Beware of magicJack
April 12, 2008
More about magicJack: This $46 business has become bigger than it ought to be, and one way or another it will be a memory in a week or two, I have spent more time on it than it deserves.
I received one comment about my previous magicJack post from a guy who said that he worked for the company, that he would see to it that I received my promised refund. Later on another comment came in from a very satisfied magicJack user who told me that it was the president of the company who had written to me previously, that this president monitored and answered all his email, this fellow who had promised me my refund; and didn’t this just prove that this was a great company and a great product, and that the president was a great guy!
I have never been the president of a company, but if I was I imagine that I would have people who do things, that I would oversee, direct, put emphasis where I thought it should be; I never pictured that I’d be the guy sitting around watching the screen for mail, I just never imagined being president that way. Perhaps this guy could pay some attention to a couple of other areas that might benefit from his attention.
I think I should put in a couple of other points, to pierce this punctured balloon even further:
One of the men at work had heard about magicJack, that for $20 a year a person could have phone service; a bunch of us were interested, some friends outside of work were also interested when I talked about it and after I had read the circus-style ad on their website. It was decided that I would be th guinea-pig, would be the one to lay out the money, give it a try, and if it worked there was going to be a bunch of people signing up.
I have a pretty good computer: it is a Sony Vaio with a Pentium 4 processor, running on the Sprint wireless link, my upload and download speeds have always been high whenever I check them; and about a year ago I used Skype for a short time, it worked very well, sound was clear as a bell, or a Bell. It turned out that I didn’t need the long distance service, so I just dropped the Skype.
That is the background on this business; I was a hopeful guy who laid out a few dollars, went into this with hope and encouragement; and what if it didn’t work? they promised me my money back.
The gadget doesn’t work on my system, I spent about twelve hours in total trying to get something out of their tech service people in India, I finally got a returned goods authorization number and address to where I sent the gadget. Then nothing. The email address that worked once was now gone, the guy who promised the return is silent, and I hear that he is the president of magicJack.
Anyone who is thinking of trying this gadget should beware; this one person’s experience has turned out to be a pimple on my ass, one that I plan to be rid of and forget soon. There are a lot more interesting things in life than this.
April 12, 2008 at 5:49 p. 04.
Roger,
This is Jim Donlon, the magicJack employee who replied to your original post. To set the record straight, for you and anyone else who may read your blog, I am not the President of magicJack. I’m a sales & marketing guy for the company.
However, it’s very likely that Dan Borislow, the inventor & founder of the magicJack, read your earlier post. Furthermore, its true that Dan is a very approachable man. He’s a true entrepreneur –brilliant, hard-working, passionate & proud of his invention — and, works tirelessly to save consumers money every month by using his prized invention, the magicJack.
Just so you know, this is not the first time Dan has built a long-distance telephone company. In the ’90’s, Dan was a pioneer in the competitive long-distance industry and his former company saved millions (yes, millions)of customers thousands and thousands of dollars on their long-distance bills. His company was awarded the JD Power Award for customer satisfaction.
Dan also inspires every employee he has recruited to work for him to (also) work 7days a week and dedicate crazy hours per day (as you can see, I am working on a Saturday morning) to continue to improve the overall magicJack customer experience. Let me remind you — the magicJack product launch was on January 7, 2008 — just about 12weeks ago. Verizon and AT&T were not built in a day. Since that time, the magicJack has received glowing reviews from Technology experts from major Tier One newspapers, technology publications and broadcast journalists who tested the magicJack and had great experience with the magicJack.
We’re a rapidly growing start-up company and, as I said before, we’re working endless hours to keep our customers satisfied.
Once again, we regret that you did not find the magicJack was a product which satisfied your needs. We did provide you with an RMA (Return Merchandise Auth) and you will receive a refund for your magicJack purchase, providing you submitted the RMA to us and returned the magicJack in it’s packaging, as explained to you in the RMA.
My last words — magicJack was invented to save people money. It’s a product that retails for $39.95, which includes the 1st year of local and long distance calls anywhere in the US and Canada — thereafter, a magicJack customer pays only $19.95 per YEAR for their local and long distance calls. Our growing customerbase reinforces our belief the magicJack is a revolutionary product and a market transformative alternative to the hugely expensive telephone company products & services.
Let’s not forget our overall mission at magicJack: to provide the consumer a product which will allow them to save money during very difficult economic times.
