magicJack Inventor Responds to Customer Service Complaints
July 31st, 2008 by Jeffrey L. Wilson 
magicJack is a point of contention for many users who’ve decided to give the low-cost telephony service a shot since its launch in late 2007. While many of have hailed it as a great, low-cost telephone service (including us in our magicJack review), others have voiced numerous complaints. All you have to do is check out the comments section of our What’s New With magicJack and magicJack Inventor Q & A posts to witness some of the opinions being shared on both sides of the magicJack debate. Being the intrepid reporters that we are, we decided to contact the Better Business Bureau to see what have been the primary customer issues with the little-telephony-device-that-could. A quick search on the company Web site revealed that the Better Business Bureau has given magicJack a less-than-stellar letter grade. A grade is determined by a number of factors including the length of the time the company’s been in business, complaint volume, complaint history, how the company responds to said complaints, and other factors. So which grade did the Better Business Bureau give magicJack get? A big, fat “F.” The BBB’s summarizes an “F” with: “We strongly question the company’s reliability for reasons such as that they’ve failed to respond to complaints, their advertising is grossly misleading, they are not in compliance with the law’s licensing or registration requirements, their complaints contain especially serious allegations, or the company’s industry is known for is fraudulent business practices.” According to the BBB, the two most common complaints involve consumers being charged the full price of the magicjack shortly after signing up for the free 30-day trial, and that it’s extremely difficult for them to contact customer service in order to receive a refund. Since we’re a fair and balanced crew, we reached out to magicJack creator Dan Borislow for his response to these charges. Here’s what he had to say. Charge #1: Some customers are being charged the price of magicJack during their free 30-day trial. DB: This is not true. You will not find one person who was charged before the 30 day trial was completed. The issue is debit card holders, who were told at least 2 times, that there would be a hold against their debit/credit card at time of order. The issue with debit cards is that a hold may have the same effect as a charge on their debit card, causing overdrafts and the like. We do not accept debit cards anymore for a Free Trial, but offer instead a 30 day money back guarantee now. We have had this new policy in effect for about 30 days, and it appears to have fixed this type of complaint. Charge #2: Customers are finding it difficult to reach customer service for a refund. DB: This is ridiculous; it is everywhere on the site. They do not need to reach customer service. It is completely automated and gives an RMA with a scan line. They will also be instructed by Live Chat when they sign on to it or when they ask an agent. Try it yourself. The real issue is that there are professional bloggers hired by our competition to disparage the company. We get over 100 requests a day to resell the product. We have delivered over 1,000,000 units in 7 months. People are very happy with the service. The customer service answers questions within 4 seconds. I am sure this is the fastest in the industry. The reps all get graded and we cut the ones who are not performing. We give you an escalation path to go to if you are not happy with your Rep. I have never seen a competitor offer this type of service. Call up Verizon or AT&T and wait 3 minutes for a rep to answer, who never gives you a credit. As far as Better Business Bureau is concerned, we agreed to treat debit card customers differently than we used to. This was the overwhelming complaint with them. Further, I have Comcast cable in my house; they are rated an F. I use Sprint on some of our phones; they are rated an F. My bank, who I have been with forever, Colonial Bancorp, is rated an F. The list is endless. But we listen to everybody and make improvements constantly. Our reliability, call quality, and customer service have all improved dramatically in the short period of time we have delivered 1,000,000 magicJack (within a year’s time) .It is an amazing story in itself we have grown this fast in such a short period of time. Give me one year in business and we will surpass all our competitors. Unqualified, we have offered the best price and call quality from day one, and we will soon offer them the most reliable and best customer service. I am very proud of where we are to date.
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July 31st, 2008 at 8:33 pm
I could not be more happy with my magicjack. Actually, so far, I have purchased almost ten magicjacks for relatives, indluing my almost 70 year-old mom. I have already used mine in three countries with 100% success. By the way, my experience is that the Better Business Bureau is a money-grubbing machine that is as antiquated as rotary dial. It is time that people stop relying on this pay-to-play dinosaur. The only company worse is Dun & Bradstreet.
August 1st, 2008 at 10:11 am
I am in Canada and have purchased the MagicJack from the Canadian distributor. It came within days. Yes, there were some glitches in setting it up, but the MJ website fix worked just fine. I had it up and running in 10 minutes, and I am not a computer expert by any means. It works very well for me. Does it work perfectly 100% of the time? No. Does it work very well 98% of the time? Yes.
I have had the device for 2 months now, and it has more than paid for itself. All of the people belly aching because they had one or two glitches is unbelievable. There are many services we pay for in our daily lives that cost a lot more, and provide more frustrations than MJ.
As far as the BBB, I have found over the years that there is one simple difference between companies that receive an A and those that receive an F. The difference is that member companies of the BBB always get an A and non-members always get an F. I did a thesis on the Toronto BBB when I was in the MBA program and although I did very well on it, my prof, who was a staunch BBB supporter and a close friend of the former President of the BBB, Paul Tuz, took offense. Guess what, many years later Tuz was exposed to be a fraudster and my thesis conclusions were proven to be 100% true. That revelation in the press led to the downfall of the BBB in Toronto, the dismissal of Tuz and a complete revamp of the BBB. It has never been the same since!
August 1st, 2008 at 2:09 pm
I bought my MagicJack after reading about it in the great review Jeff Wilson wrote on the product in LAPTOP magazine a few months ago. Well, it was the best $39.95 I ever spent! It’s true what the company says, I’ve not paid a monthly phone bill (at least for home phone) every since I got my MagicJack! I’ve never had a problem with the device or any features and I bring it with me whenever I travel. It’s a gem of a product and I LOVE IT!!! I was surprised to read this post about the issues people are having with the MagicJack. Also, since I read they got an ‘F’ rating by the BBB, I clicked on the link you provided in this article and I saw on the BBB report that the company has 230 complaints filed to the BBB…and this is out of 1 million customers???!!! HAHAHA That’s pretty funny, the BBB gives an ‘F’ rating for a product with a HUGE customerbase = ~ 999,999,770 that are very satisfied vs. 230 customers who found issue with the product! Is there an organization or company or regulatory body who needs to review the relevancy and accuracy of the BBB rating system?!
August 1st, 2008 at 4:57 pm
In January of this year, I did a review of the product and gave it 2 1/2 stars. I like the technology and still use the product. But I could see service would be an issue. While Dan and crew have put measures in place to improve service, I still get complaints from users about their service. I’ll probably update the review I did to include the BBB link that Jeffrey posted above.
I think a lot of the issues that have been turned in to the BBB could have been prevented if the company had a better web site and support systems. The design, which is better than it was, invites problems. It is not user friendly and still does not have a Privacy page or contact info.
As for the BBB comments, I would suggest some of the critics volunteer at their local office.
August 3rd, 2008 at 7:08 am
You need to balance out customer service. You need to find its launch that works for you, and you do it like clockwork everyday. Be prepared for its launch.
August 5th, 2008 at 11:38 am
I can’t say enough good things about magic jack. I have it installed on an old P3 Dell that turns itself on @ 7 a.m. and then countdowns to 11 p.m. and then shuts off. The computer is used for nothing else and the magic jack phone never quits. All calls are perfect. I call it my phone server to my friends that do not know about computers.
August 5th, 2008 at 6:23 pm
I have bought 4 magicjacks now for friends and family from Peru to Turkey and it is working like a champ and saving us a bundle.
I think people would complain less actually if it cost more.
I think you give people too good of a deal and they think something is wrong or faulty with the product.
What a bunch of whiners.
August 7th, 2008 at 6:03 pm
I purchased 3 maqic jacks and returned one. It was a hassle but I did receive my money back, then they charged me again! I had to go through quite a hassle to get my money back. The biggest problem I have had is quality of calls. Since they changed their server to some wonderful worldwide leader of international calling that refuses to be named I have had zero usage of the phone due to so much breakup of my outgoing voice. I am disappointed and feel I have no option as there is nowhere to go for service. Also his answer about it being debit cards was a total falsehood. Mine was not a debit card but only a visa card. I was charged the day I bought them even though I was told I would not be charged for 30 days. To discount those of us who got crap for our money as being a minority is no excuse for no customer service being an acceptable way to run a business that was so laudibly held up by so many dependable sources. I would never have purchased such a device had there not been so much publicity from reliable 3rd parties.
August 8th, 2008 at 10:24 pm
MAGICJACK IS A FRAUD
1. The 30 day free trial is next to impossible. They make sure their links don’t work.
2. Their 30 day free trial STARTS when you order, NOT when you activate, which is not what you are told if you ask them.
3. They lie, provide false information.
4. Their International calling rates are DOUBLE other VOIP competition.
5. They infect your computer with advertizing, makes your computer impossible to use when starting up or when making a call.
6. They play “The Visa Game”, thats right, bill you for renewals after cancelling! Even if you change your card, thats right! My Visa card had lots of complaints and gave me lots of information.
YOU MUST send a letter to them cancelling any further right to bill your card.
7. You must return their jacks, a post office receipt is sufficient.
8. VISA will charge them back if they fail to refund within 30 days of a reasonable return shipping time.
9. Play the VISA game right back. Thats why you use a VISA to protect yourself.
10. They refuse to allow “adapaters” or VOIP WiFi phones. That really sucks.
11. Their entire organization appears based on FRAUD , it may be legal step by step but overall
it has the effect of failing to honor standard business practise to the point that
DAN is loosing credibility and soon MagicJack will be known as one of America’s most
Fraudulent organizations. I’ve had it with DAN, I wish I had never heard of these creeps.
12. They actually think consumers like me will take it up the rear end.
Sorry, I intend making a very large number of posts and contacting every single
news organization that gave them publicity. Those news organizations need to
pull their plugs and demand that Magicjack remove them.
MAgic Jack does not deserve any reccomendations by the press.
I recommend VOIPBUSTERS.com or one of the many other good businesses that provide
genuine value with out all the misleading deception and outright fraud.
August 8th, 2008 at 10:28 pm
Dan can smile but he is a blatant liar.
You CANNOT simply return in the 30 day period.
I guess that only 1% of those who wish to return actually get a refund.
Of those 50% get charged again.
Of those who cancel their cards, 100% get charged upon renewal.
Take another look at that smiling Dan.
Its Dan who plays a business game that may be legal
but its pure fraud in effect.
August 9th, 2008 at 7:21 pm
I love my Magicjack. I’ve used it for 2 weeks.
I have a Mac, using OS X.
The problem with most postings online about the Magicjack is that are negative, I don’t believe there true.
I hope they sale 25,000,000, this year.
August 10th, 2008 at 12:09 am
Their name should be Majorfraud and not Magicjack. It stopped working short period after installing. They DONT have any phone # no Email adress and no functioning Chat for trouble shooting and/or customer service. If they do have one they are doing excellent job in hiding it. I am a regular customer and am not getting any compensation from any of their competitors!!!
August 10th, 2008 at 4:11 pm
I have had MagicJack for awhile now – it works great – WHEN IT WORKS! I can easily get in touch with their customer server, but they are all trained to give you the runaround. They make you try a hundred different things to get it to work and completely ignore you when you make any reference to a refund… My device I believe is defective… I told them this and they don’t seem to care – they already got their money. I am in the process of trying something else to get it to work since I have already prepaid for 5 years… I am trying to transfer everything from the magic jack device to a standard USB flash drive, then run the magic jack software off of that, then use a headset through the computer… I believe that will work if done correctly.
August 11th, 2008 at 2:13 pm
My Magic Jack worked to begin with, although the sound quality was always bad. I had echoes, noises, voice distortions. It was from bad to completely distorted. I tried every fix they had. I WANTED THIS TO WORK. I spent countless hours with them on Chat (as their chat is very slow) they had me do the same things over and over and finally told me it was my phone. I bought 2 different phones w/ latest tech. to no avail. Then my warranty period was up and the thing stopped working competely. It would be there until I tried to use it and then it would shut off and say that it needed to be connected to a USB port which it already was. I again spent hours in chat with them, tried every USB port )which work for everything else) turned off modem, restart pc, delete files and it still doesn’t work. So, it worked badly and now doesn’t work at all. MAGIC-CRAP!!!
August 11th, 2008 at 9:19 pm
HI MY NAME IS LEAH BALLEJOS I AM A EV ERY DAY REGULA STAY AT HOME MOM I AM NOT HERE TO ADVERTISE FOR THE COMPANY NOR WAS A HIRED TO REPPRESENT AGAINST IT….. MY MOM BOUGHT ME THE MAGIC JACK AS A CHEAPER MEANS TO PHONE CALLS I STARTED IT UP WORKED GREAT HOWEVER A MONTH LATER I COULDNT MAKE AN OUTGOING CALL…… I SUFFER FROM EPILEPSY AND ALWAYS NEED TO HAVE A PHONE AND WITH MAGIC JACKS RAVES HOW COULD I REFUSE….. WELL I COULDNT USE THE PHONE NEARLY THREE HOURS FRIENDS AND FMILY NERVOUSE TRYING CALLING MY PHONE and couldnt get through on top of that today i get on yet again not working im sick and needed to speak with my doctor after they said last week it was technical issues and for him saying its all over the site i dare anyone of yoyu to click it i clicked it nearly a million times… and every single time it took me to faqs… im not an idiot i studied computers….. i know how to work one he needs to hire someone ot fix his website cause i have yet t this date been able to talk to a rep///
August 12th, 2008 at 4:54 am
I have had nothing but trouble with the “Magic” jack, and am now concerned with how to stop them from billing my credit card for the second year, when the time comes…I have tried working with their “live person” in “customer service” who “spoke” broken English, told me “to take down my firewall” and then “hung up” on me before I could follow his “instructions”!! I see that Smilin’ Dan
cleverly omitted his company address from the packaging and there’s no way to phone them to talk to anyone either…I smell a class action lawsuit brewing here…anyone wanna join me?!?
August 12th, 2008 at 1:38 pm
I have had Magic Jack for awhile now and it works great most of the time.Ramjet needs to calm down!The way he is going on you would think $1000 was spent.CHILL my friend everythings going to be alright.
August 13th, 2008 at 6:56 am
What can I say, for the price there is nothing better. The customer service better since I first started. I still have some problems that require me to take 5 to 10 min out of my morning, but for 20 dollars a year that is a small sacrifice. Me and my family are on a small budget, and the other phone companies are to expensive. So we deal with the problems and hope the company gets better, but if I had funds to waste I would proably have a regular phone company.
August 15th, 2008 at 11:13 am
I have had an MJ for about 2 months now. about 2 weeks ago the Telephone portion of it stopped working. I can still make calls using the computers soft phone pad but this is not very convenient.. I’ve enjoyed the device up until now, when I had to try using their CUSTOMER SERVICE….When working correctly, the device has been a dream, the customer service has been a nightmare… Maybe Dan thinks 3 minutes for a rep is great, and it is, if the rep didn’t have their heads up their wahzoo…I kept getting round around the flag pole for almost an hour, getting answers from the rep that had absolutely NOTHING to do with my proble. After telling the rep I wanted to speak to her supervisor, she bumped me up to another level of service rep. After 30 minutes of that, I was told my problem would be sent to the engineering group and someone would get back to me. That was a week ago, still nothing. A great product in my estimation with a service group that sucks outloud. If Dan doesn’t get his arms around that problem, many people will start to hear the horror stories and shy away from this product. No telling how many additional sales they could’ve made if it wasn’t for the extremely poor quality of customer service, no matter how “FAST” it is…
August 15th, 2008 at 12:34 pm
It is very obvious that magicjack is concerned about the very negative reviews and complaints and appears to be posting “counterposts” . There are many many other real voip services with rates that even make magicjack look expensive. NEVER use a USB device, magicjack uses the magicjack to invade your computer with advertizing that locks up your computer during startup for several minutes, and during each call. Use a real VOIP phone like a Cisco or a real VOIP phone adapater like the Cisco ATA-186 that has a eithernet connection that does not require your computer to be left on, just your router.
Now if you want to return your magic jack.
Send it to:
PO BOX 6846
West Palm Beach FL 33405
Their “Billing Department” phone number is 561-594-2140
Wait 30 days after they should have received it, contact your credit card
for a reversal based on their failure to honor their agreement.
August 18th, 2008 at 8:15 pm
I placed one call, right after I installed it. That was first and last. All I have now is a dialtone. I am so disgusted with this piece of junk. I would like to rename it Magicjackass. Going to the website for assistance is a joke. You get an never ending loop of “click here” for customer service, sandwiched in between answers that do not resolve the problems. Those of you who have a working device consider yourself lucky. Your jack is truly magic. Dan’s attitude is unbelievable in the face of all the complaints. I am not a blogger. In fact I detest blogging for the most part but I am sharing my experience in hopes of preventing another person from wasting money. I will sing praises to the makers of Magicjack if they get it working. In the meantime people, be warned.
August 19th, 2008 at 3:51 am
I am Dan Berislow. “Every answer you will get from a live person, is available right here at your fingertips, without delay.” Now read this very carefully and tell me I am a liar when I say Live Chat is available on my website. I smoked an eightball of crack in less than an hour, paid for by jackasses that purchased MagicJack. Thank you!
My new product that will be available to consumers in 2009 I call MagicCrack. For one low price you will get Unlimited MagicCrack for an entire year. Best of all there are no unhealthy side effects from MagicCrack and you will still get high with no harsh crash that leaves you hurting for more. And thats why I will be calling it MagicCrack!
August 21st, 2008 at 1:56 am
I have had the MJ for about 6 months. Mine keeps on saying I need to log on the internet. I have cable and I am alway on the internet. I have been on chat with them for as much as 2.5 hours. The problem get fixed that I am good again for about 2 weeks than it goes again. Two days ago I was on chat for three hours with 4 different people. The solution was to send me out a replacement. I was told I would not be charged for 30 day and that would give me time to sent the old one back. My son came over and fixed the problem in less than 5 minutes. My firewall was conflicting with it. I got an email from MJ on my order of the replacement MJ and I was to look it over and need not do anything if it was correct. I replied to the email and said to cancil the order because my son fixed it. The following day I was charged 39.95 for the MJ. I got on the internet and check the tracking numbers and it showed not recieved by the post office yet. I sent out another email saying cancil the order. I just got off a 2 hour chat with customer service and they at first said they did not charge me than after going to the second live chat person they agree I did and that they would refund my money when they got the old one returned. When the MJ works it is a great product. Not sure it is worth the constant problems. It would be great if they had a phone number to call. Guess they know that the MJ is not trust worthy enough to use for business. I am paid up until 2013 and I am having buyer remorse.
August 23rd, 2008 at 3:04 am
I am 62 and a disabled Vietnam veteran. I ordered one magicJack on 8/20/2008 and received an email confirming my order and total $50.85. However, upon checking my bank statement online, it showed I was being charged $90.00 (pending). Then, on 8/21, I received confirmation that my order had shipped. I have already requested and received an RMA and plan to promptly return the package — unopened — for a refund. However, two online chats with the customer service people have proved futile and they insist I have not been charged any more than $50.85 despite my bank’s records saying $90.00. You’d think Mr. Borislow with a personal net fortune of over $70 million could readily afford to refund the $90.00 I was charged. By the way, the company’s rating is “C” not “F” according to the BBB which I checked tonight (8/22). And, there have been no complaints against them for the past 36 months! So how they’ve got an “F” is beyond me. And how they’ve not had any complaints at the BBB in the past 3 years is amazing, if true. I wonder if Don’s wife Michele or his daughter Kylie know what kind of a man he isn’t.
August 23rd, 2008 at 4:16 am
I purchased a magic jack since June ’08, and i have had nothing but problems with this crap. It has not worked at all for any duration at all. I have wasted easily over 40 hours on their so called live chat. I have documentation, because i have meticulously written in a special notebook, devoted especially for magic jact transactions all the operators i have chatted with. Non of them have been able to solve my magic jack problem. And as i write this piece, my magic jack does not work.
Talk about being totally exasperated, frustrated and almost helplessly without a solution. The operators have repeatedly escalated my chat sessions to the so called engineers and to date, non of them could resolve my magic problem. You may be curious to wonder what this seemingly intractable problem might be. Well, i will tell you. I cannot get the REGISTRATION initial part of the phone installation done. Does any body know how to make some other contact with The Magic Jack Offices, to the powers that be, so that i can either get the phone working or get my money back. The tragedy is all the worst because i paid them for a 5 years, and i have yet to have any use of this device in almost 6 months. If some body has the magic phone contact please send it to me at aakalaka@yahoo.com or call me at (785) 371-4272.
One more beef, Their operators have ruined the audio piece of my computer, from all the misguided directives they ordered me to follow to presumably steer me to some resolution of my magic jack woes. Help Help Hell some body please Help.
August 25th, 2008 at 11:23 am
MagicJack is ok, WHEN it works. Have had issues with the function of the device, but that’s not a major problem given the low cost. However, the company’s Customer Service is extremely poor and appears to be outsourced as most of the chat reps I have been in contact with are obviously NOT fluent in English – and are either not willing or not able to deal with any issue outside their scripts…including supervisors. Prone to “canned” preset responses that have nothing to do with issue at hand. Was charged 2x for return order that I had cancelled – and told over and over again that refund was being escalated…NOT! Also, last customer service rep that I “chatted” with actually dismissed me and signed off the chat before I was done…and, coincidentally, did this immediately AFTER I mentioned a possible complaint to the FCC…
The owner of the company would do well to replace his customer support service with one that will not completely ruin his business, which the current CS service will do if he’s not careful…
August 26th, 2008 at 12:20 am
This is my 2nd comment here. My first was recorded (above and) at http://blog.laptopmag.com/magicjack-inventor-responds-to-customer-service-complaints#comment-12503. This comment is a complete 180-degree turnaround in my opinion of MagicJack.
I was able to make contact, by phone, a voice call, with a high-ranking official of YMax Communications, Inc., aka MagicJack. As the result of that telecon, my billing problem was resolved: instead of being charged $93.80 (the amount of hold on my funds account), I was properly billed $53.85 as per my invoice for one MagicJack plus standard shipping plus an expedite fee.
I had received the MagicJack on Saturday, Aug. 23rd, just two days after having placed my order online very late on the evening of Aug. 21st. (This is what I consider to be very fast service from Florida since it was sent 1st Class Parcel Post).
Today, after having had the billing confusion resolved satisfactorily, I decided to keep the MagicJack despite having already obtained an RMA# and prepared to return the MagicJack – unopened. I opened the package and installed the MagicJack, selecting a phone number within my regular area code and completing the registration.
After completing the necessary steps, I made my first call to a local friend. Everything worked perfectly on the first call. I asked her to call me back. The phone rang very quickly and we chatted for over 10-minutes. After ending the call, I proceded to set-up my voice mail, greetings, and busy messages. Everything was accomplished with suprising ease and quickly. The connection both ways was excellent with no echoes or extra sounds with the voice. It sounded to me and my friend like a perfectly normal phone conversation.
The extra features that come with the software interface are incredible! “Music on hold,” and mute are two bonus features that I didn’t know existed until I closely examined the on-screen interface and heard about the music from my friend.
My internet connection is residential cable @ 5-Mb/sec and ‘crystal clear’ via MagicJack. I am delighted with my purchase — and I owe an apology to Dan Borislow for my unkind remarks in my earlier post here (made on Sat., Aug. 23rd).
Oh, by the way, I have oodles of software on my Dell Dimension desktop (it’s equipped with Windows Media Center 2002 Edition (XP Pro SP3)), a 3.0-GHz hyperthread Intel CPU, and 4-GB RAM. Alot of the software includes CD/DVD recording software (Nero, Serif, Sonic, NCH, and more) — and NONE of it conflicts with MagicJack.
My MagicJack worked perfectly from the get-go. I am a happy camper now. Special thanks to Peter Russo, CFO, YMax Inc.
P.S. I am a customer in no way connected to YMax or MagicJack.
August 26th, 2008 at 8:30 am
Correction: my bill was $50.85 not $53.85
September 6th, 2008 at 4:43 pm
I tried it it didn’t work and yes they cahrged my card. It is obvious that this is not that great of a program. Even if it works for some it seems like I read from more that it didn’t work well for them I just want them to refund my money. I am not angry or anything I just want to be treated fair.
September 9th, 2008 at 5:57 pm
MagicJackked !
THE COMMERCIAL: I thought WOW this is great!
” It’s as easy as 1-2-3, and yes you can take it with you, unlimited incoming /outgoing calls and all the features!”. Oh! it’s reccomended highly by all of those reputable reviews. I SAID i GOTTA HAVE THIS!
THE TRUTH : Well I have it, and it sits unplugged next to my computer now because it’s CRAP!
I spend more hours with live customer care that week than I did with my family! Tried everything.
I dealt with 7 customer service reps FOR THREE DAYS that seem to be very stupid or slow or on something whatever.
I made calls it went through but no sound. Some calls I was able to have a conversation. Incoming calls worked a couple of times. Outgoing calls worked maybe 5 times. So a total of 12 local test calls. That was enough. to think that I paid $50+ bucks for it.
The Product must only work in some areas or whatever cable or dsl service company allows it to work. we’ll never know!
I’m so PISSED OFF ! I GOT JACKKED BY MAGIC JACK
and those STUPID SAYINGS
“UPGRADING LUCKY YOU” or
” A MOMENT OF PATIENCE FOR LIFETIME OF SAVINGS”
THE DEMAND: all the hours and days of frustration and the bad mood swings that the MagicJack has put me and my family through worth $50 thousand plus.
September 9th, 2008 at 6:14 pm
Customer service sucks and so does his product…and the bastard who invented the “MagicJack” knows it. It takes a damn hour to deal with the “Chat” customer service, who are completly ignorant. I was charged twice, and sent the damn thing back….WHATS THE PROBLEM DAN? Why don’t you use a “magic jack” yourself, and get a damn telephone customer service…or are you too cheap to do that? You rather fustrate the hell out of your customers??? I am so pissed off I can’t even see straight…
LOOK FOR A LAWSUIT BUDDY BOY…CLASS ACTION. I AM STARTING ONE….
September 9th, 2008 at 9:31 pm
I just purchase my magic jack 2 days a go and i already charge $39.95. I would like to know, if something happen to my magic jack, who do i contact ?
September 12th, 2008 at 1:39 am
Recent chat:
Chat InformationYou are now chatting with ‘Rachelle’
Rachelle: Hello, how may I help you?
Dave: Hi, when I first received my Magic Jack a couple months ago, My caller ID that people see when I call has the correct number.. However the problem is that the name they see is “MICHGNBAR CA”
Dave: Your people told me a couple months ago that they were working on a fix for that.. Where are we now??
Dave: I would like it to say “The Andersons”
Rachelle: Thank you for addressing your concern. Let me assist you on this.
Rachelle: May I have your email address?
Dave: xxxxxxxxx
Rachelle: Thanks.
Rachelle: One moment please…
Rachelle: Thank you for patiently waiting.
Rachelle: Have you received an email yet?
Dave: no
Dave: are you there?
Rachelle: Yes, still checking on it, Dave.
Dave: are you a real person? or a computer that I am chatting with?
Rachelle: Yes, we are real persone, Dave.
Rachelle: *person
Dave: ok =-)
Dave: have you heard of this issue on my account ?? Or is this a normal thing?
Rachelle: I apologize but this is the first time that we encounter this kind of problem.
Dave: Not the first time for me. It’s been this way since I first subscribed May 31st.. I chatted with your company then and there was no fix for it
Dave: Could it be because the caller ID name “MICHGNBAR CA” is a town that my phone number is attached to??
Dave: Could it be as simple as choosing a different phone number?
Rachelle: Yes, possibly that’s also the reason, Dave.
Rachelle: Maybe they can also change the setting on their end.
Dave: So is it typical that all numbers you issue, the name that goes along with it is the city it originated from?
Rachelle: No, Dave. Some of them don’t have their name attach to caller ID.
Dave: Ok, can you customize the Caller ID name attached to my number?
Rachelle: No, we can’t access that one, Dave. You can try to contact your friends if they can change the setting to thier caller ID.
Dave: No, that won’t work
Dave: If I choose a different number, can I customize the Caller ID name associated with it?
Rachelle: No, there’s not on the option.
Rachelle: One moment please…
Dave: Are you still trying to send me an email ?
Rachelle: No, Dave.
Rachelle: I’ll check for the right information for this.
Dave: what was the email you were trying to send me?
Rachelle: No, I did not send it to your email, Dave.
Rachelle: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
Chat InformationPlease wait while I transfer the chat to the best suited site operator.
Chat InformationYou are now chatting with ‘Evert’
Chat InformationPlease wait while I transfer the chat to the best suited site operator.
Chat InformationYou are now chatting with ‘Lira’
Dave: How many levels of support are there?
Lira: Hi Dave.
Dave: hello
Dave: I’m getting frustrated
Lira: How are you today?
Lira: Oh.
Dave: I think the last person I was chatting with must have been chatting with 50 different people ??
Lira:
Dave: Can you read our chat ?
Lira: Yes.
Lira: Please wait while I check that for you
Dave: what are you checking?
Lira: Your previous chat.
Dave: This is exactly how my conversation went two months ago when I first received my magic jack.. It took forever to get no where~
Lira: Caller ID feature availability will depend on the phone that you are using. Some, you may only see the numbers and not the names.
Dave: I understand that
Dave: However, the name attached to the number should be customizable. It is with my home phone, it is with my AT&T cell phone too.
Dave: most phones now a days, show both the phone number and the name. In fact all cell phones that I know of do
Lira: Yes, but it depends if it’s compatible with the magicJack.
Dave: When I call people on my magic jack internet phone, they see a caller ID of “MICHIGAN BAR, CA”.. They don’t answer it because they don’t recognize that as me!
Dave: Therefore the magic jack is not my first choice in phones to use
Dave: Is it because it is an
Dave: Internet phone?
Lira: Yes.
Dave: So you folks do understand that this is a problem
Dave: This can’t be the first time you’ve heard of it like the last person tried to tell me
Lira: Yes, sorry for that. It’s really her first time to know that issue for this is her first day of work.
Lira: I do apologize for that Dave.
Dave: Ok, so how do I get the caller ID changed ?? I don’t want people thinking some one from a “BAR” is calling them when I call
Lira: I’ll try to forward this issue again to our engineers for them to check if there’s something they can do about this, but I can’t promise you if this can be fixed right away.
Dave: I can’t accept that this just can’t be done. With the high tech equipment out there and the fact that this is a fairly new service which is an internet portal.
Dave: How many levels of support do you have?
Lira: From us, all issues will be forwarded to the designated concerned departments.
Dave: This is exactly how my chat two months ago went. I got frustrated and quit. I haven’t used my magic jack since! I feel like I’ve waited for your engineers long enough
Lira: I’m sorry. The magicJack caller ID is just set for the numbers to appear. The name is just optional that depends on the phone that you are using.
Dave: I can’t accept that.. Can I please have an email address of someone in your company that can make this happen?
Lira: You may send an email at magicjackconfirm@magicjack.com
Dave: who will read that?
Lira: Our administrators.
Dave: Can I ask another question?
Lira: Sure.
Dave: the other question I have is that back a couple months ago, your company told me that I could transfer my existing home phone number and use it with my Magic Jack. Your people said that would be a few weeks away.. Are we there yet? I am eager to cancel my home service plan that is costing me $40 a month. But I don’t want to give up my home phone number of xxx-xxx-xxxx
Dave: However I don’t want to do this if you have no control over your Caller ID.
Lira: Unfortunately, until now the engineers are still working on it.
Dave: Those are the engineers that I would like to talk to because it seems that both issues that I have are related
Dave: Is there a contact you can give me?
Lira: I’m sorry, but we do not have numbers for them. You may just include that on your email.
Dave: Ok well once again I’ve wasted 1 hour of my time and have not resolved anything. I will send an email to the address you gave me. If I haven’t received any resolution to my requests, I’ll not be using my magic jack until your company can accommodate me. I’m sure I’m not alone in these requests.
September 16th, 2008 at 12:26 pm
I got magic jack recently, and it does work, occasionally!
Problems ranging from poor voice quality to not being able to make a phone call. Yes it is cheap, but I guess you get what you pay for! I was planning to disconnect my Verizon line, but now I don’t think so (even though Verizon Customer service is a pain in the neck). I am thinking about Comcast, but I don’t know how good of a deal I can get with them. They are a little pricy I sould say.
September 17th, 2008 at 4:04 pm
I have the Magicjack for over a month(unfortunately) and have experienced all the negative feedback that I just read. I don’t endorse any products and am not affiliated with any company. I was “duped” into thinking this product was great and now I realize it is just another fraudulent product to make someone rich who doesn’t deserve it. There is no customer service, no accountability or responsibility with the “Magicjack.” I am sure AT&T will be glad to have me back as a customer. Please do not waste your money on this “Fraudulent Piece of _____!
September 18th, 2008 at 9:07 am
We all know the BBB is the most corrupt old-school rating system out there.
Also, it is obvious from reading bunch of blogs that RAMJET and others are professional posters that are paid to write bad comments from competitors or even from certain advertisers. As reported, poor comments in certain blogs on specific topics attract readers and the blogs get increased readers and increased ad rates. Like everything, Follow the money. Heck, 1.5 million magicjacks later and a few hundred complaints. I would love that track record. All these people crying scam are silly. Go Dan Borislow!
September 23rd, 2008 at 2:02 am
MagicJack is a fraud. My credit card was billed next day for a portion, taken back, then billed again for $49.00. I will be speaking to my credit card company. I have the printed proof of the free 30day trial for $39.95 in addition of other things that were said then they did opposite. I hear too many bad things about this company. I am returning the jack, which I just received because I do not want to be billed another time and then later for renewal when I do not want the product. I have not gotten a good feed back from all the bloggers/emails. It slows my computer and I don’t see the advantage of keeping it to save a few dollars but to get a heart attack and …….. I deliberately, after trying to get to customer service and couldn’t get through, took the time on my day off to call them last week. I called them at 12:35pm and was recorded that I was the 6th in line. It went on for a while till it got to 1st on line at about 2:30pm. I had the phone on speaker (THAT’S MY REGULAR HOUSE PHONE, I CHANGED TWO WIRELESS PHONES WHICH BECAME DEAD BY USE OF HOLDING). I continued to hear from 2:30pm that I was next in line for about two thousand times until the phone was disconnected at 5:09pm. (Started at 12:35pm to 5:09pm). I did it to prove my point. I was at home doing several household chores and usiing my cell phone to make other calls. I cannot explain to you the frustration, you determin. I need no more frustration, it’s on it’s way back home to MAGIC-CRAP CUSTOMER SCARE! I WILL MAYBE TRY ANOTHER COMPANY, MAYBE. I WAS A PROTENTIAL LONG LASTING CUSTOMER.
September 23rd, 2008 at 3:56 pm
Hi Prestonelli,
Very interesting experience you had. I didn’t realize you could call their customer service. What phone number did you use?
September 23rd, 2008 at 11:28 pm
It’s a number I saw either on this site or another blog. The number I called was for billing: 281-404-1551. I guess they will cancel it soon.
good luck.
September 29th, 2008 at 11:02 pm
Why am I being billed on my telephone bill for magic jack calls. Also, the quality of the phone line is so noisy I cannot hear the person I called. very well. I have tried many things to try to make it clear.
What can I do???
October 4th, 2008 at 4:40 pm
WOW! After reading all the above comments (yes it took some time ) I would have to say there is a little animosity out there! I mean sure they sold you a small jack that you plug into your pc and it doesn’t always (and sometimes…yes does) seem to work as it was designed, but, if you did not have the magic jack then what would you be paying in phone bills?
It has problems… and so did the first telephone! Do you think Mr. Bell put phones in over a million homes in less than a year, no, and if he did he would have had problems too! Why not relax… take a breath and realize that you asked for the magicjack and they delivered as promised, phone service for only 20 bucks a year.
New technology is always coming and always being slammed for not being “perfect” from the beginning. Give the Jack a little time to fix the problem and enjoy the 20 bucks a year for phone service that ma bell isn’t getting from you!
Yes I own a MagicJack, it does have its glitches, I will keep using it!
October 5th, 2008 at 12:33 am
I have had the Magic Jack for 6 months.
It’s great. No problems, except one week when my number showed up on the caller IDs of people I called with one digit wrong. Big deal. They fixed it.
As to the allegation that they charge your card before the 30 day period, sorry Dan, you’re wrong.
I paid by credit card, not debit card. My card was charged the very next day for the full amount. Not a hold. A charge..
October 6th, 2008 at 3:30 am
I received this item as a gift and luckily it was purchased from QVC. Probably not a good move on QVC’s part since their return rate on this items appears to be somewhat high. If this item doesn’t work out, I at least can have it returned to QVC and they will actually issue a refund. Good news also is that the company does not have any of my financial information so I at least have a year to try it before I would have to give them a credit card number for renewal.
Setting this up was a pain. I could get a dial tone, but only got a fast busy trying to dial out and an “all circuits busy” message when trying to dial in. I had the terrible long drawn out chat experience with customer service. Lucky me, I accidentally closed the chat box after an hour and a half or so.I could not get the device working on three computers and two different operating systems. These computers were all running off my router however and I thought enough to bypass the router and then the magicjack started working. I ended up re-flashing the firmware on my router and that is all taken care of now (modified third party firmware had been installed, so not surprised).
Had to also change my firewall software. Was having problems with Outpost just blocking things instead of asking and I was tired of fiddling with it so I just installed Zone Alarm and that works now too.
My usage for this device is pretty minimal. From what I read, there is no WAY I would replace a regular phone service with this. USB devices can be persnickety and the magicjack has certainly not proven its worth. I currently have a cell phone with really bad reception at my house, and a landline with no features at all. No long distance, no voicemail, no caller ID or anything. I have it because there is an alarm system wired into it and I like have a landline for 911 in a power outage situation if one ever occurred. So basically I use the magicjack for long distance calls without having to wait until 9PM when the cell phone evening time takes effect. Also I might find myself with a dead cell phone battery or sometimes I just get sick of having to hook it up to the 40 inch antenna I need just to get one bar.
The magicjack call quality can be quite choppy at times. From mild in and out to hard to understand. I personally have not experienced static or echoing. My internet is 1.5 mbps cable.
This device does slow down the computer..yes as one would expect to have when spyware is running. I do not see however any unusual ingoing and outgoing activity on the internet, but do see unusual spikes in CPU usage and slightly higher RAM usage when everything is idling. I haven’t looked too much into the sypware/adware allegation but I should run some scans with and without the device hooked up to see.
I unplug the magicjack when not in use and even if it were to be used regularly, it would probably be a good idea to plug it in after the initial computer startup.
This company reminds me of X-10. Back in the day if you recall X-10 was a ruthless ad spammer invading browsers everywhere. Their website is hyped up and infomercial cartoony and the whole thing looks like a scam. X-10 products are really not that terrible most of the time, they just have really bad software and poor support which causes a barrage of complaints. I have some X10 equipment I have been using successfully for years while others I have just given up on (like their USB device).
I guess my point is that it is too bad that potentially great technology has buried itself in poor development, poor business practices, poor customer support, and well I guess greed.
October 8th, 2008 at 6:23 pm
I payed for three day delivery and five days later I still don’t have my magicjack, plus no one to call about the problem…..I’m pissed!
October 14th, 2008 at 9:17 am
I have my Magicjack and it works. It only works about 70% as good as the Verizon phone I used before, it has a dab of static and I often have to repeat myself.
The area code I recieved with my magicjack is not the one that I live in, as matter of fact the number is located on the other side of the state about 125 miles away. This means those that local calls get charged a long distance fee.
I am not always in love with the fact I need to leave my PC on all the time.
On the other hand I paid a total of $59 and change for it and that is about what it is worth.
October 16th, 2008 at 7:28 pm
Hi, my son bought me the magic jack. When I use it I hear an echo. I tried contacting you but don’t have your phone #. I don’t have an account or a password. How do I go about getting one.
October 23rd, 2008 at 2:18 pm
Any one who says they can’t find a phone number for magicjack customer service should try these numbers. 561-594-2140 or 281-404-1551. I hope this helps.
October 27th, 2008 at 11:21 am
sorry, i’ve clicked the wrong button twice and want only half of my order. how do I cancel? I can’t find any customers support phone # for magic jack? Send it please.
October 30th, 2008 at 10:56 pm
I got charged for the magicjack on my account for $24.07, but i did not recieve the majicjack in the mail. It has been more than 3 weeks since i’ve ordered it. I was charged to my account on Oct 14, 2008, but no sign of the magicjack. If you can confirm my mailing address, maybe that is incorrect. If you can email me with a response so i can confirm the mailing address.
If the address is correct then you need to send me the magic jack because we have not recieved it.
thank you.
Hope to hear from you again.
October 31st, 2008 at 3:48 pm
I AM ANOTHER PISSED OFF CUSTOMER OF MJ. I PURCHASED 2 MJ’S AND THEY IMMEDIATELY CHARGED MY CC WITHIN 3 DAYS. I JUST WANTED TO TRY THE MJ BEFORE PURCHASING THEM. I CALLED CUSTOMER SERVICE AND THEY PROMISED ME A REFUND. THAT NEVERED HAPPENED. AND THAT WAS ALMOST 4 MONTHS AGO. IT IS VERY HARD TRYING TO GET CUSTOMER SERVICE OR LIVE CHAT. THEY HAVE YOU GOING THROUGH SO MUCH CLICKING HERE AND CLICKING THERE. THEY CUSTOMER SERVICE SUCKS. THEY BILLED ME ALMOST 200.00 AND PROMISED ME A 5 YEAR PLAN. WHEN I LOOK UNDER MY PLAN IT SAYS I AM GOOD FOR A YEAR. WHAT’S UP WITH THAT. I AM STARTING BUSINESS AND WANTED TO USE THE MJ AS A BUSINESS NUMBER, NOW I THINK IT WOULD BE A GOOD DECISION TO GO WITH A 1-800 NUMBER. VERY ANGRY CUSTOMER.
