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MagicJack / fraud / lies / no customer service

1 MT, United States Review updated:
Contact information:

Shame on Magic Jack for the Scam they have unvailed upon it's own people of America. My complaints are justified and real. I fell into their pack of lies and this is the result:
1. Customer service sucks
2. Live help does not exist, when you click on it, it just goes to a page with more sales hype
3. They promised me when they got the Montaa 406 area code I could switch. After hours of trying to get that done, I finally gave up.
4. Calls drop after a few minutes for no reason.
5. Poor sound quality... They other person has trouble hearing me on all calls.

I would like to see Magic Jack crucified and hung out to dry for all Americans to see...OH, and how could they violate that youg innocent girl in their bogus lying advertisement?

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Comments

Om
  22nd of Jan, 2009
Agree Disagree 0 Votes

I agree they are trying to rip us off. I tried them and it didn't work properly. All incoming calls would say all circuits are busy. It would do this all the time. I returned it. Had to have the bank credit off the preimun shipping that I did not request. Then the following month 56.00 dollars more in charges and then the following month almost 500.00 additional and for what. I agree a class action suit should be done.

Xp
  29th of Jan, 2009
Agree Disagree 0 Votes

I bought three MagicJacks to share with family. I couldnt get mine to work. Sound quality is non existent. I spent three hours via text chat with 6 different techs. They all said it was my computer. Im not going to give the other two away. I dont need the grief.
I run video chat regularly to international loctions and record sound from external sources and the sound quality in these is excellent.
I have a MacBook OS X less than a year old and it never has ever given a problem with sound up til this.
MagicJack would not take the product back.( sounds like a rap lyric)
Said I was beyond the trial period. The tech did say that they would refund the additional years of service that I had purchased ( 5 years for each of the three units that I purchased)

Al
  5th of Feb, 2009
Agree Disagree 0 Votes

I agree, I am getting all circiuts are busy message for a week already.
I even created a website against them
http://ihatemagicjack.com/

Pa
  27th of Feb, 2009
Agree Disagree 0 Votes

I have been using magic jack for several months now. One needs a high speed connection not a dial up or low bandwidth. I'll bet this is the problem with all these complaints. I have a cable connection and it works fine. Yes, a couple of times I had some minor problems but when I chatted with customer service, they helped me.
Recently, and after I ran my spyware, I couldn't get my mj visible on the desktop, so I restored my pc back to an earlier date and it works fine again.
Paula

Ja
  6th of Aug, 2009
Agree Disagree 0 Votes

I TOTALLY AGREE!
Here's how my customer service experience went today:

Chat InformationPlease wait for a site operator to respond.

Chat InformationYou are now chatting with 'Neville'

Chat InformationYour Issue ID for this chat is LTK419070203282X

Neville: Hello, how may I help you?

Jaime: I just bought my magic jack from someone who didnt want it anymore and now i'd like to put it in my name

Neville: Hi Jaime

Neville: Is it registered already ?

Jaime: yes

Neville: We are sorry, Name cannot be changed on MagicJack once it is registered

Jaime: can i get the address and phone number changed at least?

Neville: Yes you can change it from my.magicjack.com

Jaime: i cant because the email address is the other persons

Jaime: i tried to do that already

Neville: 1. Login at my.magicjack.com

Neville: 2. After logging in, click on MY.MAGICJACK button available on bottom of page if you are getting any promotional offer.

Neville: 3. Click on Details under ACCOUNT EMAIL section

Neville: 4. And then click on "Add email address to account" button

Neville: 5. Enter and Re-enter the new e-mail address and password you want to use and click NEXT

Neville: 6. Click on "ACCOUNT" and "VOICEMAIL" radio button available before new email.

Neville: 7. You can now delete your existing email.

Jaime: how do i do that it asks for email address and the phone number when logging in?

