MagicJack product sucks and then just like magic they vanish into thin air! Palm Beach Florida

I have been with magic jack for years now and it worked from the get go. Then it started to not be seen by the computer. after much work buy tech support they gave me a new one even though it was out of warranty. recently ,my MJ would work on another computer but not my desktop. I spent a great deal of time with tech support and then I had them take control of my computer and a few screens opening and closing later Bam I had my phone back. Could not be happier. Other companies I have delt with say "it is a problem with your computer not our product". Not with Magicjack they fixed my computer problem. I will use magic jack for as long as they stay the leader in VOIP. 

I own(ed) an original Magic Jack, and had purchased the 5 year service.  When Magic Jack + came out, I looked into it, but did not purchase it due to the fact that the contract time could not be transferred to it.  (And that it cost almost double what the original did.)

Magic Jack (in an effort to get people to upgrade) finally allowed the time transfer, notifying people by the dialer program.  I upgraded with no difficulties, and the contract time transferred over.  The only downside that I saw was that the contract extensions had gone up in price by $10.00 / year.  This is still a bargain compared to a monthly phone bill.

It's interesting that the Magic Jack inventor Dan likes to share (comment above) his pithy life philosophies and steak eating parables rather than addressing the specific customer issues in this thread.  He then uses the rest of his post to simply market his company.

Yes, Dan, you are "at a loss" why all these people could not have possibly "paid a cent" when you are not even reading their posts and addressing the details.

I have read some of the complaints here today along with Dan's who claims to be head honcho. I have several suggestions I'd like to contribute. First of all, I think Maigc jack should create an express load programing where you just click on "install"and it does the rest. There are a lot of unsavy computer owners that do not possess the skills for custom installation! Secondly, you get what you pay for!! Some of these complaints are over the top! It's like walking into a multi car dealership and paying for a Kia and expecting them to deliver a Mercedes. it's just ludicrous! I don't have the product so I can't comment about it's quality personally however, both my daughter and son have them and their only complaint is the fact you can't use the computer while talking on the majic jack??? Again, neither of them are computer programers so there may be a means of accomplishing that task. I don't know! Other than that, they both like them and we don't seem to encounter any issues calling them nor do I ever get billed from my phone provider for any services calling them. That issue may lie with folks calling off shore. any phone company including your cell provider has an entirely different billing schedule for off shore calls and it can be very very expensive depending on the country!! I can assure you that in my experience, and I have resided all over the country as my employment took me, that you will not find phone service for $20 a year anywhere in the US!

I purchased the MJ a little over a year ago, and have been fairly pleased with it's performance (although dropped calls and poor quality have occurred). The reason I am posting is to give existing MJ customers a warning: do not fall for the "upgrade" scam and purchase the newer MJ model (the one that does not need a PC) if you have existing time on your service contract with MJ. I purchased the 5 year plan a year ago, and recently purchased a new MJ model. I was not aware, though, that I would not be able to transfer my remaining 4-years of my existing plan to this new "device". I contacted customer support chat, and that convo log is pasted below for your amusement.

In a nut shell, the new device offers a better way to connect to the Internet (no PC needed), but if you are an existing customer, with a long service contract, there is no way to transfer this service contract to the new device. Terrible!! FIX THIS ASAP!!

convo:
Please wait for a site operator to respond.

You are now chatting with 'Raymund'

Your Issue ID for this chat is XXXXXXXXXXXXXXXX

Raymund: Hello, how may I help you?

Keith: hi I just upgraded my magicjack to a plus and would like to transfer my 5 years of service to the new device please

Raymund: Please allow me to inform you that there is no option to transfer your 5 Year Plan from the old magicJack device to the magicJack PLUS since they both have different 5 Year Plan prices and start of
service.

Keith: so you cannot transfer my remaining service contract from my old magicjack to the new one?

Keith : plus they have the same prices

Raymund: That option is no possible, Keith.

Keith: I paid 99 dollars for the old 5year plan

Raymund: You paid $69.95 for that, Keith.

Keith
Price: so why would I WANT the new magic jack if I cant utilize my current service plan? Or  do you expect me to upgrade to the plus, then buy a NEW 5 year plan, and then do what exactly with my old 5 year plan? hmmm?

Keith : ok so can I pay the difference to upgrade to the new plan with the magic jack plus? so that would be 30 dollars?

