Complaint Rating:

Company information:
Ymax Communications Corp
Georgia
United States

MagicJack and Ymax Communications Corp have the worst customer service on any company that I have ever done business with.
Also, note that they only have online support. Their support people don’t have good communication skills – probably an off-shore outfit.
Their only option is online on their sales/support site. It will probably take you five to ten minutes to find the support line and get someone online.

I had an issue where the Magicjack (M.J.) would not work. They said they would send a new M.J. and not charge me. I did receive another M.J. It didn’t work either. Later I tested it with a different computer. It turned out that the computer I was originally using wasn’t fast enough to handle the M.J. – a P3 laptop with Win-XP, 512MB of RAM, and a 56MB wireless connection. For some reason Magicjack doesn’t list a minimum set of computer requirements. After I returned the additional M.J., I waited about three months to receive a refund. I started contacting them online. They would say that they would have someone in their accounting department email me as to when my credit would be processed. About five times and one month later and still no credit, I filed a dispute with my credit card company. They did get my refund for the additiona M.J. I did pay for the original M.J. and the one year of service.

Later in the year, my subscription expired. I never received a renewal-email prior to my expiration. We tried to renew online and there was as error. We contacted online support. They said they would email us in 24 hours with a response. We never received an email. Four attempts later – we asked for a manager or supervisor. We asked who the current president of the company was. They were not willing to discuss or comply with these requests. They said that they would be able to talk with us after we had filed our lawsuit. We said “what lawsuit”. Not sure where they came up with that information. Very poor customer support!

I did write a letter to the original founder of the Magicjack, about 4 weeks ago. I have not heard form them. My service is now turned off. Not a very friendly company to work with. I wonder how someone could trust this company with any of there personal information. They don’t want to be accountable to anyone. Everything they said about emailing or contacting us was never completed. Buyer beware!!!

I have also included some other issues that you should be aware of if you think the Magicjack phone system can be used to replace a more reliable land-line or reputable VOIP service provider, like Comcast, Vonage, or Lingo.

Cons: To have the phone available 24x7, you will need to have a computer setup that is on and running 24x7. The service is only available to ring in your house if your computer is turned on. I did have many issues with the Magicjack where it stopped working, (approx. two to five times per month). Usually the computer or some software (Magicjack software) would interfere with the M.J.’s operation. I think the computer would go into power saving mode and that would cause the M.J. to stop working; or, Windows or other software would have an update that would interfere with the M.J. service. I would say that the M.J. is not for a beginner computer user. There will be many issues that you will have to correct – with updating the computer to keeping the M.J. operating which will require advanced to intermediate level computer skills. The quality can be very bad at times with cutting in and out. You can also just have your call dropped without notice. Customer service is not responsive to issues. They say they will contact you with answers and they do not.
Pros: The price is very low. Having voice mails emailed to my email address was a nice feature.