Best of luck to you and be well.
Jim Donlon
April 13, 2008 at 5:49 p. 04.
Great speech, hope the boss reads it.
Notice that there was no more mention of my refund other than IF I return it, an event long in the past.
I am sure that the boss works long hours, and aren’t we all proud of him for that; all I wanted was a phone that worked, or my money back, just what I was promised when I returned the gadget.
April 13, 2008 at 5:49 p. 04.
I have confirmed you received your refund last week.
The next post may have to be the Refund Confirmation detail.
jhd.
April 13, 2008 at 5:49 p. 04.
Please let me know how and when I received a refund, it is neither on my Mastercard or Paypal, nor in the mail.
April 13, 2008 at 5:49 p. 04.
This dialog is hysterically funny except that, for you, it is deplorable to have had this experience.
The two spiels you’ve received from the magicJack
rep. could have been scripted by the corp. pres.
himself and been lines in a Broadway play. This
is, of course, free publicity for them so I hope
you don’t give them further opportunities to reinforce their product name.
April 13, 2008 at 5:49 p. 04.
I know what you mean, this has turned out to be fun; their actions at every turn have been foolish. Whether or not I ever get my money back I’ll know that I have played a part in a great comedy scene.
Did you ever look at their web site, it was designed by the same people who do carnival ads, or those late-night commercials that promise to change your life if you go to the phone immediately.
I realized that as soon as I saw their first ad, but it really isn’t much money wasted.
April 15, 2008 at 5:49 p. 04.
Gosh golly geez. So you were the guinea pig and you’re out $40-$50 or so. And you’re either getting a refund or you’re not getting a refund. You took the risk when you decided to be the guinea pig for your group of buddies. If you don’t get your money back, and if it’s still working, try it again in six months for kicks and laughs to see if it works (on a different computer and not on your sony vaio) and toss it if it still doesn’t work.
For me, I’m wondering if it’ll work on my Macbook at all under Mac 10.4.11 Tiger. There’s a beta firmware update for mac on their website, but they say it’s not supported because it’s beta. Makes me wonder if it work with the Windows XP under Parallels on my Macbook. If I get it, I’ll probably get it on Amazon where I’ve seen it being sold.
May 2, 2008 at 5:49 p. 05.
Mr. Johnson,
I have purchased one magicjack back in January 10, 2008.I paid $66.85 including tax, for the device plus 2 year package.
I took it to Europe to give it to my parents to make free calls to my home, cell or office in Los Angeles, CA.
It worked fine when I first registered it with my own computer here in LA.When I tried it with my parents comp, it gave me a malfunctioning message.
I brought it back to LA, tried it on my computer and others , still the same error.
To make the story short, yesterday and today I had on-line chat with Magicjack Customer Service. After several attempts it was not fixed and I asked them to give me an address where I can return this unit to get it fixed or replaced.I was told that my 30Day Free Trial has ended and I can not replace my magicjack anymore and they said they are sorry for the inconvenience.
I really do not think that this is inconvenience, this is getting my $66.85 for the device and 2 year package and giving me almost 4 months of service. Just wanted to share it with you.
Regards,
Alex
May 20, 2008 at 5:49 p. 05.
I guess I will be out my money too; I will be sending my Magic Jack back ( with RMA) tomorrow.
I had signed up for the additional 5 years (that was really stupid). If my money is not refunded within three weeks (that I will allow) I will be doing a charge back with my Credit Union for the charges. I really think these are folks with a pretty good product that needs some work, but they are really very bad business people.
May 24, 2008 at 5:49 p. 05.
i bought magic jack 3 months ago. it works just like my land line. heard some complaining that you have to leave your computer on. big deal, might cost 5 cents a day in power costs. if your thinking of buying one go to any site type in check my connection speed for v.o.i.p. phone. there free and will give you all info after a 10-30 sec. test if you will have problems or if it wont work at all. i know nothing about computers & i found these sites before i bought magicjack
June 1, 2008 at 5:49 p. 06.
I must agree with the concept of Magicjack being the right idea, wrong company.
This company does not stand behind their product and has no clue what Customer Support is.
They will not post even an email account or a phone number for customer service so you can speak to someone that uses English as a first language and understands the laws of our great nation.
Just wait, a better managed company will pick up this dropped ball.
