Complaint Rating:

Company information:
MagicJack
United States

I have a MagicJack which has not worked right for a long time. I have contacted MJ on their "Support Chat" page numerous times and each time went through a similar, long process with the "tech" only to end up being transferred to "a higher level of support" finally, today, I decided to try one more time. Following is a transcript of the "support chat" session:

Chat InformationPlease wait for a site operator to respond.

Chat InformationYou are now chatting with 'Jezebel'

Jezebel: Hello, how may I help you?

Frank: I am continuing to have an ongoing problem with MJ and have attempted to deal with it with a number of agents the process is always time consuming and the problem is not corrected. Every time I reboot or start my computer the same message always appears about connecting to a USB port - THE ONLY WAY I have ever been able to correct this problem is to quick format the second drive MJ creats (k:).

Jezebel: Hi Frank.

Frank: After formatting I may start MJ and it will start normALLY.

Frank: hI

Jezebel: Thank you for bringing up your concern to us. Let me assist you with that.

Jezebel: Okay.

Jezebel: Since when did you encounter this issue?

Frank: Is there a normal email address for MJ?

Frank: Or a telephone number?

Jezebel: Yes,

Frank: I have been enduring it for approx 6 months - In fact, I stopped using MJ for quite awhile because of it

Jezebel: Please provide me with your magicJack phone number.

Frank: We want to use the service but not under the present set of circumstances. None of the agents seems to want to address the possibility of a defective device.

Frank: 203-930-xxxx

Jezebel: Okay.

Jezebel: Thank you.

Frank: ok

Jezebel: Would you allow me to offer fixes first?

Frank: sure I'll let you know if I've done that before

Frank: It seems routine to go so far unsuccessfully and then be told being sent to higher level which has not corrected the situation

Jezebel: Okay.

Jezebel: So, you want a replacement?

Frank: yes please!

Jezebel: Okay.

Jezebel: One moment please...

Jezebel: 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 'Dover'

Frank: ok

Dover: Welcome to the higher level of support.This is DOVER, and I will be assisting you on your concern today.

Dover: Please give me a few moments to read your previous conversation and be able to give you further assistance about it. Thank you.

Dover: Thank you so much for waiting

Dover: May I have your magicjack number please?

Frank: 203-930-xxxx

Dover: May I know what is your operating system?

Frank: xp pro

Dover: Is your magicjack plugged in there now?

Frank: yes

Dover: PLease do this now

Dover: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista):

Dover: http://upgrades.magicjack.com/upgrade/upgrade.exe

Dover: MAke sure that the magicjack is plugged in while running the upgrades..

Frank: Iformatted the k drive and it is working now

Dover: PLease tell me if you're done

Dover: Wow, that's great Frank..

Dover: You are good

Dover: I hope it will works for long now..

Dover: Is there anything else I may help you with today?

Frank: but it won't work the next time i start the sys and i'll have to format again

Frank: I request a replacement device

Dover: I hope it will works now Frank. For now, I may suggest to please try to leave it that way ten try to observe your magicjack for 24 to 72 hours. In this time span given if it still doing the same thing, please don't hesitate to chat us back. Replacement would be our last option Frank..

Dover: What I am going to do here also is that I will refresh your service here on our end, this will help eliminate the issue that you are having with your magicjack..

Dover: woulod it be alright with you Frank?

Dover: Would*

Frank: How many times do I need to go through the same procedures with support, How many times do I need to explain that it fails each and every time I restart the system before the device will be replaced?

Dover: I do understand you Frank

Dover: By the way, how many devices connected to your computer there now?

Frank: one (1)

Dover: Have you tried to use an Ac powered USB hub?

Frank: I have used every USB port on the computer but have not purchased a hub

Dover: As I checked it here Frank, your magicjack license will expired this coming 06/21/2009 .

Dover: I may suggest to please try to use an Ac powered hub for your magicjack..

Dover: That device will enhance your call quality, clarity and connectivity. It will also add new ports for your computer. Making it easy to plug other USB devices such as Keyboard, Camera, Printer without plugging it to the back.

Dover: Here is the link for the view of an AC Powered USB hub..

Dover: http://www.usbgear.com/usb-2-usb-hub/usb2_hub_package1.jpg

Frank: I know the license expires and I want the device to function properly before I renew it. I don't think it's reasonable for me to have to purchase additional equipment when simply trying a replacement MJ will probably solve the problem (unless MJ knows of things I don't know and is not telling me) If a replacement does not work then I should consider a hub.

Frank: What is MJ's email or phone number?

Dover: I am very sorry but we only do chat support here Frank

Dover: The best thing that we can do for now is that, I will give you a replacement magicjack but you have to extend first your magicjack license..

Dover: Nothing tow orry about, once you receive the newmagicjack, yo can still transfer your account to your new magicjack by transferring your old number to new magicjack..

Dover: Would it be alright with you?

Frank: no

Dover: I do understand you Frank, I really want to give you a replacement magicjack but you need to extend first your license since your license will expired this coming 06/21/2009

Frank: Under the circumstances, if I decide to try a replacement MJ, since MJ won't replace the device, I'll buy one a Walmart and if it doesn't work properly, I'll return it for refund and be done with MJ. I think it's inappropriate for MK to require anyone to spend money to extend someting that doesn't work properly in order to replace that thing. It's bad business practice and does not demonstrate good faith.

Frank: It should be obvious by looking at the record that I have spent a great deal of time on the chat support page trying to resolve the problem without success.

Dover: I know how are you feeling right now Frank. I cannot give you a replacement magicjack since it will expired soon..I hope you understand me

Frank: A replacement should probably have been provided long before this however the agents ignored discussing that solution. I am disappointed in MJ's business practices.

Frank: Thank you for your personal time.

Dover: Thank you so much for full cooperation and understanding. I really appreciate it.

Dover: Is there anything else Frank?

Frank: Not for this chat - thank you.

Dover: you are most welcome Frank. you're such a nice person..

Dover: PLease feel free to visit and don't hesitate to chat us back.Take care always and Have a Great Day Ahead.

I question the quality of support I received.