• Report: #988943

Complaint Review: MagicJack

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  • Submitted: Sun, December 30, 2012
  • Updated: Sun, December 30, 2012

  • Reported By: Doug — Portland Maine United States of America
MagicJack
5700 Georgia Avenue West Palm Beach, Florida United States of America

MagicJack US Calls No Longer Free West Palm Beach, Florida

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After I found out that I couldn't dial a 503 number from
magicjack I went on internet chat with Magicjack's customer service. Below is
my chat log:


Please wait for a site operator to
respond.
You are now chatting with
'Elaine'
Your Issue ID for this chat is
LTK554088426129X
Elaine:
Hello, how may I help you?
Douglas:
Why am I not able to dial out of state?
Douglas: I
used to
Elaine:
Hi Douglas
Elaine:
May I have first your magicjakck number please?
Douglas:
602-559-1740
Elaine:
Thank you
Elaine:
Please wait while I check that for you
Douglas: I
keep on getting a message saying if I need to dial a platform or meeting I need
to purchase more minutes.
Elaine:
Thank you for waiting. Are you trying to call a private,
conference number or a government number?
Douglas:
Just a telephone number that leads to a residents.
Douglas:
There isn't nothing special to that number.
Douglas: It
would be like me calling my cell phone with that number
Elaine: I
see.. may I know when did the problem started?
Douglas:
tonight
Elaine:
okay, please dial 1 before the area code and check if it
works
Douglas: I
just called my own cell phone with no issues.
Douglas: I
am still getting the same issue
Douglas:
when dialing 1
Elaine:
please try calling another number and check if it works
Douglas: I
just tried another number and got the same problem
Douglas:
The message starts off "To call a conference line....."
Elaine:
The number you tried calling might fall under a certain non-ILEC
area calls.. and we may require prepaid purchase and/or we may charge you for
certain non-ILEC area calls, calls to conference lines and platforms or any call
wherein we incur a cost from another carrier..
Douglas:
There are some cases when I get busy signals when dialing some
of my numbers. The numbers that I do dial have call waiting.
Douglas:
That's crap. I had called that same number before with Magicjack
with no issues.
Douglas: I
am subsribed up to 7 years I should'nt have to paid extra for what had already
been advertised to me that I can all anywhere in the US and Canada.
Douglas: I
will not spend the remainder of those 7 years dialing within just my own
area.
Douglas:
How is this problem going to get solved?
Elaine:
Please know that these rates are at a substantial discount to
Verizon rates and the other largest carriers and are the wholesale rates of the
largest carrier.
Douglas:
But when Magicjack advertise that you can call anywhere within
the US and Canada it should mean that you can. Without having these surprises
happening later on down the road in the middle of the subscriber's subscription.
I would think that would nearly fall under false advertisment. Social Media is
going to have a feild day with this.
Elaine:
Correct but it happened recently we may provide for a fee,
premium prepaid services, which may be powered by YMAX Communications Corp.
(YMAX), and may include some inbound, international, conference, platform and
outbound calls that receive a recording and certain calls to non-ILEC areas, and
the rates for those services will be governed by listed price lists or
tariffs.
Douglas:
No, That's just plain non-sense to have to pay a fee. All of
this should've been ironed out way before Magicjack was released to the public.
Now I am being told that in order for me to dial an number that I had been
calling for many of time that I have to pay an additional fee on top of a
subsription that I already paid for.
Elaine:
Thank you for waiting. I'll be with you in just a moment.
Douglas:
Just recently Magicjack already raised their rates. I can only
imagine how many more people this is going to effect before something like this
gets way out of hand
Douglas:
?
Elaine:
I'm sorry for the delay. I'll be right with you.
Elaine: I
understand but it also happened to some people and they do hear the same message
when they dial wherein we incur a cost from another carrier
Douglas:
What are they doing to prevent it from happening?
Douglas:
Was there a solution that had been handed to them if so what was
it?
Elaine:
For you to complete the call, you have to prepay the minutes in
your account..