June 22, 2008 at 5:49 p. 06.
I ordered via the slick infomercial with the used car salesman. I called the toll free number and went through the Automated prompts and even requested priority shipping. Never received a confirmation e-mail as stated and interesting I had a nominal fee charged to my credit card immediately. I contacted live chat and dealt with two people and was advised my account is inactive and to reorder. Isnt that awesome they have my credit card info and there is a charge so far and they want me to reorder. Respond to me Mr. Borislow as I will have a laugh about this with the Illinois attorney General.
June 22, 2008 at 5:49 p. 06.
I had thought that my involvement with MagicJack was finished with my eventual refund.
But the continuing problems that are occasionally listed here make me think that there is something that Attorneys General in various states should be aware.
I feel good that I started listing my problems, that others have a place to write theirs, we need to keep on top of all these kinds of problems. Money is hard to come by, should be used for value rather than the reverse.
July 19, 2008 at 5:49 p. 07.
I ordered just one MagicJack. Very surprisingly they charged me for 2 MJ device (i.e $80) + 5 Years PLATINUM Plan ($60)
2 30 Day magicJack Trial 39.95 79.90
1 Five Year Platinum Preferred Plan 59.95 59.95
2 Shipping & Handling 6.95 13.90
So I am charged total $153 instead of ($39.95+$6.95) i have requested for.
When I replied them to change the order, reply came back from a diff mailId and it says “This email address has been discontinued. Please click here to contact support. We have upgraded our system to better serve you. We greatly appreciate your interest in magicJack”
And That ‘click here’ link also does not work.
Nobody give respond to your any of the mail.
Tilldate, I recieved only one MagicJack but they charged me for both.
For Platimun Plan they charged immediately which i ve n ot requested for.
Now How to return back extra one if i have received it but been billed?
How a company can cheat public so openly in US??????
Where is all US Strict Laws and orders?
Ur Device might work work. But when U have asked for one and no extra/extended service how they playing with public by charging so and not responding hence forth??
Where US is heading to?
August 1, 2008 at 5:49 p. 08.
I am retired and shopping for value ecause I don’t get that from my present Phone Service(?). I will bide my time for a while to see if the bugs leave Magicjack.
August 3, 2008 at 5:49 p. 08.
The most frustrating aspect of MJ is that it was released as an alpha-stage product that has yet to move on to beta testing. I’d gladly shell out an extra $10 for the unit if it came with documentation instead of advertising hype. Having a successful history writing manuals for SynOptics, Bay Networks, Wellfleet, Nortel, MCI, and NASA, I’ll even offer my services to write the documentation myself. Great idea, Dan, but it’s just a novelty toy and not a great invention until someone can sit down with a bunch of computers and network devices, documenting a cohesive set of procedures in one skinny pamphlet that redirects to a website where details can be found. I know several grandmothers today who work in IT engineering departments, so that kind of advertising is unimpressive. Strong customer service that doesn’t cut off after repeating what the last 12 techees said is something to consider.
August 6, 2008 at 5:49 p. 08.
I am an Active Duty Marine, just wanted to let everyone know a little about the product from my own experience. I bought magic jack about 2 months ago. i hooked it up to my Apple and worked. i was pretty easy to hook up, so far so good. i cant really complain 40 bucks for the first yr and 20 after, only flaw for me that i noticed was if you have your computer off or in sleep mode, the system doesnt work. a far as customer service, cant really say much about that, hey this guy has to start some where and i assume as soon as bus.. get bigger and better, improvements will come as well.
November 28, 2008 at 5:49 p. 11.
Quit yer complaining. I’ve had MJ for over year, just set up the kids with one, and quite a few friends have gotten one. Yes, I have experienced a few glitches with mine from, but all were fixed over chat help.
I tell you, it sure is lightyears’s away from having to plea for a control number from the communications guys, go up to the quansat hut at 0130 in the morning, and get patched thru a gazillion switchboards just to talk to Mom.
I would, however, like for MJ to be able to be used without having to have the computer on. That would be nice.
December 2, 2008 at 5:49 p. 12.
When your dealing with software, drivers, a hardware device, plus the many combinations of software/drivers/operating systems you are looking for trouble. If your not dealing with hardware failure, its a software problem — When you sell hundreds of thousands of units, you’re going to get complaints.
The problem with MJ is they are investing heavily on the advertising/marketing and little in technical support side. This is the new business model today.