Neville: Please ask the person for email and password from whom you got this MagicJack

Jaime: well thanks for basically nothing...you guys need to work on getting better customer service...I don't need to be rude but now I'm basically screwed if I cant get a hold of this person I bought this from. I didn't buy it from someone I know. I bought using a yahoo financial group and figured I'd be able to clear everything up via customer service and it really sucks you guys can't do anything about it. Makes no sense.

Neville: Let me explain

Neville: MagicJack is not transferable

Jaime: well maybe that should explained it your advertisements then

Neville: Please visit our Terms of Service for information

Neville: http://www.magicjack.com/tos/

Jaime: I still stand by my statement that magicjack customer service sucks and I'll be sure to post it on some forum so people are fooled

Jaime: aren't

Neville: 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 'Destiny'

Chat InformationYour Issue ID for this chat is LTK419070203282X

Chat InformationPlease wait while I transfer the chat to the best suited site operator.

Chat InformationYou are now chatting with 'Miriam'

Chat InformationYour Issue ID for this chat is LTK419070203282X

Miriam: Hi, My name is Miriam and I will be assisting you. Please allow me to read your chat history to assist you best.

Miriam: Thank you for holding on, Please be inform that you need to get the email and password for that magicJack since name and other information saved there can no longer be changed.

Jaime: so you are helping me any better than the other what was the point of transferring if you cant help me in any other way than telling me the same information as the other person?

Jaime: this is pointless i was already told get the information from the other person. i dont know the other person so I cant get the information. you should have this information on file if you are billing them

Miriam: Can I have the number of that magicJack please?

Jaime: 262-478-7950

Miriam: Okay, How's name is being registered on this magicJack?

Jaime: Name: JAMIE PAJTASH Address: 5396 S WIEHE DR POPLAR, WI 54864-9140 Country: US E-mail: katnkil@hotmail.com

Miriam: Okay, thank you for that, please log in to your magicJack account using that email and enter your password add a new email there and a new password.

Jaime: i dont have the passowrd

Jaime: the person i bought it was from a yahoo financial group and we met, I bought it, she didn't give me any info except the phone number and the magic jack itself

Miriam: Please log in on that email I will send the password on that email.

Jaime: thats not my email address

Miriam: Then how did you get all that information?

Jaime: by plugging in the magic jack into my computer

Miriam: You mean that all that information came up by plugging in the magicJack device?

Jaime: yes what kind of customer service reps are you when you don't even know a thing about the product!

Jaime: if you seriously cant do a thing about this that is very sad. you should be able to login into the account and change everything from your end. thats what customer service is supposed to be there for. ill be sure to post this on some forum that I got no help from you guys

Miriam: Okay, please contact the person again you should have the information of that person since you do business with him and ask for the password for that magicJack.

Jaime: Thanks again for absolutely nothing!!!

Pa
  7th of Aug, 2009
Agree Disagree 0 Votes

I'm glad that MagicJack did not give out the password info. If my MagicJack (which works great) were stolen I wouldn't want MagicJack to give out my password. Good job MagicJack!

Wa
  25th of Aug, 2009
Agree Disagree 0 Votes

the technology of this product is not mature yet. the inventor push this product really hard with a lot features which most of them don't work really well. haven't tried the conference call yet. but other works very inconsistently. it's not very portable because you have to do the setting often. for me i have to reformat the drive, reinstall the software, reboot the router and pc. it takes about 30~40 mins almost everyday of my precious time to get this product going. the sound quality is not guaranteed. don't use this product on important phone calls. and not 100% proof about the voice mail service. i am very disappointed with their way of technical support. because each time you want to solve a problem you will have to set aside 2 to 3 hours of your time to get to somewhere. there is no guaranteed you will get your problems solved. i have persistent nagging problems with the product which is not unable to load dialpad. others' have different sets of problem. i was asking for a replacement. but they ask me to get it from canada whichi is where i bought from. but in canadian reseller does not honouring any warranty for the product except for 30 days. most people don't use that much within the first 30 days. i notice some problem. but i always thought it was my on my side not magic jack's, for not computer literate and broadband issues. as i use it more, i realize the product itself does not deliver as it promised. especially the daily routine (30-40 mins)to load the dialpad, not to mention if your computer goes in hibernation/sleep/accidental shutdown; when these happen you might have to restart from scratch all over again. for this reason the product itself is not good for formal conversation otherwise you might offend the other party. and technical support through chatting it's slow and hard to follow especially you are a slow typist. i also find them us my issues and valuable time as their learning experience. i don't mind if they can fix the problem which they didn't do that well of the job most of the time. i taught couple of their senior guys regarding my issues. my final words is, i am stuck with the product, i just have to find ways to make the best use out of it