November 6th, 2008 at 4:38 pm
I just purchased your unit and found out once I opened I need to change my phone#.
I like to return this unit and do not want to use it at all.
Regards, Herb Sokil
November 9th, 2008 at 7:38 pm
I have been working with my Magic Jack for a couple of months now….and I really mean it when I say work. It is full of static, you have to work to hear what the heck is being said to you. You have to repeat your self often so the other end can hear and understand what you are telling them. This is a chore! Te thing cost a long distance charge to my family and friends to call me and we live in the same city, we have different AREA CODES! I would love to have my money back or a replacement that that works, mine just started constantly reloading yesterday, so I unpluged it last night and it still doesn’t work today. It’s junk, it is not the product of the year, perhaps the thought of the year.
I want in on that Class Action Law Suit!
Dave Foster
November 9th, 2008 at 7:39 pm
Its a piece of crap!
November 10th, 2008 at 4:53 pm
I am from Montreal Canada, and i order a MJ because i mas curious and the price was cheap, if the gizmo do what i read and ear about it, it take a while , then i check my cc and i saw that they freeze the money for the MJ plus one year of service and another charge for sending it to me rush. Well after waiting 5 or 6 weeks i decided to reach them with the phone number that was on my cc monthly billing and after speaking halp a hour with different person at MJ one of them finally understand why i dindt received my MJ because i order from Canada and to order a MJ for Canadians you have to order from another site in Toronto so i toll the person why nobody told me that at the beginning, after all they ask me so many question they know i was calling from Canada,anyway a higher level person come on the phone and tell me not to worry he will fix that and i will received my MJ soon,Well 3 days later i anwser somebody at the door it was UPS with my MJ , I plugged it do what was mark to do on my pc and since then i use it everyday to call people that i know in the states and in Canada free without no problem at all ,the only thing i dont like is that they dont have Canadian area code yet but they told me soon anyway i just use it for my log distance call and people that want to call me from montreal use my home phone and the people who live far are gonna buy a MJ themself .before i was using skype and voip even if it s cheap it s a pain in the a.. to call with them more that with the MJ, i believed that people that are writing bad thing about MJ it s because they are jealous or they work for the competition i will like to be a reseller of MJ here in Canada,in quebec specially and that s what i am gonna try to do .
November 12th, 2008 at 5:53 am
I purchased two MJ’s. under the 30 day free trial. My card was also charged within a few days. After using one for approximately 5-6 months, it quit working! This was immediatey after I had used the MJ chat. Don’t know if there is any correlation there. Returned to the chat for troubleshooting. After the first round of being kept on line forever with rep and going through all of the crap they do, I was becoming pretty annoyed. Nothing worked! After 4 days, various times of chatting with these idiots,I became furious. Each one wanted to perform the exact same procedure to fix the MJ. Just like a broken record. The next to last rep told me I would receive a RMA number and the info to return MJ for an exchange. Whoopie!, really thought at this point that is what I would receive. Guess again!, THE E-MAIL I GOT WAS A CANCELLATION OF MAGIC JACK! I got back on chat and got the same routine again. At this I demanded the info for an exchange. Lo and behold I was questioned about paying for the original order, and told I had not! This foreign person was a guy named Harold. I am very angry and also believe this to be a fraud operation. I will be filing a complaint with the consumer fraud division of the Atty. Generals office, BBB, and I would also like to be in a class action suit against this company. I don’t like the fact that all of this chat stuff is out of the country and you can’t get a US rep.
November 13th, 2008 at 5:43 pm
A piece of JUNK!
November 13th, 2008 at 5:45 pm
This product is not performing as advertised, it’s trash!
November 21st, 2008 at 2:08 am
I have used my MJ for about a month and love it. YOU do not have to leave your computer on for it to work as far as taking a message if someone calls YOU.
November 21st, 2008 at 2:10 am
We would like a way to contact a live person over the phone. Any numbers for that?
November 22nd, 2008 at 11:41 am
HI i am new to this site and have read all there is about Magic jack ,,and i have found that there’s a new upgrade and if you down load it that well help a lot.i have had my magic jack for about 4 months and if i have trouble, there is a lot of answer on the magic jack site . if your complaining its your fault for not reading how to fix the problems …. and with the gift card thats how i got mine ..and it was on e bay. and you bid on it. at one point you might get it for a lot cheaper then at the Magic jack site.. if theres nobody bidding if theres only 2 or 3 bidding . well i like mine so do some more checking and learning about it I did and now i talk on mine all the time and never got a long distance bill .
November 22nd, 2008 at 11:44 am
hi again i have a phone # that i had found on line that you can try it if you want to. (1800-930-5328) or this one (1800-830-6269 ) .
November 25th, 2008 at 5:33 pm
MJ is good when it works. Unfortunately it doesn’t work consistantly.
The website isn’t very helpful. Turn-off the audio of the kid on the homepage please!
The tech support/live chat would be better if people who could “think outside the script” answered the phone.
I called tech support because my MJ lost all my contacts. For a solution, I was told to reformat the magicJack drive. It didn’t help or restore the missing contacts. I had to solve my own problem by writing my own html file from the old address book file and restoring an old call log. The tech support person couldn’t even fathom that MJ was working fine but I only wanted to restore the contacts file.
Overall, MJ needs alot of work on its software and tech support.
When my period of service expires, I do not plan to extend it unless some significant changes are made. Consider another product until these issues are resolved.
December 3rd, 2008 at 5:32 pm
I can not get this to work. I get a dial tone. but noting eles.
December 4th, 2008 at 4:14 pm
I love your unit but lately i have been getting calls that are broken and i can’t understand the person specially when i call a cell phone. The land line is also giving me problems. The person on the other end does not understand me because the word are broken and you really have to listen to make up hole word that you don’t hear at all. help Richard
December 4th, 2008 at 10:36 pm
I’ve had my MJ since August 08 and it’s worked flawlessly for the past 4 months. To date, I’ve saved $300 by not having Verizon as my local service. I opted for 5 years (no bill till 2013), so I spent a total of around $94. Total savings to date: $206. I used a debit card, but interestingly was not charged until day 31 (true to their word). Actually, it was probably day 33 or 34 due to weekends. The only issue I encountered on installation was due to a firewall conflict. It took me an extra 10 minutes to realize and work around the issue. Total installation time: 13 mins. To date, all calls have been successfully completed and received. I’ve seen a lot of complaints about having to leave your computer on 24/7. I normally did this anyway, but in my case, MJ is not the main phone (my family is celled out to the max), thus I have no issues with shutting it off if I want. People calling in even with the PC off will still get your VM. Bottom line, I love the product! It’s already paid for itself about 2-1/2 times now. Each month the savings only accumulate. I ordered a couple for family members for Christmas presents. I told them to just try it out for a couple of months (they have broadband), and to keep their current service. If they like it, cancel the “traditional” service and use the MJ. If they have problems, keep it as a novelty or back up. They don’t have to renew at 12 mos if they hate it. If their experience is anything like mine, they’ll be soley on MJ after a few months and never look back. I find it increasingly curious that I’ve never once had any problems resembling those previously communicated (billing, sound quality, useability, etc.). Maybe I was just a lucky one, but damn, I’m real glad I have the 5 year plan and hoping they’ll be around for a long time. If they are around at the time I have to renew, I will have saved around $4500, so I won’t have any qualms about forking out another $20/year or if they still offer extensions, $50 or $60 for 5 years. I hope they sell a trillion of these units.
December 6th, 2008 at 9:56 pm
Yeah, well I don’t really take much notice in the BBB’s ratings. In fact, I give the BBB a big fat “F”.
BUT – Magicjack customer support is terrible, those people and their scripted answers are cast in stone!
December 7th, 2008 at 9:00 pm
Caveat emptor people.
I do not have one, (I have a super amount of minutes cell account, live by NYC so no problem with reception and barebones landline for my burglar alarm) but a friend has one. I’ve played with it. It is okay. His works with no problems, but the sound quality is a little on the poor side, but all in all, it’s pretty cheap, and does work.
December 13th, 2008 at 3:06 am
MAGIC JACK as very very good when i 1st got it almost 2 years ago,i had NO problems everything worked just fine.
Then about 6 months ago my calls start chopping up bad!
I called the company got text support did everything i could to make it better, because i admire a company charging a low rate for a bill that is very much needed in this economy.
Well I never realized that my TIME WARNER/COMCAST modem became outdated,having the modem for about 7 years I thought it would be fine-I WAS SOOO WRONG.
My internet was so bad i could barely watch u-tube videos(and i am paying 50 dollars a month plus tax ect…..
I finally broke down and had the Comcast guy (to come in my home which i hate) come in and replace my internet modem.
THAT IS ALL IT IS PEOPLE,my MAGICJACK is back and i can hear everything again. I don’t have to feel bad about referring people now!
THIS IS A GREAT day(except for Betty Page passing,very sad day for millions of people)
HOW OLD IS YOUR MODEM?
December 24th, 2008 at 11:01 am
It was really interesting to see & listen to all their infomercials on TV about the wonders & usefulness of the Magic Jack, so I decided to place a credit card order when I saw their program from the beginning to be sure I understood all their offer. I called the number posted & ordered from their special discounted offer of $$$ 39.95 from $$$ 69,95 if you ordered @ that precise time & again asked for a 2nd Magic Jack that could be had for $$$ 19.95. It arrived several days later but since my computer has been dis-abled, I was not able to use it right away. My credit card wasn’t billed immediately, but when my statement arrived it almost floored me, there was a mis-use on my credit card & I was fraudulently overcharged. For the 2 units that came in a pack & was like $$$ 60.00 plus shipping, they charged my card close to a $$$ 100.00 plus then again charged me another $$$ 39.95 (a rip off-like stealing off my credit card) so my bill for the 2 pack on my card is close to $$$ 150.00. There is no number to call, no email address for them & to top it all, no office address to deal with. So Im in a dilemma right now as to what to do. I plan on going to my bank & discuss this ovvercharge & overuse on my card & if worst comes to worst perhaps write a letter to the Better Business Bureau about this aggravating incident, offer to let my local newspaper put a story on this wonderful infomercials on Magic Jack which are nothing but false advertising so others will be less inclined to believe all their BS & save themselves the disgust of their modus operandi w/their rip offs. Can anybody out here tell me how can I best proceed??? I bought coz I thought the price was inviting & kinda affordable, but hey $$$ 150.00 for a 2 pack is ludicrous!!! Pls advise & thank you. I look forward to your replies!
December 29th, 2008 at 2:30 pm
I recieved the MJ through Radio Shack, from the box it worked fine for one month. Then I got on the customer service line….. they are located in India, if you wondered about the syntax used in the chats,
its a translator that uses “phrases” not words. Two points: 1. AL CAPONE started the BBB as a protection racket. 2. ONLY criminals hide, No phone numbers, No mailing address, and the “unwashed
masses” for customer support.
I live in Los Angeles, in my opinion the District Attorneys Office has fallen down on the job. It is up to you the public (with a word processor) to write a letter( not an email, not a phone call), a well thought out, and concise letter to the DA’s office. Stating that you the voting public of the county of Los Angeles and the City of Los Angeles have been taken advantage of by a criminal element, namely MJ and that you (as a registered voter) are asking the DA’s office for their HELP and ADVICE in this matter.
If you all will take the few minutes to form a letter to this affect, being to certain to not sound like a “nutcase” punching up the fact that you are a registered voter and be sure to ask for HELP and ADVICE. Doing so will assure you a return letter….as soon as the ADA’s have to be bothered with return letters there will be a spark of interest.
In Los Angeles TV advertising is the bottom line for the networks, being named as Co-conspiritors in a fraud suit or up coming class action law suit should get some honesty in advertising.
For all of you folks that have written to this site, use the governemt you pay for, it will not be an overnight fix. We have an electronics company here that would use bait and switch in their daily newspaper ads ( they are VERY well known, my letter was number 51, I told every geek and gear head to write to the DA’s office…. some 1300 letters later this well known electronics/ computer parts company SUDDENLY started advertising only the goods they had available). And yes it took 4months.
Justice is VERY easy to get, occasionally one must use a 2X4 to get the attention of Justice. J.ERB
December 29th, 2008 at 11:10 pm
Complete magic junk….If it seams to be to good then it probably is…………………….dont even waste your time with technical support ……you will spend hours doing nothing but loops and get nowhere
December 30th, 2008 at 2:27 am
I have fallen for the MagicJack craze. It’s technology seems pretty good for the basic VOIP setup. However, their Customer Service wins the donkey. My initial phone number did not work. So I called up the Customer/Technical Service to try to figure out the problem. Over and over they make you take all these steps to correct it and they won’t acknowledge any input you have to say. You have to repeat your issues over and over to them as if they didn’t read past the first line of the chat. Then they pass you over to a “more technical person to handle the matter”, which is in turn probably the agent sitting next to them. Then you have to repeat the reason why you are contacting them. Once you get to the “Managers Level of Service”, it turns out to be the worst obnoxious one of all that gives you straight non sympathetic remarks. Like take it as it is. I am not one of those people that is thrashing the company without a cause. I had a simple problem that they could not resolve in a Customer/Technical Service perspective. But, not only has the product have to shine to make it, but also the Support of their product has to be top notch, and that could break them.
December 30th, 2008 at 9:07 am
James Erb said
“1. AL CAPONE started the BBB as a protection racket.”
Not true the BBB was started in 1912 Al was born in 1899 he would have been 13 at the time of the start of the BBB..its bit of urban myth
” 2. ONLY criminals hide, No phone numbers, No mailing address, and the “unwashed
masses” for customer support.”
This is very true and I deal with this all the time.
I do not have a MJ device as of yet and looking over the post here I am still not sure I will
I run a small business doing computer tech and consulting here in California and I have seen thing over my 30 years of working with computers and the Magicjack isn’t first have these type of problems
Looking over the complaints here many thing jump out as to me what is wrong with the MJ and I will try to ask people see this as I write. So first support Of course this a big hole in their part it in India and that is clear to me by the fact they are using text chat to talk to people and that scrips are being kept to(if the fail to do the they will get fired)
2 the billing this too show it is company out side the US and this send up ton of red flags to me as this could lead to ID theft.
Hardware and software..
Not every computer made the some and let face it not everyone knows computers as well as we like and even I have to study new hadware and software changes every day if not every week.
with this I would say MJ may would on some system but not work on other to the config of their system..to those that have an Mj and it not working I ask is your system
up to date in all it software? is you system over 4 year or more? if newer try testing the system with MJ in safe mode with network(hit F8 to to this before the XP or vista logo boots) if it works it software if not it hardware.
it the MJ compatable with USB 1.0? is it going to work with USB 3.0?
Another thing I note is that the MJ seems to be not just working to give everyone cheap phone calls in and out but many post of “pop ups” and “Spam downloading” during startup.
this tells this is not something I would want to use as to how it would effect my network security as I don’t like something that could allow any access to my systems.
Also this could be part of how they are setting up there way to keep cost down and spamming everyone system is one way to get a person to Click an ad..and let me bet it bring up IE? Also I note that some get the wrong area code is this Phone# set at time of order or setup? if the later try this check to see if you are routed on your DSL to a major hob or a secondary hub..my DSL is AT&T(was SBC) the fist year before the change I could see my hub as Sacramento then it changes to another hub to a town nearer me and said i lived there not it said I live in SF. If you are on Comcast your service could be seen as to be coming from anywhere and Comcast HATES ANY VOIP service but theirs so BEWARE of your internet service getting some drops. Plus lets not count out how many baby bell phone companies have internet DSL that is not quite 100% clean so ANY VoIp is going to get very bad signal if they don’t want it on their network.
Hotels in Korea block ALL voip boxes and you can barely get Skype to work from them.(the hotels many $$$$ ok from phone calls. Speaking of Skype it has now gone to a monthly charge $2.95 am month(with tax and all $3 am month) this for the US and Canada for the US and 36 other Countries its like $11 all together. you get 50% for calling in phone number and they give you all the voice mail and call forwarding too in all.
It’s just software and it works… The MJ is software and and a input device that has limits and not everyone out here is a computer tech or there would never have been a need to create the geek squad(God I wish the didn’t exist) I have done all level of tech support I worked on the Line at Apple as a Rework tech fixing system as they were built and failed and as a I had to figure out on the clock and fast why the system failed and get to the next one ASAP so on the phone and on line tech support isn’t easy and I feel for some of the people that work theses types of support lines as some don’t just get fired they beat them they yell at them berate them…They do some very nasty thing to the people that fail to stay to script and this one reason I hate them and they need to go away .. we need real techs in the country of person you are talking too. Not some slave labor camp.
Law and tuning in the the MJ as fraud Yes contact your DA and Attorney General of your area and the FCC and local PUC they help in making companies like this change and yes it does take time. I have had to fight some very bad laws from being passed and have had to go to the capitol to talk to senators many time and it does work trust me but it doe take many voices to get many minds to change.
So to re cap
Test to see if the MJ works in safe mode with network(this mode lets your internet work with yous system plan safe mode will not)
Testing of hardware and software compatibility
This needs to be done with the MJ and not just what the makers of the device say it will do we need a good top tech labs to get it a test of many levels. DSL models and Broadband modems are all different so not all would work the same as well. I have had many client have problems get fixed on there network by having a modem changed out to a newer unit.
Spam and pop ups and spyware issues need to be address as this is not a secure device if it allows this to happen.
Tech support
this is major issues it need to be here in the US and not over seas If Dell can bring their Tech support back why can’t others? This is major complaint with all support for all tech companies so MJ isn’t alone they just are trying to hide it and that is not right.
And we now know that Al Capone didn’t start the BBB .. too young but no one said he didb’t use it later to hide behind.
I like to say I am sorry for all the bad grammar and all but I never been an English major and never will be t my age. I feel I had to post my view to this as I hate to see people get ripped off from someone trying to make a fast buck on those trying to save money.
I will say I will not get the MajicJack till the company and the hardware is changed and I will tell my clients to do the same. Sorry to those this working for but I have read too many complaints about this device and the company. There has to be change and it will have to be from a high level to make it In the end this could kill the company and I hate seeing a good idea go down due to it being turn into a scam.
G Greene
Greene Consulting
Elk Grove CA
December 30th, 2008 at 9:17 am
PS
I just was talking with another tech he said that whole network for the Magicjack is still in “BETA” so this means all of you working will be in the final version the rest are all still Rats in the lab.. welcome to the lab all you’er a beta rats..
Also blocking the ads and pop ups could get you service slowed or cut but in the long run kill the marketing they are getting ti pay the extra fund to keep it cheap.
GG
December 30th, 2008 at 2:49 pm
I am having a problem with my magicjack and don’t know who to contact for help. Can you help me? The announcement that appears in the middle of the screen when magicjack boots up isn’t going away, should I say won’t go away. I have turned my laptop off twice now. When I logged off last evening I had no sign of the service being on my computer at all. What’s up with that??? Thanks.
December 30th, 2008 at 7:33 pm
I received a damaged magicjack and attempted to replace it. Magicjack customer service took 40 minutes without resolution. The chat was ended abruptly by magicjack.
You are now chatting with ‘Anika’
Anika: Hello, how may I help you?
Julie : yes, i recieved a cracked magic jack
Anika: Thank you for bringing up to us your concerns. It is of our top most priority to help you out about your issues.
Anika: May I have your sales order number please?
Julie : order #*******
Anika: Thank you for that information.
Anika: Please wait while I check that for you
Anika: May I know when did you receive the magicjack?
Julie : when i came home
Julie : today
Julie : no no yesterday
Anika: Okay…
Anika: You want a replacement?
Julie : yes, it works yet i like undamaged item, i ordered two, the other i haven’t use yet, and appears undamaged.
Anika: Okay..
Julie : let me know the procedure
Anika: On how to install?
Julie : no to return the damaged magicjack
Anika: Okay..
Anika: You want a replacement or you just return the magicjack?
Julie : a replacement
Anika: Okay
Anika: One moment please…
Anika: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with ‘Felix’
Julie : good evening, i recieved a damaged magicjack. order #*******; i’d to replace the item
Felix: Hello, Julie.
Felix: May I know what happened with the magicjack please?
Julie : it was cracked when i received it
Julie : the clear plastic top
Felix: Okay.
Felix: May I know when did you received your magicjack?
Julie : 12/29/08
Felix: May I know if you register it already?
Julie : yes late last night
Julie : i ordered two, and so far only registered one, i didn’t report it last night, because i knew this process would take forever…
Felix: I see.
Julie : so far it has take 2 magic jack customer service staff, to report the problem and over 25 minutes
Julie : it is really quite simple process, i recieved a damage item and want to replace it
Felix: Okay.
Felix: Not so fast.
Julie : no kidding. are u in the United States?
Felix: Once the replacement has been issued, you will receive an email with an RMA number and return information for the original magicJack. The original magicJack must be in our hands within two (2) weeks, in order for you not to be charged for the replacement magicJack. Please make sure to include the email with your RMA number when returning the original magicJack.
Felix: Please be noted that we will put a hold to your account worth $39.95 once the replacement is issued to you but we will release once we have receive your old magicjack to our hands.
Julie : hey it seems like i should just cancel the plan then
Julie : i paid already 155.00 US dollars
Felix: So you want to return the magicjack that you have right now?
Julie i intended to replace, and not be charged for a replacement since i received a damaged item, but you are telling that i will be charged an additional fee.
Julie : what happens if the replacement is cracked?
Julie : felix, i am assuming that customer service is not in the United States, is this correct
Julie : 35 minutes and counting
Felix: And what makes you say that?
Julie : because you are not answering my question
Felix: Julie, I’m handling 4 customers at a time and so please bear with me.
Julie : wow, you fail to answer the question, is magicjack customer service located outside of the United States?
Felix: Yes, we’re located at West Palm Beach, Florida.
Felix: Is there a problem with that?
Julie : no but i would appreciated true customer service and be able to replace a damage product on delivery without being charged
Felix: Please be noted that we will put a hold to your account worth $39.95 once the replacement is issued to you but we will release once we have receive your old magicjack to our hands.
Julie : Customer service is available only through online chats, and has drawn poor reviews. US News 6.2008
Julie : I have already been charged $155.00 my order
Chat session has been terminated by the site operator.
January 2nd, 2009 at 10:58 am
“Julie : wow, you fail to answer the question, is magicjack customer service located outside of the United States?
Felix: Yes, we’re located at West Palm Beach, Florida.
Felix: Is there a problem with that?”
Ya right I wouldn’t take odds on that .. and if so they are hiring non-Americans and what is this about talking to 3 people at once? no Voice calls just text.. and the answers were like programs more than scripts .. If this better services they need to be all fired …
has anything happen more Julie? keep us posted try some of those Ph# I seen posted next(the non-800#) I think its time I dug up some peoples info like some personal ph# to get some real answers…This isn’t any way to run a company.
I would say everyone that getting this treatment call the FCC and the Attorney General for your state and Florida and the Postmaster General for mail Fraud as well .
I do Believe that is you get anything in the mail damaged it is the Shipper that is to cover cost for replacing the item they are clearly trying to set you up as all that have to do is say they never got the device back and charge you more.
everything I read said’s they are doing nothing more than finding ways to charge people and give NOTHING in return .
Working or not thre is ome kind of Fraud going on and this need to be stopped.
GC
January 6th, 2009 at 5:21 pm
magic jack the service on my magic jack is so shitt and so so poor that i can get trought to eny number i call in the line has a echo in it so the service is very poor
January 6th, 2009 at 11:57 pm
I have tried unsuccessfully to get a replacement for my defective magicjack device that just stopped working….i spoke with a rep and she did troubleshooting on my device and determined that it was defective.
She said she was ordering me a replacement and i would have it in 3-5 busniess days. A couple of days later magc jack is trying hit my credit card for the replacement magic jack unit. When i finally get someone on live talk they tell me that they won’t send my replacement without my old one first.
I said fine give me an address to send the defective unit. The person then tells me i can’t send it back like that i have to wait until my replacement comes, but in order to get my replacement they have to charge me for it first.
This has been a very frustrating ordeal. I thought magicjack was a good thing I abandoned my home line and my personal cell phone for magicjack. I even talked all my friends and co-workers into getting one. I had even talked to my our VP of field operation to let our field guys get magicjack as a cost saving iniative. And was given a that-a-boy for thinking outside the box.
Now that i’m having this problem i feel like magicjack as cracked an egg on my face and everyone that i’ve talked into this thing is watching with eagerness to see how it comes out. Luckily i saved the script of the convesation with magicjack looks like i’ll need it when i file my complaint with the FCC.
January 7th, 2009 at 12:03 am
Here is my script conversation with magic live: Just as he terminated our conversation:
Please wait for a site operator to respond.
You are now chatting with ‘Bernard’
Bernard: Hello, how may I help you?
Melton Young: I got an email saying that my magicjack order will not be processed without a credit card payment…….the magicjack that is being orderd for me is to replace my defective unit
Melton Young: here is the conversation i had with your rep::::
Melton Young: lease wait for a site operator to respond. You are now chatting with ‘Andre’ Andre: Hello, how may I help you? Melton Young: You guys are the hardest to get support from!!!!My magic jack has stopped working Andre: May I know the exact nature of your problem with full details please? Melton Young: I got an error msg saying windows does not recognize my usb device . it recommend me re-insert and i did and it still does not work. i moved it to my other computer and got the same msg. Andre: I see. Andre: Are you using a desktop or a laptop? Melton Young: i tried it on both Andre: I see. Andre: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you. Please wait while I transfer the chat to the best suited site operator. You are now chatting with ‘Lalie’ Melton Young: ok! thank-you Lalie: Hi Melton. Happy holidays! This is Lalie the supervisor and I will be assisting you today. Melton Young: ok! Great! Lalie: When did you start having that issue with your magicjack? Melton Young: Just this morning Lalie: Did you install anything on your computer earlier? Melton Young: no i did not., When i woke up this morning that msg was on my screen Lalie: I see. Let me assist you with that. Lalie: Is the magicjack plugged in the USB port in front or at the back? Melton Young: i tried both Lalie: Ok. Please unplug magicjack for the meantime. Melton Young: done! Lalie: Now go to “Start” in Windows and click on “run”. Lalie: In there write regedit and press enter. Melton Young: ok a window registry window popped up Lalie: Now click on + sign next to HKEY_LOCAL MACHINE. Lalie: Click on + sign next to SYSTEM Lalie: Click on + sign next to CurrentControlSet Lalie: Click on + sign next to Enum Melton Young: before we start changing settings on my computer. i tried this on 6 computers in my house where the magic jack worked before Melton Young: so i don’t want to be changing settings when i feel the pprblem is obviously the device Lalie: I see. Did you try with and without the cord? Melton Young: yes Melton Young: my neighbors MJ works fine on all my pc’s Lalie: Ok. Let us try this one step and if this will not fix the issue, I will issue a replacement for your device. Would it be okay for you? Melton Young: ok, but i’m sure its the device Lalie: Ok. Are you in Enum now? Melton Young: yes i’m there Lalie: Now find folder called USB. Right click on that and click on “Permissions”. In permissions click on the check mark called “Allow” to the right of “Full Control”. Lalie: Click Ok. Melton Young: it is already checked “allow” Lalie: Okay. Lalie: Now click on + sign next to USB and then find the two folders called “Vid1307″, right click on one at a time and select delete. Melton Young: i don’t have a Vid1307. Lalie: It’s okay. You will delete them anyways. Melton Young: I have Vid_0000& Lalie: Now click on – Sign next to USB. Lalie: Right click on Folder called USBSTOR and allow permissions. Lalie: Now click on + sign next to USBSTOR. Lalie: Do not delete that. Please continue instead. Melton Young: on usbstor they are all set to allow Lalie: Okay. Lalie: Find the folders called “CdRom&Ven_YMAX&Prod_MagicJack&Rev” and “Disk&Ven_YMAX&Prod_MagicJack&Rev” Lalie: Right click on those one at a time and delete them. Melton Young: the _MagicJack&Rev do not exist in the CdRom&Ven Lalie: How about tigerjet? Melton Young: no tigerjet does not exist either Melton Young: are you still there? Lalie: Yes. Lalie: Please close that window and go to My Computer. Lalie: Look for magicjack drives there. Melton Young: ok i’m there Melton Young: no magic jack folder in my computer Lalie: Keep My Computer open and take note of the drives there. Now, unplug magicjack to see what drives will disappear. Melton Young: just so you’ll know i did this when i had my neighbors MJ and i saw it in My computer….it just doesn’t recognize my MJ nor did my Neighbor computer recognize my MJ Melton Young: i’m not a novice at this! Lalie: Ok. How long have you had your magicjack? Melton Young: I work IT for Nortel so i’m familiar with the process…I think we’re spinning wheels on a bad device! Melton Young: i’ve had it i think Mya will be a year>>>and never had any problems Lalie: I understand and I apologize for the inconvenience this has caused you. Lalie: May I have your full name, e-mail and sales order number please? Melton Young: That was MAY 07 Melton Young: Melton Young Melton Young: meyoung@nortel.com i don’t have the sales order nbr.. likne i said i’ve had this since around MAY 07 Melton Young: ph# 803-661-1187 Lalie: May I have the first four and the last four numbers of the credit card you used? Melton Young: 6767 Melton Young: sorry, 4852************6767 Lalie: Thank you. Lalie: Please wait while I check that for you ******************************************************************************************************************************** Please wait for a site operator to respond. You are now chatting with ‘Andre’ Andre: Hello, how may I help you? Melton Young: You guys are the hardest to get support from!!!!My magic jack has stopped working Andre: May I know the exact nature of your problem with full details please? Melton Young: I got an error msg saying windows does not recognize my usb device . it recommend me re-insert and i did and it still does not work. i moved it to my other computer and got the same msg. Andre: I see. Andre: Are you using a desktop or a laptop? Melton Young: i tried it on both Andre: I see. Andre: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you. Please wait while I transfer the chat to the best suited site operator. You are now chatting with ‘Lalie’ Melton Young: ok! thank-you Lalie: Hi Melton. Happy holidays! This is Lalie the supervisor and I will be assisting you today. Melton Young: ok! Great! Lalie: When did you start having that issue with your magicjack? Melton Young: Just this morning Lalie: Did you install anything on your computer earlier? Melton Young: no i did not., When i woke up this morning that msg was on my screen Lalie: I see. Let me assist you with that. Lalie: Is the magicjack plugged in the USB port in front or at the back? Melton Young: i tried both Lalie: Ok. Please unplug magicjack for the meantime. Melton Young: done! Lalie: Now go to “Start” in Windows and click on “run”. Lalie: In there write regedit and press enter. Melton Young: ok a window registry window popped up Lalie: Now click on + sign next to HKEY_LOCAL MACHINE. Lalie: Click on + sign next to SYSTEM Lalie: Click on + sign next to CurrentControlSet Lalie: Click on + sign next to Enum Melton Young: before we start changing settings on my computer. i tried this on 6 computers in my house where the magic jack worked before Melton Young: so i don’t want to be changing settings when i feel the pprblem is obviously the device Lalie: I see. Did you try with and without the cord? Melton Young: yes Melton Young: my neighbors MJ works fine on all my pc’s Lalie: Ok. Let us try this one step and if this will not fix the issue, I will issue a replacement for your device. Would it be okay for you? Melton Young: ok, but i’m sure its the device Lalie: Ok. Are you in Enum now? Melton Young: yes i’m there Lalie: Now find folder called USB. Right click on that and click on “Permissions”. In permissions click on the check mark called “Allow” to the right of “Full Control”. Lalie: Click Ok. Melton Young: it is already checked “allow” Lalie: Okay. Lalie: Now click on + sign next to USB and then find the two folders called “Vid1307″, right click on one at a time and select delete. Melton Young: i don’t have a Vid1307. Lalie: It’s okay. You will delete them anyways. Melton Young: I have Vid_0000& Lalie: Now click on – Sign next to USB. Lalie: Right click on Folder called USBSTOR and allow permissions. Lalie: Now click on + sign next to USBSTOR. Lalie: Do not delete that. Please continue instead. Melton Young: on usbstor they are all set to allow Lalie: Okay. Lalie: Find the folders called “CdRom&Ven_YMAX&Prod_MagicJack&Rev” and “Disk&Ven_YMAX&Prod_MagicJack&Rev” Lalie: Right click on those one at a time and delete them. Melton Young: the _MagicJack&Rev do not exist in the CdRom&Ven Lalie: How about tigerjet? Melton Young: no tigerjet does not exist either Melton Young: are you still there? Lalie: Yes. Lalie: Please close that window and go to My Computer. Lalie: Look for magicjack drives there. Melton Young: ok i’m there Melton Young: no magic jack folder in my computer Lalie: Keep My Computer open and take note of the drives there. Now, unplug magicjack to see what drives will disappear. Melton Young: just so you’ll know i did this when i had my neighbors MJ and i saw it in My computer….it just doesn’t recognize my MJ nor did my Neighbor computer recognize my MJ Melton Young: i’m not a novice at this! Lalie: Ok. How long have you had your magicjack? Melton Young: I work IT for Nortel so i’m familiar with the process…I think we’re spinning wheels on a bad device! Melton Young: i’ve had it i think Mya will be a year>>>and never had any problems Lalie: I understand and I apologize for the inconvenience this has caused you. Lalie: May I have your full name, e-mail and sales order number please? Melton Young: That was MAY 07 Melton Young: Melton Young Melton Young: meyoung@nortel.com i don’t have the sales order nbr.. likne i said i’ve had this since around MAY 07 Melton Young: ph# 803-661-1187 Lalie: May I have the first four and the last four numbers of the credit card you used? Melton Young: 6767 Melton Young: sorry, 4852************6767 Lalie: Thank you. Lalie: Please wait while I check that for you Lalie: Is this the correct shipping address? Lalie: MELTON YOUNG Lalie: 105 WATERFORD COVE DR Lalie: CALERA, AL 35040-7655 Lalie: US Melton Young: yes! thats correct Lalie: Ok. I will issue a replacement for your device. Lalie: Once the replacement has been issued, you will receive an email with an RMA number and return information for the original magicJack. The original magicJack must be in our hands within two (2) weeks, in order for you not to be charged for the replacement magicJack. Please make sure to include the email with your RMA number when returning the original magicJack. Lalie: If you want to use your current magicjack number with the replacement, just chat us back before activating it. We will do it here in our end. Melton Young: Is that my email Melton Young: ok, i got you! i will want to keep the same nbr. so i will call when ready to activate…..Can you give me that phone nbr Lalie: Just chat us back once you get the replacement. Lalie: Is there anything else I may help you with today? Melton Young: yes! You guys provide a great product but customer service is hard to get to . of course this is my first problem but i had difficulty getting to a live person….just for reference Lalie: My apologies for the inconvenience, Melton. Melton Young: so i can expect to see this? ETA please Lalie: You will get it in 3-5 days. Melton Young: and thank_you for excellent service!! Lalie: Anything else I can do for you? Lalie: My pleasure. Lalie: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the service I provided. Please click the “close” button on the top right of this screen and the survey will appear. Thanks again! Lalie: Have a great day and enjoy the holiday season! Melton Young: Thank you Lalie: You’re welcome.
Bernard: Please wait while I check that for you
Bernard: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with ‘Drew’
Drew: Hi Melton, this is Drew. Please allow me to review your previous chat session. Thank you. One moment please.
Melton Young: are you still there?
Drew: Yes Melton.
Drew: What seems to be the problem with the replacement?
Melton Young: i don’t have it and i got an email saying that they want to charge my cc before they send my replacement…..DID YOU READ THE PREVIOUS CONVERSATION??????
Melton Young: lease wait for a site operator to respond. You are now chatting with ‘Andre’ Andre: Hello, how may I help you? Melton Young: You guys are the hardest to get support from!!!!My magic jack has stopped working Andre: May I know the exact nature of your problem with full details please? Melton Young: I got an error msg saying windows does not recognize my usb device . it recommend me re-insert and i did and it still does not work. i moved it to my other computer and got the same msg. Andre: I see. Andre: Are you using a desktop or a laptop? Melton Young: i tried it on both Andre: I see. Andre: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you. Please wait while I transfer the chat to the best suited site operator. You are now chatting with ‘Lalie’ Melton Young: ok! thank-you Lalie: Hi Melton. Happy holidays! This is Lalie the supervisor and I will be assisting you today. Melton Young: ok! Great! Lalie: When did you start having that issue with your magicjack? Melton Young: Just this morning Lalie: Did you install anything on your computer earlier? Melton Young: no i did not., When i woke up this morning that msg was on my screen Lalie: I see. Let me assist you with that. Lalie: Is the magicjack plugged in the USB port in front or at the back? Melton Young: i tried both Lalie: Ok. Please unplug magicjack for the meantime. Melton Young: done! Lalie: Now go to “Start” in Windows and click on “run”. Lalie: In there write regedit and press enter. Melton Young: ok a window registry window popped up Lalie: Now click on + sign next to HKEY_LOCAL MACHINE. Lalie: Click on + sign next to SYSTEM Lalie: Click on + sign next to CurrentControlSet Lalie: Click on + sign next to Enum Melton Young: before we start changing settings on my computer. i tried this on 6 computers in my house where the magic jack worked before Melton Young: so i don’t want to be changing settings when i feel the pprblem is obviously the device Lalie: I see. Did you try with and without the cord? Melton Young: yes Melton Young: my neighbors MJ works fine on all my pc’s Lalie: Ok. Let us try this one step and if this will not fix the issue, I will issue a replacement for your device. Would it be okay for you? Melton Young: ok, but i’m sure its the device Lalie: Ok. Are you in Enum now? Melton Young: yes i’m there Lalie: Now find folder called USB. Right click on that and click on “Permissions”. In permissions click on the check mark called “Allow” to the right of “Full Control”. Lalie: Click Ok. Melton Young: it is already checked “allow” Lalie: Okay. Lalie: Now click on + sign next to USB and then find the two folders called “Vid1307″, right click on one at a time and select delete. Melton Young: i don’t have a Vid1307. Lalie: It’s okay. You will delete them anyways. Melton Young: I have Vid_0000& Lalie: Now click on – Sign next to USB. Lalie: Right click on Folder called USBSTOR and allow permissions. Lalie: Now click on + sign next to USBSTOR. Lalie: Do not delete that. Please continue instead. Melton Young: on usbstor they are all set to allow Lalie: Okay. Lalie: Find the folders called “CdRom&Ven_YMAX&Prod_MagicJack&Rev” and “Disk&Ven_YMAX&Prod_MagicJack&Rev” Lalie: Right click on those one at a time and delete them. Melton Young: the _MagicJack&Rev do not exist in the CdRom&Ven Lalie: How about tigerjet? Melton Young: no tigerjet does not exist either Melton Young: are you still there? Lalie: Yes. Lalie: Please close that window and go to My Computer. Lalie: Look for magicjack drives there. Melton Young: ok i’m there Melton Young: no magic jack folder in my computer Lalie: Keep My Computer open and take note of the drives there. Now, unplug magicjack to see what drives will disappear. Melton Young: just so you’ll know i did this when i had my neighbors MJ and i saw it in My computer….it just doesn’t recognize my MJ nor did my Neighbor computer recognize my MJ Melton Young: i’m not a novice at this! Lalie: Ok. How long have you had your magicjack? Melton Young: I work IT for Nortel so i’m familiar with the process…I think we’re spinning wheels on a bad device! Melton Young: i’ve had it i think Mya will be a year>>>and never had any problems Lalie: I understand and I apologize for the inconvenience this has caused you. Lalie: May I have your full name, e-mail and sales order number please? Melton Young: That was MAY 07 Melton Young: Melton Young Melton Young: meyoung@nortel.com i don’t have the sales order nbr.. likne i said i’ve had this since around MAY 07 Melton Young: ph# 803-661-1187 Lalie: May I have the first four and the last four numbers of the credit card you used? Melton Young: 6767 Melton Young: sorry, 4852************6767 Lalie: Thank you. Lalie: Please wait while I check that for you ******************************************************************************************************************************** Please wait for a site operator to respond. You are now chatting with ‘Andre’ Andre: Hello, how may I help you? Melton Young: You guys are the hardest to get support from!!!!My magic jack has stopped working Andre: May I know the exact nature of your problem with full details please? Melton Young: I got an error msg saying windows does not recognize my usb device . it recommend me re-insert and i did and it still does not work. i moved it to my other computer and got the same msg. Andre: I see. Andre: Are you using a desktop or a laptop? Melton Young: i tried it on both Andre: I see. Andre: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you. Please wait while I transfer the chat to the best suited site operator. You are now chatting with ‘Lalie’ Melton Young: ok! thank-you Lalie: Hi Melton. Happy holidays! This is Lalie the supervisor and I will be assisting you today. Melton Young: ok! Great! Lalie: When did you start having that issue with your magicjack? Melton Young: Just this morning Lalie: Did you install anything on your computer earlier? Melton Young: no i did not., When i woke up this morning that msg was on my screen Lalie: I see. Let me assist you with that. Lalie: Is the magicjack plugged in the USB port in front or at the back? Melton Young: i tried both Lalie: Ok. Please unplug magicjack for the meantime. Melton Young: done! Lalie: Now go to “Start” in Windows and click on “run”. Lalie: In there write regedit and press enter. Melton Young: ok a window registry window popped up Lalie: Now click on + sign next to HKEY_LOCAL MACHINE. Lalie: Click on + sign next to SYSTEM Lalie: Click on + sign next to CurrentControlSet Lalie: Click on + sign next to Enum Melton Young: before we start changing settings on my computer. i tried this on 6 computers in my house where the magic jack worked before Melton Young: so i don’t want to be changing settings when i feel the pprblem is obviously the device Lalie: I see. Did you try with and without the cord? Melton Young: yes Melton Young: my neighbors MJ works fine on all my pc’s Lalie: Ok. Let us try this one step and if this will not fix the issue, I will issue a replacement for your device. Would it be okay for you? Melton Young: ok, but i’m sure its the device Lalie: Ok. Are you in Enum now? Melton Young: yes i’m there Lalie: Now find folder called USB. Right click on that and click on “Permissions”. In permissions click on the check mark called “Allow” to the right of “Full Control”. Lalie: Click Ok. Melton Young: it is already checked “allow” Lalie: Okay. Lalie: Now click on + sign next to USB and then find the two folders called “Vid1307″, right click on one at a time and select delete. Melton Young: i don’t have a Vid1307. Lalie: It’s okay. You will delete them anyways. Melton Young: I have Vid_0000& Lalie: Now click on – Sign next to USB. Lalie: Right click on Folder called USBSTOR and allow permissions. Lalie: Now click on + sign next to USBSTOR. Lalie: Do not delete that. Please continue instead. Melton Young: on usbstor they are all set to allow Lalie: Okay. Lalie: Find the folders called “CdRom&Ven_YMAX&Prod_MagicJack&Rev” and “Disk&Ven_YMAX&Prod_MagicJack&Rev” Lalie: Right click on those one at a time and delete them. Melton Young: the _MagicJack&Rev do not exist in the CdRom&Ven Lalie: How about tigerjet? Melton Young: no tigerjet does not exist either Melton Young: are you still there? Lalie: Yes. Lalie: Please close that window and go to My Computer. Lalie: Look for magicjack drives there. Melton Young: ok i’m there Melton Young: no magic jack folder in my computer Lalie: Keep My Computer open and take note of the drives there. Now, unplug magicjack to see what drives will disappear. Melton Young: just so you’ll know i did this when i had my neighbors MJ and i saw it in My computer….it just doesn’t recognize my MJ nor did my Neighbor computer recognize my MJ Melton Young: i’m not a novice at this! Lalie: Ok. How long have you had your magicjack? Melton Young: I work IT for Nortel so i’m familiar with the process…I think we’re spinning wheels on a bad device! Melton Young: i’ve had it i think Mya will be a year>>>and never had any problems Lalie: I understand and I apologize for the inconvenience this has caused you. Lalie: May I have your full name, e-mail and sales order number please? Melton Young: That was MAY 07 Melton Young: Melton Young Melton Young: meyoung@nortel.com i don’t have the sales order nbr.. likne i said i’ve had this since around MAY 07 Melton Young: ph# 803-661-1187 Lalie: May I have the first four and the last four numbers of the credit card you used? Melton Young: 6767 Melton Young: sorry, 4852************6767 Lalie: Thank you. Lalie: Please wait while I check that for you Lalie: Is this the correct shipping address? Lalie: MELTON YOUNG Lalie: 105 WATERFORD COVE DR Lalie: CALERA, AL 35040-7655 Lalie: US Melton Young: yes! thats correct Lalie: Ok. I will issue a replacement for your device. Lalie: Once the replacement has been issued, you will receive an email with an RMA number and return information for the original magicJack. The original magicJack must be in our hands within two (2) weeks, in order for you not to be charged for the replacement magicJack. Please make sure to include the email with your RMA number when returning the original magicJack. Lalie: If you want to use your current magicjack number with the replacement, just chat us back before activating it. We will do it here in our end. Melton Young: Is that my email Melton Young: ok, i got you! i will want to keep the same nbr. so i will call when ready to activate…..Can you give me that phone nbr Lalie: Just chat us back once you get the replacement. Lalie: Is there anything else I may help you with today? Melton Young: yes! You guys provide a great product but customer service is hard to get to . of course this is my first problem but i had difficulty getting to a live person….just for reference Lalie: My apologies for the inconvenience, Melton. Melton Young: so i can expect to see this? ETA please Lalie: You will get it in 3-5 days. Melton Young: and thank_you for excellent service!! Lalie: Anything else I can do for you? Lalie: My pleasure. Lalie: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the service I provided. Please click the “close” button on the top right of this screen and the survey will appear. Thanks again! Lalie: Have a great day and enjoy the holiday season! Melton Young: Thank you Lalie: You’re welcome.