Good technical support costs money, and well, I guess Dan the inventor doesn’t want to spend that much on technical support. The additude is We’ll just refund money for those who don’t work rather than working with them to get a solution. It’s cheaper. In this economy, even businesses need to cut costs. The problem is those who feel that it should have worked will voice their opinion that the product is garbage because it didn’t work for them
When a company resolves a problem with a product for a customer quickly, the customers overall satisfaction is even GREATER if they hadn’t had a problem at all! That’s right! If done right a company can take advantage of this and build a stronger customer bond!
This is where MJ is losing. They are losing by not providing the proper support to the customer.
The way I look at it, I paid $39.99 for 1 year of phone service and it works reasonably. I never had to contact MJ, so I really have no opinion of them. Looking at how they advertise on their web site and how they promote the product, I really think they are on “borderline” informercial product that will disapear in about 2 years.
December 9, 2008 at 5:49 p. 12.
I just got a spam email offering magicjack for $20 / year. I follow the link and it takes me to magicjack’s website where they says they will charge me 40 after 31 day trial. I do a live chat and the guy there says they don’t charge at all for the first year? like I say to the tech – they spam us which isn’t ethical, then mislead us about the offer.
info: Please wait for a site operator to respond.
info: You are now chatting with ‘Alex’
Alex: Hello, how may I help you?
mike: I just got an email offering magicjack for $20 / year. but I follow the link and it takes me to your website but says that we’ll be charged $39.95 i think it was, after the trial
Alex: I see.
Alex: I will put you on hold for a moment while I will check this for you.
Alex: We are doing some upgrades, our engineers are working to get them completed as fast as possible. We apologize for the inconvenience and appreciate your patience.
Alex: Please disregard it mike.
Alex: mike I would like to know your full name please?
mike: mike renna
Alex: One moment please…
Alex: I would like to know where did place your order for your magicjack mike?
mike: I was going to, but haven’t because the price in this email is lower than the price I see on the trial page on your website, after following the links in this email. I would think following the link would take me to a page that would match with the email offer?
mike: magicJack – 2008 Product of the Year No monthly phone bills! This break through device makes your monthly phone bills disappear. Just plug it into your computer, plug in any telephone, and you’ll be able to make & receive Local & Long Distance phone calls anywhere in the US & Canada for just $19.95 per year. That’s right! Only $19.95 per year! Find out more here: Try magicJack absolutely free. If you don’t love magicJack after 30 days of free Local & Long Distance calling, just send it back. Talk as long as you want, when you want for only $19.95 per year. Save hundreds, if not thousands of dollars on your yearly phone bill costs. Get Yours Today. If you would like to cancel yourself from these specials, follow this link. 8001 Broadway Suite 302 Merrillville, IN 46410
mike: I will place an order if I can get that $19.95 price
Alex: The magicjack device is worth $39.95 the device it self and the first year of service is for free. If you will extend our service we will charge your $19.95 mike that is for the second year of our service.
mike: this email ad says: Talk as long as you want, when you want for only $19.95 per year.
mike: so besides spamming peole (but hey, it was a good deal if true), you mislead people?
Alex: Yes, that is correct mike.
mike: you mislead people Yes, that is correct mike
Alex: The next year is $19.95 its true and the first year of our service is for free no need to worry.
Alex: No, mike.
Alex: Yes, 19.95 per year that was I mean.
mike: first year is free? where does it say that? you have 31 days, then you charge $39.95 + $6.95 shipping
mike: from the trial page: 30 DAY FREE TRIAL Get your magicJack and one year of Free Local and Long Distance Calls. * On the 31st day you will be charged $39.95 plus $6.95 s&h
Alex: Okay, if our customers has a debit card account the card company will charged them after they have successfully ordered it. We are not charging the customers.
Alex: We could not handle how the debit card company do there transactions.
December 18, 2008 at 5:49 p. 12.
Yes, you are right. MagicJack does have some flaws: you have to have computer on, sometimes is less than good quality, bad customer service, et al. BUT, they are a new company. Was the Model T perfect when it was invented? If you still want a magicjack, you can save big buying at http://www.buymagicjackcheap.com I saved almost $10 and no hassles with MJs customer service…
February 20, 2009 at 5:49 p. 02.