Ey
  30th of Aug, 2009
Agree Disagree 0 Votes

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)

Sp
  6th of Nov, 2009
Agree Disagree 0 Votes

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

Us
  17th of Dec, 2009
Agree Disagree 0 Votes

I think the part of this you all are missing is that the operation of the Magic Jack depends on not only the device itself, but more importantly on the computer system and internet connection it's attached to. I'm not suggesting that your computers are to blame, but there is a good chance there is nothing wrong with your Magic Jack. Instead of complaining online, I would first look at my system. Is it running efficiently? Is something preventing the device to function properly? Try it on different computers, different internet connections. If the Magic Jack still fails to function in all of these scenarios, contact customer support, or return the device to the store you bought it from. It's laughable that there are talk of class action lawsuits, when 99% of these problems are probably due to user ineptitude.

Ju
  29th of Dec, 2009
Agree Disagree 0 Votes

I am a unpleased consumer as well, who wants to find a class action attorney and sue Magic Jack for Fraud, the most recent thing is there billing scam, where they tell you that you will be billed the next month and then they bill you at that time. If anyone dose want to sue please send an email to: Legal911HelpNowPlease@gmail.com I will find an attorney.

Mj
  8th of Apr, 2010
Agree Disagree 0 Votes

Hey UseYourResources...You wouldn't be a MagicJack employee or stockholder, would you?
I am an IT Tech going on 12 years now and you are wrong! MagicJack is nothing but trouble. I wasted a half a day of my life I will never get back online with their so-called customer support person. All that was accomplished after various fixes and updates was my computer sound no longer worked along with device manager and other apps. It totally took over various parts of my system and reconfigured so many things I thought I would never get things back to normal.

The savings promised by MagicJack in no way compensates for the pure aggravation it causes.

"99% of these problems are probably due to user ineptitude".

WHAT A LOAD OF DOOKIE!

Li
  10th of Mar, 2011
Agree Disagree 0 Votes

I really don't know what to say. When I bought my MJ I purchased 2 of them. I only used 1 which was all I needed. I was going to give the other one to my granddaughter. Mine worked fine. I quit using mine when I was told I had breast cancer. I couldn't use the computer or phone for awhile. Then I had to have rotater cuff surgery and now I'm trying to get my MJ working again. NO LUCK. HELP.
mlwideman@gmail.com

Fe
  2nd of Feb, 2013
Agree Disagree 0 Votes

Because we were trying to save money due to me being disabled after 30yrs working and my husband's hours was cut to 20 hrs a week. This is what happened: Oct.15 2012 I found my husband unresponsive in bed, I tried to call 911 and Operator with no luck, I ran to neighbors trying to get help and due to the time everyone was at work so I had to call his father in another county to call 911.There is no way I can explain the panic I was in not being able to call for help. Now saying this, with my husband it would have not mattered which I did not know at the time, but what if it had mattered????? Just think of having a loved one that is in sever distress and cannot get help. If it had stated on the package: WARNING PLEASE ARRANGE FOR EMERGENCY HELP DUE TO NOT BEING TO PROVIDE FOR THIS SERVICE, there would have been no way we would have bought this service and if we had we would have made other arrangements for emergencies.

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