Drew: Yes, there will be a hold. Please stop spaming the chat window. That hold will be released right after you return the defective MJ after you receive the new one. But if your card info is not valid or inactive, then the replacement order will not go through
Melton Young: she told me i had 10 days to return: now i’m upset because i’m being jerked around……if she would told me to send it back prior to i could have done that!
Drew: No , you havent got the device yet. You won’t be charged.
Melton Young: she was sending with the replacement the address where it needed to go back too!
Melton Young: then when will i get my replacement!
Drew: Please check your card first Melton
Melton Young: I don’t understand???? check what card? my credit card?
Melton Young: what does any of that have to do with my replacement device that i should’ve gotten a week ago
Drew: Yes Melton, there could be a problem on your card on file that is why your replacement order did not go trough
Melton Young: if you need the device back to send my replacement just say that and give me the address…and lets stop wasting each others time
Melton Young: why do you need to charge my card….thats what i’m not understanding
Drew: I did not tell you to change your card. Just make sure that the card on file is valid and has sufficient funds
Melton Young: how can i talk to someone via phone? why i’ve already paid for the device and itss not working…..FRUSTRATED
Melton Young: iyou have my money for the 1st device….its is not working anymore…how can i get you to understand what i’m saying
Drew: Melton, please try to check your credit card so we can process this replacement. You won’t be charged because it was not processed on the first place
Melton Young: is there a number where i can call to get better support or a supervisor so i can gat better understanding
Drew: We only do support through this chat Melton
Melton Young: i stopped payment of this on my card becuse i’m not paying for a replacement unit
Drew: Like I said, there will be no charges since that replacement did not go through.
Drew: you are not listening to me
Melton Young: well is there a supervisor i can chat with, we obviously have a communication problem
Melton Young: NO YOU ARE NOT LISTENING TO ME!!!!!!!!!!!
Melton Young: I HEARD YOU WANT TO CHARGE MY CREDIT CARD FOR A REPLACEMENT UNIT……I SHOULD NOT HAVE TO PAY TO REPLACE A DEFECTIVE UNIT
Drew: I am looking at your account, yes there was a replacement order placed but it did not go through because of some problem on your card, now you will not be charged since this one did not go through.
Drew: It will be a hold Melton
Melton Young: DO YOU HAVE A SUPERVISOR ON STAFF
Drew: That hold will be released if you return the defective MJ back AFTER you receive your replacement. BUt since the replacement order did not go through then there will be no charges
Melton Young: FINE THATS ALL YOU HAD TO SAY FROM DAY ONE!!!1 GIVE ME THE ADDRESS WHERE TO SEND IT
Drew: You cannot return that defective MJ because you need to receive the replacement order first Melton. Since there is a problem on your card, the replacement order cannot go through.
Melton Young: YOU OBVIOUSLY DID NOT THE STUPID THING DOES NOT WORK…..IT IS DOING ME NO GOOD
Melton Young: PLEASE GET ME A SUPERVISOR ON STAFF
Drew: Did not what? Well that is the condition for replacement Melton. You are talking to one.
Melton Young: YOU DID NOT LISTEN TO A WORD I’VE SAID…..I WANT TO TALK TO YOUR SUPERVISOR
Melton Young: THEN WHO DO YOU WORK FOR ….
Drew: Like I said you are talking to one. You want to go things your way Melton. That can’t happen.
Drew: For magicjack, what about you Melton
Melton Young: NO I JUST WANT A WORKING PRODUCT!
Melton Young: THAT I’VE ALREADY PAID FOR
Drew: I know, that is why check your credit card first so we can process this replacement order.
Melton Young: I’M NOT GOING TO LET YOU CHARGE ME FOR A SECOND UNIT TO REPLACE A DEFECTIVE DEVICE…….WHO IS YOUR BOSS OR IS THERE A CUSTOMER COMPLAINT LINE….I’M TIRED OF GOING IN CIRCLES
Chat session has been terminated by the site operator
January 7th, 2009 at 11:45 am
The Magic Jack worked great for a few months and then the performance went down hill.It keeps dropping calls and has background noise.I’ve chatted with several agents and have done everything that they have said to do.I’m still haveing the problems.I think the inventor Dan Borislow has fround a legal way to rip off people.He (Dan Borislow) should be made to reinbuse the ones of us that are haveing problems with his product.Don’t buy the Magic Jack.
January 7th, 2009 at 4:05 pm
I can assure you that I am not a professional blogger, and I could not be more UNHAPPY with the MagicJack.
I’ve had the device since August, 2007, and have used it only a handful of times. Mainly because when I DO use it, the call drops numerous time, and the sound quality is absolutely horrible.
While this may be a problem with my ISP, I’ve experienced other issues, such as the inability to contact Customer Service when I wanted to cancel additional years of service so that my credit card wouldn’t be charged at the end of the year’s service.
Easy to contact Customer Service? I don’t think so. I went round and round with Magic Jack’s Customer Service link, and have yet to access a live tech, regardless of which FAQ or other section I attempted to access them through.
I’m extremely disappointed. The idea was great, but the service SUCKS.
January 9th, 2009 at 5:10 pm
Gypped by Magicjack. My elderly father got suckered by their crooked late night ads, bought it for me. My information shows they charged card before the 30 days. The thing is c..p, doesn’t work right, or doesn’t work at all, and it screws up the computer. There is no way to reach a live human at the company, they refuse to give a refund, they refuse even to give out the snailmail address of the company. In my expert opinion, the product and company are a giant, automated, fraud engine. Where the h..l are class action attorneys? Where the h..l are state attorneys general? And where is the USPS Postal Inspectors, because this product involves mail fraud (18 USC 1341) and false representation (39 USC 3005). What a d..ned ripoff.
January 16th, 2009 at 1:34 am
I got it in november 2008 but it had no area code 208 for Idaho or boise listed so i had to use a stockton california area code which ws the closest one. when i discovered that people had to pay long distance too cal me i returned the device and now everytime i see the commercial im annoyed and wonder if il ever get it again.
I know they recently added 208 for Idaho. but my question is does it have boise listed?
January 17th, 2009 at 6:34 pm
Charge #1: Some customers are being charged the price of magicJack during their free 30-day trial.
DB: This is not true. You will not find one person who was charged before the 30 day trial was completed.
Dan is a sack of BU!!S#!T! I have a package that shows a postmark date of Jan 13, 2009, and my credit card statement shows a charge by MagicJack ONE DAY LATER!
January 25th, 2009 at 11:06 am
hey Man!. you know the meaning of debit card Man. I think you use debit/credit card Man. You so illiterate Man! Read what Dan wrote Man, debit card will be charge right away Man and have 30 day money back Man. Go to School Man..
January 25th, 2009 at 11:38 am
Magicjack works great for me.. I think magicjack need a user that is not a damn ass kindergarten student
January 26th, 2009 at 5:04 pm
No problems yet. Only three days use. Sometimes , wehn I call someone, they can’t hear me. I just redial, and usually the second time it works.
I have talked to customer service on their web site. Their web site is a bit confusing, but if you click on the right spot, you get to talk to a technician.
Thye have been polite and have answered all my questions.
January 28th, 2009 at 1:14 pm
We are running the magicjack on a old desktop pc through our home network. The calls are clear 99% of the time. We drop the land line (to save on cost) from our carrier AT&T but we are using naked dsl for our internet service through AT&T (SBC Yahoo DSL).
We noticed that after using the the magicjack on our laptop, issues will happen when you are surfing web and calling at the same time.
We also noticed that people calling us from land line phone had to dial a 1 plus the area code but if people were calling from cell phones they didn’t need to dial a 1.
January 29th, 2009 at 3:55 am
this guy dan and his wife borislow are just another Bernie Maddoff in the making and there should be a class action suit begun against them all the way to the supreme court to return every unhappy customer their money immediately. I read his responses to customer complaints and it was so filled with lies that it was impossible to discern any truth at all. It’s junk, pure and simple.
January 29th, 2009 at 11:35 am
I wonder if MJ’s people read these replies. If so, I have two issues I woudl like to discuss. Firstly, you offer 360 area codes on your site but the two MJs I bought cannot get a 360 are code. I have tried every day for the past month and am “assured” by the live chat personel that it ill be available shortly, “just keep checking”. In waiting for that I have found a way to forward a number to the MJ to save cost but I try with my Asterisk PBX to change the caller id to the 360 incoming forward number I have but alas I cannot. So I have to give people two numbers and tell them the 360 is the number they will use to call me, but that number will change if ever MJ gives me a 360 number from them… and that when they get a call from the 425 number that is also me… until MJ gives me a 360 number.
Come on you guys. I now have three MJs but you cannot find me two 360 area code numbers for my recent purchase? If this is not possible you could at least allow me to set the caller id via Asterisk.
Anyway that is my rant. I would like to speak positivly because from what I have seen of the MJs they are great… but until they fix this 360 I can’t really test them or give them to the intended recipients now can I.
January 30th, 2009 at 4:04 am
To whom it may concern:
Thank you for the magicjack. I hooked it up las night, made my first call, had a bit of static on the line, but I guess it may be due to a wireless phone used away from the connection.
But, what I would really like to know is how I work all the features, could you please send me an email to richdune123@yahoo.com explaining how to work them. Thank you so much, I look forward to a long and prosperous relationship.
I am really happy to have a service where I can make calls using my internet connections. I wish you great success and have already started telling all about your services.
February 2nd, 2009 at 9:58 am
I have two MajicJacks and I love them. The best value for the money in communications since Alexander wired across the ocean. The whiners are simply too stupid to appreciate value. I ahve one wired into my house phone system and use it with all our home phones. T-Mobile wants $ 10. a month for the same thing I get from MajicJack for LESS THAN $ 2.00 PER MONTH. Damn the phone company’s damn the government taxation, and damn AT&T, Vonage and all the other “competitors”. Congratulations instead to technical entrepreneurs who’ve showed the big and foolish how to be small and wise! I will recommend them every day!
February 17th, 2009 at 11:19 pm
Keep looking for your local area code, they finally added mine after a ten month effort. If you change your area code more than once they will charge $10.
I use a cordless phone hooked up to a laptop that is routed to my hs internet modem out to the cable in the ground and beyond.
I too had some broken up calls reported from the other end in some of my calls. My long distance calls to Florida and Arizona were fine. No problems on either end. It seems as though calls made locally or intra lata as we used to say are culprits in the broken up call issue. Ma Bell has been redoing their lines all over, that said, ya think they might have to send a message to MJ that in effect represents the idea that, “you are killing our local line business, first high speed internet cable cabals and now this” ?. Their strategic planners must be spinning in their chairs at board meetings trying anything and everything to find a way to create shareholder value out of the high cost of ditch witches and suburbs like mine that are laced with tons of underground wire, gas lines and so on. For now I am sticking with the MJ, the low cost overrides the 30-40$ fee Ma Bell and the Cable guys charge for one month of service. Between the www and cell phones, who can really afford a land line realistically? As for local breakups, tell the party you are talking with; you are on the fringe of the grid and are virtually assuring them that with the low cost of your hs phone you can spend more on the infrastructure of the country.
February 27th, 2009 at 8:22 am
There is no way I could sing the praises of MagicJack any louder! It is the neatest little gadget I have ever had, and believe me I have a lot of them because I am a electronic gadget freak! I have two multi-handset wireless phone systems here in the house, one for local and the other free to anyone who needs to make a call anywhere in the USA or Canada! Most of the time, I cannot detect the difference in quality between the land line and the MagicJack! I’d give it a 98% dependability! AND for $1.66 a month for telephone service including long distance . . . WOW, how you gonna beat that?
I have a dedicated (Older) computer that I let run all the time and have it connected to that. Once I have it up and running, I turn off the monitor and that’s that. Occasionally, I reboot it and run a clean-up program, and of course run a free (AVG) virus protection utility with it.
Thanks there MR. inventor . . . you did a bang up job on this one!
Kent
March 6th, 2009 at 11:48 am
I WANT MY REFUND! I AM WITHIN MY 30 DAY PERIOD!
PEYTON H. KEATON III
2305 EDGEWATER DR.
SUITE 1722
ORLANDO,FLA.
March 6th, 2009 at 11:54 am
I WANT MY REFUND NOW! I AM WITHIN MY 30 DAY LIMIT. YOU PROMISED IF I WAS UNHAPPY WITH YOUR MAGIC JACK PRODUCT, I WOULD GET A FULL REFUND. I AM SERVING NOTICE TO YOU THAT I AM UNHAPPY AND EXPECT MY FULL REFUND IMMEDIATELY!
MY SON IS AN ATTORNEY AND WILL TAKE ACTION IF MY REFUND IS NOT RETURNED!
PEYTON H. KEATON III
(407) 222-1957
March 6th, 2009 at 11:31 pm
I would like to call it MagicJunk. I have had it for 2 days and does not work great. Examples: caller id on phone works sometimes- call the magicjunk # and it has a busy signal when not in use???. When you dial out, it does not always work first time. I’m also sending it back. I give it a big F+.
March 8th, 2009 at 6:40 pm
no call id on incoming calls
March 12th, 2009 at 3:44 pm
I RECEIVED A DEFECTVE PRODUCT. I AM NOT A COMPUTER GURU, BUT I HAD ONE COME AND TRY TO MAKE THIS MJ WORK. HE ALSO HAS A MAGICJACK WHICH HE LOVES AND HE COULD NOT GET THE PRODUCT I RECEIVED TO WORK WITH HIS COMPUTER EITHER. I TRIED WORKING WITH THE TECH PEOPLE AND JUST GOT MORE AND MORE FRUSTRATED. I JUST WANTED TO SEND MINE BACK FOR A REPLACEMENT BUT THEY SAID “NO.” THEN I TRIED TO GET AN RMA AS WE’VE BEEN MESSING WITH THIS QUITE A WHILE AND COULDN’T GET IT TO WORK. WAS GOING TO RE-ORDER AFTER GETTING AN RMA TO RETURN DEFECTIVE PRODUCT. SO NOW, I AM OUT $60 AS I SIGNED UP FOR THE 5 YE4AR PLAN. SO, I AM NOT ABOUT TO LOSE MORE MONEY. AND IF THIS IS NOT RESOLVED, I WILL TELL EVERYONE WHAT A RIPOFF YOU PEOPLE ARE. I WOULD REALLY RATHER BE A HAPPY CUSTOMER.
March 21st, 2009 at 12:38 am
I ordered the MJ 10 hrs ago over the phone and my credit card (VISA) is already charged $46.90 + $1.00.
I suppose that the amount is because i wanted to have it in 3 days and i paid the charge (about $4 as stated on the message).
Now, reading all this reviews i started to be a bit scared and i do not know if i should call my credit card to stop the transaction or i should give it a chance.
I keep my fingers crossed and i will keep you updated on my MJ journey. Wish me luck and good luck to all of u!
March 29th, 2009 at 5:37 pm
I have seen several mentions to fire wall interference but no comment on which one and how it was corrected. Any help here? My MJ drops the line within one minure of a conversation being started.
March 29th, 2009 at 8:48 pm
I have had MJ for almost a year. In all, it works good. It is not perfect, but it is perfect for my needs. My cellphone is my primary phone. It is nice to have a land line that I can give out to people or companies that do not need to contact me immediately. In all, the device works fine and the quality is fine. I have experienced the frustration of dealing with MJ support, but I haven’t had to use it very often. I will be purchasing the 5 year plan at $59.95. The device fits my needs and lifestyle.
April 1st, 2009 at 4:42 pm
I have magicjack and it working fine. My problem is Magicjack Has charges my credit card twice and I would like to be refunded. Please direct me how I can talk to a service representative to get a refunds.
April 6th, 2009 at 2:47 pm
I too have found MJ’s customer service center to be staffed by cretins totally unable or unwilling to fix problems or give an honest answer.
Has anyone else had problems dialling an 800 number using MJ? I have a calling card through a company called Onesuite. I dial their 1-800 access number and then type in my code. Except that MJ has blocked the 800 number. Whenever I dial it (if it actually connects) I get a busy signal.
When I’ve reported this to MJ customer services the tediously slow conversation has included them promising to pass my problem on to their engineers who will investigate and call me back. They never do.
It makes me suspicious that MJ are blocking competitors to force me to use their service to make international calls.
And yes the Onesuite 1-800 number works perfectly on other phones.
April 16th, 2009 at 2:59 pm
Sorry DB, magicjack is a ripoff. I have spent hours with your so-called experts to solve a problem of service. All I get is a promo video every time I try to make a phone call. The “experts” you have in your cutomerservice (lol) can not fix the problem nor do you offer a viable fix to be downloaded. I requested a new unit to be sent only to be ignored. Your “customer service ” does a relay on the complaints keeping the customer on line for hours giveing a fix which includes among other things, a demand to shut down the firewalls and turn off the anti-virus programs. Yeah, right!!!
Emails to you don’t work. Phone calls to you don’t work. Your customer service is a joke. The chat line is even more of a joke.
Since this appears to be a cyber crime I have contacted the Illinois Atty Gen and filed a complaint. I would suggest to all that if you have hade the trouble I have had, you do the same/
April 16th, 2009 at 3:27 pm
OOPS, should have said to contact your respective AG with your complaints. The “chat line I referred to was the “Live Chat” one finds on the MJ site. I have never been able to reach MJ by phone. I have followed all the instructions give on the Live Chat: 7.5 hours worth. All repitition after the first 1/2 hour from different “names” who all profess to have more knowledge than the one before.
Questions asked are “ignored”, just instuction given and generic “answers” .I do believe it is just a LOOP set up to keep dissatisfied customers at bay with prescripted “answers” Easily done these days. Wouldn’t it just be easier on MJ to fix the problems?
April 19th, 2009 at 2:43 pm
Recently purchased the magic jack and it works great. I did see my credit card was charged immediately but when I contacted magicjack they informed me thru an email that it was because I selected the easy pay option when ordering. Although I didn’t think this was explained at the time I ordered it I accepted this and felt it was a minor issue. . I will say that when I contacted the 24 hr chat line the rep hung up on me when I advised them they had made a billing error by charging me right away. The rep told me then call the billing number on my credit card and hung up. I found this down right rude and this was a supervisor I spoke with. I then emailed them and had a response with in 5 minutes. The product itself works wonderfully and I was surprised to find when someone calls in they get put on hold, what a cool feature. I would say the product receives and A+, customer service a C- but then again this is a new company and they are having growing pains. Can you overlook these issues, if so buy it, if not stay away. Also their tech service receives an A+ too.
April 19th, 2009 at 7:32 pm
Well, I bought mine today at Radio Shack. After reading all the pro and con comments, my Magic Jack is going back to Radio Shack tomorrow.
April 23rd, 2009 at 11:36 am
I have yet to be able to contacy Customer Service at the phone number listed on my bank account as the withdrawer (magic jack) or the websites. I ordered and was charged for the 5 year plan, but not credited for it. I cannot find a way to contact them. I intend to put a complain in with my bank, and have them remove the charge. Mayber that will cause some response from magic jack. The features work nicely. Theitr service does not,
May 14th, 2009 at 10:14 am
I am okay… with the MJ as a whole, but I do have problems with the guarantee/customer service wise. The MJ is not 100% perfect. So, what is? Maybe it has a few more inconvenient problems than other phones, but the reality is, NOONE GIVES YOU A BETTER PRICE FOR A PHONE LINE, so I can deal with the problems providing they are not permanent and correctable. This is where MJ’s Customer Service becomes a problem and WHY the public is so angry lashing out with LOUD COMPLAINT.
This is my second MJ so I experienced and feel I know the problem very well. When my first MJ appeared to work fine, then suddenly no sound could be heard and then suddenly it would work again. I contacted CS through the chat… ON MANY OCCASIONS and chatted FOR HOURS each time. Being run through the same series of checks, balances, repetitive questioning, at the instance of each representative. After several months, I had to literally flip out on them in chat to stop putting me through these endless chats getting nowhere. THE DAMN THING IS DEFECTIVE. WHY DO I HAVE TO GO FOR MONTHS LIKE THIS WITH A DEFECTIVE PRODUCT. YOU MADE PROMISES TO REPLACE OR REFUND. LOOK AT THE HISTORY OF CHATS and REPLACE THE DAMN THING. I had to repeat this 6 times in my last 2 hour chat (7 in total), while the CS kept insisting we go through the same procedures again, so as you can imagine I was livid. The end result was finally, okay, we will replace the MJ and a request that I UNDERSTAND THAT SO MANY PEOPLE ARE TRYING TO GET FREE MAGICJACKS by saying their MJ is defective. They don’t return the defective MJ and keep the replacement. Enough said. I am not a thief, I don’t like being treated like one, and there REALLY IS ABSOLUTELY NO REASON A PROFESSIONAL COMPANY SHOULD EVER TREAT A CUSTOMER LIKE THIS (going through the repetitive motions for months) for fear they are being ripped off). The reason is wholeheartedly understandable, but the handling of the problem is UNCONCIONABLE! CHANGE THE RETURN/REPLACEMENT policy to protect yourselves and your customers and maybe they will stop bitching.
May 24th, 2009 at 11:25 pm
I have issues with compaines that do not stand behind their product. No one else is out here on the market making Magic Jack, so that we can be assured that only one company makes it, so no one can falsely return a product to them. But when the product malfunctions, you are told to return to where it was purchased, what is on the site, does not apply to products you did not order online.
The problem is the renewal for the Magic Jack is through Magic Jack, when I told them that, Ruby disappeared and did not reappear. Customer service with this stinks, someone at the company seems to believe that they are not responsible for their product, I was told by a higher up named Lewis that no factory warranty exist for the product, so I guess is buyer be cautious. I am stuck with a service that I paid for that I cannot use, because the equipment don’t work.
June 2nd, 2009 at 7:50 am
Sorry! This guy lies out his butt! According to the responses above, he says they no longer accept debit cards…WRONG! I just attempted to find out what their “free trial” would cost on June 1, 2009 and was charged the full price (yes…on my DEBIT card) as a preauthorization. Now…yes, this means that this is not a valid withdrawl, however, Mr. Magic Jack states that the charge does not become valid until after 30 days…WRONG! Mine was set to be withdrawn on the 3rd…that is two days, not 30. Where did this jack-off learn to count? I have sent complaint to the BBB of Southeast Florida and am in current dispute with this company. My advice? Let people know what this is going to cost them BEFORE they enter their information, not AFTER and provide people with a way to cancel at any time if they decide they don’t want it rather than charging them from the get-go. These suggestions also appear in my complaint. Contact information would also be a great addition. Why do you make it so difficult to contact if you are a legitimate business? Only scam artists pull these kinds of stunts. That makes me wonder about Mr. Magic Jack…
June 2nd, 2009 at 12:00 pm
I have been using mj in and out of usa, installing this device on every labtop and computer i can get my hands on (its my cell phone), most of the problems people are having is with the bill ing and not the device itself, I know I am doing extensive research on this as I am becoming a reseller in my country and I would not let my customer go to their customer service I will deal with those, so apart from their billing problem and minor echoes here and there I give this product a 8/10> Ramjeet needs to chillout ant the VOIPBUSTERS.com link does not work unless its from australia
June 2nd, 2009 at 12:03 pm
my recommendation is that people buy it from 3rd party like best buy and so fort,the return or exchange policy I think would be easier
June 5th, 2009 at 3:56 pm
i want to know if the price to call a house phone in united kindom is 0.02 cents a minute
& what do i dail to get my family ate a house phone # that is 01354691275
June 8th, 2009 at 2:25 pm
I purchased a Magic Jack at a local Best Buy. I’ve had it almost a month and it works very well. I actually work for a Regional Bell telephone company in the Southwest and plan on porting my home phone number to MJ when the capability of doing that exists (projected for sometime in late 2009). For me the MJ works just fine and it’s simple to use. Also I had the pleasure of meeting the inventor in person. I only wish I would have dreamed up this product and service because it is wonderful.
June 8th, 2009 at 3:39 pm
They suck and here is why
Please wait for a site operator to respond.
You are now chatting with ‘Victoria’
Victoria: Hello, how may I help you?
Kurt: My voicemail systems just keeps revolving me around in the system, and I do not gte email voicemails anymore?
Victoria: Hi Kurt
Victoria: I am sorry to know that, you are encountering problem with using magicjack. Let me assist you with this.
Kurt: When I hit #1 for new voicemail, it just goes right ot the menu promps
Victoria: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista):
Victoria: http://upgrades.magicjack.com/upgrade/upgrade.exe
Kurt: Hello Victoria
Kurt: Hello Victoria
Victoria: yes
Kurt: I’ve done that several times, does not work
Victoria: Open task manager (control+alt+delete) and click the tab named ‘Processes’. Locate magicjack.exe if you see magicjack.exe then select magicjack.exe and click on end process button. After that unplug your magicJack, wait 15 seconds, and plug it back in.
Kurt: OK, I’ll try that. Also my Mother’s is not working either and the ringer stopped too, any thoughts
Victoria: Make sure the ringer on your telephone is in the ON position
Victoria: Make sure that the ringer volume is in the proper position
Kurt: After I plug the magicjack back in, will it start it up again automaticly?
Victoria: Yes
Kurt: Yes the ringer button is not the issue, she told me she downloaded IE version 8 and it stopped ringing
Victoria: Now please check your voicemail
Victoria: Your voicemail has been re-set now.
Victoria: Voice Messaging email address:
Victoria: Voice Messaging Password/PIN: 1234
Victoria: To retrieve your voicemail, simply use your mouse to click the VOICEMAIL button on your magicJack softphone, or dial your own number (from any phone). At the automated voice press the star (*) button. When prompted, enter your default password: 1234. Then follow the prompts to change your password, customize or retrieve your voicemail.
Kurt: Allmy messages are gone now????
Kurt: I had 12 and now they’re gone?
Victoria: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
Please wait while I transfer the chat to the best suited site operator.
June 8th, 2009 at 6:29 pm
I bought the Magic Jack with high hopes from all I had heard about it. When I put it into my computer, (this is a high end fairly new computer), it did not work. I could not use it at all, the quality was so bad that you could not hear who you had called and they could not understand you. I know computers and did everything I could with my computer to make it cleaner and faster. I then went online and did everything that Magic Jack suggested. Nothing worked. Then came the Tech Support, it is the worst I have ever encountered and you do it all typing it in and being typed to, you cannot call for any reason. I was on for a total of seven hours over three days. I talked to seven people and four of them were ‘advanced techs’! They keep having me do the same things, when I said that I had done them the day before they said ‘please just do it’, meaning that they read from a script and knew nothing past that. After all this time and hours online with them I asked them to replace the item. They said they would but then!! I received an email from them saying that they were going to charge my credit card for the total amount and not give it back until they received my broken Magic Jack. I wrote telling them what I thought about this way of doing business and am waiting to receive the replacement. Do not buy one of these, they seem interested only in getting you to buy one and then you are pretty much on your own. My mother bought one and said it did not work. Stay away from Magic Jack, Bad Product, Bad Tech Support and Bad Service. Joseph
June 12th, 2009 at 9:25 am
I bought a magicJack and seems to work very well with one exception of callerid not working. I found a site “very similar” to magicjack that claims to fix the problem. Has anyone used the product from http://www.magicmojita.com ..
June 15th, 2009 at 12:18 pm
In my life I have not experienced such spectacularly poor customer service. After much effort I was finally able to get a phone number for Magic Jack from my credit card company . I called that number and was directed to another number. After being on hold for 45 minutes I was FINALLY able to get an address for Magic Jack. While being on hold I was treated to someone saying to me that”you are caller number two waiting to for customer service and your wait time is thirty minutes” Does that tell you anything?!
And this is for the owner and creator of Magic Jack: NOT EVERYONE WHO SITS IN FRONT OF A COMPUTER GREW UP WITH COMPUTERS AND HAS THE NECESSARY SKILLS TO DEAL WITH YOUR PRODUCT AS IT EXISTS TODAY….YOU COULD TRY TO MAKE IT MORE USER FRIENDLY …AN “OWNERS MANUAL”WOULD BE A GOOD START. AFTER READING YOUR RESPONSES TO QUESTIONS ABOUT COMPLAINTS IT APPEARS TO ME THAT YOU DON’T HAVE A CLUE AS TO THE NEEDS OF YOUR CUSTOMERS…OR MAYBE YOU JUST DON’T CARE!
June 16th, 2009 at 2:13 pm
I have been using magic jack for a while and i’m very happy with the products. What i did i started selling and helping people save money and i have sold thousands in just 2 months. I have also set a tech support but i only have 2 customer used this tech support. When i sell the magicjack i educate my customer and my members the features of the products. I have set up a training videos on my site and learn more about the products. Outstanding work to Dan Borrislow for saving us a lot of money on telephone bill. To learn more you can visit my website at http://www.wooviiinc.com.
June 19th, 2009 at 11:43 pm
Majic Jack has the worst customer service of any company I have ever delt with in my entire life ! The phone never worked right for me, always stactic & hang ups. Customer service is only on line & every time I had a problem had to spend at least an hour trying to figure out the problem. After more than ten hours on line for the same problem that I would have start explaing from the start again, I disconnected it. For months I still would have MJ interup my voicemail on my new phone number. Customer service kept me online for an hour twice & I still have a problem. COMPLETE NIGHTMARE !!
June 20th, 2009 at 3:52 pm
i love magicjack, ive been using it for the past year and had only a few problems with it when i first got it, it took me awhile to figure out the internet connection must not be used for heavy downloading while talking on magicjack. but so far so good im very happy with it
June 21st, 2009 at 4:32 am
Well, my magicjack came on Monday and it installed flawlessly on two of my computers, but was a real bear on the third one, a mini-notebook. First it seemed like the problem was Nero7 wanting to own every device that the computer considered to be a CD drive, which is what one of the virtual drives in the magicjack is considered to be by Windows XP, but after the uninstall of Nero7, problems persisted. So I thought it might be that my year old Asus eee PC701 was not supplying enough current thru the built-in USB ports, so I tried using an externally powered USB hub which could deliver 2 Amps of current @ 5V, but nada. Finally, I started doing searches of my hard drive for files and registry entries for file turds left by the Nero7 uninstaller, and found dozens of the nasty remains of Nero’s horrid uninstaller; there was still so much crap left on my computer that I started seaching the web for registry and .dll cleaners. Low and behold, I found a Nero7 Clean Tool utility on Nero’s site which cleaned up the mess left by Nero’s uninstaller. A warm boot and, shazzam, the magicjack software installed like a charm. I’m happy as a clam now, enjoying the excellent VoIP I get on my FiOS connection at home. My only complaint about magicjack is that their site faq’s don’t mention the prevalance of Nero software conflicts and the friendly customer service chat staff was clueless on technical problems. But I didn’t pay a lot of money for magicjack hardware and the cheap annual service cost, so feel it is a very good value.
June 29th, 2009 at 8:59 am
I had seen ads for this service for many months. My first feeling was “how can they do for $1.75/mo what others charge 10 or 15x”. Well to some extent you get what you pay for. Unlike Vonage for example, I can not dial a call from the handset. It must be via the computer. I find this inconvenient and when out of the office at home consider it incoming only, which it is.
Reviewing Customer Service is easy, it does not exist, LOL. However there are Fortune 500′s who do not do much better. I know they make it so easy, and for the most part it IS. Nevertheless someone who can turn on a computer and nothing else will probably be lost when something bad happens. A basic understanding of electronics, computers and the Internet would be very helpful.
I never and still do not consider this as my primary telecommunications device. It’s more then a toy, and less then POTS(plain old telephone service). Never the less for a $20.00 investment in hardware and less then $1.75/mo fee it is fine. If you have unlimited usage on your cell don’t bother you don’t need ANYTHING else. We in SE Florida learned a few years ago while it took WEEKS to get our landlines back in service the cells just kept on working. Lines were often busy, but with the understanding that EVERYONE was in the same boat, and this demand was so much greater then the system was ever designed for. Inconvenient? Sure, but most were able to get through even if it took an hour or more.
So IMHO, if you have need or desire of an additional telephone service with eyes open and expectations in check go for it!!
June 30th, 2009 at 10:42 pm
I went through 3 magic jacks and as a certified tech I tried it on multiple computers. It probably worked an average of 25% of the time. Me and my wife would make names all the time like magic jerks and stupid jack. They ripped me off and wouldn’t give my money back all the while they are bragging how they sell 250,000 units a month but people on the forums couldn’t figure out the problem with theirs either. They didn’t send the unit right away and then claimed it was too late to send it back with all these foreigners you can’t understand. It is the worst piece of crap I’ve ever seen in my 43 years.
July 1st, 2009 at 4:30 pm
I would be Verry Happy to join a Class Action Suit against this company! I have read all of the above comments & side totally with the individuals who claim this MagicJack to be worthless!!! I placed my order for the product on a Sunday Morning & as I was looking over the order that I had to print out for future use, I realized that it indicated I was ordering 2 of these things……I immediately tried to reach them & told them that the order that I had just moments ago sent indicated MISTAKENLY that I wanted 2 & that I had typed in only 1 and could they fix that before they sent my product…..well they replied to my email, and said (get this, since it was a Sunday early morning) they said MY ORDER HAD BEEN PROCESSED & HAD ALREADY BEEN SHIPPED!!! That was NOT POSSIBLE, due to the day & the time of day this was taking place!!!!! ! But I happened to find the name of the inventor & when I called his phone number, I got a billing customer person! this person said it was too late to do anything. I was billed for 2 magicjacks approx. $80. After chatting for 3 days, & hours at a time each session it worked for ONE day!!! Has never worked since then & I have just unplugged it. Don’t mine losing the $80 bucks, learning experience you know;;;but don’t want them to bill me for using (since I’m not) the thing in the second yr. You know they say you don’t pay anything for the 1st yr then its $19.99 a yr.
Guess, I’ll have to take it up with my credit card. Let me know how to sign on for the Class Action Suit!
drjodoe @ comcast.net Thanks for listening to me vent.
July 1st, 2009 at 4:36 pm
This is Daisy again, P.S. when told it was too late, I thought oh well, perhaps I can give one of the things to a family member as a gift. I kept the thing around for a month or so before finally buying a new phone to use with it & like I said before……after lots of chatting with everyone & finally one of supervisors, it worked for one day & never has again. Just keep getting the message that the thing has to be plugged in, then the “lucky you, it is being downloaded” or some dumb thing then it doesn’t do anything except for more pop-ups saying I need to insert “disc” ????what Disc?? JUNK, GLAD I DIDN’T GIVE THE SECOND ONE TO A FAMILY MEMBER OR FRIEND!!
July 2nd, 2009 at 10:25 am
I bought my magic jack which was mailed to me in june 2008 and i suscribed to a 2 yr contract then. I remember i made a payment of 39.95 dollars then. To my amazement my my magic jack stopped working after one yr with an inscription saying that my contract has expired. This to me is rip off. It really needs to be looked into
July 3rd, 2009 at 10:29 am
I purchased a magic jack like everyone else to cut costs, a hundred dollars for 6 years of service I didn’t feel was outrageous. I knew that there might be issues, and that I might need customer service, however, to this point the only problem I have had with mine is that sometimes when I am talking on the phone to someone it will cut in and out, making the conversation unintelligible. I am not totally computer naive, so after thinking the problem through I took the phone filters I had from a previous dsl and installed it on my majic jack. Walla, no more cutting in and out. I am totally happy with mine and I think the people that are complaining tried to cut costs and then when they had a problem they forgot the old slogan “you get what you pay for.” Every new product has glitches, if you don’t want any, then pay more and quit complaining. There is no excuse for poor customer service. I agree. If the product quits working, it should be replaced, I mean how much can it cost to make something that sells for 19.95. Im sure it will all be worked out. Try these numbers, I did a little research and found them on line easily.
Daniel Borislow
5700 Georgia Ave
West Palm Beach, FL 33405
(561) 586-3380 – Voice mail is full – try this number 281-404-1551
Heres antother address:
1045 South Ocean Blvd.
Palm Beach FL 33480
July 3rd, 2009 at 12:10 pm
*** LUCKY TO HAVE DODGED THE BULLET ***
Recently I took on the undertaking in ascertaining (investigating) if MagicJack ( see website: http://en.wikipedia.org/wiki/MagicJack ) really works well and will actually do what it advertises (promises). In my Internet on-line research, I have come across scores of complaints by numerous disappointed customers who, from my unbiased perspective, seemingly had justifiable grievances and reasonable criticisms about this company’s product and service.
The greatest number of issues and complaints about MagicJack generally seem to fall in two compelling categories: (1) the most significant deficiency in not having a reliable, competent, and capable customer service that is unable to satisfactorily handle and timely resolve customer issues and problems concerning their product and service. (2) That the company overtly and purposely misrepresents or does not fully discloses its product and service failures (glitches, malfunctions, etc.), known inadequacies, and existent capability limitations or shortcomings.
