Magic Jack No Magic here, Jack! Internet

I purchased a MagicJack Plus on November 29, 2013 for $69 at my local Meijer store. During online registration of the device, I purchased the 5 year call plan which totalled $107. I did this based on a positive experience a friend has had with this device, even though on-line review are quite mixed.

I followed all installation and registration directions carefully, and while the device was connected to tecomputer at a USB port, there was a dial tone and all seemedwell.  I then followed directions to connect the device directly to the router,and that was the beginning of the end.  Phone was as dead as it was before I started.

I went to the web site, searched FAQs, followed instruction, but to no avail. I initiated on-line chat. 90 minutes in, I was told to restart thecomputer--thus closing the chat session--then insert the device which would automatically reload and problem solved. I did, but it wasn't and guess what? in the 5 minutes it took to do that, the chat line closed for the evening. Plus,  it didn't work.  Hmm...

Today, I tried again. 4 HOURS and 5 AGENTS LATER...I was told I had a defective unit, exchange it for a different one, which I did. I was told to log in with my existing e-mail, password and phone number, and 5 year plan would automatically credit to the new device. WRONG. On top of that, IT STILL DIDN'T WORK!

(Sorry. No more shouting) So, back to online chat/tech support. The first agent promptly transferred me to another one who informed me that the remainder of the 5 year plan (that would be ALL OF IT!) could not be transferred to my new device, I needed to buy a newer and improved 2014 Magic Jack Plus if I wanted to do that. All along, through 7 agents I was crystal clear that I had a regular Magic Jack Plus, not a 2014. I was clear about this with the previous agent, the one who said everything would transfer, a top 10% agent according to them--that I had a regular, not a 2014, Magic Jack Plus.  None-the-less, the agent told me the plan would transfer. It didn't, and the new top 10% agent said it couldn't. Buy more equipment, he said. SMFH.

At this point I just said forget it, I needed an immediate refund to the credit card I used for the purchase of the 5 year plan and asked when I could expect it. I got a non-answer--that he would have to file a complaint report and it would have to be reviewed and IF it was found to be a valid complaint, it SHOULD then be processed within 1 to 2 business days. I then asked whom I should contact if there should be a problem, and guess what? ON LINE CHAT! Holy Moly.

I'll let you knowhow this turns out. Meanwhile, I have no phone and can't do anything about it till I get the refund. Amazing how businesses can get those payments in a nanosecond, but they can sure take their time with refunds!  Besides, No one should have to review anything since the last time I checked, a consumer had the right to cancel a contract without reason or penalty, for 72 hours after entering into the agreement. It's not even an object they might need to inspect--just a service agreement, a mark in a checkbox. I'll take the object back to the store tomorrow for a refund, which I will get on the spot.

On the positive side, the agents on chat were pleasant and professional during our interactions.