- Report: #1094988
Report - Rebuttal - Arbitrate
Complaint Review: Majic Jack
Majic JackP.O. BOX 6846 West Palm Beach, Florida USA
Majic Jack USELESS DEVICE AND CUSTOMER SERVICE West Palm Beach Florida
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Spent over 7 hours on Sunday, Oct 27, 2013 online attemptig to resolve my Magic Jack issues with no results whatsoever! This was a horrible experience! The robo representatives kept passing the buck. I was attended by 7 different techs and none of them could fix the problem.
At one point they requested permission to take over my computer remotely, to which I agreed. After performing several tasks on my computer and asking me to test the MJ again with negative results, he left my computer running on "command prompt" mode for about 45 minutes. I soon found out that he was no longer on line.
I contacted them on line again, b/c they offer no customer support phone number. Spent another couple of hours with another representative who proceeded to ask the same exact questions as the previous techs. I informed him that the proceedure he was requesting me to perform had already been done.
They proceeded to transfer me again to another "top notch" tech who went through the same exact proceedure again. At this point I told them that I was fed up and that the MJ did not work as promised and that I demanded a refund. Of course they refused.
I asked if it was not possible for the MJ to be defective and they said that the device was fine and that the problem was on my end, specifically my anti-virus software. When I informed them that I had no anti-virus software, they said that most likely it was a problem with the security settings on my modem or router. This didn't sound right to me, so I asked them to explain how they determined that my modem or router could be the problem if my internet was working fine? They gave me some bs excuse and convinced me to reboot both devices. I also reminded them that if I rebooted the router and modem, I would lose my internet connection and my chat session. Ray assured me that by keeping the chat window open and referring to a ticket number, he would pick up where we left off.
Of course, once the reboot was done, Ray was no where to be found. Naively, I signed back on to MJ customer care and initiated another live chat session, this time with Blake. He asked me the same exact set of questions as the other techs did and requested permission to allow them to take control of my computer again.
I refused and demanded they refund me my money or send me another MJ, to which he said they could not issue a refund b/c I was past my 30 day trial period. If I wanted another MJ, he would have to charge me $11.95, but kept insisting that the MJ was not the problem. He insisted the problem was my computer set up.
Bottom line, don't purchase this device. It worked fairly well for the first couple of years, but even from the beginning I experienced echoing, calls would drop and the quality was horrendous.
This report was posted on Ripoff Report on 10/27/2013 05:59 PM and is a permanent record located here: http://www.ripoffreport.com/r/Majic-Jack/West-Palm-Beach-Florida-33405/Majic-Jack-USELESS-DEVICE-AND-CUSTOMER-SERVICE-West-Palm-Beach-Florida-1094988. 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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