However, since I am on the telephone a lot (re: calls, faxes, etc.), one particular Internet red flag testimonial came from a previous – and apparently an one time happy – MagicJack customer who indicated that the company’s once touted an advertisement blurb about having unlimited calls, later quietly changed this customer inducement feature without sufficient notification. Without warning from the company, MagicJack discontinued his telephone service saying that he made an excessive number of calls.
As such, in effort to get a better idea and insight what this company truly stands for and what one can likely expect in the future as a customer, I fully read MagicJack’s “Terms of Service” (TOS) (see website: http://www.magicjack.com/tos/ ). All I can say is – what a bunch of malarkey!!!. This TOS contractual agreement is nothing more than a one-sided, self-servicing, self-protectionist document that only benefits the MagicJack Company with no reasonable legal consumer safeguards, rights, or protection provided to the customer.
Believe me, I’m glad that I have the educational background, life experience, and common-sense in being a sensibly vigilant consumer before buying into MagicJack’s glitzy advertisement and seductive commercial propaganda. After what I have extensively learn and uncovered about this highly questionable company, all I can say is: Dan Borislow (inventor, founder, and owner of MagicJack) – you should be ashamed of yourself!
Moreover, to any future or present customer – “Buyer Beware”! The purported savings on telephone calls that this obvious avaricious company intentionally touts may not be as advantageous as you were lead to believe or expect. I have determined after much research and consideration that taking a gamble with this somewhat dodgy company is not worth their so-called advertised benefits. As a consumer, I rather deal with known reputable businesses with a public record of integrity, reliability, fairness, and being pro-active about consumer satisfaction.
July 4th, 2009 at 10:13 pm
How can I delete the software of Magic Jack that is installed on my computer?
July 5th, 2009 at 9:04 am
I’ve had nothing but problems with MagicJack. I got charged too early, had to wait about 6 months to get a number in my area code, had numerous problems with maintaining connections and when it finally began working, couldn’t extend/renew my account, even after several weekly live chats couldn’t correct the error preventing it. If there’s ever a class action suit, I’ll bet I qualify and I will sign up.
July 7th, 2009 at 5:27 pm
Yup. Buyer Beware! Magic Jack – they don’t like publishing their customer service number out of fear they’ll be flooded with calls. When you do get a live chat person , they work off a script. They’re slow.
I had MJ for about 1 month. They sell it saying $39.95 – $20 for the device / $19.95 — well this is a USB device. So what happens if it dies on you? – where’s the warranty ? Mine died , for whatever reason – won’t respond , no blue light. They won’t replace it, other than saying that you can BUY a NEW one, but Don’t register it yet. Buy a new one for another $39.95 – then start a chat so they can port your existing number. But if you already tried on your own, you’ll most likely have already registered the new one with a new phone number. So another $39.95 down the drain , unless you just accept the fact that you’ve been scammed by magic jack. Where’s the FTC ?? Who’s protecting the buyer ? I mean, I would’ve accepted the fact that devices die or stop working , BUT if they advertise on national TV and PROMISE something, they better deliver.
Anyhow, cut a long story short. $39.95 is not $5. It’s a meal for some families.
For some, it’s not the money, but it’s that crappy feeling that you’ve been raped from behind that people can’t take.
$20 for the device / $19.95 for year of service regardless of where you purchased it.
So what happens if the device craps out ???
You get to use software on PC? – what happens if you get a new PC or it crashes ? Then tough luck, get a new device that you cannot port unless you already went through hell with one of their live call reps.
Do these things really happen where USB device goes bad and PC loses software? I don’t know about you, but in the real world, stuff like this really happens.
At the very least, Magic jack, give me something reliable that’ll last for a week. Not a month.
Because $39.95/month , I could’ve gotten a real phone minus the headache. Again, if I had not been gullible enough to believe that a commercial on national TV will at the very least honor a contract.
July 11th, 2009 at 2:16 am
Just got off the chat line. Over an hour. Here is a transcript:
Iggy: Hello, how may I help you?
Greg Boyer: Hi,
Iggy: Hi Greg
Greg Boyer: Whenever I click to view a text file in Mac OS X Magic Jack launches and overrides the command.
Greg Boyer: This happens on two systems.
Iggy: When did you encounter this?
Greg Boyer: From the very start of using a Magic Jack
Iggy: Did you try view a text when your magicjack is unplug?
Greg Boyer: Yes. It works fine then.
Iggy: Only when magicjack plug in
Greg Boyer: The only way that I can view a .txt or .rtf is to open Text Edit and then open the file with the “Open” command.
Greg Boyer: Only when the Magic Jack is plugged in is when there is a problem.
Iggy: May I know what type of text file you open?
Greg Boyer: .txt or .rtf
Iggy: One moment please…
Iggy: Apply this steps
Iggy: Click the Apple menu then select System Preferences.
Iggy: When the System Preferences screen appears, click Security.
Iggy: Under Security, click Firewall then click the radio button besides “allow all connections”
Greg Boyer: It is already set to that.
Iggy: Ok
Iggy: One moment please…
Iggy: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
Greg Boyer: OK
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with ‘Nicole’
Nicole: Hi, Good Day! I’m Nicole and I’ll be assisting you. Please allow me to read your chats so I may know the main concern of your issue.
Greg Boyer: OK
Nicole: Thank you
Nicole: So, you’re using Mac, right?
Greg Boyer: This happens with any text document .txt, .rtf or .doc.
Greg Boyer: Yes, MacPro 10.5.7
Nicole: What do you want for that document?
Greg Boyer: I WANT TO BE ABLE TO READ THE DOCUMENT!
Nicole: Click the Finder at the top of your computer screen.
Nicole: Look for Magicjack drive, usually named PHONE with the following folders inside it ( AUTO RUN, DONT USE THIS DRIVE AND MAGIC JACK )
Nicole: Double click the Magicjack Folder
Nicole: Copy the file name Addressbook.xml to make back-up.
Greg Boyer: OK
Nicole: You may save that as well.
Greg Boyer: Saved the .xml file
Nicole: yes.
Greg Boyer: I saved it.
Nicole: ok
Greg Boyer: OK, now what?
Nicole: Unplug your magicJack now. After at least 20 seconds, plug it back in.
Greg Boyer: Hello….are you there?
Nicole: yes, I’m here,.
Greg Boyer: OK
Greg Boyer: I plugged it back in.
Nicole: Blue light is on?
Greg Boyer: Yes
Nicole: Please double click the magicJack icon on your desktop.
Greg Boyer: OK
Nicole: Do you see the dial pad now?
Greg Boyer: No. A small window comes up and says to double click the icon to start calling.
Greg Boyer: Hello…..
Nicole: Okay, you may start calling now
Greg Boyer: That’s not the problem…..I was always able to call and receive calls. I cannot open text files as long as Magic Jack is open.
Nicole: Do you have any antivirus running?
Greg Boyer: No.
Nicole: Because there’s something in your software that blocking magicJack and once device is plugged in, the text files won’t be read.
Greg Boyer: No, there is something in the MagicJack that is overriding the text file links.
Nicole: Okay, now, try to try it again.
Greg Boyer: I just did. When the MagicJack is turned off I can open text files. As soon as it is enabled I cannot open the text file.
Nicole: mm, I see..
Nicole: I have to check that here on our end.
Greg Boyer: OK
Nicole: Would you mind to try it later after 30 minutes?
Nicole: I will help you with this.
Greg Boyer: I have already been on this chat for over 30 minutes. I would like to get it resolved now please.
Nicole: Yes, we will fix that..no worries.
Nicole: So, anything else you want to add before we leave?
Greg Boyer: I’m not leaving…..I want to get this fixed now please.
Nicole: But I have to check it here on my with our connections.
Nicole: And if we will not end, you might be more affected.
Nicole: Because you’re online and me too.
Greg Boyer: Please start checking now then.
Nicole: I am..
Greg Boyer: What have you found so far?
Nicole: I’m doing some upgrades and its still downloading…
Greg Boyer: OK…great
Nicole:
Nicole: Hope you can continue holding.
Greg Boyer: I’m here.
Nicole: ok
Greg Boyer: What is happening now?
Nicole: I’m sorry but its still downloading, it may take some time..
Greg Boyer: You must have a very slow connection.
Nicole: No, its not, its really like this if you’re getting an issue.
Greg Boyer: Maybe you could tell me what you are downloading?
Greg Boyer: That way I could understand why it is taking so long.
Nicole: Its with our connections that connect to your account, so I have to do it accurately and really sure.
Greg Boyer: After seventeen years in computer technology I have found that it pays to be accurate. But you really don’t want to be trying to “baffle” somebody that knows what is going on either.
Greg Boyer: I hope you noticed that I used a polite term “baffle”.Nicole: Thank you for holding,,,and I did check your
Nicole: account and it has an error occurred so I did
Nicole: refresh it and now everything is okay and running…
Nicole: ..but the system will be fully activated on your
Nicole: end within one hour or less to make it working completely,,,
Nicole: ,no more worries,,,
Greg Boyer: OK….that’s great. I will check it out in an hour.
Nicole: yes, no more problems;)
Nicole: I thank you so much and I appreciate your patience.
Nicole: Have a goodnight and bye..take care
Nicole: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the service I provided. Please click the “close” button on the top right of this screen and the survey will appear. Thanks again!
Greg Boyer: So, thank you.
Nicole: Not a problem..
By Golly…..surprise, surprise……It still doesn’t work. I have had some really strange computer problems ever since I installed this thing. Phone calls are great….that part works fine….it’s just that it is thrashing my system.
THEIR TECH SERVICE IS TOTAL BUNK. THE PEOPLE THEY HIRE HAVEN’T GOT A CLUE. If California was still a functioning state I would probably forward this to the Attorney Generals Office. But alas, California is doing it’s best to imitate GM.
July 11th, 2009 at 1:49 pm
I have had MJ for about 1 years and have had excellent service with it. I do not use it daily, but like having it when I travel. My wife and I recently traveled to Caucao and called back home daily, it cost us nothing above the cost for the WI-FI that we would have had either way. We became friends with another couple, and they too called home, back to Canada numerous times. From the island there is a hefty charge to use the landline phone to call the US. MJ paid for itself just in the time we were on vacation.
I just recently signed up for the 5 year, $59 service, how can I go wrong for less than $12 a year?
July 14th, 2009 at 12:37 pm
This sounds like a great product and look forward to using this MagicJack system when it is developed for Linux. I don’t like running my XP and Vista machines all the time for various reasons but don’t mind at all leaving my Linux box running constantly.
Please let us know when you release your Linux version and the Ubuntu forums will start buzzing:)
July 16th, 2009 at 8:26 pm
i have been trying for 2 days to get to someone who can help me ,but haven’t been able to reach anyone. my magicjack will still make phone calls, but i can’t see the screen on who calls me. the screen is only about 1/2 inch large, and i can’t get it to go any larger.
July 30th, 2009 at 9:08 pm
After MONTHS of Magic Jack problems, I wrote the inventor and CEO. Here is his address:
BORISLOW, DANIEL
P. O. BOX 6785
WEST PALM BEACH FL 33405
July 31st, 2009 at 12:48 pm
MagicJack can and will permanently cut off your service without notice and they will stand behind their right to do so.
August 2nd, 2009 at 11:32 am
The Idea is good, Now all you need is People smart enough to make it work. I didnt buy MJ I new it was a fraud from the begining. Most people here probably heard it on a LATE NIGHT INFOMERCHAL. that should have been your first warning. But I am sorry for all of you who spent hard earned Money for a Greedy Persons ambitions. ALways check Consumer reports. RIP OFF REPORTS, before spending money. These people try and use the Law to there advantage RIP you OFF and Its Legal. Or atleast they try and make it seem that way.
August 3rd, 2009 at 10:29 am
This is my actual live instant chat conversation copied and pasted so you can see what is in your future with Magic Jack. For this reason I want to join any class action lawsuit. Here it is…
Please wait for a site operator to respond.
You are now chatting with ‘Joshua’
Your Issue ID for this chat is LTK419068716499X
Joshua: Hello, how may I help you?
G: Can you tell me why I am suspended for too many out bound calls? I have usage until 1-12-2010.
Joshua: Hi G.
Joshua: Thank you for bringing up your concern to us.
Joshua: Can I have your magicJack phone number please?
G: 510-406-7023
Joshua: Please wait while I check that for you
G: Thanks
Joshua: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with ‘Mandy’
Your Issue ID for this chat is LTK419068716499X
Mandy: Hello, G.
Mandy: Please hold on for a while and allow me to review your chat so that I can assist you further.
G: Hi
G: k
Mandy: Thank you for waiting.
Mandy: Did you get a recording message to call the 214 number?
G: no
Mandy: Can you try placing a call from your magicjack please?
G: Please hold
Mandy: Sure.
G: It says no network connection error 9
Mandy: Okay.
G: Please help because someone is coming from Florida and only has that number to call me when they get out here.
Mandy: Please call this number 214-884-5124 from your different line or cell phone, G. You need to call that number to fix your issue.
G: will you stay here?
Mandy: No, all you need to do is to contact the number, G.
G: k
Mandy: Okay, thank you so much for your time.
G: there is no answer
Mandy: You can call that number during business hours EST.
G: aw man
Mandy: I do apologize for the inconvenience, G.
When called that number the next business day 214-884-5124. I was told that I now have to pay 1 cent per minute from now on because of over usage. I asked the person how much time was I on the phone because barely use this thing because there would weeks when I would not even have the phone jack plugged in the computer. He said he doesn’t have that info. I then asked how mush time is a Magic Jack user allowed to use these things before we have to start paying for every call and why don’t you advertise that we would have to start paying for this aside of the yearly $19.99 after a certain time of using this thing after so many minutes? He said he doesn’t have that info either.
August 5th, 2009 at 7:12 pm
well i have heard enough,i was going to buy one of these but after all the negative i have heard i will not.main reason being the credit card charges and cruddy customer service.but just so most of the posters understand,att and its customer service for internet is just as annoying and frustrating.i think all buisinesses train there so called techs to be annoying and unhelpfull,but the fact you cannot call and the thing with the credit charges irks me the most,this why i will not purchace a magic jack,and the owner should not come across as so arrogant and never call your customers liars.
August 6th, 2009 at 1:30 pm
Like anything else, some will like it and some will have problems. You can’t please 100% of the people 100% of the time. That is why we have Verizon, AT&T, Sprint, McDonalds, Burger King, Hardees, etc. etc. Ford, Chevy, Dodge…
I bought my MJ about 2 or 3 weeks ago. Two days after I installed and activated it, I worked from home using my company laptop. I am in the telephony department, I have Avaya IP Softphone installed. I setup as a “teleworker” and used my MJ telephone number to bridge my office phone. I held two days of audio conferencing sessions, both lasted 8 hours and then another on the third day that lasted about 5 hours.
Only issue I had was a “key-tone” about every 15 – 20 minutes. Otherwise, the call was totally and impressively flawless.
I know that when I feel I am being ripped off, I want to rip the heads off of the folks at customer service but, so far, I have enjoyed my MJ. So much so, that I stuck my neck out and bought the 5 year deal.
My wife and I have cell phones from Verizon and AT&T but, since she is home now (unemployed), I wanted her to be able to minimize her cell phone minute usage… MJ was the answer.
August 14th, 2009 at 10:55 am
It worked fine, even flawlessly the first month or two and now I get “error 3″ about half the time I attempt to use it. No other internet problems on my end and I’ve just switched back to skype (which is not totally reliable either, but better than this).
August 15th, 2009 at 7:10 pm
I purchased the product today. it took abt 5 mins to set up and to use. i love it!! So far so good!
I will writeback if my experience changes my mind
August 15th, 2009 at 11:56 pm
I ordered the majicjack was not satisfied. I have yet to receive my refund. You can not get someone to help you. Please do not buy this bull.
August 16th, 2009 at 3:54 pm
“They will also be instructed by Live Chat when they sign on to it or when they ask an agent. Try it yourself.” said Inventor/owner…..Well I have tried it and all I get are the Q&A ans..never someone live to solve for a problem.. Echo of only my voice when I speak.
Tried the Q&A methods and problem not solved. Always referenced to “Buy more sales pitch page”..
People say “you get what you pay fo” defeated already.. Cost dosen’t mater $1.00 or whatever –just give me what you promised..seems fair to me What a concep111
It would be great to be on line at least with a live rep. to walk me through process and correct the problem. . Other then that set up was very very easy and everything else works fine.
By the way–good article.–cPg
August 18th, 2009 at 10:40 am
MagicJack Upgrade Time!!
There’s a company that buys back worthless magicjacks for full retail price. I’m sending mine in.
August 18th, 2009 at 5:21 pm
OK, so I read what was here and decided to check for myself the BBB report – http://www.seflorida.bbb.org/businessreport.aspx?companyid=92003333 and their rating is significantly different than before. Is it good or bad? I don’t know, I have a landline.
August 19th, 2009 at 4:07 am
I bought a magicjack last year and always had static and I always had to hold my phone at a certain angle to be able to hear and talk. My year was up last week and I decided to order a new one to see if anything had changed. I plugged it in and plugged in a new GE True Digital receiver with 4 wireless phones. I have one phone that will go through three walls and have the clearest sound you would want. If you have a $9.00 phone, you will get $9.00 sound. Make sure you have a good phone. I thought the first magicjack was pretty bad but the second one I bought is more than I could ever expect. If you are running cable broadband, you may have problems with all the people on your block coming on and going off and using a lot of bandwidth downloading which will affect your speed. You can see this for yourself if you run a speedtest. The speedtest will vary up and down and I think this is where most of the problem lies. I now have Pure DSL and do a speedest and the speed is stationary and I have no static and like I said, one wireless phone goes through three walls. I could not be more pleased and I am glad I bought a new magicjack also. I took the old one apart and one of the diodes was burnt in half. This could also have been part of the problem with my first magicjack all along. It is great. I have a phone in 4 different rooms and each one is clear and calls out and rings in when I get a call. Now I am pretty sure a lot of you have slow pc’s, have slow internet, have virus’s, trojans and malware on your pc. Plus I am sure some of you don’t even have a broadband connection. So a lot of this could be your own fault. I have had Vonage and had them buy back my equipment and contract because their system was worse than my first magicjack. I have had skype and voice mail on Yahoo messenger and all had static and other problems. I also noticed the new magicjack had a few parts added and a few parts missing, like capacitors and resistors (those tiny little rectulangular blocks you can see thru the window) and this too also may have had something to do with my first one, but I think the burnt diode may have been the major culprit. I bought a new soldering gun especially made for surface mount electrical parts and I have a box of all kinds of electrical parts, so I am going to solder another diode in place of the bad one and see what happens. I also noticed a lot of you haven’t even tried the magicjack but went by what other people have said and by what the BBB and Ripoff reports have said about the magicjack. I had a cousin working for the BBB and he told me himself that competiors would pay the BBB money so the BBB would give the other company a bad grade. I have been to rippoff reports myself and saw some of the stuff people said they were ripped off on. Some of these people were off their rocker. I know that the site is there to make complaints but you could tell when a competitor made a complaint and a regular person made a complaint. For you people that haven’t even tried the magicjack, I don’t see what business you have here running it down. For the competitors that are complaining on here, that is pretty sorry to me. Like I said earlier, if you have a slow pc or slow internet, no voice system will work well. There are free anti-virus programs, free malware programs and free adware programs on the net that will clean your pc and make it run almost as good as if it were new. You may also have too many programs starting up and running when they don’t need to. Find a free startup program that will show you what all is running that you can put on manual and make the pc startup twice as fast. Ok. I do not work for magicjack or any other company. I am a disabled auto technician that has too much time on his hands. I also have carpal tunnel in both wrists from running impacts and other repeating things for around 20 years and my wrists are killing me now, so I am going to quit typing very soon. If you will clean your pc and make sure your net is sort of fast, then try one or buy one. If you go one year like I did it is close to $50 for the magicjack and one year of service. The next year is only $19.95, I think. I did not go for 5 years because I thought maybe it wouldn’t work to my liking or Big Brother would shut it down because the telco is losing so much money since everyone is using cell phones, magicjacks, vonage and skype. Don’t beat it until you try it. I will never have a landline again with those high monthly charges. Goodluck everyone and if you don’t have one, don’t beat it down. If nobody believes me, email me at dale77@yahoo.com and we will talk on our phones. Whatever phone you want and my magicjack.
August 19th, 2009 at 4:30 am
Sorry, i put the wrong email in the last message for those wanting to listen to my magicjack. It is dale77@ymail.com . Sorry about that.
August 19th, 2009 at 4:34 am
I bought a magicjack last year and always had static and I always had to hold my phone at a certain angle to be able to hear and talk. My year was up last week and I decided to order a new one to see if anything had changed. I plugged it in and plugged in a new GE True Digital receiver with 4 wireless phones. I have one phone that will go through three walls and have the clearest sound you would want. If you have a $9.00 phone, you will get $9.00 sound. Make sure you have a good phone. I thought the first magicjack was pretty bad but the second one I bought is more than I could ever expect. If you are running cable broadband, you may have problems with all the people on your block coming on and going off and using a lot of bandwidth downloading which will affect your speed. You can see this for yourself if you run a speedtest. The speedtest will vary up and down and I think this is where most of the problem lies. I now have Pure DSL and do a speedest and the speed is stationary and I have no static and like I said, one wireless phone goes through three walls. I could not be more pleased and I am glad I bought a new magicjack also. I took the old one apart and one of the diodes was burnt in half. This could also have been part of the problem with my first magicjack all along. It is great. I have a phone in 4 different rooms and each one is clear and calls out and rings in when I get a call. Now I am pretty sure a lot of you have slow pc’s, have slow internet, have virus’s, trojans and malware on your pc. Plus I am sure some of you don’t even have a broadband connection. So a lot of this could be your own fault. I have had Vonage and had them buy back my equipment and contract because their system was worse than my first magicjack. I have had skype and voice mail on Yahoo messenger and all had static and other problems. I also noticed the new magicjack had a few parts added and a few parts missing, like capacitors and resistors (those tiny little rectulangular blocks you can see thru the window) and this too also may have had something to do with my first one, but I think the burnt diode may have been the major culprit. I bought a new soldering gun especially made for surface mount electrical parts and I have a box of all kinds of electrical parts, so I am going to solder another diode in place of the bad one and see what happens. I also noticed a lot of you haven’t even tried the magicjack but went by what other people have said and by what the BBB and Ripoff reports have said about the magicjack. I had a cousin working for the BBB and he told me himself that competiors would pay the BBB money so the BBB would give the other company a bad grade. I have been to rippoff reports myself and saw some of the stuff people said they were ripped off on. Some of these people were off their rocker. I know that the site is there to make complaints but you could tell when a competitor made a complaint and a regular person made a complaint. For you people that haven’t even tried the magicjack, I don’t see what business you have here running it down. For the competitors that are complaining on here, that is pretty sorry to me. Like I said earlier, if you have a slow pc or slow internet, no voice system will work well. There are free anti-virus programs, free malware programs and free adware programs on the net that will clean your pc and make it run almost as good as if it were new. You may also have too many programs starting up and running when they don’t need to. Find a free startup program that will show you what all is running that you can put on manual and make the pc startup twice as fast. Ok. I do not work for magicjack or any other company. I am a disabled auto technician that has too much time on his hands. I also have carpal tunnel in both wrists from running impacts and other repeating things for around 20 years and my wrists are killing me now, so I am going to quit typing very soon. If you will clean your pc and make sure your net is sort of fast, then try one or buy one. If you go one year like I did it is close to $45 for the magicjack and one year of service. The next year is only $19.95, I think. I did not go for 5 years because I thought maybe it wouldn’t work to my liking or Big Brother would shut it down because the telco is losing so much money since everyone is using cell phones, magicjacks, vonage and skype. Don’t beat it until you try it. I will never have a landline again with those high monthly charges. Goodluck everyone and if you don’t have one, don’t beat it down. If nobody believes me, email me at dale77@ymail.com and we will talk on our phones. Whatever phone you want and my magicjack.
August 19th, 2009 at 4:37 am
Hey Magicjack Upgrade. If there is a company buying them back at full price, why didn’t you put the company’s name up??? I think you are a liar.
August 23rd, 2009 at 5:59 pm
You’re retarded. Magic Jack has an A- grade.
http://www.seflorida.bbb.org/Business-Report/Magic-Jack-LP-92003333
Quit being a flaming moron. This product is awesome, and it works.
August 23rd, 2009 at 8:59 pm
Boy, I believe what I’m reading here. Just bought a mj at Radio Shack today, can’t even get it to load correctly in the computer. The first error I got was that their server was down and I’d have to try later. Now, nothing happens when I plug the mj in the USB… and yes its a USB 2.0 and NOT thru a hub. I’ll be returning mine to Radio Shack tomorrow. I just hate to hear all you guys that has got suckered by purchasing directly from the company and having all the problems with the billing issues. Fortunately, I’ll get by money back from the local retailer.
I think this company has a lot of growing up to do and if they don’t straighten up, they will find themselves bellyup.
August 24th, 2009 at 2:25 pm
Well, I have to tell you that my magic Jack experiance did not start out so good. I ordered one magic Jack and was billed for 2. I called customer sevice or billing and they promptly reversed the charge on my card. I them went on vacation and lost my wallet so I had to cancel my cards. (this was a smart move) without me realizing it, For the entire next year, Magic Jack kept trying to rebill my old card for this fee again. Then they just gave up and put a ballance owed on my account. Now I have been a happy Magic jack user for one year now. I must say, I have had great experiance with this product. I love it to death! But, I can not now renew my subscription for another year or even 5 years until the billing dept take this off my account. So, I am again without a phone. I have gone to the chat site, I have called their billing number and spoken to a representative. I just get the same thing that everyone gets from them. They will send me an email in a few days. Of course, That few days never comes. Then when I call back, I am just told again, That an email will follow. And again no email. I have done this now for one month with no response from Magic Jack at all to my problem. I would love for someone from Magic Jack to see this post and take care of my problem so I can return to beeing a HAPPY MAGIC JACK USER> PLEASE MR. Borislow, Please fix the eroniouse entry on my account of $46.90 so I can renew my membership and continue to use my Magic Jack. Michael Lunnin -214-628-4756
August 24th, 2009 at 10:53 pm
I WOULD LIKE TO KNOW MEAN BROKEN STORAGE, WITH MY SYSTEM FROM MAGICJACK, HOW CAN I FIX IT
August 25th, 2009 at 2:27 pm
HEY STEVEN, Yes magicJack has an A- rating. It is like I said, the BBB was paid off. Go to the comment section and read the comments here http://www.trustlink.org/BusinessProfile.aspx?ID=206029573 which is on the BBB org site. magicJack has a rating of 2 out of 5. They got the A- only on the part of fixing customer complaints of being charged during the trial offer. Maybe you should read before you speak Richard Cranium.
August 30th, 2009 at 1:18 pm
Let’s be honest–I re-signed for a 5 year renewal license because I LIVE on my computer, use my telephone very infrequently and loathe paying for a service that I seldom use. However, you DO get what you pay for and MagicJack has many, many annoying issues. Chief among these, is its tendency to take over (and generally MESS UP) your configurations after one of its frequent updates. And woe-woe-WOE-be-unto-you if you should need to “rely upon the kindness of (those) Customer ‘Support’ strangers” in MagicJack-neverland (!) It can get…very ugly, very quickly. Not only should you expect to spend a MINIMUM of 30 minutes phone time, even after your call has been escalated to a supervisor; but these supervisory techs are a bit on the arrogant side as they fail to fix your MJ issues. In the end, I find that I repair these glitches myself…just in time for the next Magicjack update (she adds dryly)
September 7th, 2009 at 4:09 pm
Customer support does stink, but the product has worked fine in the three months we have been using it since (Step 1) doubling the memory on our old computer to half a gigabyte; and even better since (Step 2) replacing the old computer with a new one that has a gigabyte of memory and a much faster processor. Also probably important is the capacity of your broadband connection (ours is 100mbps). The biggest problem we had before Step 1 was that incoming calls would ring the phone in one long burst and go automatically to voice mail — there has been no such problem since increasing the memory. Unfortunately, customer “chat support” had never been informed that a computer’s memory capacity and processor speed are important in resolving that issue (and probably a lot of other MJ user problems as well). They never inquired, but had me on for hours trying all sorts of inane procedures that failed to work. Other than that, all the features have worked as advertised, we have noticed no advertising spam or slowdown in other programs, and the voice quality has been good — occasionally there is an echo, but not often enough to follow the steps on the web site Q&As that tell how to correct it. We use a router with no problems. We also turn the computer off at night — both the computer and MJ program come on line quickly the next morning. We use it with a DECT 6 three-module cordless phone with answering system programmed to record incoming calls before they go to voicemail, although MJ voicemail also works fine. Calls are legible on cordless modules up to 100 yards away from the base. All in all, we are quite satisfied, especially considering the savings over Verizon — $20 a year compared to $60 a month.
September 7th, 2009 at 4:30 pm
Well, I love the product, but hate the customer service. Here’s the transcript for the live chat I just had with MJ:
Tracey: Hello, how may I help you?
K: I just want to say that I had an ordering problem which was escalated to ” Dover ” – and this wasted much of my time as I needed a phone number to talk to a LIVE PERSON. He was no help getting me a phone number for a live person, but we just did a lot of google searching and finally found a number that worked – 281.404.1551. My issue was resolved by a very nice individual.
Tracey: how may i help you then?
K: But I would like this info to be passed on to ” Dover ,” as I think it is entirely unacceptable that he/she refused to find a phone number for a live person, and then abruptly terminated the chat.
Tracey: so you want to chat with dover again?
K: maybe yes; can this message be sent on if you pass me to Dover ?
Tracey: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
Chat Information Please wait while I transfer the chat to the best suited site operator.
Chat Information You are now chatting with ‘Hero’
K: Thanks, Tracey.
Hero: Hello K. Please allow me to review your chat transcript/s with the other representative/s for me to assist you better.
K: While you are looking, I will type a few thoughts.
Hero: Sure.
K: Don’t get me wrong – we love the product – our son took ours to school with him, and we wanted to get another one to take on a sudden unexpected trip. 1) The fields for ordering though, were inadequate – no separate fields for shipping and billing, and we were going to have it shipped to our destination. The destination address was certainly not going to work with our credit card.
K: 2) The field for “address 2″ (or something similar) disappeared when you went to the next screen, so there was only the name, one line for street, and then the city, state… the product would never have been delivered to us without a fourth line.
K: (The fourth line was CRITICAL for the product to be able to arrive at our destination.)
K: 3) An order number appeared before I ever confirmed the order. Now that is scary.
K: But I finally got a person as stated above at the beginning, and the order will not go through to the wrong address as they made sure it was canceled since there was no way to correct it on the online form. The individual advised me to just buy from a retailer since the online order form is inadequate. We bought our first MagicJack in July ’08, so we were unaware that it was now available through retailers.
K: So the bottom line is that the fields for the online order form should be corrected – but also that we are very annoyed that Dover didn’t just give me the 281.404.1551 phone number him/herself. What’s the deal with that?
Hero: Okay, I understand your concern with regards to the ordering system online. I will note your comments and pass that to the higher department for them to be aware about this matter and hopefully do immediately action on it. However, with regards to the phone number that you said. As much as possible, we try to resolve all issues online thru our chat support line. The phone number that you mentioned is a direct phone number to our billing department and only your bank managers knows about it. It was not disclose online, that is why Dover don’t know about it. The phone number for billing issues can be found on your statement of charges.
K: Well thanks – but I do think a LIVE PERSON phone number should also be available for MagicJack customers – live chats take too much time, and I have lost a big chunk of time over this today. But thanks for passing on the info about the online ordering – I look forward to the improvements for the next time we order.
Hero: Okay, thank you for your time and patience. Thanks also for addressing this concern to us. Hopefully in the near future, the management will be able to improve further the ordering system that we have online, thanks..
Hero: Is there anything else I may help you with today?
K: No, but have a nice holiday (the rest of it), and thanks for your help.
Hero: Same to you and take care..
***********************************************************
I think I will always purchase MJ’s from a third party from now on….
September 23rd, 2009 at 11:00 am
Where the heck are you people, enjoying your big vacation home on peoples money you took from them, and sure you have sold millions, because, I for one didn’t know that after you buy the sucker and you have that credit card number you have no contact from there on. After searching for a number or address I never can get a live person and if you did you just get the line to order this is the worst mess. I am telling you folks if it worked for you then you are the minority. The rest of us are up a c@#& creek without a paddle. Hate automated workforce it is so conventient for scammers.
hoopla
October 1st, 2009 at 9:58 pm
I will not be renewing my magicjack as they changed ,without any warning their policies and will not let you go to a conference call…It also slows your computer way down and drops off and isn’t very reliable at times.
October 1st, 2009 at 11:13 pm
My wife heard about Magic Jack from a client of hers who has one (for a few weeks), so I decided to investigate.
To set the record straight:
) computer experience, having been working in the field since the mid ’70s.
No, I do *not* own a Magic Jack.
No, I am not a “professional blogger”, either pro or con.
Yes, I do have experience with Voice over IP, and yes I do have VoIP phone service.
Yes, I do have some (
And yes, I do have some telco experience too.
This post may be a bit long-winded, for that I apologize. However, I hope that what I contribute may help people set the correct expectation for what they get from this – or any – VoIP device.
First of all. . . .
The idea that the Magic Jack, (or any VoIP device, for that matter), is a simple “plug-and-play” device is – well – let me just say that it’s not that simple. It’s not that simple for Magic Jack. Neither is it that simple for Vonage, Galaxy Voice (my provider), or any other VoIP concern out there. There are just too many things that can go wrong – that have nothing to do with the Magic Jack.
Second, and I really mean this, *ANYONE* who uses *ANYTHING* but a hard-wired twisted telco pair for *ANY* “mission critical” or “life-critical” application is absolutely OUTTA THEIR MIND. The poor lady who is an epileptic – or anyone else who depends on their phone for life-critical situations is most certainly *NOT* a candidate for VoIP. Suggestion: Check with your local telco – they often have special (i.e. lower), rates for “lifeline” or such services.
********************
The big problem with Voice over IP is that with VoIP – *YOU* become the “telephone company”. You are responsible for the “local loop network” – as well as making sure that there is enough bandwidth to support the service from your leg of your local broadband connection.
Case in point:
I have had VoIP service from Galaxy Voice (www.galaxyvoice.com – here in Ma.), for several years now and they provide VoIP using a dedicated hardware device (as Vonage and others do), to interface your phones to their system.
I have considerable networking and computer experience, and I have taken special pains to ensure that their device has the best and most un-hindered access possible on a 16+ mbit (very fast) broadband connection.
Despite that, sometimes my own service is less than stellar. Sometimes I get a lot of echos. Sometimes the call is “choppy” or the connection just plain sucks. Sometimes the phone service just goes “brain-dead” for no apparent reason – and a quick trip downstairs to my network room to reset the VoIP box by turning it off and then on is needed.
Does this happen to me often? No. Maybe – MAYBE – once every few months I need to reset the device. But on occasion I do need to do that – and that’s just one of the chores that comes with VoIP.
Magic Jack takes this whole paradigm and adds to it the complication of being connected to the user’s computer.
Their own FAQ’s say that you should
(a) Disable any firewalls
(b) Disable any anti-virus software installed.
With respect to VoIP, these are perfectly reasonable requests – *IF* the VoIP device is a stand-alone device. Yes, it needs to have un-hindered access to the Internet.
The big problem here is that in the case of Magic Jack, it’s not. It’s connected to someone’s computer, and placing the computer – butt naked – on the Internet without benefit of firewall or AV software is just asking for trouble. It would not surprise me to discover that many of the problems people experience with the Magic Jack – after a brief period of excellent service – is caused by their computers being infested with every virus and piece of slime-ware known to mankind.
So, my take on all of this is:
1. Is the idea of “Magic Jack” – or something simular – a good idea? Absolutely!
2. Is a USB implementation – needing butt-nekkid access for a real person’s computer – a good idea? Not really. In my own opinion – and based on my own extensive experience – anyone who has a live computer attached to the Internet without a firewall and AV software is really smoking that “8-ball of Crack” a previous poster mentioned.
3. Is it reasonable to expect that *any* VoIP appliance will be truly plug-and-play? Heck! Most *COMPUTERS* don’t even work that well!
4. Running a VoIP connection *IS* work. You have to make sure it’s up. You have to give it enough bandwidth – at least 128 kbit each way. You have to do the networking setup. You have to call the tech support people when it’s down. And so on. . . .
I use VoIP – I even have two lines – but I ran a VoIP connection in paralell to my hard-wired telco pair for over a year before I abandoned the telephone company.
I also understand enough about computers, networking, and telco to be able to assess the VoIP situation correctly.
In summary, before buying the Magic Jack – or any other VoIP device – ask yourself:
Do I want to take that level of responsibility for my own telephone service?
Do I have the time – and the know-how – to administer a VoIP end-point?
For those who may not wish this, there are alternatives:
1. Many telephone companies now offer “VoIP-like” pricing. Verizon (my local telco) has an “unlimited” plan – all local and long-distance in the US and Canada for about $25/month.
2. Many broadband providers also provide their own “in-house” telephone service. Charter (my local broadband provider) has a special VoIP setup where they come in, install a special piece of equipment on your cable line, hook it to your house wiring, and take care of all the details. If anything goes wrong, you call them. The advantage of Charter’s system is that they provide the hardware, they provide 24-hour in-house monitoring of your system, and so on. However – it’s not $20 / year. In fact, they get $30 – $40 per month for their service.
On the other hand – if you want to try VoIP, and you have access to the technical expertise needed to make it work – then there are a whole host of providers out there waiting to help. And yes, it’s nice to be able to take a trip abroad, taking the “telephone” with me. (grinning!)
What say ye?
Jim
October 5th, 2009 at 3:39 pm
Ya no i liked it at first but everyone i talk to on it cant hear me and the thing acts up and i sound like a computer trying to talk the price is right but i wish the jack was right. But now my jack feel apart and they wont fix it and i was going to pay to have it fixed but there is no repair on this piece of shit. so i tred to call someone but all i got was to chat with 3 people and not one of them knew anything about the jack and i asked them 7 times if it could be fixed do you no not one of them could tell me. and they could not give me a phone number to someone to talk to at the company. so as far as i give a shit im telling everyone i no not to buy it and anyone i talk to im telling them not to buy it the magic jack is a piece of shit.
October 5th, 2009 at 8:07 pm
I have had Majic Jack for a year it has worked great. I have a 384 line. For it not to be jerky I have to close all the browsers and email. Tech support leaves little to be desired. Just this past week I started to have problems the majic jack was saying I was not connected to the usb port. Must have gone through 20 techs in three days. Each one telling me the same thing. To format the drive the majic jack is on. I did that about six different time. Each time they want you to restart the computer with the fixes they suggest. Then of course you lose contact and have to start all over again. You get a different person each time you go into the chat and you are not allowed to chat with the same person.
And of course you don’t see the chat online until you enter something into the look up online box. Afterwards the chat online will appear. The people will never forward you over to the same person you talk to even though they have logs of your reports. They say they are reading your information. But when they come back they tell you to do the same thing the previous person told you to do which download updates, download microsoft fix, format the jack drives that majic jack it on. Actually, it turns out it is using two different different drives and the way you find that out is to plug and unplug the drives with my computer open. When the plug is out two drives disappear and when it is in they appear again. One doesn’t say that it is even using majic jack.
Here is a tip if you have someone who has majic jack take it over to their computer and plug it in if you have the same problem chat them back and tell them what you did. Tell them you want another majic jack. They sent me a new one in just three days and said it was under waurentee. Never would tell me how long the waurantee was.
In short don’t spend ten hours on the phone trying to get them to help you. They probably will never tell you that you need new one. You have to tell them. Save yourself the hard ache. The tech support tells me they are in Florida. So don’t cut them any slack they are not in another country. With my expericence sounds like they are just reading from a book and not reading what you are say to them on the chat. In all if the majic jack had not given me such good service and saved me a bucket full of money I would have thrown it away. As the tech support is just plain lousy. They owner says they evaluate their techs with online surveys. I have been through at the very least twenty people and not one time did I ever get an evaulation form to fill out.
Sorry if this sounds like rambling but after spending at the very least ten hours with tech support this has left the writer quite insane. MJ inventor if you are reading this please please please fix your tech support. Tell them quite appologizing for bad service and to look up previous records and switch them back to the ones they already used. If they have already been talked to the higher level boss don’t try and start them over and over and over with the lower level employees. Now I have given you free advise. Hope you take it Signed from the desk of the formerly sane person
October 19th, 2009 at 9:43 am
My magicjack does not work…….please contact me at my email address.
October 29th, 2009 at 9:26 pm
I’ve had the best of luck with MJ. I had a few initial problems, but I was able to figure it out, with the help of the support team through chat. They really are very responsive and helpful. Overall, I’d give my experience an A+! I’ll be repurchasing another year soon!
November 6th, 2009 at 2:42 pm
Please wait for a site operator to respond.
You are now chatting with ‘Ethan’
Your Issue ID for this chat is LTK419081526005X
Ethan: Hello, how may I help you?
Mike: Yes on 9/10 I renewed my magicjack for the year but continued trying to get it to work from previous year. After days on end trying to get it to work I was finally told that I had received a defective unit and needed to return it for a replacement. After I was told that I was going to have to pay for replacement I informed chat person that I wanted to simply cancel my renewal. They said that the payment did not go through yet and that she would cancel it. I did receive a bill on my credit card and no negating of that bill.