Douglas:
No, I'll pass on that. I guess I may have to wait for my
subscrition to run dry and find a different vender.
Elaine: I
understand if that is your decision but please know that these rates are at a
substantial discount to Verizon rates and the other largest carriers and are the
wholesale rates of the largest carrier.
Douglas: I
just don't take to kindly to false advertising. When a someone say that you can
call anywhere in the US and Canada with your subscription you should beable do
just that without any hidden surprises later down the road.
Elaine: I
will be right with you.
Elaine:
Thank you for waiting. I'll be with you in just a moment.
Elaine: I
will be right with you.
Elaine:
However you may refer In the Terms of Service:
magicjack.com/tos
Elaine:
Agreement Number 4. What Is Free and What is Not:
Elaine:
"We may require prepaid purchase and/or we may charge you for
calls to conference lines, platforms and certain non-ILEC area calls, or any
call wherein we incur a cost from another carrier."
Douglas:
Why isn't all that put up front and center on the website
instead of hidden some where in the TOS where hardly nobody including myself
hardly reads it? I see there maybe a change of marketing in the future.
Elaine:
I'm sorry for the delay. I'll be right with you.
Douglas:
some poor old lady isn't going to understand all of that.
Elaine:
I'm sorry for the delay. I'll be right with you.
Elaine: I
will be right with you.
Douglas: To
break it all down the Front end of the website says something totally different
from the TOS Agreement number 4. How many of us really read the TOS anyways when
there are in big bold letters in the front of the website free international
calling free national calling?
Elaine:
please know that Call from your magicJack from any country to
the U.S. and Canada and the call is free, but Call from your magicJack to
another country, other than the U.S. or Canada, and you must prepay for
international minutes.
Douglas: I
was only calling 1-503-859-xxxx from within my own country. The number is just
to a resident's phone.
Douglas:
This number is within the US
Elaine:
Thank you for waiting. I'll be with you in just a moment.
Elaine:
Thank you for waiting. I'll be with you in just a moment.
Elaine: I
am transferring you to one of our top 10% agents as rated by our customers.
Please hold while I transfer you.
Please wait while I transfer the
chat to the best suited site operator.
You are now chatting with
'Roxy'
Your Issue ID for this chat is
LTK554088426129X
Roxy:
My name is Roxy. To better assist you, let me put
you on hold while I read your previous chat/s. Thank you.
Douglas:
ok
Roxy: One
moment please...
Roxy:
Thank you for waiting.
Roxy:
May I know if you can't make calls to certain
local numbers?
Douglas:
That's right, I am not able to call any certain local numbers
outside my own area code within my own country. "US"
Douglas:
The numbers that I am trying to call only goes to a
residents
Roxy: One
moment please...
Roxy:
Thank you for waiting.
Roxy:
May I know the exact message you can hear when
calling those numbers?
Douglas: To
call a conference line or a platform please visit us at my.magicjack.com/prepaid
to purchase prepaid minutes
Roxy:
Please wait while I check that for you
Douglas: I
am only trying to call a house phone
Roxy:
magicJack can call for FREE within the United
States and Canada. However, since you've been prompted to purchase pre-paid
minutes, the purchase will be necessary to complete the call. In some
circumstances, we may require prepaid purchase or we may charge you for calls to
conference lines, platforms and certain non-ILEC area calls, or any call wherein
we incur a cost from another carrier.


Douglas:
How does the number I am trying to call fall under that
category?
Roxy:
Their carrier line is asking payment from our
end.
Roxy:
We incur a cost from another carrier.
Douglas:
Then future subscriptions should beable to absorb that cost.
This way people like I don't feel put out.
Douglas:
What's the point of raising subsriptions prices with the
subscribers still have to pay a fee for making a phone call?
Roxy:
Sorry to hear that.
Douglas:
Who else can I talk to make a change?

This report was posted on Ripoff Report on 12/30/2012 10:48 AM and is a permanent record located here: http://www.ripoffreport.com/r/MagicJack/West-Palm-Beach-Florida-33405/MagicJack-US-Calls-No-Longer-Free-West-Palm-Beach-Florida-988943. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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