Raymund: Please allow me to inform you that the magicJack PLUS is not to be considered an upgrade since both devices have been sold seperately. The Plans to them is non-transferrable.

Raymund: You have agreed to our Terms of Service the first time you have signed up for the magicJack service, Keith.

Keith: ok that is awesome customer service....you might want to let current loyal Magicjack customers who would like to upgrade to the Plus know that a little better other than in some TOS....I will make sure I let everyone I know that uses magicjack NOT to upgrade, and I will be returning my plus, could I please have a RMA number for my plus?

Keith: everything on the website and an email I received indicated "Upgrade to the NEW magic jack PLUS!"....that indicates an upgrade for current customers....I will be reporting this to the FCC as well and maybe a few other agencies....

Raymund: I understand how frustrated you are regarding your inability to transfer your magicJack Years from to the magicJack PLUS. And as to please inform you that the magicJack PLUS device works exactly with the magicJack standard only that the no computer needed functionality is the difference between the two.

Raymund: What is being meant to that upgrade is to inform you that you don't  have the right to claim credits from your magicJack standard to the PLUS.

Keith: yes, and I paid 90 dollars for the new device, I did not receive any new service that would cost more to magicjack

Keith : so you are saying that the 99 dollar, 5-year service plan is somehow better quality than the service plan I already paid for?

Raymund: It's not better quality, Keith. They both have the same quality.

Raymund: Please allow me to inform you that the only difference between them is the no computer needed fucntionality for the magicJack PLUS and that makes it cost more than the regular magicJack.

Keith
Price: ok, so what is the justification for the 99 dollar 5 year plan for the PLUS over the current 5 year plan I have remaining?

Keith: I understand the cost difference in the DEVICE, based on functionality differences, but that doesnt explain, other than trying to bilk customers, why magicjack wants me to buy a new 5 year plan for the PLUS when I already paid for a 5 year plan a year ago....why would I need 2 FIVE YEAR PLANS :)

Raymund: Okay, Keith. Please allow me to explain further.

Keith: shoot me some good info there chief

Raymund: Okay, Keith. Each magicJack device has it's own start of service and expiration dates.

Keith: so, when the 5-year plan on my original MJ runs out I cannot extend the service on it? I have to buy a new MJ?

Raymund: That means that your old magicJack device Plan won't and cannot be applied or transferred to a magicJack PLUS, Keith.

Raymund: The justification as I have said earlier is that they were both sold as diferent devices, Keith. And all credits and purchases to both devices is subject to be non-transferrable.

Keith
Price: ok, so what you are saying, is that customers like me, who bought the old magicjack, paid for 5 years of service up front, really should NOT purchase a new MJ PLUS until the old 5 year plan runs out? The reason I ask this is because WHO WANTS TO PAY FOR 2 5-YEAR SERVICES? In essence, you are saying "Thank you
sir/madam for being a loyal customer in the early days of magicjack, but now that we have a new, better device, we don't really give 2 s@#&s about you, as you are clearly a sucker who we will exploit along with all the other a$%(oles who just bought another magicjack, and now must pay for 2 separate service contracts".....

Raymund: That depend's on the customers prerogative, Keith.

Keith: please give me instructions on how to return the plus, and I will be sure that word gets out about this, it is really my fault for not reading your TOS......

Keith: so MJ's mantra is "SAVE MONEY ON PHONE BILLS", but at the same time "BUY 2 REDUNDANT SERVICES" :P

Raymund: Thank you for waiting. I'll be with you in just a moment.

Raymund: I understand you part, Keith. Even transferring the credits from a magicJack PLUS to a magicJack standard is not allowed as as well.

Raymund: Okay, Keith. I apologize for the inconvenience that you encounter but you can still enjoy using your magicJack PLUS with your old magicJack device. Are you sure you will be returning your magicJack?

Keith: I want to return the magicjack plus as I will not pay for another 5 year service....

Raymund: http://my.magicjack.com/returns.html

Raymund: Alternatively, please try to click this link below instead.

Raymund: CLICK HERE TO RMA FORM

Keith: have a great day! :P

Raymund: Are you leaving now, chief?