Ethan: Okay,
Ethan: Please wait while I check that for you
Ethan: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with ‘Michaela’
Your Issue ID for this chat is LTK419081526005X
Michaela: Hello Mike. My name is Michaela. To better assist you, let me put you on hold while I read your previous chat. Thank you.
Mike: Are you still there?
Michaela: Yes.
Michaela: Thank you for waiting Mike,
Michaela: I am checking your previous chats with Journey Mike.
Mike: The previous chat was not that long. I just need to get the renewal canceled and bill corrected as promised.
Michaela: I do apologize but we can’t refund you back Mike.
Michaela: You have charged already and it’s can’t be refunded.
Mike: And the reason for not honoring your companies commitment is what?
Michaela: If only I was the last agent who assisted you Mike.
Mike: I don’t understand what that means.
Michaela: Are you still using the magicjack?
Mike: No it does not work, never has worked properly. Honestly I should be refunded initial cost from last year as well but I did not make a big deal about that but I will not allow the charge to stick for this year since I am not using it, I requested it’s cancel shortly after renewing and simply because I was told it was going to be taken care of…not billed!
Michaela: Do you want me to replace it instead?
Mike: If it is replaced at MagicJack’s cost only would I consider it but to be honest at this point I do not trust MagicJack as a company.
Michaela: I am sorry about it Mike.
Mike: So where do we stand.
Michaela: Do you want a replacement instead?
Mike: Taking the charge off my card would be the appropriate fulfillment of what was promised by Journey on the previous chat.
Michaela: Okay.
Michaela: I will make a report on this matter to our higher department.
Michaela: Would you allow me to make a report on this?
Mike: I don’t care what you do beyond your fulfillment of the charge from my card being removed.
Mike: If you say you are not able to do so send me up the line to whomever can.
Michaela: Please allow me to make a report so that you will be refunded as soon as possible,]
Mike: If the report is what it takes then do so, but I would like to have a report sent back to me ASAP as to when this will transpire.
Michaela: You will wait for an email to be sent to you as soon as possible Mike.
Mike: I will be expecting a reply back today via email or phone.
Mike: Actually email would be preferred so no misunderstanding is possible.
Michaela: Just wait for an email Mike. Rest assured that this will be taken care of.
11/6/2009
Please wait for a site operator to respond.
You are now chatting with ‘Lizzie’
Your Issue ID for this chat is LTK419084317583X
Lizzie: Hello, how may I help you?
Mike: Yes, I renewed my service for this year hoping that MJ would finally start working but after continuing to work with chat people for a whole year I was finally told the day I renewed that my magicjack did not work properly. After a year of struggling with this I was told that I would have to pay for a new unit to be sent out. I believed this to be unethical to expect me to pay again for a unit that never worked right in the first place so I said “don’t bill me for this year and I will cancel the service. I was told the billing did not go through yet so no problem, it would be taken care of but I was billed. I recontacted chat and was told the billing problem would be taken care of and an email sent out confirming but again this was not done and the bill remains on my card. I need this resolved now!
Lizzie: Hello Mike, I will be glad to assist you today. Okay I got your concern.
Lizzie: May I have your magicjack phone number please?
Mike: I have no idea, I deleted everything when I was told that I was not charged for the service in the first place.
Lizzie: Is your magicjack plugged right now?
Mike: I do have copies of past chats but that does not record my #
Mike: No
Lizzie: Okay.
Mike: I really do not want to spend hours on this issue again with a chat person. I simply need the bill corrected and an email confirmation sent out to confirm so I can leave this nightmare behind me.
Lizzie: May I have your email address you used when you placed the order please?
Mike: If you are like all of the other chat persons, they always after about an hour or so tell me they need to go higher up to get this resolved, if that is going to be the case again can we do that now rather than having me jump through all kinds of hoops?
Mike: xxxxxxxxxxxxxxx
Lizzie: Please wait while I check that for you
Mike: So now what?
Lizzie: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with ‘Chris’
Your Issue ID for this chat is LTK419084317583X
Chris: Welcome to Higher Level of Support. This is Chris. I will be assisting you today. Please give me few moments to review your previous chats. Thank you!
Mike: Like I said, I am not going to sit here for hours playing MJ’s games. I am just informing you again that MJ has not followed through with it’s promises to me and I need this done. For legal reasons I am following up and doing my do diligence to inform your company for the third time that the wrongful billing has not yet been corrected and I need that to be taken care of. I will only give 5 more minutes to this chat since I have done what I came to do. I very simply need to know if this is going to be taken care of today or if I need to take the next step and go higher up to my legal support. Please inform now of your intent.
Chris: As I have checked here, you purchased a renewal last 09/10/2009, so far, the charges are correct.
Chris: I have not heard from you in a while. Do you wish to continue this chat session?
Chris: Since I have not heard from you for some time, I am going to close this chat. If you need any help in the future, please do not hesitate to chat with us again. Good bye
Chat session has been terminated by the site operator
11/6/09
Please wait for a site operator to respond.
You are now chatting with ‘Hannah’
Your Issue ID for this chat is LTK419084319572X
Hannah: Hello, how may I help you?
Mike: Please review previous chat and reconnect me to
Mike: You are now chatting with ‘Chris’ Your Issue ID for this chat is LTK419084317583X
Hannah: Sure.
Hannah: One moment please…
Hannah: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with ‘Xander’
Your Issue ID for this chat is LTK419084319572X
Xander: Hi! Mike
Xander: Please hold on while I read your previous chat sessions.
Xander: You were only charge of $19.95
Xander: Dated 09/10/2009
Mike: Yes that is the charge that was not suppose to have gone through since my mj did not work and I told your company that I was not going to pay for something again that didn’t work in the first place
Xander: It cannot be gone, Mike. You purchased it.
Xander: May I know what is the problem of your magicjack?
Xander: I have not heard from you in a while. Do you wish to continue this chat session?
Mike: I don’t want to go through all of that again, if you want to know just read the hours of previous chats and it will answer that, needless to say it does not work and never did work right and on the day of my renewal I was told that I was sent a bad unit and needed to pay to have a new one sent out. I said that I was not going to pay a second time for something that never worked right in the first place and that is when I said to cancel my renewal. I was told that would be ok since the credit card was not billed yet. I trusted that this was the case otherwise I would have called my credit card company and blocked the billing
Xander: You purchased the renewal plan last 09, 10, 2009
Xander: You are charge automatically for it.
Mike: Yes and that is also the day that I canceled it when I was told my MJ device was disfunctional
Xander: Is your magicjack plugged in right now?
Mike: no
Xander: Can you plug it in?
Mike: everything was deleted on 09, 10, 2009
Xander: The magicjak will install itself automatically when plugged in.
Mike: when I was told my service was being canceled
Mike: I do not want MJ or to spend the time proving to you that it does not work. READ PREVIOUS CHATS if you want that info.
Mike: yes or no Are you going to reverse the charge to my credit card per previous agreement with previous chat agents.
Xander: Your magicjack service is not cancelled here, Mike
Xander: That cannot be reverse, Mike
Mike: Yes it can…so you are telling me no, magicjack is not honoring it’s previous commitments to me. Is that correct?
Xander: The days already started for your 2nd year plan
Xander: It cannot be reverse.
Mike: That is because of the failure of your staff to fulfill it’s promise to not bill, and then later on the promise that the billing would be reversed. Now the final statement is no we are not going to do what we previously committed to. I understand your adversion to answer this very simple issue, but since I have a record of these previous chats I know that a court of law will hold your company liable for commitments made by your agents to it’s customers.
Xander: When you purchase the renewal plan you are given 24 hours to cancel it
Mike: I realize that and I canceled it within two to three hours and your company ignored my cancelation per the chat session for that day.
Xander: No, Mike, I checked all you records and your last chat was Sept. 11, 2009
Xander: Which is two days after you purchased the renewal plan
Mike: When then someone deleted the sessions for that day then but I have my records.
Xander: Records here cannot be deleted, Mike
Mike: This is my last statement. I will publish my chat at as many places I can on the internet seeking others with similar experiences with your company as I know from what I read in the past there are many. For those who respond I will seek to organize a class action suit against MJ. Since work is slow at this time I have the time to do this. Hopefully a few of us can put a stop to this kind of abuse with at least one more unethical company.
Xander: Okay. It is up to you. We do respect.
Xander: Is there anything else I may help you with today?
Xander: I have not heard from you in a while. Do you wish to continue this chat session?
Xander: Since I have not heard from you for some time, I am going to close this chat. If you need any help in the future, please do not hesitate to chat with us again. Good bye
November 8th, 2009 at 8:30 pm
The Florida State AG’s office investigated and sued MagicJack’s owner Borislow in April 2009 and won in court over false advertising, poor customer support if any and the billing for the free 30 days. So what Borislow answered is completely false and misleading.
November 15th, 2009 at 4:53 pm
Customer service is still lousy (never answer direct questions) despite the product is very good. 99% of the problems people are having is related to your internet service and faulty routers. Update firmware on your router and you will see remarkable improvement.
November 16th, 2009 at 2:24 pm
Seeing as how we are allowed to create things to help people, i dont think we intentionally set out to piss off people in the process but we do forget that you cant please everyone. I think the invention is great but the process in which it has to be used is not so good. Its problems with everything we make in this world but we also find solutions as we go along, but when the inventor talks arrogant about his service for his product i think thats where the buck stops. If he were one of his customers im sure his tone would have been just a tad bit different, but seeing as how he has comcast i guess he gets excluded from ridicule of something he chose to patent. Well i will say this to DB if i ever meet him, i will tell him that we dont expect you to unfderstand our complaints we expect you to fix them and not get frustrated because you didnt take the neccesary precautions to prevent this slew of comments degrading your product. YOU MADE IT YOU FIX IT!!!!!!!!!!!!!!!!!! DEAL WITH IT.
November 21st, 2009 at 6:28 am
I have had MajicJack for about a year. Dolar for dolar, its the best product I have purchased in years. Our family pays over $200 per month for all our other phones. When I bought the MJ, I did it with the thinking it probably wouldn’t work and with the intent that if it didn’t work the risk was minimal. A cel phone company cheated me out of $155 dollars 4 years back. Recently another phone company tried to cheat me out of $27.55. I spend over 2 hours on the phone to get the $27.55 back (and I did). I will not give away a penny to a phone company, they are discusting.
But in my case, the MagicJack has worked great and I’m buying 2 more this week. My only problem has been that they do not have phone numbers in my area – I am in the Caribbean – so I had to get a Florida number, but so what… who cares. Its $19.95. I am a real person and I can be reached at rerb_1@yahoo.com
November 27th, 2009 at 12:42 pm
I just placed an order through the magicjack website and am sorry I did! After placing the order, which does not confirm the full content of the order, I was informed I would be sent an email to confirm the order. I recevied the autogenerated email less than an hour after plaing the order. One email asked me to confirm my email address and the second instructed me to do nothing if my order was correct. My order was not correct. I immediately used the link contained in the email to correct the order as instructed. However, I just received confirmation that USPS has received electronic notification of the intended package set for delivery. I am not surprised that my email went unnoticed and unanswered. So, I contacted the company via the live chat. No avail there either. Every response was a standard response protocol. I asked the agent to stop replying the standard “prescripted” messages and give me someone who has a brain. Only the standard reply again. I asked as to why they cannot modify the order to what I confirmed? She replied that it had already shipped. I informed her that it did not already ship and that the package being sent to me was not what I confirmed and that I will pay for return shipping nor will I be responsible if the package reaches or does not reach my home. Of course, standard response again. The product may be worth trying, but I will never know. The horrible, substandard service only reflects on the owner/inventor intentions to make money at any cost. He is well away of the fly by night, cheap service the contracted costumer service outfit is providing but does nothing to change. If enough people use word of mouth and the internet to provide the negative feed back this owner/inventor deserves, it will only be a matter of time before he’s washed up.
December 5th, 2009 at 10:33 pm
********This could have been a very good relationship but customer support is helpless.********
Whoa! For 3 hours everything was going well. I was considering adding another magic line. Wanted to see if there was a contiguous phone number to the one I had already selected. Went to their “change phone number” members area to see if the next contiguous number was available. After reading I could do it one time free of charge and the next would cost me $10.00, I clicked to the next screen to search and see if the next contiguous number was available. It automatically changed my phone number; no chance to select a new one or cancel out.
I figured a chat with customer support would straighten the problem out. After about 45 minutes (these chat operators must be very slow or are working too many chats at the same time) I finally got them to cancel my service and will be returning the magicjack to Radio Shack. Per many previous posts, I’ll need to keep an eye on my credit card bills.
Chat InformationPlease wait for a site operator to respond.
Chat InformationYou are now chatting with ‘Fiona’
Chat InformationYour Issue ID for this chat is LTK419088179205X
Fiona: Hello, how may I help you?
Dan #######: Hi Fiona. I am very new to magic jack; several hours as a subscriber. I was looking to see if there was a contiguous phone number to the one I selected earlier. Went to the “Change Phone Number” area and it automatically changed my phone number without asking me for confirmation. I’d like my old one back; ### ###-####
Dan #######: Was considering adding another Magic jack.
Fiona: Hi Dan.
Fiona: Please be informed that you cannot get back anymore your old magicjack phone number once it is already changed.
Dan #######: Can you change it this one time. I’ve already got things set up to my original number?
Fiona: It will not automatically change your phone number.
Fiona: May I know if you were able to click on Next?
Dan #######: Did not have that option. Said something like “Number Changed. click here to exit”.
Fiona: Unfortunately, your phone number will be changed if you logged in to your magicjack account. First time change of phone number is for free but the next succeeding changes you will be charged $10.
Dan #######: OK. I need a manager or lets go ahead getting me a refund as I am not satisfied with the service.
Fiona: Okay.
Fiona: One moment please…
Fiona: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
Chat InformationPlease wait while I transfer the chat to the best suited site operator.
Chat InformationYou are now chatting with ‘Mandy’
Chat InformationYour Issue ID for this chat is LTK419088179205X
Mandy: Hello Dan. My name is Mandy. To better assist you, let me put you on hold while I read your previous chat. Thank you.
Mandy: Thank you for waiting.
Mandy: Please be informed that you can no longer retrieve your old magicjack phone number once you changed mistakenly or not.
Dan #######: You still there, Mandy? I, a new customer, made a mistake. If you all are not willing to help me fix it, without charging me, then I am terminating my subscription and returning the jack.
Mandy: Please be informed that you can no longer retrieve your old magicjack phone number once you changed mistakenly or not.
Dan #######: And why not. the number is not being used?
Dan #######: Never mind. Please credit my credit card and I’ll return the jack.
Dan #######: Mandy?
Mandy: That is how the system works as of the moment.
Dan #######: Never mind. Please credit my credit card and I’ll return the jack.
Mandy: If you purchased your magicJack at a retailer, we recommend that adhere to the retailer’s return policy .
Dan#######: not a problem, but I paid magic jack for the service. I need that charge creditted.
Dan #######: Mandy. Let me speak to a manager.
Dan #######: Mandy?
Dan #######: Mandy
Dan #######: ?
Mandy: You are already talking to a supervisor.
Dan #######: please focus on me. I’m focussing on you.
Dan #######: Please credit my charge card and we’ll be done.
Dan #######: Mandy”
Dan #######: ?
Mandy: Please do not worry, I have already cancelled the 5 year plan you purchased.
Dan #######: It would have been nice for you to say so. You all have been keeping me hanging on as if you were not going to help.
Mandy: No, I am sorry for the delay. I am checking your account at the same time canceling the 5 year plan you purchased.
Mandy: I have not heard from you in a while. Do you wish to continue this chat session?
Dan #######: If I’ve been credited, then we are done.
December 8th, 2009 at 12:06 pm
WOW no wonder the customer “non” service agents lie! The guy at the tops lies! They did charge my CC before the 30 day trial was over and sorry to inform you DB but I am no blogger. You have earned that F the BBB has given you! This is the worst product on the market. Poor sound quality, cut off after 30 minute calls, and really bad customer service! I tell everyone to stay away from this rip off gimmick! I only got a refund after filing with the BBB!!!
December 14th, 2009 at 6:57 pm
I have no complaint about MJ,it works fine. My problem is the icon dissapeared from my screen. I can’t make or receive calls.The blue lite is on MJ.
December 16th, 2009 at 4:22 pm
I honestly can’t understand why people are blaming the product, when the fact is, you either don’t know, what the hell your doing with your pc or you don’t have enough allotted bandwidth or spotty bandwidth, period with your isp. Firewalls blocking calls, corrupt computer systems, people not fully logged into their computer systems “aka if your not on your desktop and don’t see the magic jack pad and it doesn’t say ready to call then, you need to troubleshoot your system, don’t blame magic jack for your inadequacies. I’ve more than 10 MJ since they started and setup 3 times that for friends and family and the issues where always with the user or their pc.
December 17th, 2009 at 11:02 am
Response to David G, I can Honestly say that people will always have issues with computers, Always The creator of magic jack should have taken this into consideration what developing his product.. with that said, I’ve had my MJ for about a year….I Want my money back!!! Do you think they have given it to me?? No Way they have me upload update after update after update…. My magic Jack is in no way a reliable phone for example i was just on the phone with my 7 month olds Dr to get x ray results from a lung scan she received yesterday and of course just like with every other call boom drops the call and shuts it self down then restarts…. It’s done this uncountable times and i am so sick of sitting on a Chat with “Costumer service” (if you can even call it that) for hours on end… I’ve given up my money because i know i wont get it back and first I’m smashing the damn thing then I’m burning it!!
Please if you are planning on buying one of these shit devices reconsider, it may be cheaper than traditional phone service but trust me You get what you pay for…
Mine worked great the first month – 6 weeks or so Loved it even recommended to my sister who went out and brought one, (Which she regrets now too, spent the entire first day calling me asking if i could hear her, I couldn’t it was all choppy like she was in a bad cell phone area on a cell)
There is NO Customer service Except a Chat which takes Hours!!!! and is very confusing for people who do not know computers well, you need to download, upload run and delete things, Sorry but i know my parents wound not know how to do any of that.. Gee i wonder why there is no phone number to call because this guy knew damn well it would bankrupt him with the amount of service reps he would have to employ to handle all the customer complaints…… What kind of company does not have a customer service call center??? Seriously….
My calls are constantly dropped anywhere from 1-5 minutes into the call without fail, my phone does not ring and goes to voice mail even if the program says ready to call…
Oh and if you live in FL, like i do they just expect you to know that they are also located in FL so when i had to renew my year (which i don’t know why i even did) i went and put 21.00 on my prepaid greendot credit card, well it would have been nice for them to tell me that they one take and hold 1:00 for days and that they charge Fl residents sales tax so needless to say because of this i did not have enough money on my card to renew my year…it costs 4.95 to reload green dot card no matter how much money you are putting on it and i was not going to pay 5 dollars to put 3 dollars more on the card …..No where on any page of the renewal process does it state that they charge FL residents sales tax!!! I was pissed…
This Guy is a selfish bastard and Knows damn well his product has way too many flaws to be on the shelves!! If he has any bit of decency at all left he would recall them and fix them and if he can’t do that then Cancel the item and don’t let people waste what little money some of us have!!!!!
(We all know how much Dirty money you’re floating in) …and i hope he reads this!!
Theresa Clark Gainesville FL USA
December 18th, 2009 at 4:36 pm
1. I tried using this magic Jack for several days now, I can hear the person alright. but the person on the other line cannot hear me at all.
2. In coming call are disconnected most of the time.
3. Sometimes, there is no dial tone, I have to disconnect the jack from the computer and reconnect it.
Overall, it is not working most of the time.
December 18th, 2009 at 4:54 pm
Anyone who says their customer service is good hasn’t tried to use it. These bozos haven’t been able to fix some oracle problem to allow me to renew the service. I ditched using the crappy service a while ago but my family outside the country still use the thing to call back here – crappy quality, but cheaper than $0.23 per minute. If a company is sooo bad that they can’t even accept money – you know it is screwed. I have never seen or heard of a phone service company that doesn’t take phone support calls – am I the only one who finds that illogical? As if to say, we know our service is so crappy that we won’t even use it ourselves!
December 19th, 2009 at 8:51 pm
I purchased this junk service from t.v. add. which stated $19.95/ per year , per unit with no $39.95 charge for the jerk unit, plus free shipping. HA, I trusted this freak commercial and ordered 2 units. Well needless to say , OF COARSE they charged me for both units ,$39.95/ea. plus shipping. I finely was able to get a chat with supposedly live Pearson , but no mater how I tried to explain the problem , the answer was you got what you ordered. Now I can’t get a chat with anyone but myself. this organization is as phony as TAXMASTERS. In Seattle and sick of all tv COME ON’S
December 20th, 2009 at 1:08 am
After reading the reviews I chose to contact customer service directly and see if it was as bad as others above have stated. Apparently, if you are not currently an MJ customer you must PAY to speak to a customer representative. I laughed out loud. Really? I wouldn’t touch this product with a ten foot pole. As for the comments that others have been paid to blog negative comments, I have a feeling that a certain someone living in West Palm Beach, FL has paid a few of his friends and underlings to write positive comments! I will never complain about the phone company again! lol
December 20th, 2009 at 1:12 pm
I don’t know if anyone has commented on the fact that it is impossible to uninstall the software. Fortunately, someone (not affiliated with MagicJack) has provided step-by-step procedures for removing the program. I wish I could remember the site, but Google will help you find it.
It’s hard to trust a company that makes uninstallation such a chore.
December 20th, 2009 at 10:00 pm
i would just like to say that i think magic jack is great other than they may have your area code but not the right prefix which is nothing but long distance for people who live next door… i have been asking about a good prefix and they keep saying later when later has come my contract is up and my magic jack is not for sell it makes no since they put 30 different prefixs in the same town but then you come to a smaller town and nothing no where ever close magic is nice as long as you live in a big city other than that it sucks no one can call me so i have now canceled and quit wasting my money
December 21st, 2009 at 4:12 pm
Magic jack worked good for the 1st year,After that it was downhill . The founder says that you can get a tech any time,which is true, but they only know so much and when they get tired of talking with you they just say, Restart your computer and the MJ will work fine, Except it doesnt ! after 6 tries I give up…..I know its cheap but it is also a service you pay for and should have better service..!
December 27th, 2009 at 12:05 pm
My magic jack never did make a good connection and its was kinda wobbly at the USB. I changed computers and unplugged it and it fell apart. I’ve had it for 3 years and I liked it when it worked. I hate to spend 40 bucks on a new one. Why is there no replacement for defective ones. Don’t think it should have fallen apart. Certainly was never abused. Specially since I have promoted this thing as much as I have. I bet I’ve sold at least 20 myself. Thanks a lot.
December 29th, 2009 at 4:12 am
Borislow and his customer service reps can kiss my a**! I lve in a town of 70,000 people, which is the largest town in my area code, and these jokers don’t have it as an option in their drop-down menu for prefixes. They claim you can keep your existing number but no where will you find that option when setting this thing up. The CS rep I chatted with didn’t see this as a problem, wouldn’t forward me to a more qualified rep and basically told me to go F myself in not so many words. I’m not a blogger paid off by MJ’s competition either. This guy is trying to sell us on a conspiracy theory in the hopes it will direct customers from the truth- that magic jack is a scam!
December 29th, 2009 at 5:18 pm
Sir,
I have a magic jack which has not been used in over 1 Yr. I have tried to reactivare but no success. It seem,s they want me to buy another magic jack bI have no way to contact the company
December 31st, 2009 at 4:22 am
I purchased 2 MJ. in December2008.I have no problem with its fuction, It work excelent. But i have a problem with their customer service. When i ordered them on tallfree # which they advertise on TV. Because i was having D/C. They said you can’t get free trial. I said OK. i don’t mind if you charge me immediately, but i want MJ. And i gave them my shiping address & D/C information. BUT when i received my Bank statment. They charge me twice [1] Ref # 7045500982, $43.86. [2] Ref # 7045500950. $93.80. I tried to contect them through their LIVE CHAT. To my serprise they couldn’t find myAccount. & started inquiring about from where i purchased. First or last 4 digit of your D/C. Which address you had ask to deliver MJ ext. Second time when i contect through SO called LIVE CHAT, Because except this L/C you can’t contect them. They don’t have their Phone# Or Postel address of Florida. Where you can send your complaint. Finaly,Their reply to my inquiry ireceived Like this” you havebeen charge $ 93.80. For 2 MJ cost $79.90. + $ 13.90 For Priority shiping & Handeling. I said OK , what about $43.86. They said you have opted for 2 Year Fee for your 2 MJ. I was convinced with their Anser. BUT still there is no end to my story. Now They send me message on my computer That now you have to renew your Registration. I, had tried LIVE CHAT 3TIMES. But same old story What is your Order # last & first 4 digit of D/C.From wher you have purchased ? i am fedup with their Inquiries. They don’t have Information of my A/C. From this Platform I want to send message to Mr, DANIEL BORISLOW. That don’t dis continue my service on 2nd January2010. AND NOW AGAIN EXPLAIN WHY YOU HAD CHARGE ME $93.80 & $43.86. THROUGH MY EMAIL ADDRESS; hemantraidesai@yahoo.com. I am happy with MJ but not with Your Customer Service. Emprove Customer service & sell more MJ in 2010. God bless you. yours, Hemantrai Desai.
January 1st, 2010 at 2:46 pm
i love magic jack….some people are complaining about no customer service line but they dont realize once there is a customer service line the price will go up…..leave it how it is and add text messaging if you can…..i love it
January 2nd, 2010 at 9:43 am
Satisfied with Magic Jack Customer Service eh somewhat. Satisfied with the Magic Jack phone servie – Yes. Does have a tendancy to drop calls if you are quiet too long, but otherwise does what it’s advertised to do. Does take a while to load but performs well.
January 2nd, 2010 at 11:58 am
Strongly agree:
Magic jack worked good for the 1st year,After that it was downhill . The founder says that you can get a tech any time,which is true, but they only know so much and when they get tired of talking with you they just say, Restart your computer and the MJ will work fine, Except it doesnt ! after 6 tries I give up…..I know its cheap but it is also a service you pay for and should have better service..!
January 2nd, 2010 at 12:00 pm
MagicJack=MagicJoke?
January 2nd, 2010 at 9:23 pm
Know what? Its really simple. $20 a year for a MagicJack versus over $50 a month for a Charter Internet Phone. So what, I have to dial 4 extra digits and save $600 a year. Thats math anyone can figure out. I havent had a problem with it yet. Granted I’m a newer user but so far it’s worked perfectly. I even setup a computer to run nothing but that (and I use the large hard drive on it for backing up data. Put the number on the National Do No Call Registry and cant complain so far. Spoken with friends all over the US and Canada. It’s so nice to not even see a bill! It really is the best deal I’ve run across yet!
I’m keeping mine!
January 5th, 2010 at 10:55 am
I believe that ESL training for all employees should be mandatory. Trying to have any type of intelligent discussion with most of those people who answer the chat/technical help on MagicJack’s website is nearly impossible. They just don’t understand English.
January 6th, 2010 at 12:09 pm
I agree with Couchman!
My man’s name was “Paul”, but he was from India.
Why do they need fake names? They must be trying to hide something.
They asked me multiple times if my jack was plugged in, and I was chatting to tell them I lost it!
Even the supervisor who the person transferred me to, told me he would read over the previous chat, then asked me again if my jack was plugged in!!
Also, I think they carry on multiple chats while dealing with you because after already initiating a conversation, you will answer a question and for a simple response it sometimes takes a minute or two even five minutes sometimes.
Either they are translating your response, or they are dealing with their American Express support role.
January 7th, 2010 at 2:15 pm
I have had MJ for 3 months now. I can’t believe anyone would complain about saving a ton of money over several years! I went ahead and got 5 years worth right off the bat. The only problem I see is if your internet is too slow or flucuates drastically then you need a better internet provider. Another problem, which is not Magic Jacks problem is if your computer is old or has crappy components (such as sound card, low end CPU, not enough memory, etc.) that may be an issue. Bottom line, have a good internet provider, and don’t buy a crappy PC’s!
January 7th, 2010 at 3:00 pm
I got Magic Jack back in 2007 and everything was fine, well as fine can be for a very inexpensive phone. After my trial period ended and I signed up for a long term contract the problems started.
First it was disconnecting during calls, sometimes it would say it wasn’t connected when it was. I would say it worked 75% of the time that first 6 months. Then the updates from Magic Jack and performance of the product declined drastically! I was lucky to get it working 50% of the time. Ending 2009 I am paying for nothing and have constant hang-ups or am unable to connect altogether. It connects, it goes out it reconnects, it goes back out… you get the picture.
Customer Service just where is that???? When I go to the web page and click on customer service it goes to the page to sign up for magic jack! (Yet they know I am a paid customer as they can send me my password if I ask for it) I hit Magic Fix hoping that may help but where do I end up? Sign up for Magic Jack page again!
Where do I get a number to call customer service so they can irritate me further?
January 7th, 2010 at 3:17 pm
I wish Mr David G. that posted on here regarding my ineptness to use this device would realize that it worked fine at first! Nothing has changed with my system since those first few glorious days of a working Magic Jack. I do really wish you lived near me so you could fix my system and dazzle me with your incredible skills!
January 10th, 2010 at 3:11 pm
This is the worst product I have ever purchased. It is also the one with the worst tech surport and it has no refund policy to speak of .It offers a one time chace to buy a five year deal for 69 dollars with no chace to get this money back if you cancel in the first 30 days of your free trail so it is not realy a free 30 day trail . Once you relise it is a piace of sh#$@#!t product you lose your money. i would not give this to the person i hate the most!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
January 11th, 2010 at 4:37 pm
We’ve been using MagicJack for over 2 years now and for the most part are very happy with it. My only complaints are… the website is extremely difficult to find things, but a person who can read who keeps looking will find what they want, eventually. My biggest complaint is the “live chat”. I’ve had to use that a couple times and to say the least it is frustrating. Most of the “techs” I’ve dealt with appear to be either illiterate, or English is not their first language. Today was a great example. My husband was flipping breakers to shut off elec. to a switch that needs changed. One of these flips cut the power to the computer for MJ. When I turned it back on MJ was toast. Tried and tried, then decided the device was over 2 yrs old, we’ll just get a new one. Did that…. worked fine, but I didn’t want a new number so I got on live chat. After over an hour of frustrated typing I basically told the guy to ummmm…. I’m betting these “techs” get paid according to how long the live chat continues. I asked once where he was located and was ignored. Later in the conversation I asked why he ignored the question. So he told me he was “here in Tallahassie Florida”. I asked for an address…… he told me they were not permitted to give out that information. Told him I make $25 an hour…… who’s going to reimburse me for the money I lost screwing around on chat with him for over an hour for something that should only have taken 5 minutes???????????
January 11th, 2010 at 6:01 pm
THE VERY VERY WORST!!!! WE’RE FIGHTING THE CREDIT CARD CHARGES NOW – IT’S A PIECE OF CRAP, AND TRULY FRAUDULENT!
January 11th, 2010 at 7:23 pm
Magic Jack’s Customer Service is a complete JOKE! I have been having so many problems in the last 3 months. When I changed my operating system to windows 7, magic jack will not start up on reboot. I went to the website and read over their troubleshooting procedures and followed them but still couldn’t get it to work. When you use the live chat they keep asking the same questions and will transfer you to a higher level of support and the next person who you reach after a long wait. They immediately ask you the same questions. I quickly reply read my previous chats and they come back and attempt to tell me to do the same thing all over again. I build and repair computers for a living so I have a pretty good understanding of computers. One tech asked me if he could send me to a higher level of support and they will take control of my computer and fix the problem. I let them know I am computer literate and that was not needed, just tell me what I need to do and I will make changes. They told me to go and remove my Nero from my system because that is where the problems are stemming from. I became extremely frustrated and told the jerk that I Nero was out long before magic jack came on the scene so how could that cause the problem. Seem like the product development team took a few shortcuts in development and didn’t check to make sure it was not in conflict with these well known and used programs. For the last week all I get is a message that says magic jack will update in the next 60 seconds please do not attempt to make a call while this is in process. I have told this to numerous live agents in the past week and still can’t get this fixed. I have asked for the addresses where I could voice my complaint to upper management and was told tell them and they would pass it on. (What a Joke) No number to contact the company or even an email address to voice your complaint. I am making a complaint with the Better Business Bureau. Magic Jack sucks take it from someone who has it…..The investor is full of B.S. and should really come clean and fix the problems so many people are having! PaY THE MONEY FOR CABLE PHONE OR SOME OTHER USE FOR HOME SERVICE MAGIC JACK IS A TRUE RIP OFF
January 13th, 2010 at 8:49 am
I had issues with my majicjack in the beginning, Customer service tried to help me to no avail. I ended up getting a new computer and my problems were over. discountpc online has very reasonably priced computers and very good and their customer service is impeccable.
January 13th, 2010 at 5:30 pm
I purchased a Magic Jack and it gives intermittent service. I took it back to CVS and exchanged it for a another one. It works great. I just wanted to know if I could keep the same original number.
Cannot find anyone to tell me if that can happen.
January 14th, 2010 at 7:23 pm
MJ takes over 10 minutes to reload, that’s ridiculous and crazy.
January 14th, 2010 at 7:31 pm
They are lying: “one minute of patience…”. I chatted with the live agents twice, but the problem never solved.
January 16th, 2010 at 3:34 am
most messages posted here is about how they were charged with their CCs.
others seems to be technical (HARDWARE or SOFTWARE RELATED).
if your MJ is connected to a laptop pc or mac via router, either wireless lan B or G (2.4GHZ) FREQUENCY
and you’re also using a cordless 2.4ghz phone, your connection is bound to fail. my experience with MJ
for 2 months is quite good.
im in singapore, i call my relatives daily in the US & Canada…both in their landlines at home or at work
& their cellphones.
January 16th, 2010 at 4:26 pm
Rajet is right. This thing sucks. Waste of money. I would rather put out the cash for a regular phone that consistently works. Rather than something that doesnt.
January 18th, 2010 at 10:23 am
I guess complaints are inevitable, but I love it, works great and I have never had a problem with it. But yeah there’s always a but, you really should have a link directly to the site that gives the international codes for calling overseas. There is no link of any kind and yes you can googlefor these but that is what the home page is for. I have called to the U.K. acouple of times and it’s like calling your next door neighbour.
January 20th, 2010 at 6:10 am
I ABSOLUTELY hate it when companies design a crappy device to collect data on you. i suggest everyone read the small piece of the ToS below.
10. Privacy Policy
Your registration data and certain other information about you are subject to this Terms of Service. You understand that by using the magicJack device you consent to magicJack’s collection and use as set forth in these Terms of Service, including the transfer of this information to and from the United States and/or other countries for storage, processing and use by magicJack, its affiliates and business partners to provide you with information about communications-related service.
You acknowledge, consent and agree that magicJack and/or YMAX may access, preserve and disclose your account information if required to do so by law or in a good faith belief that such access preservation or disclosure is reasonably necessary to: (a) comply with legal process; (b) enforce this Agreement; (c) respond to your requests for customer service; or (d) protect the rights, property or personal safety of magicJack, its users and the public.
You understand that the technical processing and transmission of the magicJack device may involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices.
11. Advertisements
You also understand and agree that use of the magicJack device and Software will include advertisements. Advertisements will be served through the magicPage™ Software or the magicJack softphone – the software/softphone attempts to serve local advertisements and classifieds using a completely automated process that enables us to effectively target dynamically changing content. Our computers may analyze the phone numbers you call and your registration information in order to improve the relevance of the ads. We do not provide any personal information to our advertisers or third parties. magicJack has a policy of restricting advertisers that it believes are inappropriate, but it does not guarantee the accuracy or integrity of any advertisers and does not endorse any of the advertisements that may appear in connection with use of the magicJack device. You also understand and agree that use of the magicJack device and Software may include certain communications, such as service announcements, administrative messages and newsletters, and you will not be able to opt out of receiving them.
January 21st, 2010 at 8:05 pm
I have read most of the complaints and find most of them rather picky, some show signs that they are phony or downright fraudulent.
The problems seem to relate to the handling of the purchase, technical problems and tech support.
My experience is very positive. The price is extremely reasonable. If MJ does fail in the future, I do not expect to waste my time worrying much about a refund. $40, come on folks – how much did your crashing notebook computer cost. If it fails in a year or so, get another one.
The purchase was handled properly, my credit card was not billed prematurely.
Installation was flawless and startup very fast.
Telephone sound quality was excellent.
I had a minor issue with ablility to reach certain 1-800 numbers, tech support was easy to find, and very responsive.
If an occasional glitch comes this should be no surprise. How many computer glitches have we had before MJ came along. I believe most of the problems some have had come from the computer itself, software, computer too busy, lousy WiFi connections, poor internet connections, inadequate memory and sad to say, computer illiteracy. Don’t necessarily blame the gadget, the enemy might be us.
I have a local Canadian number for my MJ and folks tell me reception on calls out is better than my land line (Bell Canada). I’m looking forward to dropping my land line Canada/US long distance – a savings of $300+ per year an also trying MJ out for calls home when I go to France later this year.
A truly remarkable invention.
PS Consumers Reports in a mini review this month gave it thumbs up.
January 22nd, 2010 at 7:05 pm
Someone hacked into my VM and change the outgoing greetings to something nasty and racial and changed the VM password access code. I had no access to my VM and started looking for Magic Jack Customer Service #. It turned out they don’t have one. Anyway. I was able to have my VM reset via chat.
The scary part is that if I did not have access to internet or was on the road, I might have had to live with the greeting until I was able to chat with someone online?
I am disappointed. The worst part is that I chatted with two reps and they both found to be very incompetent.
I was going to purchase another magic jack for my friend but I don’t think so…
January 22nd, 2010 at 7:12 pm
GeorgeOakvilleCanada, please don’t question other people issues and call them phony. By the way it’s not an invention. It just a piece of hardware taking advantage existing ip telephony. Have you heard of skype? run skype softphone on a hardware say an iPhone and you have what you can do with MJ. I do have to admit MJ is a good device to have.
Light Bulb was an invention!!
January 23rd, 2010 at 3:48 pm
Magicjack is a pain in the rear end it hardly ever works and when it does its not the best, im cancelling our account soon. I’m glad I didn’t buy with a credit card. GeorgeOakvilleCanada: you should come on here and blast other people for their thoughts and views on a product they spent their hard earned money on wether it be 20 bux or 2000 bux they are allowed to say what they feel about it. You must work for MagicJack.
January 24th, 2010 at 11:14 am
No Bill, I don’t work for MJ. I’m an Emergency Physician (for 39 years).
I do admire inventive people like the inventor of MJ. I emphasize the word “inventor” for the benefit of Ali. I don’t for a minute doubt that many of the negative posts are well intentioned but many are clearly hystrionic nonsense.
Please read the MJ terms of service (did you read them?), look at the web site and the FAQ’s. Most of the solutions are there. I’m simply saying that we consumers need to do our part which is read the directions etc.. Check your hardware, your connection quality, if using a wireless phone etc.
How much hand holding can you expect a company to do for a $40 device/service? $40 is about the price of the mouse for your computer – you might have a couple of these in a drawer. “Hard earned dollars is” exactly what you can save with a properly set up MJ.
January 24th, 2010 at 7:21 pm
I’ve had Magic Jack for over a year now and never had a problem using it intermittently, when on the road or in Europe. But now I am testing it for reliability so I can turn off my land line and am experiencing the following problem: After having it on for two weeks on a dedicated Dell lap top with ethernet connection to my linksys router connected to a Comcast modem, I started having problems with my internet connection on other computers on the same router. I would get the message page cannot be found, no internet connection available, etc, etc. very often, sometimes getting to the page I wanted on the fourth or fifth try, sometimes not, not exotic pages, but google.com for example. Thinking my router was going bad I replaced it with a brand new one – didn’t help, so I swapped out the Comcast modem. I left the Magic Jack computer off for two days and had no problem with the internet connection or finding web sites. Then I started the MJ again and within 20 minutes I was having problems again. Shut down the MJ and the problems went away. Seems as if the MJ is doing something that causes Comcast to ignore all queries from my router. Anyone else experience this?
January 25th, 2010 at 1:52 pm
I just bought the magic jack, installation went perfect! Got my new number and tried to make a test call out… It dialed my cell phone with no issues… however when I hung my cell up, the software appeared to lock up.
I called it from my cell and left a Voicemail as the line never rang.
Can’t get the software to correctly start up now. I get the main page showing 000-000-0000 for my number and it locks up! Joy more research on how to fix it! I hate this stuff!
January 25th, 2010 at 5:52 pm
I would like to get my refund the amount of 46.90 that was drawn from my banking acct. you have your mj so stay out of my checking acct.
January 30th, 2010 at 1:10 pm
Could care less what people think of this , all I know is mine doesn’ t work anymore & I bought 3 . Over 100 dollars waisted . What do I do now , take the beat I suppose ?
February 1st, 2010 at 4:20 pm
Got Skype with an online number, About $70 all together for one year of unlimited calling, works great, 100% quality product! No headaches with pricing/billing/tech support, because it all works seemlessly! I don’t remember exaclty how many, but there are something like 20,000,000 customers using skype, happily!
Oh, and no, Majic Jack’s only invention is marketing magic
February 3rd, 2010 at 3:22 pm
We have had Magic Jack for over a year and could not be more satisfied. The first MJ we rec’d was defective, we had to return it and within days our new MJ arrived and we have never had any problems.
We have recommended magic jack to many people.