Magic Jack customer service sucks. I tried it last year and let my subscription expire because the sound was too broken up to carry on a conversation. Last week my cable company did some work and found out that my signal was below acceptable levels. They fixed things up and now I have a great internet signal. The tech said that my Magic Jack would probably work now.
All I wanted was a few days of trial service to see if it really was my internet service all this time. Had I been able to get just a few hours of trial service I might be a life-long subscriber by now. However, I guess the online tech chat goes to India. They don’t get it, and they can’t do anything anyway, but waste your time.
I finally told the supervisor that he has probably lost a lot of Magic Jack business for the company and that I would blog this story for everyone to see. His reply was “no problem”.
If someone from the Magic Jack company sees this, it would behoove you to convince me that your product has value. I’m not going to sign up for a year without knowing if the product works. If it does work, you’ve only gained a faithful customer.
If you can get my trial period setup, please leave your email address or a website where I can contact you about this (no one from India, please).
Here’s the complete transcript of our chat session. Believe me, as long and nonsensical as it seems, the real thing was even longer – what a waste of time.
You are now chatting with ‘Lira’
Lira: Hello, how may I help you?
Richard : I let my MJ subscription expire because the sound quality was not good. Recently, a cable technician came out and said that the signal was sub-par. He worked on it and now I have a good internet connection. He said that Magic Jack might work now also.
Richard :
Lira: Hi Richard , thanks for bringing this concern to us.
Richard : Can I get a few days of service to test it and see if it is working OK now?
Lira: Please wait while I check that for you
Richard : If it works now, I will renew my subscription.
Lira: Great!
Lira: You can place an order through your online account:my.magicjack.com.
Richard : I don’t need the equipment – just the service for a few days.
Lira: Yes you can renew your service through your online account Richard without purchasing another magicjack device.
Richard : All I saw there were several pre-arranged packages.
Lira: http://my.magicjack.com
Lira: Please click that link.
Richard : It looks like the best I can do there is to renew for 19.95. I don’t want to do that until I know that it works.
Lira: Have you seen the extend license tab?
Lira: Okay
Lira: I do understand.
Richard : If you can’t set this up, may I chat with your supervisor?
Lira: May I have your magicjcac phone number please?
Richard : It’s 512-897-1067
Lira: Okay
Lira: Thank you for the information.
Lira: Please plug in your magicjack Richard.
Lira: Please allow me to assist you Richard.
Richard : OK, it’s upgrading now
Lira: Okay
Richard : I’m getting an error (3)
Lira: Okay
Lira: Please restart your magicJack by clicking on the “Menu”
Lira: then “Advance Users” then “Restart”.
Richard : OK
Lira: Thank you
Richard : Still getting error 3
Lira: Okay
Lira: As I’ve checked here in our end you will have that error message because your license is already expired Richard.
Richard : Can I chat with a supervisor
Lira: 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 ‘Evert’
Evert: Hi, this is Evert, one of the supervisors here.
Richard : Have you read the previous transcript?
Evert: Can I have your Mj number?
Richard : 512-897-1067
Evert: I cany find it
Richard : The service expired a couple of months ago.
Evert: Alright, if that is the case, then you must extend your license
Richard : Have you read the previous transcript?
Evert: error 3
Richard : From the beginning.
Evert: Okay, I also read it
Evert: no what do you want?
Richard : MJ did not work well enough to use. Now I think the signal has improved and I want to test it before subscribing again. Can I get a few days of free trial service to test it?
Richard : You may get a lifelong subscriber if it works OK now.
Evert: No\
Evert: You need to extend your license
Richard : Then I will just forget it and send this chat session to the president of MJ and tell him how he lost a lifelong subscriber because you guys don’t know what you are doing.
Evert: It is up to you, make it sure you have read our terms of service
Richard : I would like to chat with your supervisor.
Evert: You are talking to SENIOR supervisor
Richard : Then let me chat with the owner.
Evert: Nope, you cannot, i am sorry but even you will talk to them, i am sure they will not grant your request
Richard : You guys have probably cost Magic Jack a lot of business with your incompetence. I will join the other bloggers in trashing Magic Jack. I guess I should have listened to them in the first place.
Richard : Bye
Evert: Okay, no problem
Evert: Bye
Chat session has been terminated by the site operator.
October 13, 2009 at 5:49 p. 10.
i think Evert is right.. You have to read the terms of service