Keith: lol yeah take care matey

Here's the rub. You most likely are going to encounter an issue or problem and when you do you will be sorry you ever bought a MagicJack. The only "live"person you can speak to is if you have a billing question only. Forget talking to anyone about anything else. Oh sure there's a live person you can "chat" with online where everything is typed out by you and the person on the other end. Patent responses  like "Let me look into that" will start flying off at you as if these are messages that are preprogrammed and spat out at you with one keystroke. I've only had the MJ Plus for about a month and have already had to use these frustrating waste of time chats 4-5 times. One time I waited for 45 minutes or so and kept getting the same message that someone would be with me shortly before I finally got someone I could "chat " with online.  At the same time I was on hold to talk to their billing department for half an hour and tried to cancel my MJ. They said it had to be returned by the 18th even though the 30 day trial was good for another week or more.

More than likely the individual you will be chatting with will not be able to help you and they will pass you off to one of their "top 10% agents". It almost appears the goal here is to get you so frustrated that you give up so they can then get on to the next frustrated customer and start the process all over.
 
The irony of there being no live person you can call by phone for technical support when their product's primary use is to make and receive phone calls should be lost on no one.

You think that is by design, perhaps? I'd bet my sweet keister it is!
 
I had trouble porting my landline number over but after much time spent on my end it finally happened. Today none of the phones in my home had dial tones and I did not hear them ring from an incoming call however calls were still being received by the MJ and voicemails were being sent to me via email (which by the way is a neat feature-however there should be a way for me to customize my greeting. I really don't like people who call me to get a computerized sounding voice that says "The MagicJack customer you are calling...blah blah blah..." It sounds very cold and seems to also be design (another adverstisement for their product) instead of being a warm personal greeting. I've had many friends call my cell number because they thought they had dialed the wrong number when they got that recording. After messing around with the MJ and chatting online I finally got it working today but there again I just wasted another hour of my life today and I've only been using the MJ for a month so at the rate I'm going (if it stays at the current rate of wasted time/month) it's going to cost me 50 hours/ year. How much would someone have to pay you for 50 hours of your time? I'm only saving a little over $300/year by using MJ and I can guarantee you my time to me is more valuable than $6/hour.

Also if you have a home alarm system that is centrally monitored then an MJ will most likely not work. It didn't work at my house when I set off the alarm and I  tested it to see if I received a call from my alarm company, who calls like clockwork within 15-30 seconds of me setting off the alarm. You will most likely have to get wireless monitoring service which starts at about $10 a month-so factor that in when you're calculating those amazing savings you'll be getting.

In addition, do your homework on whether 911 service will work or not before you buy this product. I'm still not certain if I dialed 911 from my phone if anything would happen.  

Bottom line- if you're the type of person who will drive across town to save a dime on a loaf a bread and never factor in your time , the cost of gas, wear and tear on your car or chance you may be killed in a car accident then you will most likely love this product. However if you are someone who values your time and can easily recognize when something is too good to be true than you will most likely despise this product and will probably end up reverting back to your old carrier. Save yourself the time, money and headache. Until they offer an actual live person you can talk to over the phone for tech support, avoid this product. 

UNPLUG the jack every time your spyware updates itself.  I only found that out thru the *unofficial* MJ forums.  Other than that; I LOVE IT!!  I just wish i could call all over the world 4 free; but that would cost me $$$.    I brought the 5 year plan , which averages to be about A BUCK A MONTH!!!  And that's 4 both local AND long distance (as long as it's in N. AMERICA).   

MJ should warn people there are some service areas that this device will not work with. When I call my sister, who lives about 25 miles from where I do, I get the message that you do not have an agreement with the phone company in that area; when I call my brother, about 45 miles away, it doesn't ring through; when I click "send" I get the dial tone.  The "fix" did not work for me either. For the numbers it does work with, I have to say it is "off and on" - sometimes it works and other times it doesn't. It's far from reliable.

I had a defective unit, and after a few trials with the "live" help, I emailed "Dan" and got an immediate response.

The company rep walked me through a couple of steps then proceeded to send me a replacement unit at no charge. Nor was my care "re-billed" for the unit.

Once the new unit arrived instructions for transferring my account to the new unit went as described by the rep.

I have had NO problems with my service other than a unit that was defective. But was promptly taken care of and am very happy with my service.

I have had the competitors VOIP service and MagicJack has performed admirably. I know they will improve on service as they grow.

As with any start up there may be bumps, but don't count MagicJack out, they appear to be in for the long haul. And they have my service. It's nice to be able to take my phone with me.