We paid with a debit card and we WERE told that there would be a hold on it.
Highly recommend this item.
February 4th, 2010 at 7:37 am
Okay, I own three “Magicjacks”, and have had them for over a year now. I operate them on an Intel Quad Core Macintosh running OS-X (Leopard and Snow Leopard) and (also) Windows XP Pro (using BootCamp). I can boot into any of the three operating systems.
Here are the Pros, Cons, and Tips:
CONS:
* Con 1: MagicJack interferes with the Mac TEXTEDIT application. IF you try to open a TextEdit (saved) file MagicJack will prevent it from opening. So it becomes necessary to right click (Mighty Mouse) the file and choose the “Open With” option; otherwise forget it. Also, MagicJack will suddenly take over when you are typing using TextEdit and you’ll find yourself typing your sentence onto MagicJacks Dial-Pad instead. This is even worse when someone is using the phone (MJack).
*Con 2: MagicJack can be a energy hog on the USB ports. Never install (plug-in) Magic into the computer OEM system USB ports. Even aftermarket USB cards can be taxed to their limit. You can always tell when the sound quality get scratchy or choppy.
SOLUTION: Buy a high quality A/C Powered USB Hub, and dedicate it to the MagicJack. I suggest one that sits nicely on top of your desk, so that you can easily plug and unplug your magicjack.
*Con 3: First Tier Support tries hard, BUT appears to be more unfamiliar with the product and computer operating systems than the average computer enthusiast. I am sure they follow a script of some sort and get confused if you don’t follow it 100%. Advanced support is not much better, BUT some are pretty good.
*Con 4: Apparently MagicJack requires a USB driver that is capable of making it function like the professional VOIP system that it is. IF your USB Driver is damaged, missing, or inadequate then MagicJack will just recycle through the STARTUP process over and over, etc. . . AND it doesn’t matter how many times you erase the PHONE drive or the 16-18 Gb YMAX drive with Disk Utility it still will not work.
PROS: Once you upgrade to a quality USB HUB, and install a quality USB Driver, then you will have a wonderful VOIP phone system whether you are using an Intel Macintosh or a Windows PC. EXCEPT for the TEXTEDIT issue.
You can do all of this for the equivalent cost of one more month’s worth of regular phone service. STILL WELL WORTH IT !
February 8th, 2010 at 9:36 pm
I just ordered this product today and wow!!! I am already about to blow a fuse!! Then I happened onto this site and read this little blurb by the “inventor”:
Charge #1: Some customers are being charged the price of magicJack during their free 30-day trial.
DB: This is not true. You will not find one person who was charged before the 30 day trial was completed. The issue is debit card holders, who were told at least 2 times, that there would be a hold against their debit/credit card at time of order. The issue with debit cards is that a hold may have the same effect as a charge on their debit card, causing overdrafts and the like. We do not accept debit cards anymore for a Free Trial, but offer instead a 30 day money back guarantee now. We have had this new policy in effect for about 30 days, and it appears to have fixed this type of complaint.
Well here is the email I sent to the company since nowhere can I find a phone number to actually SPEAK to anyone!!!
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I just ordered this product today and am already furious with your company. Absolutely nowhere on the initial page of the website nor on the next two pages you have to fill out to order this does it tell you :
“Due to the nature of the Free Trial Offer, this Free Trial is only available for Credit Card users. If you used a Debit Card, your Card will be charged right away, but you will still receive our 30 Day – no questions asked – Money Back Guarantee. Please click here if you would like to change your method of payment or if you can not currently use your debit card for these payments. You may also respond to this email and reduce the amount of items you ordered.”
I went through the process twice to see if I missed anything and it is not there. Only when you have ordered does it give you this message in the confirmation. And even though it says in the message click here to change the method of payment, my boyfriends card was charged for $46 (Which overdrew his account costing another $35.) from you, which I don’t understand since you said the total was for $70.80. So do you think you are going to charge the card for that additional??? All your site says is this:
“Get your magicJack and receive Free Local and Long Distance calls. In the unlikely event you didn’t fall in Love with your magicJack, send it back (no questions asked) within 30 days and you owe nothing. There is NO RISK! We only bill you when and only when, you decide to keep your magicJack. Start saving right away!”
So where in there do you see aything telling people about the debit card payment????
I’m sure you hear quite often from people saying they are going to report you to Better Business Bureau, but belive you me if I don’t hear from someone and hear that the account is going to be credited the $45 plus the $35 overdraft fee because of your companies failure to tell the whole story in your advertisement I will be reporting you tomorrow, Tuesday, February 9, 2010. And you can keep your product. I will not be recommending this to anyone!!
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I sincerely hope people stop buying this product! This company is unreal!! Someone else out to make a buck and screw with unsuspecting people!
February 9th, 2010 at 1:53 am
use prepaid credit card in doing transaction with magicjack. better be safe .
February 12th, 2010 at 1:14 am
Ordered a Magic Jack from the infomercial. All was well when i ordered 1 magic jack and 1 year of service. Billing was expected around $46 (after the 30 day free trial). Opened bank account and was charged $130. Unbelievable. The customer service dept wanted to argue with me that I ordered 2 magic jacks and 2 years of service. Never did, never would. Then to top it off I was charged for express delivery. Never did that either. 5 days later…no product, still billing issues, and nothing resolved. I certainly don’t have the time nor the money to cover this stupid billing error. UGH. I’ve eaten my savings up in my time already.
February 12th, 2010 at 12:31 pm
Magic Jack Rocks!
Get it, you won’t be dissapointed.
February 15th, 2010 at 8:15 pm
I bought a magic jack and had no problem til I went out of the area code and tried to use it and from that point on it hasn’t worked.
February 17th, 2010 at 1:03 pm
I see no problem with magic jack, I’ve been using it for over a year now as a small biz phone and a home phone. Is the BBB really relevant today? I rate the BBB with an F since they gave me false legal info.
eTrust is the way to go for online sales.
February 18th, 2010 at 8:55 pm
I think the problem with Magicjack’s getting static and choppy is because it’s overheating. If it’s connected to the USB 24/7 that is bound to happen. The same thing happens to computer video cards when they are taxed and overheat. The problem is cheap quality parts Magicjack uses, not your USB ports.
February 19th, 2010 at 1:54 am
i’m just disappointed that for such a great product (magic jack), they fell short on customer service
the tech support chat team sucks, gives you the runaround, and after chatting with them for a very long time, says something totally stupid and irritating such as: “actually, there’s an issue with this and that…”
and to think that the chat session was escalated to one of their “TOP 10% agents as rated by their customers” and it didn’t solve a thing…
to Dan Borislow, listen and analyze your VOC before it’s too late.
February 22nd, 2010 at 6:51 pm
I absolutely LOVE the product. I feel that Magic Jack is getting very bad treatment. I have had absolutely no problem with mine at all. This is a new company and product. ANYTHING new is going to have kinks that need to be worked out. Society is harsh and this is all rediculous. Why in the world would anyone give this company such a hard time when it is saving you soooo much money. I know it is saving me anyway. So what if you get a bad one return it and try another one. How many times have you had to call AT&T and give them a little hell to get something taken care of. Oh but that is all right because that company has been around for so many years. I bet if you looked at some numbers and ratios of the two companies that AT&T would have problems as well and I am sure that they had plenty problems when the company 1st came into existence. I wonder how many times Alexander Graham Bell and Ole’ Ben Franklin screwed up before they got it right. Come on people… Give this gentleman a break. He seems to be doing a great thing if you ask me. Let him get the kinks worked out.
February 23rd, 2010 at 12:02 am
Complete waste of an evening trying to get decent sound quality out of this device. I consider myself an advanced computer user. The product is very easy to set up but then the fun begins………..getting a decent call. I have a great internet connection so NO…..that is NOT the issue. Good Luck dealing with tech support…………..was on with them for about 3 hours and things went from bad to worse as they “fixed” things. There was a totally annoying click every 60 seconds and that was on top of the background static. The software was totally annoying as well as it kept popping up on top of whatever you were doing whether you were making/receiving calls or not. Get what you pay for here boys and girls. (And Dan, I am NOT a professional blogger hired by your competition……….can’t imagine they need to pay anybody to say bad things about your product.)
February 23rd, 2010 at 7:07 pm
INSTALLED MINE 05-2009 AND IT WORKED GREAT UNTIL ABOUT 3 WEEKS AGO WHEN VOICE QUALITY BECAME TERRIBLE. I FOLLOWED WEBSITE INSTRUCTIONS AND CHANGED USB PORTS, TRIED 3 PHONE INSTRUMENTS, REBOOTED ROUTER MULTIPLE TIMES, ETC. ETC. AND IT’S STILL TERRIBLE. WHEN I PICK UP HONE IT OSUNDS LIKE FALLING TIN CANS AND VOICES BREAK UP WITH SYTATIC CRACKLE. I
TRIED TO SEND HELP REQUEST ON THEIR SITE AND WAS DIRECTED TO A FEE BASED SERVICE THAT ACTUALLY ASKED ME HOW MUCH I WAS WILING TO PAY TO GET (THIS $39 ITEM) REPAIRED.
I AM A BUSINESS CONSULTANT WITH ABOUT 15,000 ALUMNI ON MY WEEKLY EMAIL DISTRIBUTON LIST WHO HEARD HOW MUCH I REALLY LIKED THE PRODUCT … AND NOW THEY WILLL HEAR WHAT I THINK OF THEIR INCREDIBLY BAD APPROACH TO CUSTOMER SERVICE.
February 27th, 2010 at 1:50 am
I bought this magicjack almost two years ago because they said as soon as they got Canadian numbers we will be given a local number. I have not been able to use this piece of garbage. The sound quality is really bad and now they want me to pay to get a Canadian number. They have $20 worth of credit in my long distance account and I cannot use this thing to call anywhere. They billed me for the 5 year platinum plan and now they want me to pay to for a new extension after almost 2 years.
These people are thieves and we need to file a complaint with the FCC and the BBB>
March 1st, 2010 at 8:01 pm
Customer service is awful. I talked to an associate online and these were his exact words: “I have already explained everything to you and we are getting nowhere I have to end this chat, thank you” And then he terminated our chat. Of course being MJ terrible customer service system, there is no way to support him.
I have a legal subpeona to get the call records, and there seems to be no way to get them. Not even anyone to call.
Worst product EVER!!!
March 4th, 2010 at 9:39 pm
I have enjoyed my magic jack for over a year. I was hospitalized the day before renewing and now that i am out…I can’t renew for another year. I have called and tried to go on the customer service website without success…even when I talked to customer service it sounded like I was calling someones home with kids crying in the background…very unprofessional…very unhappy. For all you guys that have a good experience…my your luck stay with you. I have my number published and have not been able to use it for over a month now. Great idea with no follow-up or customer service.
March 6th, 2010 at 8:15 pm
I love my Magicjack. I do think that there are changes in the Magicjack program during updates that are causing some headaches but generally these can be fixed. My only grouse is that I am unable to backup my contact list as I cannot find it in the Magicjack drives…I used to be able to see it but now it has been moved and customer service has not been able to point me in the direction of where to go and find it. Other than that I hope that Magicjack continues successfully for the next 20 years…
March 7th, 2010 at 2:49 pm
Bought magic jack to use for calling out of state, since can call to CANADA, that why we bought, but we couldn’t call … everytime we made a phone call and got connceted, then just about 1 min, get disconnected.. very very BAD connection… So disappointed.. When we were on a FREE TRIAL…it worked fine, then we bought 5 years plan, though would save us some money, but end up WASTING money on buying this MAGICJACK… Wouldn’t recommended to anyone.
March 7th, 2010 at 9:51 pm
I got a magikjack for my birthday. It was working very good for a couple of month.
Now on the sceen it tels me, your contact were not downloaded.
Could somebody tel me what I should do to get it runing again.
My computer is working fine.
Cant fined the customer service line.
Thank you in advance.
March 7th, 2010 at 9:54 pm
What should I do when the sreen tells me , your contact
were not downloaded
March 12th, 2010 at 2:50 am
I am glad to read this site about all the negitive complaints about magic jack, the message is clear not to get magic jack way too many complaints compare to positive comments about magic jack, I will save my money, sorry to hear so many people have been taken advantage of, lastly I think the inventor has a creepy smile.
March 12th, 2010 at 12:43 pm
Customer service is horrible. Got my MagicJack 4 days ago. Works fine except when you call my magic jack pone number, you get someone else. They wont give me a new phone number. I cant speak to anyone. Into about my 5th hour of LIVE CHAT with no end in site. This is a joke.
March 13th, 2010 at 1:42 pm
Magic Jack tries to make life difficult for those who have questions about how long the service is supposed to function and how your credit card is being charged. It is almost impossbile to determine the status of the service even after giving them your credit info. I renewed my service (I think) and they sent me an email telling my magic jack would be shipped shortly. I already have a magic jack and I don’t need another.
Live chat is really bad. MJ hires incompetant people who read from a script. I live in one state, and they charged me sales tax from another, AFTER I agreed for them to charge my card. Further, they charged me for a renewal BEFORE my OLD period ended. I have spent literally hours on live chat trying to solve this really simple problem.
This turns out to be a Magic JOKE
March 17th, 2010 at 12:43 pm
worked well until a couple of weeks ago and the contacts list vanished. Everything being said about tech support is true. When they get stumped they simply leave not to return. Minutes go by between each interaction. They’ve made themselves totally insulated with no numbers or address or email contact. That in itself makes them very questionable. I will never recommend this product again.
March 24th, 2010 at 1:01 am
Magic Jack is awful…never worked correctly for me… I’m hopeful a new service I stumbled across will be better, already looks far better. They’re offering Free International Calls from your mobile phone! The company is called CallArc, looks like they’re using VOIP to deliver International calls at no cost. Check them out… http://www.callarc.com
March 24th, 2010 at 9:38 am
I picked up a magicJack a couple of months to use in the house where my cellphone coverage isn’t so hot. The call quality is about the same as my cellphone so it is working out fine for my needs.
I did a “Google” and found an package called “Magicfeatures” that gives me Caller ID with name, 7 digit local dialing and some call blocking features I have found useful.
March 24th, 2010 at 11:42 am
was disconnected an have a two year contract what’s up
March 28th, 2010 at 5:36 pm
I ordered the magicjack ata back on Jan 28th 2010, This is now march 28th still no unit has been delivered, I tried to get a refund from paypal but the time has lapsed for opening a dispute. I have email magicjack in Vancouver, Where I purchased it, and have been told “we are understaffed and will look into this next week” Well that was 3 weeks ago and still no word.I have sent an email demanding my $212.00 back and have not heard a word. What the hell is going on with this company. When I ordered it back in January I cancelled my home phone figuring the 30 days notice with bell would give me my magicjack around the same time the 30 days were up as the website says 4-6 weeks for delivery..Well that did not happen, I am still without a phone line in the house and the wife’s not happy about that at all. Where can I call or email toget some action on this bogus scam going on from the Vancouver location.
Thanks in advance
Doug
April 4th, 2010 at 9:39 pm
i spent over 10 hours with the mj live chat reps and its a big joke – i will probably never get contact list back – and i will UNreccomend the magicjack to everyone i know
April 8th, 2010 at 12:20 pm
In the almost two years that we have had magicjack we were satisfied customers. Recently that has changed. Our dissatisfaction is not so much with the product but with the atrocious customer service. It should actually be called “non-existent.” We’ve searched the web for a number and found one which lead to a dead end. Their “live chat” is an insult. It cannot even be accessed. Placing the cursor over where it says “click here” does nothing.
We’ve been trying to add international calling time to our magicjack for months and are unable to do it and can’t get anyone to explain why something we were able to do previously cannot be done any longer. We’ve tried accessing our account profile to change our address and that can’t be done either.
If magicjack was a well-built house it would fall apart and coming crashing down for lack of proper maintenance which good, reliable customer service would be.
April 8th, 2010 at 10:26 pm
Buy it at Wal-Mart. If you ain’t happy, return it and get yer $$ back.
April 9th, 2010 at 8:56 am
My introduction to MJ was through a friend who had been using it for quite a while (and was very satisfied, obviously). Though I have been a self-learned tech for over 22 years, I find reading documentation boring and is pretty much a last resort. I bought 2 with intent to purchase more. Installing MJ couldn’t have been easier, just plug it in, give it a few seconds and it does its own install. its operation is simple, pick up the phone and dial… What could be simpler. Voicemail is great! I can check it as with standard VM with a remote phone while away, or retrieve my VM through email without picking up a phone (I think that is king!)
My only qualm, not a complaint, is the lack of support of less bloated, resource hogging, operating systems. I am not a fan of XP or Vista and wasn’t happy about having to set up an XP machine to run MJ. Again, I am not your typical user, I had hoped to run 2+ MJ’s on one machine and found that it would not work (without some serious engineering, currently in the works). Again, not a complaint, the device does and works exactly as it was designed to. I just prefer to dedicate a machine to do a specific task and be done with it. After looking into some of the forums I find I am not alone there, Im sure we will find a way (to use MJ in a non-standard, unsupported fashion).
I would like to end this saying, “I LOVE MY MJ!”
April 11th, 2010 at 11:00 pm
MagicJack is a great idea. I don’t think it is ready for Windows 7, 64 bit. My computer is strong enough but MagicJack has had many problems. It is taking up 2 drives on my computer identified as CD Drive (X:) and Removable Disk (Y:). It frequently does not activate on reboot. Now it has a double outgoing voice and people cannot understand me. I’d e been with tech support for more than 6 hours and they can’t fix it. They tell me the programmers or engineers will contact me but they never do. I respect their effort to fix my Magic Jack but they really don’t know how. They can’t even uninstall it in order to reinstall it. I really hope Magic Jack suceeds. It is a great idea.
April 13th, 2010 at 12:49 pm
I really would like to have the present issues with M jack resolved. However, I’ve called at least 3 times in the past month each help person going over the same techniques to fix that I now no thoroughly and perform to no avail. Each tech calls runs anywhere from 2 to 3 hrs. Going through step after step that does not work. Usually I get disconnected on my end or theirs. I have had a Jack for more than 3 yrs and used to love it – now it is very frustrating to use. I used to recommend it to everyone for the past few years. I now have so much trouble with trying to make calls that are not broken into bits and pieces when I talk and filed with cut outs, I just will NO LONGER RENEW OR EVER TELL ANYONE TO BUY MAGIC JACK. All it would take to change my mind is a phone call and someone who could really fix the issues.
April 14th, 2010 at 8:31 am
If you have a lost or broken MJ, you will have to pay $20 to replace it; however, if you purchase the $1 insurance you still have to pay $20 to replace it. So what do you get for buying the “insurance” – absolutely nothing. How many people do they sucker into spending just one more dollar? Don’t think for a second you are going to get a refund for anything.
April 18th, 2010 at 9:54 pm
Those of us who have ripped off by Magic Jack .
Try this address, they seem to be very, very interested. Denis J. McInerney
Chief, Fraud Section – Department of Justice. Fraud Section Direct Line
(202) 514-7023. Watching Danny boy get away with $20.00 times 2-3 million
(thats 40 or 60 million dollars) just makes me very unhappy. This guy
set up a US business with thought of Customer Services, Billing, Company Address,
or any other department a US Company has. If it smells like poo, it is poo.
Also contact your State Senator, and tell him your concerns.
April 30th, 2010 at 2:06 pm
this thing is so cheap, if you dont like it throw it away. all these complainers are the same ones who spend $150/month on overpriced starbucks coffee and pay $450 for the lastest cell phone/PDA gadget and are the same ones who complain because they cant get 10G internet speeds while sitting in chair flying along at 300 knots at 7 miles above the surface of the planet.
compared to the government enforced monopoly of ma bell this thing is a friggin miracle. people take so much for granted. they should get down on their knees every day and thank providence that they are the beneficiaries of the genius and hard work of all the edisons and teslas and the thousands of inventors and businessmen who have brought us kicking and screaming into this age of electronic and economic miracles.
if they dont like it they are 1. free to do better (unless obama continues to get his way) and 2. they can find a stone-age tribe to live with in the amazon. The only problem is that the stone-age tribes dont WANT to live like that anymore. They prefer our way of life and despite the potential for heart disease, they like it that their life span triples and on top of that, they can get really sharp hi-def on their flat-screens.
May 4th, 2010 at 2:11 pm
I have a magic jack that now needs to be registered. The problem being is the box always says error even when I got a new user name and pass word. Then it says that we are already registered but needs the email address and password. Then the reply box tells me the site is temporarly out of service. This has been for the last 3 weeks. Why dosen’t my jack work any more? So I called the number and it said I could leave a message for technical support and the rotor just kept talking and repeating the message. You know dail one for ….dail 2 for… over and over again. It never lets you leave a message. JUST GREAT.
May 4th, 2010 at 9:23 pm
This is the message I get when I try to “Verify your login” Email adress is not on file, password is invalid or magicJack serial number is not associated with login. It also tells me that “your magicJack has already been registered” If any of what they say is true then why do they keep sending me at the email I type in the password I also type in to the phone number that they gave me. Everything they ask for is EXACTLY what they sent me! Yet I still can’t use the JACK!!!!!!!!
May 7th, 2010 at 11:39 am
I think the people who spread negative news about MJ are either paid by Verizon, ATT&T, Sprint, Vonage or any of the big telcos. In order to use the service you must have a good quality internet connection, i.e. cable broadband or Fiber Optics like FiOS. You will occasionally get static sounds if you use DSL, it will work but the quality is not as clear as cable broadband. It does not work well with CLEAR WiMax, has lots of static because of unstable WiMax bandwidth. With that said, I am very satisfied MJ user and have been with them for over 2 years. If my mother-in-law can plug a MJ into her laptop and get it working on the first try, so can you. You can’t go wrong with $19.95 per year, heck Comcast charges $25 per month on their VoIP plan on top of the internet plan. I hope MJ stays in business so I can save my money.
May 7th, 2010 at 10:37 pm
Well…I’ve had it for almost a month now, and for now, it seems I”ve dodged the bullet as far as their recurring fees. I purchased my Magic Jack from Radio Shack, not from their website. I actually used my H&R block Tax refund card with no name association whatsoever. THat’s right, MY name isn’t on that Visa, and now there’s no money left on the card, and I don’t plan to put more money BACK on that card. So not sure how they’re going to attempt to rebill me. Guess time will tell. Anyway, just a thought.
If you’re worried about recurring fees, go to Radio Shack or a retail store to purchase your Magic Jack, and use a prepaid Visa without your name on the card.
May 13th, 2010 at 10:23 am
I have spent almost 2 hours of chatting with the agents of Magic Jack and nobody could get my point. What I do understand from them is that your 1 year subscription ends on the day the free trial starts. If you buy it there’s no FREE TRIAL, if you buy it there’s a 30 day FREE TRAIL. That’s funny because when we got the email order confirmation, it stated that “Free Trial Jacks will not be billed to your credit card until the **30 Day Free Trial expires. We will however place an authorization on your credit card (may appear as “pending charge”) for the free trial.” I think you should change your advertisement to FREE TRIAL for those customers who don’t want to buy it but just want a free phone for 30 days. It’s better to be honest to your customers than deceive them. Then I wouldn’t be complaining about the “FREE TRIAL.”
May 13th, 2010 at 10:29 am
I’m sorry just want to correct what I said, it’s not “subscription ends on the day the free trial starts,” instead it ends after one year beginning on the day the free trial starts.
May 14th, 2010 at 6:51 am
I live in Toronto, Canada, Magic jack would be great if I could get a Toronto number, I have tried at least 3 times a week for 3 months and can’t get one, the chat line is useless for this problem, they were good giving me help with the installation though. With the U.S. number that I currently have, my friends in Toronto would incur long distance charges, this isn’t acceptable.
Had I realized that , I would never have purchased the MagicJack, I did not have the option of selecting a number at the time of ordering, if so, I would have gladly paid the $10.00 extra for a Canadian number, as it is, I am using Bell and the Jack just hangs there. Any suggestions?
May 14th, 2010 at 7:49 am
I am a Canadian, living in London, Ontario. I recently purchased the majic jack. I had no problems installing, nor have I any complaints about call quality. I have a NYC phone number. One thing that is not mentioned, or at least not where I have seen it…Canadians using an american number cannot call Canadian toll-free numbers.
My problems started when I tried to purchase a Canadian number, using my prepaid Visa card. I went through mymajicjack, using their online system to order.
I have been charged twice for the Canadian number…leaving me with a 32 cent balance, and still no Canadian number…and yes, it is $4.95 plus $10.00 for the Canadian number.
Upon contacting customer service (their joke of customer service, online support), I was told that they had no record of these transactions. (Never mind that I can provide their company information showing to whom the payment was made). I was told that I would be emailed by customer service…I obviously have not been. I was assured that their engineers are working hard on it (seems like a recurring theme…)
I was also told that since there was no record of an order, these pre-authorized amounts (as I was told) would be removed…and check back with them 3-5 days after receiving my statement…so it seems that I have to wait for up to a month to see what happens.
It seems that an honest company would be a little more proactive about customer service, and follow through on promises made.
I am quite seriously considering contacting the American IRS…it seems that the majic jack company charges quite a few credit cards without providing the service being paid for…I guess we’ll see what happens…
One last thing to point out : in the time that you wait until you can provide proof of majicjack’s fraudulent use of your funds, majic jack is collecting interest on your money…I wonder if said interest is being reported to the IRS…
May 16th, 2010 at 5:09 pm
I am not a “paid blogger” as you claim bashes on you…your reps do NOT responed in 4 secounds …i spent 2 days talking to people and never getting help and i was. I paid for your insurance and you still told me i have to pay to get my problem fixed it worked for about three month then went to hell. I was talked to rude and when i asked to have a phone number to talk to a supervisor i was told no! i have yet to get a refund or get this resolved and this that my lawyer and the press might LOVE to see all the complaints!
May 18th, 2010 at 6:07 pm
I’m traing to buy one year more, trey said ists just 19.90, but a need to pay 39.90… trasts ilegal i want one more year…. i’m not pay 40 dolares por yerar OK………………..es ilegal
May 18th, 2010 at 11:53 pm
my magic jack can not work with my hp office jet j3680 all-in-one….is there any particular fax machine or all- in-one that can work with your magic jack?…..thanks
May 25th, 2010 at 8:40 pm
Jeesh. I am not a professional blogger working for the “other guys”. I’m happy that many are having success with Magic Jack. Matter of fact, I recently renewed my 1-year Magic Jack service for $19.95, no problem. However, my original Magic Jack USB device eventually stopped working in that the connector became lose and the blue light would not stay on. I contacted an online chat agent promptly helped me order a “Replacement” for $9.95. She charged my debit card. The Magic Jack arrived yesterday in the mail. I plugged it in but the phone would not work. I spent 2 days of chatting, with agent after agent going over and over (and over) the same questions and performing the same actions. Eventually I was told that there were “dial tone” problems on their end and unfortunately I would have to wait a few hours for it to be resolved. The next day I experienced the same problem…No dial tone. Eventually I was transferred to an Agent who took control of my desktop but was still unable to resolve the problem. This went on with 2 more “Experts” who also had control of my desktop. They could not resolve the issue. I’ve suggested several times that I have no problem with them keeping my $19.95 1-year renewal fee, however, I would at least like my Ten Dollars back as a refund on the Replacement that they cannot make work. I’ve been told that that is not possible. Isn’t this America? Don’t we back our products here? Why shouldn’t Magic Jack step up to the plate and provide a reasonable request for a refund. This was a very frustrating 2 days. I’ve pasted transcripts from some of some of the frustrating chat sessions below. I would highly recommend not giving up if your complaints are valid. Thank goodness I’m only out a total of a couple days and $30, but if everyone were to forfeit $10 for defective “replacement” Magic Jack, those rotten !@#$’s would be billionaires. Where’s the Consumer Protection Agency when you need them. Shame on you Magic Jack. Get a handle on your front line Customer Service and Support. Max down and then up a couple pages to get the jist of what my experience with Tech Support was like.
Transcripts from 05-24-2010
Please wait for a site operator to respond.
You are now chatting with ‘Jed’
Your Issue ID for this chat is LTK4190113547789X
Jed: Hello, how may I help you?
steven: no dial tone
Jed: May I have your magicJack Phone Number, Account name and Account Email Address please?
steven: 8xx-7xx-7xxx
steven: xxxx@xxxx.com
Jed: Is your magicJack currently plugged into your computer?
Jed: Do you see the dial pad on your screen?
steven: yes
steven: yes
Jed: 1. Click the “Start” button then “Settings” then “Control Panel” then go to “Internet Options”, under “Privacy” tab, slide the bar down to “Accept all cookies”.
Jed: 2. Click “Security” tab, click on “Trusted Sites” then click the “Sites” button.
Jed: 3. Un-check the box at the bottom left of the window that says “Require Server Verification”.
Jed: 4. Type the following address into the text bar, reg.talk4free.com then click the “Add” button, and also type in the following address, my.magicJack.com and click “Add” then “Close” then “OK”.
steven: slow down please.
Jed: Sorry for that Steven.
Jed: Please take your time.
Jed: Click the “Start” button then “Settings” then “Control Panel” then go to “Internet Options”, under “Privacy” tab, slide the bar down to “Accept all cookies”.
steven: there is no “Settings” under the Start button.
steven: there is Control Panel, though
Jed: Okay. Please go directly to control panel.
steven: k
Jed: Then go to “Internet Options”, under “Privacy” tab, slide the bar down to “Accept all cookies”.
steven: there is not a slider under the Privacy Tab.
steven: i’m running XP
Jed: Click “Security” tab, click on “Trusted Sites” then click the “Sites” button.
steven: gotcha. had to take it from Custom back to default to get the slider. ok it’s all the way down.
steven: now what?
Jed: Un-check the box at the bottom left of the window that says “Require Server Verification”.
steven: i’m on security tab and trusted sites. i don’t see that check box.
Jed: You can see in on the lower part of the Page after you click on “Sites” button.
steven: ok got it now…. had to go into Sites
steven: now what?
Jed: Type the following address into the text bar, reg.talk4free.com then click the “Add” button, and also type in the following address, my.magicJack.com and click “Add” then “Close” then “OK”.
steven: which text bar are you referring to?
steven: on the key pad?
Jed: It is the box with the white background beside the “ADD” button.
steven: got it.
steven: now what?
steven: you want the ‘require server verification’ back on?
Jed: http://upgrades.talk4free.com/upgrade/20090722000000/upgrade.exe
Jed: Please download and run the link.
steven: it says ‘warning, must plug mj in’ ?
Jed: One moment please…
Jed: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
steven: ok, keypad is gone now.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with ‘Nicole’
Your Issue ID for this chat is LTK4190113547789X
Nicole: Hello Steven. My name is Nicole. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.
Nicole: Thank you.
Nicole: May I know when did this issue start?
steven: as soon as i plugged it in.
Nicole: ok
Nicole: Please unplug your magicjack and plug it back after 20 seconds to another USB port of your computer.
steven: done, now what?
Nicole: Still same error you see on the computer screen?
steven: yes still same error.
Nicole: Please go to “My Computer”. From the menu bar go to “Tools” and select “Folder Options”. In there click on the “View” tab and make sure the option “Show hidden files and folders” is checked then click “OK”.
steven: done, now what?
Nicole: Please press the “Windows” button on your keyboard (the one between CTRL and ALT) then press “R” and type “Application Data” then press the “Enter”.
steven: done, now what?
Nicole: Double click on the folder called “mjusbsp” then “in00000″. Copy the file named “Set-up” and close that folder
steven: done, now what?
Nicole: Click the “Start” button then “All Programs”, right click the “Startup Folder” and choose “Open all Users” and past the “Set-up” file into that folder.
steven: done.
Nicole: ok
Nicole: Double click on the folder called mjusbsp. In there double click on the folder called ug00000 and then double click on the icon called setup.
steven: i closed it.
Nicole: Please try to double click on it.
steven: its a setup icon. i clicked it and the key pad came up.
steven: now what?
Nicole: Good
Nicole: Does it display “ready to call”?
steven: it does.
Nicole: Great, its now working, Steven
steven: it always has said that, though.
steven: i still can’t use the phone.
Nicole: Please try to restart your magicJack
Nicole: And try making calls again.
steven: how?
steven: do i restart?
Nicole: Go to softphone’s Menu>Advance Users>Restart
steven: restarted, but still can’t make a call from the phone.
steven: wonder what’s wrong?
Nicole: mm..
Nicole: I think I need to check that here on our end, we’re doing some updates and you might just been affected, don’t worry about it.
Nicole: Its not really an issue with your phone.
steven: probably not.
steven: but i am not sure why the phone doesn’t work.
Nicole: Please hold on, I will check it here on our end.
Nicole: Thank you for waiting, Steven.
steven: hi
Nicole: I have noticed that no dial tone is an issue for now with magicJack and sorry to tell you that you’ve been affected and one of the affected customers right now, however it will be fixed shortly on our end, we don’t need to do anything else tonight since it will just be back to normal in a while.
steven: how long should i wait before i check back?
Nicole: You may do wait for at an hour or so for better result. Don’t unplug the magicJack tonight and just let it be plugged in.
Nicole: Later tonight after few hours, restart the magicJack for at least 3 times and then try making calls using the telephone.
steven: do i leave the setup file in startup? it has a date-modified of 2/26/2010. is that the most recent?
Nicole: That’s fine, no need to delete it.
Nicole: Do you have any concerns for now aside from this issue?
steven: no.
Transcripts from 05-25-2010
Marcus: Steven, now please re start the computer and come back immediately after that if the phone is still not working.
steven: back into chat with another agent?
Marcus: You can use the ticket id, Steven.
steven: LTK4190113657634X ??
Marcus: Yes. It is your ticket id.
Please wait for a site operator to respond.
You are now chatting with ‘Jacob’
Your Issue ID for this chat is LTK4190113664490X
Jacob: Hello, how may I help you?
steven: need to go back to ticket LTK4190113657634X from 10 minutes ago as per Marcus.
Jacob: Would you allow me to assist you for today?
steven: well, i think marcus wanted to continue with me. i’ve worked with him quite a while.
Jacob: Okay.
steven: we don’t want to start over each time from the beginning, do we?
Jacob: One moment please…
Jacob: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with ‘Virgil’
Your Issue ID for this chat is LTK4190113664490X
Virgil: Hi, this is supervisor Virgil. To better assist you, please brief me about your concern or query. Thank you.
steven: need to go back to ticket LTK4190113657634X from 10 minutes ago as per Marcus.
Virgil: Please wait while I check that for you
Virgil: Have you plugged in your magicjack>
Virgil: ?
steven: yes
Virgil: Does your magicJack softphone read “Ready to Call”?
steven: did you pull up the transcripts for ticket LTK4190113657634X ?
steven: yes, as before and always…it still says “Ready to Call”.
Virgil: Yes I read your previous chats.
Virgil: Please follow some steps with me.
steven: there should be some comprehensive notes in ticket #: LTK4190113657634X
Virgil: You need to follow some steps with me.
Virgil: Are you ready?
steven: did you speak with Marcus about it to get his advice?
Virgil: Yes I speak with Marcus about this issue and you need to follow some steps with me.
Virgil: Because you missed some steps before.
steven: i’ve been following the same steps over and over for 2 days now. i will be happy to follow them yet again, if you think that’s what needs to be done. i’d just like to be able to use the device. you see, i renewed my 1 year subscription and then the original device stopped working (Blue light went out). So i chatted and they told me I’d need to order a replacement and be billed immediately for $10. I went ahead and ordered it and you charged my credit card $10. The new MJ device arrived yesterday but will not work.
steven: I followed the steps that everyone has asked me to do, very closely.
steven: i would like this new MJ to work.
steven: so what is your suggestion Vigel.
Virgil: May I have your magicjack number please?
steven: which steps did Marcus miss?
Virgil: After uninstall you also need to follow some more steps.
steven: my phone # is: 8xx-7xx-7xxx (i’ve transferred it from the original MJ to this new one as specified in the instructions that came with it)
Virgil: Thank you
Virgil: Please wait while I check that for you
steven: hmm. wonder why he missed those?
steven: be right back.
Virgil: Because you want to restart your computer.
Virgil: Would you like to give me a chance to solve your problem.
Virgil: ?
Virgil: And I am giving you the surety, your problem will be solved.
steven: sure. i like the fact that you’re assuring me you can make this work. but, what if you can’t? where do we go then?
steven: seems like i’ve done everything several of your techs have asked me do with no success.
steven: feel free to give me your instructions when your ready. i’d be happy to try again.
Virgil: Thank you
Virgil: One moment please…
Virgil: Please click on Menu of dial pad and select Volume/Headset control. Can you toggle between telephone and headset there?
Virgil: If you are using a phone, choose “Telephone”
Virgil: If you are using a headset/speakers, choose “Headset”
steven: i need to write this issue # down for reference in case we need to try again. it’s LTK4190113664490X, correct?
Virgil: Yes the ticket id is “LTK4190113664490X”
steven: you see, as stated in the previous chat notes you told me you read, you’ll notice that i’m not using a head set. matter of fact, i do not own a head set.
steven: i am on “Telephone”. always have been. i check that often.
Virgil: You just need to try to toggle there.
steven: it toggles and i’ve tried it both ways. neither allows me to use my phone. that’s also in the previous chat notes, right?
Virgil: Download and run the Recover Tool from the link below. After running the tool, unplug your MagicJack, wait 2 minutes, and plug it back in.
steven: i currently have toggled it to “Telephone”.
Virgil: Please click over this and run this tool
steven: Virgil, you can see that i’ve done that several times, right?
Virgil: After that please try to make a test call and let me know if it works.
Virgil: Steven I read your all chats and I also know these steps are same but I will give you in correct manner.
Virgil: Please follow these steps and let me know when you are done.
steven: done.
steven: phone doesn’t work.
Virgil: Please click on Start and click on Run . In Run window type devmgmt.msc and press Enter.
Virgil: Now click on + sign next to Disk Drives and look for Ymax or Tigerjet. Please right click on that and select uninstall.
Virgil: Now click on + sign next to CD-ROM/DVD and look for Ymax or Tigerjet. Please right click on that and select uninstall.
Virgil: Now click on + sign next to Sound Video and Game Controllers and Look for USB Audio or USB Internet Phone. Please right click on that and select uninstall.
Virgil: Now click on + sign next to Universal Serial Bus Controller and look for USB Composite Device (TigerJet only) or Ymax or Tigerjet there. If you find any of them then right click and select uninstall from there.
steven: i just ran the “mjrecover_setup(3).exe”
Virgil: Okay
Virgil: Take your time.
steven: “TigerJet USB Composite Device” is there.
Virgil: Please uninstall that.
steven: I have complete the Uninstall of the “TigerJet USB Composite Device”
Virgil: Have you done all the above steps??
steven: yes, the only one that existed was “TigerJet USB Composite Device” under “Universal Serial Bus Controller”.
steven: it is uninstalled as per your instructions.
Virgil: Okay
Virgil: Please unplug your magicjack and let me know which devices are under Sound Video and game controller.
steven: MJ is unplugged. The devices under “Sound Vidwo and game controllers are as follows: Audio Codecs; Legacy Audio Drivers; Legacy Video Capture Devices; Media Control Devices; Sigma Tel High Definition Audio CODEC; and Video Codecs
Virgil: Thank you
Virgil: One moment please…
Virgil: Please follow these steps
Virgil: 1. Click Start
Virgil: 2. Click Control Panel
Virgil: 3. If your Control Panel is in Category View, double-click Sounds, Speech and Audio Devices
Virgil: If not in Category View, go directly to the Step 4
Virgil: 4. Double Click on Sounds and Audio Devices
Virgil: 5. Click the Audio Tab; the middle one
Virgil: 6. Under both Sound Playback and Sound Recording, select your default audio device (Sigma Tel High Definition Audio CODEC) from the drop down menu
Virgil: * Never select Tigerjet as your default device
Virgil: 7. Click the box labeled Use Only Default Device; located in the bottom left corner of the window)
Virgil: 8. Click Apply and OK
steven: #6. i only have “SigmaTel Audio” on the drop down for Sound playback and Sound recording.
Virgil: Okay
Virgil: Please exit from there.
steven: ok
steven: done.
Virgil: Please click over this and run this tool
Virgil: Let me know when you are done.
Virgil: Your magicjack should be unplugged.
steven: done. it said “successfully removed”.
steven: that was the “mjRemover(6).exe that i just ran.
Virgil: Now please wait for 5 minutes.
steven: does it have to be exactly 5 minutes.
Virgil: You need to wait because I need time to refresh your connection from my end and your magicjack should be unplugged.
steven: my MJ is unplugged and i am waiting.
steven: what are you refreshing on your end?
Virgil: Thank you
Virgil: Your magicjack connection.
steven: how do you do that remotely?
Virgil: I need not to do this remotely I am working with this in our side we need not to login your computer.
steven: do you run software, do you flip a switch, can you see the status of my MJ on your end? just curious what you can do remotely on your end for my specific MJ?
steven: what can you do “locally” on your end that will effect my MJ.
Virgil: May I have your magicjack number please
Virgil: ?
steven: where are you sitting>
steven: what state are you in?
Virgil: We are from west palm beach Florida
steven: i gave you my phone number when we first started chatting… here’s what I told you: “my phone # is: 8xx-7xx-7xxx (i’ve transferred it from the original MJ to this new one as specified in the instructions that came with it)”
Virgil: Please go to “My Computer”. Now keep that window open up . Please hold down the shift key while plugging in magicjack. And let me know the drives name that appear after plugging in .