I have had Magicjack for 7 months now and it works great! I use it everyday. I've had no problems with it. Only the usual problems with inferior ms windows. I think a lot of these claims could be made up by people who make a commission on selling "their" pay every month service. I had several verizon reps try to pressure me to switch to verizon, and I told them if they can beat the price, contact me then. Period!

This product isn't phone quality (period)... but it does work, its comparable with most cell phones.

I've had no problem installing in on any machine I happen to sit down at.

I have been using Magicjack for three months now, and think it is great. I even canceled my regular phone service and am using Magicjack only.

I must admit that at first I had a little trouble, dial tone but no connection, not receiving calls, echoes on the line, entering an account number on an automated call would not be interpreted correctly by the receiving system, etc. But, working with the support center and running updates and upgrades we were able to correct everything. The voice quality is now just as good as any phone I have ever used, and entering account numbers on automated calls is no longer an issue.

Before, I would not have suggested that anyone not comfortable with computers get one, but now I think any one who knows how to connect to the web can get the Magicjack to work without any problems.

My only suggestion to Magicjack is to either notify users when an update or upgrade is available, or roll out updates like Microsoft, without user's interaction.

I have to say first off I was a little hesitant on purchasing the MagicJack because of all the negative feedback. However I am the type of person who 90% of the time give a shot.

Well I did I ordered the MagicJack on March 21,2008 and about an hour later I got the confirmation e-mail. I got another e-mail on March 22,2008 stating my order was shipped out and I had a delivery confirmation and all, so needless to say I was very impressed so far. I received my MagicJack on Tuesday March 25, 2008. I immediatly opend it with excitment and read and followed directions. well that didn't work out so well I was not able to download the softphone. Well I get online with tech support and chatted with an agent which I have to say to be honest their performance is "lacking" for better ways of saying, everything was"pre-entered responses"

Well I waited for a few hours like I was advised and finally I got it downloaded. but when I got to the registration process it kept giving me a waring letting me know that MagicJack could not connect to the server, well I have been very patient. I get online with tech support again. The same pre entered responses, they told me that they are upgrading servers to give it a while at this time I was getting upset because we all know 30 days goes pretty fast LOL. Anyway well I look on here at rip off report and I saw one of Dan's rebuttal's with an e-mail address, so I quicky e-mailed Dan the inventor and I would say about 30 minutes later I get an e-mail back from him telling me that I can register. Well I was trying and trying so what do I do I e-mail Dan back again and told him it's still not working.

I get another e-mail from one of his assistants in the tech support department but now it was from the corporate office. He was very helpful, and I am the type of person where I would rather talk than e-mail so we finally figured out the problem my firewall was blocking it from coming through, Richard was the one I spoke with I want to give him credit because he did a wonderful job helping me configure my firewall so I could allow MagicJack to come through. So all in all I wanted to say a big thank you to both Dan for helping and being so nice, and Richard for being patient and a job well done!

So I guess the moral of this story is in the begining I was a bit frustrated because all this time I thought it was them but in my situation it was on my end. And I wanted to express in a positive rebuttal that the MagicJack does work just have patience.

Ohh and if Dan does read this I appreciate all that you did to help me you were so kind as well as Richard, and I think it's time to hire some work at home mom and dad's to help out with the customer service and tech support, just my opinion

My name is Dan Borislow and I am the Inventor of the magicJack. I have read the various posts. Brief History. At The last company I started we received a JD Powers Award. We sold 4 million customers AOL Long Distance. The present company is rapidly growing and we have made huge advances since we launched out of Beta on Jan 9th-this year.

My suggestion in Life, you must want to help yourself, to better yourself and help others.That is what we do everyday. Our customer service reps are graded every time they make contact with a customer. They are being graded 1-5 and are receiving a 1 or excellent over 50% of the time.This has gotten better very quickly. We are about to have 80% of the Phone numbers in this country available, and we did something nobody else has done, we are offering them to keep their old numbers and receive a new one if they want it. The list of values are enormous .

To keep 95% of the people happy, their will be sacrifices for the 5%, but we try and keep them at a minimum.Fortunately for everybody,we are providing a 30 day Free trial,which you get absolutely free local and Long distance with a no questions asked return policy.I am at a loss,how anybody can say we are ripping them off,when they never paid a cent.This is liking eating a Big Old Steak at a restaurant,saying you did not like it when you were all finsihed eating it and not paying for it.Seems like a good deal to me. I do this ,because I know you will lLove what I invented and put $25 million into. Email me, we will make and keep you happy if you are not already.