Virgil: May I know the person name under which you have registered your magicjack/
Virgil: ?
steven: joe programmer (changed, obviously)
Virgil: Okay
Virgil: Please give me the drives name that appear after plugging in .
steven: magicJack (E:) , and MAGICJACK (F:)
Virgil: Thank you
steven: are the drive names for MJ under “My Computer”
Virgil: Yes both will be there
Virgil: Please right click on both and find which one have format option.
steven: they both do.
steven: F is the only one that can be formatted.
Virgil: Okay
Virgil: One moment please…
steven: what next?
Virgil: Right click on (F:). Click on Format option, on the Format window Set file system as FAT. Click on START/OK. DO NOT UNPLUG THE MAGICJACK AFTER FORMAT, Let me know when you are done.
steven: format is complete.
steven: done.
Virgil: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista):
Virgil: http://upgrades.magicjack.com/upgrade/upgrade.exe
Virgil: Please run upgrade after that please try to make a test call and let me know if it works.
steven: the MJ pad is not up.
steven: the icon is no longer under Start.
Virgil: Please unplug your magicjack and plug it in different USB.
steven: ok, but how do i start the MJ pad back up?
Virgil: When you will plug it in different USB after that it will up automatically.
steven: no, it’s not starting automatically.
steven: and i switched usb ports.
Virgil: Would you like us to log onto your computer remotely and resolve this issue for you? If yes, I will transfer you to a higher level of support that will take care of this for you.
steven: sure that would be great!
Virgil: Please wait while I check that for you
Virgil: Our remote assistance Engineers are busy at present. Once they will be free, I will escalate you to them.
steven: ok, i’ll wait.
steven: hey Virgil…wouldn’t formatting the device have wiped out all of the MJ software?
steven: when i open the F: drive now, there is nothing there. Before there were some icons, exe’s , etc.
Virgil: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
steven: whoa….
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with ‘Renard’
Your Issue ID for this chat is LTK4190113664490X
steven: i thought you said you were transferring me to a remote assitance Engineer?
Renard: hi Steven, this is Renard, I will be assisting you
Renard: click here
steven: are you a remote Assistant Engineer?
Renard: click this link and click I agree then click run application
Renard: Yes
Renard: allow me to take control of your mouse and keyboard
Renard: is your magicjack plugged?
steven: yes
Renard: please hold
steven: no problem.
steven: still there?
Renard: please unplug your magicjack for 15 seconds and directly plug it to another usb port
Renard: please do not use the usb extension cord when you plug your magicjack back
steven: done
Renard: please hold
Renard: your magicjack is fixed now
Renard: Is there anything else I may help you with today?
steven: nope.
steven: phone does not work.
steven: same problem that i’ve had since yesterday.
Renard: please unplug the phone that is connected to your magicjack and plug it back
steven: done. phone still does not work.
Renard: you do not have a dial tone?
steven: correct.
Renard: click here
Please wait for a site operator to respond.
You are now chatting with ‘Jocel’
Your Issue ID for this chat is LTK4190113672848X
Jocel: Hello, how may I help you?
steven: LTK4190113664490X
Jocel: Please wait while I read your previous chats.
steven: need to get back on with the Remote support.
steven: just got bumped from session with Amika.
Jocel: Thank you for patiently waiting Steven, Anika is current busy assisting another customer right now. However I will be glad to assist you with your concern. Will you allow me to assist you?
steven: if you’re a Remote Assistant who can log onto my Desktop and have a look, then Yes.
Jocel: Would you like us to log onto your computer remotely and resolve this issue for you? If yes, I will transfer you to a higher level of support that will take care of this for you.
steven: I’ve spent 2 days, going over and over this with agent after agent.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with ‘Jezebel’
Your Issue ID for this chat is LTK4190113672848X
BUMPED off Again!!! Third time in a row!
Please wait for a site operator to respond.
You are now chatting with ‘Patrick’
Your Issue ID for this chat is LTK4190113673667X
Patrick: Hello, how may I help you?
steven: LTK4190113672848X need remote desktop assistance. i keep getting the session cancelled.
Patrick: Okay.
Patrick: One moment please…
Patrick: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with ‘Cesar’
Your Issue ID for this chat is LTK4190113673667X
steven: Chat InformationPlease wait for a site operator to respond. Chat InformationYou are now chatting with ‘Patrick’ Chat InformationYour Issue ID for this chat is LTK4190113673667X Patrick: Hello, how may I help you? steven: LTK4190113672848X need remote desktop assistance. i keep getting the session cancelled. Patrick: Okay. Patrick: One moment please… Patrick: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
Cesar: Hi, this is Cesar and I will be assisting you.
Cesar: I need to take control of your computer to be able to assist you with your problem.
steven: not a problem, but the last 3 times the session gets canceled. so, how can we make this work and how many times are we going to try to resolve it?
Cesar: Do you have java installed properly?
steven: yes, i’d think so. i’ve had Renard on for 15 minutes.
Cesar: Click here
Cesar: And once the new page opens, check the box to agree and click start sharing my screen
steven: i do that each time but get canceled.
Cesar: I see. try to uninstall all java and then re-install java
steven: i have just shared my desktop with you. go ahead, or we’ll get disconnected if i uninstall java.
steven: go for it. why no dial tone.
Cesar: Do you have the magicjack dial pad in your screen/
Cesar: One moment please…
steven: no
Cesar: Okay is the magicjack currently plug in?
Cesar: Do not move the mouse for now .thanks
steven: yes and blue light is on.
Cesar: Check if you have dial tone
steven: no
Cesar: Are you using a headset or handset?
steven: no
steven: handset. telephone.
Cesar: Is it a corded or cordless phone?
steven: cordless.
Cesar: Make sure that the main base of your cordless phone is connected to the magicjack
steven: i have, several times, over and over. and i’ve switched phones several times (along with bases)
Cesar: Still the same?
steven: yeah, unfortunately.
Cesar: Unplug the magicjack and plug it in after 20 seconds
steven: k
steven: same port?
Cesar: Yes
steven: done
steven: no dial tone.
Cesar: Are you using a laptop or desktop?
steven: laptop
steven: it’s always worked until the replacement arrived.
Cesar: Try a different usb port
steven: i have tried that several times.
steven: seriously.
steven: at what point, do we all concur that it isn’t going to work?
steven: you’re welcome to take a look around and redo anything you think needs to be done. previous person had me reformat the MJ. Renard ran a USB scrub.
steven: i’ve been at this for 2 days.
steven: i renewed a full year of service not too long ago for $19.95.
steven: Then, my MJ stopped working so I chatted with a Tech Agent and she said I needed a replacement for $10.
steven: I ordered it and it arrived yesterday May 24, 2010. Since then I’ve been chatting and chatting 2 days straight.
steven: You guy’s can keep my $20 for the 1-year renewal. I’d settle for my $10 back on the replacement.
steven: Unless you feel you can get it working.
steven: It seems like we’re beating a dead horse though, wouldn’t you say?
Cesar: Okay i understand Steven, have you tried this magicjack in a different computer?
steven: no, i don’t have another computer to try it in.
steven: there was nothing in the Rule books about having to have multiple computers. Besides, the original worked just fine in this laptop. It’s the replacement that isn’t working.
steven: what do you think the problem is?
Cesar: I mean, if it’s possible try to use the magicjack in a different computer, a friends computer or relatives computer or a public computer just to check if the same problem
steven: not possible.
steven: i have no transportation. and i work from home telecommuting.
steven: you have control of my desktop, right?
Cesar: Yes
steven: you can do the same things that the other Agents have asked me to do over and over and over again.
Cesar: Unplug the magicjack and plug it in after 20 seconds
steven: i see you updated all the USB drivers. that has been done 4 times now. i’ve also unplugged and replugged at least 10 times. but…i’ll do it again for you Ceasar.
steven: back in but blue light is not on.
Cesar: Try a different usb port where the blue light lit
steven: it’s in the port that was working before you updated the drivers.
steven: blue comes on then goes out.
steven: i don’t think these things are made to be pushed in and pulled out over and over and over again. they are cheap plastic.
steven: now what?
steven: soft pad is not up either.
Cesar: Are you using the usb extension cord?
steven: no.
steven: i never use it.
Cesar: Try a different usb port
steven: i just did, dude.
steven: now what?
Cesar: How many usb ports are available in your laptop?
steven: still there?
Cesar: How many usb ports are available in your laptop?
steven: 2
steven: which were both working 5 minutes ago.
Cesar: Okay unplug the magicjack and plug it in after 20 seconds again.
steven: the ports still work with my thumb drives, but MJ no longer has a solid blue light.
steven: i think you guy’s asking me 100 times over 2 days to unplug and replug it may have finally broken it.
steven: who else can we see about me sending it back and you guy’s reversing the $10 charge to my credit card?
Cesar: I understand, we may need to try this magicjack in a different computer just to check if the same problem
steven: well, i’ve told you I don’t have a different computer.
steven: so now what?
steven: is it a requirement that a person have more than 1 computer in order to own a magic jack?
Cesar: No Steven, it’s only if possible just to check if the sam problem
steven: and besides, like we’ve discussed…this is replacement. the original worked fine on this laptop.
Cesar: One moment please…
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with ‘Loren’
Your Issue ID for this chat is LTK4190113673667X
Loren: Hello Seven. My name is Loren. To better assist you, let me put you on hold while I read the previous chat you had. Thank you.
Loren: Thank you for waiting.
Loren: Are you using a corded or a cordless phone?
steven: you should be able to see that we’ve spent 2 days trying to get the replacement MJ to work.
steven: you can see from the previous transcript that i’m using a cordless phone.
steven: Loren, this is what i need to do….
steven: I’m going to let your company keep my $19.95 1-year renewal fee. However, since we have spent 2 days chatting and chatting with agent after agent, and even had agent’s logon remotely and take control of my desktop ALL with no success… i would like my $10.00 back. Does that seem fair to you? Would you help me with that?
Loren: One moment please…
steven: Loren, I know you’re following the same script as ALL the other Agents I’ve chatted with over the last 2 days. I’m not going to repeat it again.
steven: It’s fair to say that I am entitled to my $10 refund. What avenues do I need to go through to get the $10 back?
Loren: Okay.
Loren: One moment please…
steven: I think I’m being very fair.
steven: I’ve been made to feel like I’m dealing with Communist China, though.
Loren: Thank you for waiting, Steven.
steven: Loren, I’ve been at this 2 days! Another 2 minutes won’t hurt.
Loren: Unfortunately, the replacement can’t be refunded anymore. However I will be glad to assist you with your concern which is no dial tone in your phone.
steven: I’ve had it 2 days. And, obviously you can’t help me with the No Dial Tone issue. I’ve been trying for 2 days.
Loren: Have you tried to use a different telephone be it corded or cordless?
steven: You read the previous chats, right. You saw that Renard and Ceasar both were unable to fix the problem even though they had control of my Desktop?
steven: yes i have tried corded, and uncorded phones.
steven: look, you guy’s may have caused damage to my laptop over the last couple of days. All i’m asking for is my $10 back. I’m not living in Communist China. This is America, right? Why on Earth wouldn’t I be entitled to a $10 refund for a product replacement that is NOT working?
steven: Where do we go from here?
steven: What do you need me to do?
Loren: Is your magicJack plugged in right now?
steven: the blue light stopped working.
steven: you’ve had me plug it in and unplug it about a hundred times over the last 2 days.
Loren: Are you using a desktop computer?
steven: Are you saying you will not give me a refund.
steven: you can tell by the previous chats you said you’ve read, that i’m using a laptop.
Loren: We cannot process any refund to a replacement device, Steven.
steven: this is going nowhere. Please give my home phone # to your Official Complaint Department. I would be happy to explain what is going on to someone who’d care to listen. This has become very time consuming. Your product is not working. I’d just like my $10 back. You can keep the $19.95 1-year renewal I sent you not too long ago.
steven: I believe I had better contact the Better Business Bureau. This is obviously some type of scam.
steven: I have all the transcripts, and I give you my standing offer to call me and discuss at: 80x-xxx-xxx7.
steven: I feel this is very fair.
Loren: I understand how do you feel towards this issue but please allow me to do some trouble shooting steps to your magicJack, Steven.
steven: Until then, I guess youu can look for 2 days of transcripts and run around on the Internet complaint boards, and hopefully expect to hear from the Better Business Bureau.
steven: You’re repeating the same thing All of the other Agent’s have tried. Same exact wording. I’m done. I’ve let you guy’s (Magic Jack) try for 2 day’s straight.
steven: What is the name of the company you work for, Loren?
Loren: I am working for the magicJack company, Steven.
Loren: Please click the “Start” button then click “Run” then type “dxdiag.exe” and let it run then restart the magicJack afterwards.
steven: I’ll take it up with Better Business Bureau. My number is: 8xx-xxx-xxx7. Open invitation for your comany representive to call me. AND… we’ve already tried “dxdiag.exe? Bye for now. Hopefully, my complaint will matter.
May 26th, 2010 at 3:44 pm
I have had nothing but problems with Magic Jack. Its been well over a month and I still have no hardware. I get transfered from Agent to Agent NONE of which help me. In fact they dont even answwer my questions. Its like a game to them.
I am going the full nine with my complaints, the service is terrible..no one wants to help you.
I do not suggest this headache one ANYONE.
MAGIC JACK STINKS
May 30th, 2010 at 11:07 am
I paid $39.95 for this divice and it won’t down load.It just keeps flashing and doesn’t work.Can I have my 39.95 back ? I purchased it at Wal-Mart and they said I’m S.O.L.Try as I might it just won’t downloadMr Wagoner
My E mail address is jwagoner7@cox.net
June 2nd, 2010 at 7:36 pm
I would like to know how to set up a call forwarding from MagicJack to my cell phone.
Thanks.
Paul
June 4th, 2010 at 8:10 am
I have had nothing but problems with the MagicJack. The volume is an issue people tell em they can not hear me and I get just a horrible connection. I spend hours with online costumer service because they keep transferring me to someone else. The problems never get fixed.
Magic Jack has not saved me money or time! I am very angry with this company and will file a complaint with the better business Bureau. I still had to keep my land line do to these issues.
I would encourage people not to go with the Magicjack
June 4th, 2010 at 8:11 am
P.S. I want my money back.
Jeanie
June 4th, 2010 at 2:02 pm
Never ever try to think buy magic jack.Though Somebody offers you free. Its so cheap by every means.
June 5th, 2010 at 8:13 am
This is a state of the art technology. For sure those are technology challenge people, they need regular land line. I guess land line is made for those type of people, where you do nothing but drain your money.
It only requires very basic knowledge to use this magic jack. Those are saying that they are not satisfied with the magic jack are those who want to speak to live agent or talk about nothing. I am sure majic jack won’t have any problem having agents who answers the phone, but at the end who is going to pay for these type of facilities? Us, isn’t it true? Instead, take the advantage of low cost service and let other enjoy. If this service is not for you, just stay out of it, and have your loveley landline for your life.
There is no comparision between the money you are saving vs having deal with those land line cheaters.
June 5th, 2010 at 11:53 am
I am not a professional blogger. When people call my Magicjack number they get a busy signal. My Magicjack won’t go into voice mail. I got on line and did several live chats and, after waiting 40 minutes each time, none of the customer service people could help. What’s worse they all terminated my chat when I told them I needed to speak to a supervisor. They simply terminated my call, refusing to allow me to speak with a supervisor, despite the fact that I had no phone service and despite the fact that they coul;d not solve the problem. I was told that my problem was sent to engineering and to “chat-back” in a couple of hours if it wasn’t working. I asked to speak with engineering and was refused. I explained that engineering could check my number to see if it was fixed and call or email me back. I was refused. I had to chat-back in a couple of hours, if the problem was not respolved. nevertheless, i would continue to be billed, despite the fact that my service was not running and Magicjack could not fix it. This problem has been going on for several days and is still not resolved. I have not heard from Magicjack and assume that for 20 dollars they just don’t care if they lose me as a customer. They ignore problems and sign new customers, hoping they can make a profit. I advise that no one use Magicjack. You get what you pay for. Besides, the reception is horrible. Most of the time, people cannot get a clear connection or hear the other party clearly. Magicjack sucks!
June 7th, 2010 at 2:25 pm
when I tried to get the billing number so I could talk to someone in billing which I’ve done before after a lengthy discussion with chat people and said you know I can get in trouble for this they keep on telling me to go to my bank statement but of course I don’t have the bank statement because it’s an old card and I don’t have that information anymore. Instead of just giving me the number select a call billing.they gave me the runaround here is just a sample of the consistent runaround every time you try to ask for the billing number which they should be able to give you if you have an issue with your bill.
Steve: The MasterCard
Steve: And do not have that statement
Chris: May I have your magicJack phone number please?>
Steve: No one 74778963
Steve: 917-477-8963 begin_of_the_skype_highlighting 917-477-8963 end_of_the_skype_highlighting
Chris: Okay. If you want to renew your license, you will have to log on to your account page at Http://my.magicJack.com\
Steve: Aomori on that page I want to speak to
Steve: Billing department
Steve: I am already on that page
Steve: I need the billing department’s number please
Chris: Do you see Welcome, STEVE NESKIS on top?
Steve: Yes
Chris: Do you want 5 years?
Steve: You see I want the billing department please
Steve: Why will you not give me the billing department number
Steve: I will be recording this
Chris: Steve, you are just renewing your license, right? May I know why you are asking for the Billing department?
Steve: Because I have a card situation that I would like to discuss with them
Steve: I shouldn’t have to do a big dissertation just to get to the billing department
Chris: Steve, that is the only way to renew your license.
Steve: I would like the number to the billing department
Steve: I will not be new my magic Jack
Steve: if you continue this abuse and I will take it to the Better Business Bureau
Steve: and show him this conversation
Chris: I respect your decision, however I need your full cooperation in order for me to resolve your concerns, however since you don’t cooperate I am forced to end this session. Please do not hesitate to chat us back when you are ready. Have a good day!
Chat InformationChat session has been terminated by the site operator.
June 7th, 2010 at 2:27 pm
as you can see how lame they are they just keep on giving you the runaround and will not give you are answer you can try to blame you for not being cooperative here is just a bit of that abuse……..
Steve: The MasterCard
Steve: And do not have that statement
Chris: May I have your magicJack phone number please?>
Steve: No one 74778963
Steve: 917-477-8963 begin_of_the_skype_highlighting 917-477-8963 end_of_the_skype_highlighting
Chris: Okay. If you want to renew your license, you will have to log on to your account page at Http://my.magicJack.com\
Steve: Aomori on that page I want to speak to
Steve: Billing department
Steve: I am already on that page
Steve: I need the billing department’s number please
Chris: Do you see Welcome, STEVE NESKIS on top?
Steve: Yes
Chris: Do you want 5 years?
Steve: You see I want the billing department please
Steve: Why will you not give me the billing department number
Steve: I will be recording this
Chris: Steve, you are just renewing your license, right? May I know why you are asking for the Billing department?
Steve: Because I have a card situation that I would like to discuss with them
Steve: I shouldn’t have to do a big dissertation just to get to the billing department
Chris: Steve, that is the only way to renew your license.
Steve: I would like the number to the billing department
Steve: I will not be new my magic Jack
Steve: if you continue this abuse and I will take it to the Better Business Bureau
Steve: and show him this conversation
Chris: I respect your decision, however I need your full cooperation in order for me to resolve your concerns, however since you don’t cooperate I am forced to end this session. Please do not hesitate to chat us back when you are ready. Have a good day!
Chat InformationChat session has been terminated by the site operator.
June 8th, 2010 at 12:33 am
I don’t know what planet you whiners are on, but my husband and I purchased two MagicJacks and wish we would have known about them earlier. OMG….. they have saved us a bundle. At first we had minor little skips in conversation, but what the heck? It is practically FREE! Besides, I got hold of customer service and they helped me fix the problem. You people who complain about the reception probably have outdated computers or computers that are not set properly. A few setting changes on my computer, and I no longer have the voice skipping and people cannot tell that I am using a Magicjack instead of a phone company.
There is all kinds of support on the Magicjack’s website. You can chat with an online agent 24/7 . Good grief, what more do you want???
We cancelled our land line phone as well as our cell phones and are saving over $150 a month. If you are going to whine and complain about MagicJack, go ahead and pay your ridiculous prices for a landline and cell phone, and hope you never need assistance, because you will be put on eternal hold with the major phone companies. I KNOW. I use to work for one!
June 10th, 2010 at 12:46 pm
Signed up in Jan ’10. No Washington state numbers. was promised free number change when WA # available. Now they refuse. Customer service, and billing department nothing but lies, false promises of follow-up.
Dan Borislow’s claim of getting a escalating path if we are not happy with a rep, A COMPLETE LIE. I have tried with online chat, and billing (because they want to charge me for number change), and no one will allow me to speak to a supervisor, or any other way of moving through the first level support or billing department
Dan Borislow, YOU ARE A LIER!!
June 11th, 2010 at 7:43 pm
I’ve never had such a time trying to get in touch with anyone… this majicjack sucks… I’ve had problems with it ever since I got it… 734-708-3801 (734-682-3299) was old #
June 26th, 2010 at 6:33 pm
I started out as a very satisfied customer… bought 3 magicjacks for the family.
Then after about 2 months, one quit working. I spent an hour on chat with two service techs. After updating drivers and such, they concluded it was defective. And for just $9.95 they would be happy to send a replacement. They stated the ‘trial period’ was also the warranty period. They would not bend on this. So i canceled the 5 year subscriptions. It is apparent the company does not stand by its products.
July 3rd, 2010 at 5:27 am
I have been troubleshooting with their chat support for 2 days. The device wouldn’t start up and would hang. I kept on getting transferred to different people. 2 of them have already concluded of a possible defective device as it doesn’t respond at all; yet we kept on troubleshooting until they were all gone. What kind of Customer Service this is? How would you even return the loyalty of your customers when we even pay for the service we should get? This is just frustrating and draining. How could DB stand these awful issues? Give our money back!
July 5th, 2010 at 1:54 pm
Professional Bloggers, yeah right!!! If you want to cut to the chase, go to the very bottom. There is no help from this company. I filed a complaint with the BBB, lets see if I can get a replacement or my money back.
Please wait for a site operator to respond.
You are now chatting with ‘Geraldine’
Your Issue ID for this chat is LTK4190118776031X
Geraldine: Hello, how may I help you?
Jim: Hi Geraldine I was on this help chat for several hours last night
Jim: my magicjack is not working
Jim: Paolo helped me and said that there would be a record of the action
Geraldine: You’re still trying to register your magicJack, right?
Jim: no I believe the magic jack is defective and does not work
Jim: after rebooting my computer at paolo’s recommendation still nothing happend
Geraldine: Kindly bear with me.
Geraldine: Is your magicJack currently plugged into your computer?
Jim: will do I know you need to get up to speed
Jim: yes
Geraldine: We have to reset your Device Manager drivers. Please perform the following steps.
Geraldine: Click START button then click RUN. Type “devmgmt.msc” and press Enter key on your keyboard. You may also click START then click CONTROL PANEL and double click DEVICE MANAGER.
Jim: just so you know I’m in afghanistan bought it a few weeks ago when on leave and plugged it in yesterday for the first time and no response
Jim: all that you are telling me I did before and nothing happend
Geraldine: One moment please…
Geraldine: I appreciate your patience.
Jim: no problem
Jim: can you mail me a replacement
Jim: I will be happy to send this one to you when I get a new one
Jim: by the way I do have the device manager open but again we did all this last night and Paolo told me I would not have to do all this again
Geraldine: Please click here and run it.
You are not currently in a chat session.
You are not currently in a chat session.
You are not currently in a chat session.
Please wait for a site operator to respond.
You are now chatting with ‘Rhett’
Your Issue ID for this chat is LTK4190118776744X
Rhett: Hello, how may I help you?
Jim: hi rhett I was just speaking with Geraldiine and got cut off
Rhett: Sorry to hear that
Rhett: May I know the exact nature of your problem with full details please?
Jim: sure stand by
Jim: Please wait for a site operator to respond. You are now chatting with ‘Geraldine’ Your Issue ID for this chat is LTK4190118776031X Geraldine: Hello, how may I help you? Jim: Hi Geraldine I was on this help chat for several hours last night Jim: my magicjack is not working Jim: Paolo helped me and said that there would be a record of the action Geraldine: You’re still trying to register your magicJack, right? Jim: no I believe the magic jack is defective and does not work Jim: after rebooting my computer at paolo’s recommendation still nothing happend Geraldine: Kindly bear with me. Geraldine: Is your magicJack currently plugged into your computer? Jim: will do I know you need to get up to speed Jim: yes Geraldine: We have to reset your Device Manager drivers. Please perform the following steps. Geraldine: Click START button then click RUN. Type “devmgmt.msc” and press Enter key on your keyboard. You may also click START then click CONTROL PANEL and double click DEVICE MANAGER. Jim: just so you know I’m in afghanistan bought it a few weeks ago when on leave and plugged it in yesterday for the first time and no response Jim: all that you are telling me I did before and nothing happend Geraldine: One moment please… Geraldine: I appreciate your patience. Jim: no problem Jim: can you mail me a replacement Jim: I will be happy to send this one to you when I get a new one Jim: by the way I do have the device manager open but again we did all this last night and Paolo told me I would not have to do all this again Geraldine: Please click here and run it. You are not currently in a chat session. You are not currently in a chat session. You are not currently in a chat session.
Jim: I just attached our converstaion
Rhett: One moment please…
Jim: standing by
Rhett: Thank you
Jim: you’re welcome
Rhett: May I have your magicJack phone number please?
Jim: I don’t have a phone number because the jack never worked when I plugged it in
Jim: I plugged it into both of my computers with no result from either
Rhett: Did you already register your magicJack?
Jim: no
Jim: I didn’t get that far
Rhett: Okay
Rhett: Are you using desktop or laptop?
Jim: nothing happened when I plugged it in so there was no way to reger or do anything
Jim: laptop
Rhett: Is your magicJack plugged in right now?
Jim: of course
Rhett: Please go to http://www.speedtest.net and let’s see how fast your internet connection is. Click on the yellow star or pyramid to check your upload and download speeds. Let me know the results.
Jim: Download .23Mb/s, Upload .07Mb/s, Ping 210 ms
Jim: Are you there
Rhett: Yes, I am
Jim: by the way I don’t understand what my internet speed has to do with downloading the software from the magicjack
Rhett: Thank you for the result
Rhett: magicjack needs 128Kbps for both upload and dowload speed to work properly. If you require other programs that use the your internet connection to run concurrently with magicJack then you may not have enough bandwidth so you need to contact your Internet Service Provider and ask for upgrade options.
Jim: again, I spent two hours plus on this last night and really don’t want to wast time on this.
Rhett: Okay
Rhett: One moment please…
Jim: That is not true there are seveal other guys who are useing the exact same thing and their jack downloaded the first time it was plugged in
Jim: I understand what you’re saying but this is not the first time I’ve been through this so I’m a little more impatient tonight
Jim: I’d like to know how I can get a replacement
Rhett: Okay
Rhett: Please wait while I check that for you
Jim: thank you
Rhett: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with ‘Diana’
Your Issue ID for this chat is LTK4190118776744X
Diana: Hi Jim
Diana: This is Diana, a Higher Level of Support. I will be assisting you. How are you today?
Jim: please read the following
Jim: Please wait for a site operator to respond. You are now chatting with ‘Rhett’ Your Issue ID for this chat is LTK4190118776744X Rhett: Hello, how may I help you? Jim: hi rhett I was just speaking with Geraldiine and got cut off Rhett: Sorry to hear that Rhett: May I know the exact nature of your problem with full details please? Jim: sure stand by Jim: Please wait for a site operator to respond. You are now chatting with ‘Geraldine’ Your Issue ID for this chat is LTK4190118776031X Geraldine: Hello, how may I help you? Jim: Hi Geraldine I was on this help chat for several hours last night Jim: my magicjack is not working Jim: Paolo helped me and said that there would be a record of the action Geraldine: You’re still trying to register your magicJack, right? Jim: no I believe the magic jack is defective and does not work Jim: after rebooting my computer at paolo’s recommendation still nothing happend Geraldine: Kindly bear with me. Geraldine: Is your magicJack currently plugged into your computer? Jim: will do I know you need to get up to speed Jim: yes Geraldine: We have to reset your Device Manager drivers. Please perform the following steps. Geraldine: Click START button then click RUN. Type “devmgmt.msc” and press Enter key on your keyboard. You may also click START then click CONTROL PANEL and double click DEVICE MANAGER. Jim: just so you know I’m in afghanistan bought it a few weeks ago when on leave and plugged it in yesterday for the first time and no response Jim: all that you are telling me I did before and nothing happend Geraldine: One moment please… Geraldine: I appreciate your patience. Jim: no problem Jim: can you mail me a replacement Jim: I will be happy to send this one to you when I get a new one Jim: by the way I do have the device manager open but again we did all this last night and Paolo told me I would not have to do all this again Geraldine: Please click here and run it. You are not currently in a chat session. You are not currently in a chat session. You are not currently in a chat session. Jim: I just attached our converstaion Rhett: One moment please… Jim: standing by Rhett: Thank you Jim: you’re welcome Rhett: May I have your magicJack phone number please? Jim: I don’t have a phone number because the jack never worked when I plugged it in Jim: I plugged it into both of my computers with no result from either Rhett: Did you already register your magicJack? Jim: no Jim: I didn’t get that far Rhett: Okay Rhett: Are you using desktop or laptop? Jim: nothing happened when I plugged it in so there was no way to reger or do anything Jim: laptop Rhett: Is your magicJack plugged in right now? Jim: of course Rhett: Please go to http://www.speedtest.net and let’s see how fast your internet connection is. Click on the yellow star or pyramid to check your upload and download speeds. Let me know the results. Jim: Download .23Mb/s, Upload .07Mb/s, Ping 210 ms Jim: Are you there Rhett: Yes, I am Jim: by the way I don’t understand what my internet speed has to do with downloading the software from the magicjack Rhett: Thank you for the result Rhett: magicjack needs 128Kbps for both upload and dowload speed to work properly. If you require other programs that use the your internet connection to run concurrently with magicJack then you may not have enough bandwidth so you need to contact your Internet Service Provider and ask for upgrade options. Jim: again, I spent two hours plus on this last night and really don’t want to wast time on this. Rhett: Okay Rhett: One moment please… Jim: That is not true there are seveal other guys who are useing the exact same thing and their jack downloaded the first time it was plugged in Jim: I understand what you’re saying but this is not the first time I’ve been through this so I’m a little more impatient tonight Jim: I’d like to know how I can get a replacement Rhett: Okay Rhett: Please wait while I check that for you Jim: thank you Rhett: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
Jim: I’m a getting very impatient with this whole process
Jim: I spent my hard earned money on this and I need your help getting a replacement
Diana: One moment please…
Jim: Since I’m in Afghanistan it will take some time to get it
Diana: let us try to test your speed again,,
Diana: please Click Here ==== then on the page that opens, click Begin Test and tell me your Ping, Downloading and Uploading speed
Jim: No I’d like to speak to a manager please
Diana: this site will be more accurate
Jim: the internet has nothing to do with the device downloading its software to the computer
Jim: the device is not identified by either of my two computers
Jim: There are several other guys here who are using the device with the same internet service and like computers with OS
Jim: my device is not functioning properly
Diana: I checked your speed above and you gave .23Mb/s, Upload .07Mb/s which means 230 kbps and 70 kbps,,, if that is the real speed it means that magicjack will not work,, since magicJack will needs 128 kbps on both uploading and downloading speed, but I would like to be sure,, so please try to do the test using the site I gave
Jim: I want to speak to a manager
Diana: In as much as I would like to transfer you to another operator I apologize, but we are not allowed to do that since you are already in the higher level of support please let me help you with your concern. If not I am forced to terminate the session with you.”
Jim: I don’t believe these test are accurate and I don’t have confidence I’m being helped properly
Chat session has been terminated by the site operator.
July 5th, 2010 at 4:39 pm
I live in Canada and have had the magicjack for nearly 1.5yrs now.. I have never had any dealings with customer service or even read any reviews of the product until just recently. A few days ago I had mentioned the MJ in passing to a neighbour and was told by her how awful the product was. She then sent me a few links (this site being one of them) to read the reviews etc. As for my experience with MJ, it has been a great product. We haven’t used a regular landline for over 1yr and we have had nearly flawless service since the begining. At time of purchase I figured for $20 a year even if service was crap, a few long distance calls would more than pay for itself.. Alot of these complaints I read about are most likely due to there owners own computers and not MJ. As far as customer service goes.. I can’t comment, as never having to deal with them.. System startup times was effected by only 3-4 seconds, and ram usage was only 5megs.. A very nice low impact product.. I can see the usb connection being a problem if it get bumped or banged around (I’ve never liked any large usb plugin that needs to connected all the time for that reason) but for a extra $5 purchase (local computer shop) I have my MJ plugged into a internal usb connection (inside computer case). That and that alone would probably prevent a large number of future issues with people.. Echoing and other sound issues is another complaint I read that is also very easily fixed within your own computer. If I have to come up with any complaits about the product, it would only have to be the ad that is attached to the softphone.. But that is hardly a issue. Even that can be removed albeit by a more advanced computer user. I have removed mine, as well as having it start up as a system service and only having the softphone load when I decide to click on its icon. For instructions on doing that feel free to email me.
In conclusion.. MJ is a decent product that provides a decent service at a incredibly cheap price.. And even if customer service is poor.. For $20 a year… Well worth it!
(winterprey0@lycos.com)
July 8th, 2010 at 8:55 am
When I first got the magicJack there was echos etc, bad quality calls, I found a usb extension helped, and a better quality cordless phone. You may have to try different things but for $39.95 Canadian and then just $19.99 per year after you just can’t beat it! I’ve had problems with Bell phone service. I’ve had problems with Cable Services. I’ve had probelms with my cell phone services… I’ve never had faster or better customer service as I have had with magicJack.
All these negative posts are just their competitors trying to knock them. Any of their bad reviews have been dealt with. Remember their company is very new. Every new company/product is going to have glitches. I have had absolutely no problems with my magicJack in the past 10 months.. that’s almost a year!! It’s my primary phone. My secondary phone is my cell phone. After being so frusturated and discusted with Bell Canada’s Phone service I ditched them and I was using my Telus cell phone as my primary phone. Which can get pricey. My friend introduced me to the magicJack and I love having a house phone again!! I bought one for my dad since he’s on a low income budget and he’s never been happier with his phone service. I will have all my family and friends using the magicJack before the year is up!! That’s my goal! Bell treats their customers like complete garbage and are very cocky. I use to walk into a Bell Center and it was packed full, now it’s like ghost town. Many people are realizing there are other options! and magicJack is the best option I’ve found so far!!
July 8th, 2010 at 10:26 pm
My Magic Jack call quality is mediocre, but that is in direct relationship to the quality of my internet connection. I use Comcrap, and where I live, it is either Comcrap or Verizon. The Magic Jack does not work with DSL, it does work with Cable.
Where my daughter lives, she has really good cable internet and it’s not through Comcrap! Her call quality with her Magic Jack is superb. But that is because she has really good internet service. No choppy calls. To determine if it was a matter of quality of my Magic Jack, I took mine up to the Washington DC area, connected it to her pc, went through the set up process, and my choppy call quality became really great quality. So the issue is directly related to the quality of the internet connection.
People need to be warned. if their ISP service is not stellar, the Magic Jack call quality will be mediocre or poor. If internet service is good, then the Magic Jack call quality will be good. Of course, Magic Jack doesn’t tell you that in their advertising. Potential customers need to be warned…Magic Jack is not a good option if you do not have really good cable internet service. If you have really good cable internet service, then Magic Jack is a great option.
July 9th, 2010 at 4:42 pm
Dan Borislow is a violent, threatening, vulgar person. Do not help him pay the mortgage on his $11 million dollar mansion on Palm Beach taht he keeps in his wife’s name for some reason.
July 10th, 2010 at 6:51 pm
hi can i talk to you direct i did pay 19.95$ by visa card to extend my magicjack no. 4029533397 but no seirvce yet can you help me pls.thank you
July 10th, 2010 at 6:53 pm
i am waiting can you tell me where i can talk to you
July 15th, 2010 at 12:43 pm
My magic worked for a couple of months and then suddenly stop responding. The blue light doesn’t come on and my computer does not recognize it. After spending hours on an internet chat with support and being transferred to at least 5 “representatives”, I’m told that they will ship another unit but I have to pay for shipping and handling.
Annoyed by this, I make it clear that I would rather them fix my ailing unit than to pay for a replacement. They inform me that I don’t have to return the defective unit, that why I have to pay for the new unit. I ask where I can complain and I’m given a website support@magicjack.com that was returned becaues it is no longer being used and sends me back to website.
I am so angry. I bought my sister a unit when I started using it and have been telling other people about it. No more!!
I’ve just read the inventor’s words regarding complaints. I am definitely not a professional blogger…I’m actually wasting very valuable time right now to launch as many complaints as I can. That’s how upsetting this all is to me.
July 15th, 2010 at 3:03 pm
Hi my name is Sandi, I just have a question. When i use my magicjack phone I can here them just fine , but the person I’m talking to says it has a whole lot of static and they cant hear me. What do I need to do to fix that problem? I’ve done bought two different phones . Please help asap
THANK YOU
Sandi
July 18th, 2010 at 11:43 am
I too, question the validity of this company. I purchased it at my local radio shack. I got it home and set it up and chose my number. Little did I realize that the closest phone number I could get was from a city that was 60 miles away from where I live. So right now my friends and family would be charged long distance for calling me even though they live in the same city that I do. I have had it for over a year now, and I still cannot get a local phone number. Plus, caller id does not work. I would highly suggest that you check to see that they offer phone numbers in your area before purchasing it. My belief is that they should not offer their product for sale in areas where you cannot get a local number.
July 18th, 2010 at 3:28 pm
I want to start a class action against this crook. You cannot find his CRM contact info anywhere. All you can do is order more product. I paid for five years of service o n7/21/08 and now I am being told that my service has “expired”. IF ANY WANTS TO FILE A CLASS ACTION AGAINST MAGIC JACK USING AN ATTORNEY WHO WILL TAKE IT ON CONTINGENCY, SO THAT IT COSTS YOU NOTHING FOR JUSTICE, PLEASE SEND ME YOUR COMPLAINTS TO WSAUN@AOL.COM
July 21st, 2010 at 8:21 am
Magicjack has a design flaw that prevents caller ID display on many phone systems. Some fixes require rigging up an adaptor incorporating a 100K ohm resistor across the red and green phone wires. There is a company that provides enhanced Magicjack phone features and their caller ID software when installed also corrects the problem. Clearly Magicjack could solve this problem with a hardware change to the device by adding the necessary 100K resistance across the phone jack on the circuit board as I saw one industrious individual do on his own Magicjack. The other option is for Magicjack to offer a software fix similar to what this third party software company is providing to correct this problem. Magicjack is clearly aware of this design flaw and as far as I know their agents will refer customers to the adaptor idea if they can’t solve the problem with changes on your computer. This is certainly a low class way for them to deal with this issue. They could do the hardware fix on all new shipments and offer a software fix for the existing Magicjacks.
July 24th, 2010 at 2:48 pm
MagicJack is an awesome product. When people complain about quality it is almost always a problem with their internet quality or speed, not the product!
July 26th, 2010 at 7:17 am
i have a magicjack and i cannot place calls to my home area code which is 570. when placing a call you get three beeps and then nothing. i have been in contact with customer service over and over and over again. the responce is always do not worry we are working on it. this has gone on for weeks, try not being able to make any calls when you need to….oh but do not worry we are working on it. when asked for a refund the responce was we do not give refunds. even though they are not providing service they still keep your money so i suggest you do not fall for their five year deal crap or you will end up like me getting robbed.
July 27th, 2010 at 3:12 am
I love my Magic Jack, though I have found one problem with it. When I need to attend a conference call, it won’t let me access it because it’s not hosted on the Magic Jack Free Conference Calling. I understand blocking customers from hosting conference calls on other free conference calling systems, but this is ridiculous and unfair. I have no controll over whether the conference calling host uses Magic Jack or not. If Dan can adjust this problem, then I will be a full 100% satisfied customer.
July 27th, 2010 at 11:05 pm
You know it’s going to be bad when as a POTENTIAL customer you contact livechat and ask a question and they ignore it with a stock response that they offer a 30 day trial. To be more specific the question was whether I could use it for making calls to countries outside the US even for an extra charge and if so what were the charges. I could have asked if I could have used it to contact space aliens on Mars, but then I could have better understood their flippant reply.
I may have bought into it for domestic calls but having followed that response and the comments I have read here, I would have to be totally stupid to contract with a company like Magic Jack
July 28th, 2010 at 2:39 pm
Although I’m happy with how MJ works their customer service is HORRIBLE. Although many may think call centers in India are OK I’ve had problems with the fact they can’t really do anything and there is a language barrier. I hate that they are given English sounding names to fool us. They aren’t fooling anyone. The first tip off is the constant apologizing. The 2nd is the fact in too many cases they have no power to do anything.
Although he thinks his splash screen gains him customers it doesn’t. I find the screen irritating as updates happen even when I’m in the middle of something. I finally stumbled across a program that gets rid of the splash screen. It’s called Magicsilence Plugin. Works great but why should you have to use such a program?
The 2nd big annoyance is the fact there is no email address. Suggestions for upgrades, complaints, etc could be done this way. I’m disabled so using the “live chat” is a problem.
You’ve got a good product but you’re losing customers because of your splash page and your incompetent livechat personnel. Take the hint and make the changes and I think you’ll find no more problems.
August 3rd, 2010 at 2:48 am
MAGIC JACK INTERNATIONAL LONG DISTACE CALLS OFFER YOU MINUTES THAT THE SYSTEM EVENTUALLY DECREASE WITHOUT USE AND NEVER HAS EXACT AMOUNT OF THEM. IT’S FOOLING PEOPLE !
August 3rd, 2010 at 2:50 am
IT’S HARD FOR GET OR CALL CUSTOMER SERVICE OF MAGIC JACK
August 3rd, 2010 at 7:02 pm
mj magicJack is great, can’t imagine who is writing negative comments!
August 7th, 2010 at 10:59 am
Magicjack has a very bad customer service. They made me wait for a techincal issue for 2 weeks and on following up I was told that the issue was never escalated to their engineering team. Even then, they couldn’t provide m ETA or any sense of confidence that the problem will be resolved. I will most likely cancel my subscription. It seems they are interested in making only a short term profit.
August 9th, 2010 at 2:23 pm
First, I am NOT a Magic Jack customer. I have been researching this for some time with friends and on numerous online systems (blogs, forums, etc). I feel compelled to inform all those reading these posts to remember that some of these posts are outright fraud on the part of the poster. As for the BBB, just lookup any MAJOR company (Microsoft, AT&T, FORD, etc) and see what their rating is. As for whether or not Magic Jack is the best, it is my opinion that with all things considered (price, availability, quality, etc) the answer is YES! Now, using VERIFIABLE facts prove me wrong.
August 10th, 2010 at 9:01 am
i cacled my order 3 weeks ago two days after finding out that majic jack took 198.78 off my criet card not the price i agred too i am still waiting for the device to come after many attemtes too try to settel this with on line chat people each had diffrent storys to tell me there fast to take your money slow to send the device even after paying for fast shiping this ruined my fathers birthday as it was for him 100%risk free will not be charged till after 30 day free trial and did not work for me any way dought it will work for you eather if anything changes i will be the first to admit it
August 10th, 2010 at 9:09 pm
I started my service on a device purchased at Radio Shack in January. Everything worked fine till a month ago when every call I make to the home area code (803) but more specifically, Farmer’s Telephone Co-Op, gives me a 3 beep busy signal then silence. I can receive calls just fine from the very numbers I cannot call and can call many other numbers with no issues whatsoever. So….. The numbers I NEED to call on a regular basis will not connect. 50% service in my book. What can we do to FORCE this company to either fix it or refund purchase price IN FULL? They tell me it’s a “known problem” and “they are working on it”… BS. Too many posts going way back to 2008 from what I’ve read that say the exact same thing. Who has some answers as to what we can do?
August 12th, 2010 at 4:48 pm
If you are Canadian, do not buy on-line, go to a Walmart and buy it.
Their shippers do not put ‘Electronics’ on the customs chit, so you have to pay customs of $10.50.
If you are in Canada, you have to pay $10 for a number, $4.95 to pick it out of a list, which I did.
But the area codes are not always clear. I asked for a 905 area code, and got a number in Hamilton, not Brampton. The next day I found out this was a Hamilton number, and was not feeling happy about the $25 extra to the purchase.
When I asked them to change it to a local number, they wanted another $15. They did not offer to change their policy about the Customs, they can’t tell you when they will make new local exchanges available (and Mississauga is not even listed on the site page they sent me), so I did not find their customer service helpful at all.
Am I happy, Dan? No.
Great idea, lousy customer service or interest in the customer.
August 16th, 2010 at 1:17 pm
I own about 8 magic jack’s in total. I think the idea is great, and obviously think that the product is great. I do, however find it ironic that a telecom company doesn’t have any phone support.
I found Dan’s responses to be a little unprofessional, as he is very defensive. What business man in their right mind says “This is rediculous” to any sort of comment. Dan, brush up on making the customers feel more important, as those answers made me question if I want to be supporting a company that seems like it doesn’t care about it’s customers. I kind of wish that NetTalk had services in Canada, as I would switch over to them.
Product works great, but when there are problems, it seems that the ‘live support’ has very VERY canned responses (to the point that I question if it is a bot/script or if it is a live agent). The support isn’t very useful, but I don’t have that many problems at all with the device.
Support 2/10
Product 10/10
August 23rd, 2010 at 2:51 am
I am going on my third day with the Magic Jack here in Brampton, Ontario, Canada. I bought the unit at Best Buy for 57.00 taxes included. So far I had experienced only one problem but not a biggie, the CID does not work on my cordless phone other than that the sound quality is excellent and the device can run on Acer’s first generation of the Netbook that has only an 8GB SSD and a 512Mb RAM + 512 Virtual RAM with Win XP installed. I use that little netbook now just only for the Magic Jack.
I am amazed with Magic Jack and I use it as my primary phone. I don’t care for 911, never did, If your having a heart attack just put your local fire department on speed dial and yell “FIRE” sure enough medical will arrive with them.
August 25th, 2010 at 3:09 pm
I have never been treated with such disregard. I have been thru several supposed customer care attendants and am no closer to a solution than before I got online with them. Next time you’re in Palm Beach Florida, stop by with a picket sign. This company is ripping people off!
August 26th, 2010 at 11:44 am
I have had the most awful time with my magic jack. Calls always break up no one can hear me it breaks up. I tried to get help with customer service and the first couple try’s i sat for over an hour and still no one came to help me. Then i waited a couple days and tried again I got someone this time after about 45 minutes of waiting. To no avail nothing was fixed. I was passed over to two other agents. Still nothing!
I was looking for a phone number to call a higher up. Nothing. All numbers found were bogous. Dummy numbers. So i called the FCC. Filed a complaint against Magic Jack. Also called the BBB and made a formal complaint. Troubles with the magic jask was nothing new. They have had alot of calls filter in about them.
Someone finally got intouch with me claiming they have been trying to contact me several times ( telling this to the fcc) and determined that my conplaint must have been fixed. I called him and spoke to a person with an extream attitude. I was recording the call. Ended up giving me a new MJack. Recieved it in the mail within a few days. it started up just fine. Until i had to use it. Same crap new day. no one can hear me. It breaks up so bad. All i have use of is the voice mail.I am ready to get a class action lawsuit gooing. It matters not the cost, its the promise they give on what it is supposed to do that they fail on. They give you a guarentee and they fail that. I could care less if it was free, if you claim it to do all these things then it sould do them.
This so called interview wth the founder and ceo od magic jack, of course he is going to say these alligations are incorrect. He has to save his own behind. I dont even believe half of these stories posted about the magic jack working good. I think its him and his own employees writing them.
Anyone looking to start up a class action lawsuit, let me know. I ready. Thats is magic jack keeps this posting up. I will be making a copy of this just in case.
August 26th, 2010 at 12:59 pm
I have had a problem with my magicjack Aug. 24, 2010. I have spent almost two hours with their operators who have been guessing/troubleshooting it to make it work to no avail. I have never had so much problem with a landline. Most of their operators are just guessing.
August 28th, 2010 at 1:59 am
IF you plan on owning this mega savings device one should know that it is important to do the following every once in a while:
1) occasionally reboot your computer
check your upload and down load speed with http://www.speedtest.net, the faster your speed the better the MJ connection
2) use the adapter cord as the MJ unit is subject to break easily if you use a lap top and mover it around
3) occasionally reboot your modem
4) occasionally reboot your wireless router
5) try not to have programs running in the background of your computer when using MJ
6) stay off the Internet….surfing eats up badwidth that MJ needs to function properly
7) keep your mic and speakers at 1/3 to avoid echoes
9) if you use a cordless phone know in advance, some models work better than others with MJ
10) much of what I read above is do to operator error. I am no techie but I figured it out MJ issues after reading about solutions on the MJ site or techie boards on the net.
MJ is not perfect but neither are operating systems, computers and computer software but that does not stop you from using yours. I do get what I pay for with MJ and then some even though sometimes I get frustrated if I can’t solve an issue on my own. But it is one hell of a savings being that I am a single disabled unemployed mother. I rather pay less than 30.00 a year and have to deal with tech support 2-3 times in a 2 year period than pay 360.00 a year or more and not have to IM with tech support. BTW…I was a Vonage user…lets talk about fraudulent billing…VONAGE is the KING of fraudulent BILLING.
BILLING never any problems and if you take the time to read what is on their site…most information is there, if not use the IM chat feature.
As for TECH SUPPORT All techs, not just MJ techs go though protocol and the process of elimination …get used to it…this is the 21st century and a world of new technology. For those who praise Ma Bell….go ahead and get nickeled and dimed to death for services that are much cheaper with MJ.
August 28th, 2010 at 5:40 pm
MagicJacks customer service is not even 1 out of 100. I have contacted their help chats at least 15 times and not one of them was able to help me. They all do the same stuff much to your annoyance as if you are talking to a computer. No lateral thinking. I bought 2 and loaded time for international calls. Now I cannot use it. Waste of my money. Cheaters and liars !
My mistake : I bought hem directly from MagicJack. If I had done thru Wamart I would have got my money back.
People, Dont buy Magic Jack! You will be robbed too (Premdbn@yahoo.com)
August 29th, 2010 at 7:29 pm
My brother…in a bit of a cash crisis bought magicjack. 3/4′s of the time calling me after 3 or 4 words I hear every other word or syllable…..I’ve searched the web and see many such complaints.
If it walks, talks, and looks like a duck…..then…….
All this BS ….. we all wish we can have someth9ing for nothing and some people just never stop trying….
Majicjack is a lousy product…at least for now and probably for some time into the future.
August 30th, 2010 at 4:08 am
After reading this interview I nearly vomited. In my eight months with magic jack. I will state that Dan has here repeatedly told outrageous falsehoods, as shamelessly as any good con-artist. Customer service is automated in large part, and the responses tread that fine line between naive dumb innocence, and mocking arrogance that is the absolute hallmark of the con artist.
I have not the slightest doubt that this individual will steal anything off any computer his device is attached to for years. Customer service is a parody. Does the company stand behind the product? No. they lead you through endless manipulations that may well compromise your OS, knowing it wont do any good, is my hunch.
If I ever get to meet this crook I hope to knock out his teeth and castrate him
September 3rd, 2010 at 1:42 pm
Sorry. Loved it at first. But now issues with more and more phone numbers which will no longer go through, including my Father, my brother’s work number, my Dad’s doctor. According to Customer Service IT IS A KNOWN PROBLEM, but with no known solution, nor outlooked ‘fix’ date. No discount, refund, or extension of contract equal to the months of shortfall would be discussed.
The measure of a good company is not how it behaves when everything is perfect, but rather how it behaves when there are problems. It has been more than four months and three ‘chats’. Unfortunately it is NOT a good company, not even an okay-one. Magic Jack went from being very-well (and often) recommended by me, to the reverse.
I hope (but doubt) that Dan will get his head out of the sand.
IN THE MEANTIME, FILE COMPLAINTS WITH YOUR STATE’S ATTORNEY GENERAL’S OFFICE, AND WITH THE BBB, AND DON’T FORGET TWITTER AND LINKEDIN, ETC. DON’T SWEAR, RANT OR RAVE. JUST BE CLEAR THAT THO’ A GREAT IDEA AND COULD BE A GREAT PRODUCT….. IT IS NOT.
Lastly, I too had a ‘termineated by site agent’ chat.
September 3rd, 2010 at 1:45 pm
I would be pleased to consider a class action suit. There is very little money involved on an individual basis, but it is the only way to drive a point.
And again…. file complaints with state, BBB, FCC (I didn’t think of that one) and be vocal.
September 3rd, 2010 at 7:41 pm
Magicjack did some type of upgrade two nights ago. Causing an error to my brand new Windows 7 Dell computer. The upgrade cause and error message that closed all my USB ports. I thught it was the computer spent 1/1 day on line with Dell. Finally they sen out a tecdk support person they changed out all the USB ports only to find the Magic Jack was the problem. Now I have done every thing I know to do to contact magicjack. They do not have a phone number or even a email address so you can ask questions and get the problem resolved. Very sorry excuse for a company. They only want to sell you this wether it works are not. It was great till they deceide to upgrade only screwing every one… Can’t wait till they try to renew. Very sorry customer service..Do not recomend this product. ….
September 7th, 2010 at 1:09 pm
I’ve used it for about 18 months, and it saves me over $600 last year….magicjack is great….Because of this i invested in the company that owns it……….check out their stock (CALL) trading at high volume on the nasdaq and making me some big profits
September 9th, 2010 at 12:24 pm
It is truly sad to say but your service sucks you provided a nice service whe it comes to your invention. However when it comes to your tech service it sucks. Why dont you get qualifide people on board to work with you concerning your business. I have been unemployed for the pass three years I went back to school at age 58 I graduated this pass April and I put my application out there on line and handed out alot of hard copies. Your people have cost me a fifty thousand dollar a year job, and a phone. I will never use your service again and I will tell everyone I know how awefull your tech support truly is. When it comes to dealing with the problems that comes with the magicjack. I only wish I could do more to show you how very unsatisfide I am with the manner in which I have been treated. For three days I tried to get your tech support people to fix the problem and for three days im told it was fixed until today when I get a call for a job and once again your magicJack failed me right in the middle of the our conversation. The person trying to give me a job could no longer hear me on the phone. The sad part was I was unable to call them back because of your stupid magicjack and the fact that I had no return phone number. I am told by your people that I had a fire wall up. How can that be when I have maintain your service for the pass year and never had a fire wall up before nor have I put up duriing the timeI have had magicJack. It only cost me a fifty k job a year, and once again I am without a job and a phone. I think your concept is great I just think you need more reliable people helping you. Now with all the application I have out there and on line no one can contact me. And I can only wonder how many more jobs I will lose because your people are so incompetent. How would you feel if this happen to you. I worked hard in school and at my age that is not eas, for three days I have been trying to get them solve the problem with the magicjack . Even I have uninstalled it from my computer hoping that would solve the problem. But when I install it again I was amaze to see when I tried to contact your support team they place a message up stating that I have a fire wall up and I will have to solve the problem because your support team was very busy helpiing others. Thanks Dan ! Your tech service is kind of like your magicJack it sucks.
Thank you for your invention but as far as your tech service goes no thanks they suck.
Gloria Russell
September 9th, 2010 at 2:03 pm
I’ve had MagicJack for a miserable year. Any criticism you read is true. Anything the creator Borislow says is a lie because he is out on his yacht enjoying the sun and sea. Just look at his smirking, tan face. The product was created and launched with defective software, and he obviously didn’t care and still doesn’t. He’s one of those dregs of society who justify and rationalize their deeds by focusing on the lifestyle they enjoy as a result. He just wanted to recoup his development costs and fix it later with upgrades. And the upgrades are forced upon users and completely screws up Windows and MagicJack system itself. And their chat line customer service is stupid-to-the-bone and fail to fix problems. Now it know it sounds as if I’m making broad brush criticism, but if I were to go into detail, I could write a term paper. I wish for one thing…to read about Borislow’s death. If there is another terrorist attack somewhere, I hope he’s one of the victims. And I hope the obit shows were he is buried so I can urinate and possibly defecate on his grave.
September 12th, 2010 at 3:38 pm
I’ve also spent many hours trying to get my MagicJack to work I enclose my last chat transcript showing how long between questions it takes for them to answer.
It’s amazing that they can get away with this and now they are a public company and we can expect that they will be soon out of business now that Dan Boraslow has got his money
If it wasn’t so frustrating and time consuming this would be a joke. What’s wrong with our govt. that allows such an company to prosper?
.Please wait for a site operator to respond.
You are now chatting with ‘Carol’
Your Issue ID for this chat is LTK43601756783X
Carol: Hello, how may I help you?
charles azar: I was 1 hour 10 min into a chat with one Loren of your 10% higher tech people when my chat was terminated I had just opened MJ and I still am not able to use the phone only the keypad on my MY screen can you get me back to Loren
charles azar: will you answer me
charles azar: hello are you there
Carol: Please wait while I check that for you
Carol: Thank you for waiting
charles azar: 10 min into chat
Carol: Do you have a blue light now?
charles azar: yes and MJ works with MJ keypad but not with my plugin phone. What about finding Loren?
Carol: Loren is not available this time, would you like me to assists you?
charles azar: I want to be transfered tro your level 2 0r 3 techs I am preparing a story on MJ and I spent over an hour already and now 13 min with you
Carol: Okay
Carol: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with ‘Evert’
Your Issue ID for this chat is LTK43601756783X
Evert: Hi Charles , this is Evert. Please hold while I read your previous chat/s.
charles azar: Evert, please see if you can find the 1 hr. 10 min chat I had with Loren before getting terminatid
Evert: Will do Charles.
charles azar: thanks
charles azar: 20 min into this call are you still there
Evert: Yes, I am still here.
Evert: Thank you for waiting.
Evert: Just to clarify, may I know if when did this problem start?
charles azar: Just about a week ago.
Evert: Ok. Just to clarify, the Blue light inside the magicJack is not ON?
charles azar: the blue light is on did you read the chat with carol abou 10 min into her chat whefre I answered Yes blue light is on?t
charles azar: 30 min into chat 5 min since I answered your last question why does it take so long to reply
Evert: Sorry, I was reading your previous chats.
Evert: Please unplug the magicJack then click the link below and Run it :
Evert: http://go.microsoft.com/?linkid=9645377
charles azar: were you able to read lauren’s chat and if you read the last 5 question chat with carol you would have known that that the blue light was on will you stand by while I run?
charles azar: I dowenloaded
charles azar: I cannot run this as it says it will disable my itunes as well as other files
Evert: Yes, I will.
charles azar: arwe you there now 37 min into this chat
Evert: Yes.
charles azar: I am not having any problems with my microsoft files only MJ
charles azar: are you there and if so why don’t you answer me.
charles azar: 40 min into chat
charles azar: 45 min into chat still no answer are you there?
Evert: Did you run the MSfix it?
charles azar: Are you reading my answers
Evert: Please disregard to the last message.
charles azar: 50 min into chat
Evert: Yes, you don’t have any problem with your Microsoft files. However, that will help to fix the problem.
charles azar: I will not run a program that will upset my large iTunes files and other files
Evert: Ok. I understand you.
Evert: Would you like us to log onto your computer remotely and resolve this issue for you? If yes, I will transfer you to a higher level of support that will take care of this for you.
charles azar: yes
Evert: Ok. Please hold while I check if there’s a Livelook operator available.
charles azar: 55 min into chat
Evert: I will transfer you now.
Please wait while I transfer the chat to the best suited site operator.
80 min into chat and still no answer and I’m not able to send message as there is no agent signed in. This after a 1 hour 10 min chat with Loren that was terminated by ???
100 min into chat and still no answer and I’m not able to send message as there is no agent signed in.
2 hr 15 min into chat and still no answer and I’m not able to send message as there is no agent signed in. I will close chat now
September 15th, 2010 at 2:12 am
Magic Jack ads have claimed that one can “talk for free anywhere in the USA” with “free local and long distance” by using the Magic Jack. Yet as I write this, I cannot place a call using my Magic Jack number in the 206 area code (Seattle) to the 251 area code in Alabama. Both places are within the borders of the USA, and this is a long distance call for me: Should be free, but the phone call is impossible from my phone.
Apparently, MagicJack is not cleared by every carrier in the country. So here they are, on the stock market, and they haven’t even made sure their product will work amongst the different service providers around the country. Here is what I was emailed about the problem:
Dear magicJack Customer:
We are working on interconnecting with the telecommunications carrier for the telephone numbers you have been unable to reach. The current rates charged by carriers are cost prohibitive. There is a legal requirement for all companies to interconnect if one carrier requests to do so from the other carrier. We hope we will be successful in doing so.
In the meantime we would be happy to offer you a refund of your unused magicJack and related services per pro rata method, i.e., if used six months, the refund would be approximately $20.00.
Please return your magicJack to the following address and enclose a refund request that includes your name, magicJack phone number and full mailing address.
magicJack, LP
Attention: Consumer Issues Department
P. O. Box 16176
West Palm Beach, FL 33416
We will credit the form of payment you used to purchase your magicJack or mail you a check.
Should you choose to return your magicJack for a refund, future registrations may be prevented.
Sincerely,
magicJack Customer Care
How do they get away with this? Beware of their claims!! I am so disgusted and disappointed right now the more I think of this. Please excuse me; I’m done with this for now. I will finish this blog reply later. I’m sick to my stomach.
September 15th, 2010 at 7:29 pm
As of Sept 2010 Magic Jack has blocked users from calling into/ setting up conference calls with service providers other than magic jack. Magic Jack ads have claimed that one can “talk for free anywhere in the USA” with “free local and long distance” by using the Magic Jack. Yet as I write this, I cannot call into any conference calls.
This is so frustrating. And magic jack has all their basis covered. section 13 of the terms of service states they can change anything and you won’t get a refund. (consumer agrees to this by signing up for service, nice loophole)
September 17th, 2010 at 1:54 pm
I too have had nothing but trouble with the Magic Jack and I haven’t even gotten it set up yet! Before I went to buy the product, I got on Magic Jacks website to make sure that there were phone numbers available in my area. YES, the list said there was. So I go to the store and buy the dumb thing and come home to hook it up and lo and behold, my area code is not available! Must be a mistake right? No, even though they INSISTED that their website was not out of date, my area code along with two others in my state that WERE on the available list, had mysteriously dissapeared. My area code covers HALF of my state! It is kinda dodgy to sell a product that half of a state can’t use! I also go onto the “wonderfully helpful” live chat. Ha, I got the same double talk and non answering of direct questions as some of these other people have. They refuse to even give a broad estimation of when I MIGHT get a number. 1 day? 1 week? 1 month? 1 year? It could be 10 years, and they wouldn’t tell you! Now I sit here with no home phone and I have spent $40 I can’t afford to buy something that I can’t use. I do believe for those that are able to use the product with no problem find Magic Jack great, if you EVER do have a problem, buddy, you are SCREWED!!!
September 25th, 2010 at 2:40 pm
Amazingly, many “experts” rate the MagicJack device positively. They play with it for a bit, and then decide it’s a great product.
Unfortunately for those of us in the real world, these “experts” aren’t always wise enough to offer the consumer valuable advice. Magicjack is a perfect example of this.
HERE’S THE ROOT OF MAGICJACK’S TECHNICAL PROBLEMS:
A consumer’s MagicJack device will route its signals through the nearest MagicJack server. These servers experience different levels of activity at different times.
Many of these servers are not capable of handling heavy traffic. Obviously the MagicJack organization did not anticipate the amount of traffic these servers would have to handle, and for many markets (like Las Vegas), during peak call times — like the weekend, holidays, etc — calls are dropped, become choppy and lose sound quality. These decreases in quality and terminations of calls are the servers’ way of handling the unexpectedly high traffic.
Remember what happened to AOL in the 90s? They became so popular their dial-up locations couldn’t handle the traffic. Many would set up their modems to attempt the maximum 25 call-ins, still not get through, and start the whole dial-up attempt all over again. Eventually, customers got fed up with not being able to even connect to the internet during peak times, and went elsewhere.
MAGICJACK, listen up: you’re headed the same way AOL went. UPGRADE YOUR SERVERS.
..!..
September 27th, 2010 at 7:42 pm
Wal-mart give you a 90-day money back guarantee on the MagicJack. Best bet to buy it there as opposed to ordering from them direct (if you have a Wal-mart accessible to you).
October 8th, 2010 at 5:32 pm
Magic Jack sounds like a good deal.
But, when people tell you they tried to call and got a message “the number you have diled is a none working number”.
Then, when you call your own MagicJack number from your cellular phone and have your MagicJack phone in the other hand and confirm what people have said, it makes you want to sue someone after paying for five years service. Only, MagicJack never gives a valid phone number to make complaints.
So, from my military training, I should have learned the lesson, “That’s like pissing up a rope and thinking you won’t get wet!
October 8th, 2010 at 7:06 pm
I am somewhat sorry I stated the facts in the way I did but, For too long, people have tried to be politically correct in stating the facts.
Sorry, but I can’t recend my comment, and my next moves are the FCC and my local TV investigative reporter. Have a nice day.
October 9th, 2010 at 11:18 pm
I been using Magic Jack since 2008, but now since they try to release the new Magic Talk my Magic Jack stop responding, been going to their customer service chat and they always tell me to remove magic jack off my computer and re-install magic jack, i have to do this everytime that i need to make a phone call, the other problem is that my call only last 1 minute, puts magicjack on hold and turns off by itself.
Then it loads by itself the new “MagicTalk” asking me for a “CODE” that i don’t have
To be hosnest, Magic Jack worked well until the screw up to “Magic Talk” in beginning of 2010?
I paid for five more years service.
October 11th, 2010 at 6:12 pm
BEWARE BEWARE especially u.s. soldiers.Magicjack will terminate you for calling home to often.I just got terminated for calling more than the average user,of course I have a mom and dad 5 brothers 3 sisters a wife and 6 kids to let know I am doing fine over seas.Guess my family is to large to be a magicjack user.THANKS magicjack…
October 15th, 2010 at 12:06 pm
Ok so I bought a USA magic Jack. It has worked fine ever since. Owned it for almost 2 years now. BUT When I bought the Canadian number Magic jack I was charged $109.00 and never received it. I still use the USA number, but WHAT ABOUT THE BBB CANADA AND THE REFUND COMPLAINTS TO MAGICJACK.CA? I filed two complaints and don’t understand why it does not work? Has Canadians found help with their refunds?
October 16th, 2010 at 6:47 pm
I bought two weeks ago a magic jack with my credit card. They charged me 49.82 dollars and dont send me till now my majick jack. It is supposed they shouldnt charge me for that. I already complain but up to now, there is no any reimburse!
October 22nd, 2010 at 4:59 pm
has any one had a trouble with MJ and Cordless phones the thing wont hang up unless I end it on the key pad instead of the hand set. ken1701e@att.net
October 26th, 2010 at 12:29 pm
Have had trouble with mj since day one. The chat line for service is a total joke. One of the problems I have is I can’t be called. Chat line trys a fix then says to try it. I reply to them to try to call me to see if it is now working. They reply that they are ‘chat’ only and cannot call me to test. What a total joke. I’m going back to my cable company for service that works fine. Would not recommend magic jack to anyone
October 26th, 2010 at 12:44 pm
Might as well add to my list of complaints. I also have trouble making calls to certain prefixes in my area code. Some of my local prefixes can be called and some cannot. Again, customer service is a total joke. I have spent hours on-line with them and the majority of their agents haven’t got a clue about even basic telephony. After an hour or 2 I am transferred to ‘one of our top 10% customer agents’ and they don’t have a clue either. If my chat get’s dropped when I get them back I have to start all over. They can’t even get me back on-line with the person I was working with before. Need I say more about their total lack of customer service trouble-shooting abilities?
Another thing is when I bought the first mj last year I had to get an out of town prefix but mj said I would be able to get a local prefix ‘soon’. That was almost 18 months ago and still no number portability or local prefix for my area.
One other thing I was told was if I wan’t to change my number that the first number change would be free and subsequent changes would cost $10. Now they went back on that and are charging $10 for any number change.
Seems to me that Dan Borislow just want’s to sell as many millions of his little devices as he can and get out of Dodge
October 26th, 2010 at 9:04 pm
For three day now I phne my clients and they answer but they cannot hear and hang up. READY TO CALL does not light up. I have dialed help line and did not receive any assistance to cure the problem. Also why should you charge for something I have already pair for?
October 26th, 2010 at 10:44 pm
My MagicJack service has been pulled because I excided the minutes allowed. The problem is I had no idea of a limit. There’s no mention of a limit on number of minutes used during a month.
I got a message that my annual fee was due. Even though I thought it was due in January, I complied and signed up for another year. The next day I was informed that I no longer had access to my MagicJack for the above reason. I was informed that I had abused the Terms of Service even though I had no idea of the limitations.
I believe this is a scam and it needs to be reported. I’m writing to FOX today. We need to put them out of business NOW. Understand that MagicJack has an “F” rating with the BBB. We need to inform all retailers who are selling this product. Let’s all flood the retailers with emails. They need to know.
November 3rd, 2010 at 4:50 pm
I purchased Magic Jack and I have to say that the service itself is CRAPPY! We had troubles ALL THE TIME both making and receiving calls. Having previously used VOiP service at the same location the one techs contention that it was a weak computer service fails to ring true.
The customer service is horrible, the ‘techs’ appear to be reading from scripts with no real knowledge of the system or it’s problems much less any true resolution. This is more true of the phone techs than the online support but both seem to be unqualified resolution personnel.
I tried every resolution they offered, including a downloaded upgrade that, although I cannot prove it definitively, appears to have damaged my computer’s OS and I lost data on not one but two computers.
The general consensus is ‘oh well we can’t help sorry and no it is past the 30 days so no refund’. I guess the saying that you get what you pay for truly does apply for while you can get some phone service, it is certainly not good service nor good customer care!
VOiP carriers may charge more, but they are worth it!
Vonage has a new customer, thanks to Magic Junk!
November 3rd, 2010 at 5:21 pm
To update my statement after reading many of these other statements:
1. My cable in ALL FOUR PLACES I lived and had service with it was superb for everything EXCEPT magicjunk. I even had the highest speed available
2. In two of the places i had BRAND NEW COMPUTERS!
3. I am not in any way connected to, associated with, affiliated with, employed by or even know someone that is associated/employed by ANY phone company.
4. Just because you are one of the few people that have not yet had a problem, do not assume the vast majority that are on here do not have legitimate, honest, complaints! I had bad issues from day one and nothing I ever did made it better, despite the inordinate amount of time spent in chat with the techs.
5. Someone claimed that all the negative statements are fakes, stated by competitors not real customers, (which is completely incorrect, i am a real person unassociated as stated above) how are we to know all the positive ones aren’t?
so yeah, nice try, had a good concept but what could make a good product great is missing and that is customer service and follow through!
November 6th, 2010 at 2:47 pm
A friend recommended MJ to me 9 months ago. He had one for 3 1/2 years. I bought one, cancelled my regular phone, use MJ at home, in florida and myrtle beach, where I am right now. 99% of the time, no problem. I am saving about $500 a year, so in 10 years I will have saved $5,000. So if 1% of the time i have a bad connection and have to re call someone, that’s a small price to pay for the savings and like I said,,,,,99% of the time it’s perfect, sound quality is like any regular land line phone. Two problems to watch out for,,,,#1 make sure you have a good high speed internet connection #2 make sure you have good phone with at least 6 ghz
regarding customer service,,,,9 months ago when I first got it,there might have been the odd little glitch to iron out, but when I got online with magic jack the customer service person fixed it promptly and politely. I think once i had to upload or reboot something,,,,,I think the other issue was about my firewall. I am not tech savy and anything has to be real user friendly for me…………..and this works. Thanks MJ
November 7th, 2010 at 9:12 pm
Customer Support At MagicJack is thoroughly abominable. I welcome contact from anyone at that company. That would be a first, and I’ve sent messages directly to their customer service manager – all without reply. The product is inconsistent, and their support is unbelievably worse.
November 10th, 2010 at 5:46 am
For those who wish to pursue the company, this might help. Personally, I’ve got one, it works fine, but some of these posts are true horror stories. Good luck!
The following information was obtained through searching for YMAX Corp (creators of Magic Jack) on the BBB website. Incidently, they’re shown to have an A rating.
Business Contact and Profile
Name: Ymax Communications Corporation
Phone: (561) 586-3380
Fax: (561) 722-0433
Address: 5700 Georgia Ave West Palm Beach, FL 33405
Happy Hunting!
November 11th, 2010 at 11:29 pm
it’s so unbelieveable that customer online chat support is nowhere to be found on their site !
i’d so much problems since installing M J. i certainly regrated paying for the 5-yr plan. as i’m struck with this so called “product of the year ” piece of no good junk now !! i couldn’t believe the people who gave M J that award ! is it for real ?!
November 14th, 2010 at 3:15 pm
I have had my Magic Jack for about 2 years. I was not able to get good call qual;ity from my Sprint wireless card connection but used it at work on a T1 connection with great quality. I now have DSl and it works quite good most of the time. Good grief is it cheap though. I have only my cell phone and use MJ mostly in Day time to avoid using up my day time minutes during the week. I have some problem with cordless phones but with a cheap ($10) corded phone it works well. I don’t know why people complain about this. Why would any one pay for 5 years with out trying it out for the $40 first year to see how it works for you. I recommend it to any one who wants to call people in other countries and they have HIGH SPEED INTERNET, wont be happy with slow connections, but send one to family members overseas and you are good to talk as much as you like.
I also take mine when I travel overseas, along with a small phone, just so that I can call people in the US while in another country. I also use this to avoid giving out my cell number on the internet where I don’t want calls and a phone # is required. I am very happy with the MJ and I had a slow connection for a year and it was still worth the $20. That is half of one months cell phone bill. Give me a freaking break you cheap people.
November 14th, 2010 at 11:09 pm
Why can’t you provide customer service??? When I type in a question I never get a reply that will make my magic jack work, further, I still can’t retrieve my messages, because I don’t have the correct pass word…well I was given 2 different passwords from your company AND I still can’t get my messages…I am really disappointed…I feel I’ve been scammed.
November 15th, 2010 at 2:08 am
I had my magic jack for 2 weeks i got at Best Buy for first 2 weeks worked fine but after just broke lite did not come ,i did replace with the new one and that where my nightmare started ,try to resolve on line then they told me that i can use my old number so i purchase new number still did not work then i got another acct still does not work,on the top i can switch from microphone to tell ,i got 2 active tell numbers and can use my tell ,last person i spoke on line hang up on me ,very bed experience they can keep there junk I’m taking back to store the one i have active acct and 20+10=30$ is for my naive trust in company .The customer service is horrible !!!
November 16th, 2010 at 1:13 pm
My magicjack used to be great until some french speaking spider monkeys from California started hacking my desktop got my number and began stealing my magicjack service. Someone at magictalk issued a code for them to steal my service.Magicjack and magictalk are both fully aware I have complained enough. I guess I need to publish my number for talking monkeys huh? If they use a headset they can steal your service. Iwas just cut off from using the magicjack my son and I paid to use. Guess I should make sure an eighteen wheeler destroyes it and no one can steal it right?
November 19th, 2010 at 11:37 am
I’ve had my magicjack for a couple months. It’s ok if you are sitting at your computer and can answer the phone but if you play games etc you lose your connection and have to restart it to have a connection go thru. Sometimes the caller ID can only be answered while sitting at your computer. Or again you have to restart the program. Aside from these problems it could be an excellent product. The program needs to restart itself if the connection is broken and maintain the connection to your phone for it to be a reliable connection. I have not done away with my home phone for these reasons. They should reinvest some of that money they are making and make there product more reliable. I don’t believe there product support can solve these issues without a redesign of there current hardware/software.
November 20th, 2010 at 9:36 pm
I love it!! Best money ever spent. I live in Mexico and friends and family back in the US can call me without a hitch. Every now and then there is an echo but HEY for $19.95 a year what do you EXPECT!!????
Everyone down here is using it without a hitch!
November 24th, 2010 at 6:43 pm
I had this MagicJack for almost three years now and I have a HIGH Speed Internet Connection (9Mbps). Never had any problem except that when MagicJack is connected, I cannot run my cd burning program (Nero), because of the fact that MagicJack installs virtual cd drive on your machine, which is visible under My Computer on a Windows XP machine. I know its a bit of a pain to take MagicJack out and then burn cds, but considering the price of MagicJack, its nothing. My phone company was charging me around $40.00 a month. MagicJack costs me just $20 a year. I will NEVER go back to local phone companies again, they just rip you off.
A happy satisfied MagicJack user.
November 25th, 2010 at 1:54 pm
MagicJack is fraudulent in their advertising and business practices. Indeed, not only was the product not sent/received, but monies were immediately charged to my credit card, ignoring the 30-day free trial period.
To phone MagicJack’s ‘billing line only’ is a joke – MagicJack agents pretend not to ‘hear’ you and hang up, that’s after you’ve been on hold for half an hour. My order was placed at the beginning of Sept./10. It is Nov. 25th, 2010, and I’m still dealing with unauthorized charges placed on my credit card.
I resorted to MagicJack’s ‘live chat’ option, and spoke with Prince who is herolded to be MagicJack’s agent voted top 10% by consumers’ – let’s see if Prince is a prince and rectifies funds stolen from my Visa account.
If someone is starting a Class-Action suit, count me in!
November 28th, 2010 at 5:23 pm
MagicJack = false advertising. Advertises “free long distance” to the U.S. and Canada. Many many areas in the U.S. has been blocked by magicjack because of high termination fees. Magicjack decides who you can call and who you cannot. They do not even give you the option to “pay extra” for these calls. They just block them then the help desk pretends they don’t know what is going on. FCC complaint has been made.
December 4th, 2010 at 8:42 pm
I PAID FOR A NEW MAGIC JACK AND HAD RETURNED THE OLD ONE I HAD DUE TO THE FACT IT DIDN’T WORK GOT 14.00 FOR MY TRUBLE PAYED MORE THEN THAT NOW THE ONE I BOUGHT I PLUGED IT IN AND DOWNLOADED IT AND GUESS WHAT IT DON’T WORK CAN’T CALL OUT OR GET CALLS COMING IN ANOTHER 4200 THROWEN OUT THE WINDOW THEY KEEP GIVEING ME THE RUN AROUND BUT CAN’T SEEM TO FIX THE PROBLEM OTHERS WHO HAVE ONE AROUND HERE SAY IT WORKS FINE SO WHAT’S UP WITH THAT THEY GIVE YOU THE RUN AROUND AND I’AM SICK OF IT!! THE OLD ONE COST ME 45.00 AND I HAD PAID FOR A YEAR AND SO I LOST OUT NO RETURN FOR THE YEAR AND ONLY 14.00 BACK I’AM CALL THE ATTY GENERAL ON THIS COMPANY SOMEONE NEEDS TO DO SOMETHING THEY DON’T HELP YOU BUT THEY TAKE YOUR MONEY WITH A SMILE IT’S TIME THEY STEP UP AND HELP THOSE WHO ARE HAVING TRUBLE NOW I HAVE THIS USELESS MAGIC JACK THAT I PAID 42 SOMETHING AND WILL BE TOLD THE SAME THING AGAIN RETURN IT AND WE’LL RFUND YOUR MONEY BULL I WANT A FULL REFUND NOT 14.00 I AM UP FOR A CLASS ACTION LAW SUITE
December 10th, 2010 at 11:32 am
Please wait for a site operator to respond.
You are now chatting with ‘Rachelle’
Your Issue ID for this chat is LTK43606006349X
ALAIN: My MagicJack doesn’t work
ALAIN: yet again
Rachelle: Hello, how may I help you?
ALAIN: I’ve been troubleshootign with you for over two hours
ALAIN: I;m this close to cancelling
Rachelle: Okay, let me help you with this.
Rachelle: Please hold for a moment, let me read your previous chat with the other operator. I will get back to you as soon as I can.
ALAIN: Your “very important upgrade within the next 60 seconds” for my mac is BS
Rachelle: Please wait while I check that for you
ALAIN: hello..
Rachelle: You still cannot access and use your magicjack dial on your screen is that correct?
ALAIN: correct
Rachelle: Yes I am here Alain.
Rachelle: Is it okay if I transfer you to back to our Higher Level of Support to assist you further on your concern?
ALAIN: it’s the second time I hear this today
ALAIN: go ahead
Rachelle: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
ALAIN: yes yes
Rachelle: One moment please…
ALAIN: again, second time i hear all this… last time it took 30 mi u
ALAIN: minutes
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with ‘Sharon’
Your Issue ID for this chat is LTK43606006349X
Sharon: Hello Alain. My name is Sharon. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.
ALAIN: ok
Sharon: I will be right with you.
ALAIN: gladstone
ALAIN: sorry, my mistake
Sharon: No worries.
Sharon: Is magicJack currently plugged in?
ALAIN: yes
Sharon: http://upgrades.magicJack.com/upgrade/upgrade.dmg
Sharon: Click on the link above and select RUN.
ALAIN: what do you mean select run?
ALAIN: click on it?
ALAIN: there’s just an icon
Sharon: Yes please.
Sharon: Click on the link above and run the upgrade.
ALAIN: fine, but we tried this already today
ALAIN: nothing happens
Sharon: Unplug the magicJack and plug it back after 30 seconds.
ALAIN: ok
Sharon: Inform me once done.
ALAIN: just plugged it back in
ALAIN: what next?
ALAIN: hit the icon?
Sharon: Yes please double click on the magicJakc icon.
ALAIN: same thing
ALAIN: this is useless
Sharon: Go to Go > Applications > Utilities and Open Disk Utility (Note : If there’s no “GO” menu option, find it on the FINDER window)
ALAIN: again?
ALAIN: i’m there
Sharon: Yes please.
Sharon: Select the disk the magicjack drives (17.7 MB) in the left pane.
ALAIN: it says 18.6
Sharon: Select it. Click on the “Erase” tab to the right of the list of drives. The window will now display the options for erasing the hard drive and formatting it to work on the Macintosh computer.
ALAIN: do I choose macos extended?
Sharon: Select the Volume Format from the pop-up list. Then choose “MS/DOS FAT as this is the default.
ALAIN: sorry, but are you sure I choose “18.6 Tigerjet hard drive” and not “phone”?
Sharon: Yes, please click on the Tigerjet Dr