• Report: #727359
Complaint Review:

Magic Jack

  • Submitted: Mon, May 09, 2011
  • Updated: Mon, May 09, 2011

  • Reported By: B12EXCEL — HOUSTON Texas United States of America
Magic Jack
P.O. Box 459 Drums, PA 18222 Internet United States of America

Magic Jack Actual services as expected, Billing & Customer Service is the worst I have experienced in my 12 yrs. in Telecom. Internet

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I have used MagicJack sence the very beginning and for the most part I got what I expected. A very low end SIP device and cheap service that would required you to have very high bandwidth to recieve close to toll quality service. I was cool with that. I was cool with the company because I was getting what I expected.

But what I did not expect was the total nightmare that transpired because I needed to port numbers from MagicJack to a cellular carrier. Here is the nightmare. I put a port request in on 4/23/11 for two numbers that I had with active subscriptions. One I just redid before the port and the other 2 months before. This is where the fun begins! I had to actually sit on chat with magicjacks incompetitent customer service and there so called "top 10 %" customer service reps on 4 different occasions totaling 10 hrs. Once the port request finally went through on 5/6/11 ya something that normall takes at max 72 hours took them 14 days. Also as soon as the port request was completed there wonderful "automated system" took my active subscriptions and made them deactivated. So of course I figured this would be an easy fix right, get chat going again and then have them reactivate my account. HA! the red dot special told me I would have to repurchase my subscriptions to activate my all ready paid for subscriptions.

I have the chat window saved as a jpeg. Love that snipit tool!! here is the chat in its entirety.  

Please wait for a site operator to respond.
You are now chatting with 'Marionne'
Your Issue ID for this chat is LTK436021656603X

Marionne: Hello, how may I help you?

David McComas: I have two magic jack available number subscriptions. I ported those number over to a cellular line and need to choose two new numbers. The system will not let me do that and is asking me to re-purchase.

Marionne: Can you please be more specific?

David McComas: The numbers where xxx-xxx-xxxx and xxxx
Marionne: Please wait while I check that for you

David McComas: ok

Marionne: One moment please...

David McComas: ok

Marionne: Thank you for patiently waiting.

Marionne: As I have checked here in our end. The Phone Number has already been revoked since you were not able to renew it within 90 days.

David McComas: HUH

Marionne: One moment please...

Marionne: 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 'Faye'
Your Issue ID for this chat is LTK436021656603X

Faye: Hi This is Faye, Let me assist you for this matter. I will review your previous chat. Please hold for a moment.

David McComas: Ok

Faye: One moment please...

David McComas: ok

Faye: thank you for waiting David, did your new carrier gave you any errors on why the order won't go through?

David McComas: It all ready has 100%

Faye: what do you mean?

David McComas: I just need to be able to select new numbers without having to pay again.

David McComas: My numbers porting over to ATT/Cingular

Faye: so you are choosing a new number for ATT/Cingular?

David McComas: Both subscription numbers are still active by payment but when the numbers ported over to ATT/Cingular it then made it deactivated. Because your system is setup to be automated I can not choose new numbers until I pay again. I should not have to do that.

Faye: I see, so you want to use your magicjack again, but you have ported out your only active number from your magicjack to your Att.

David McComas: yes

David McComas: I was never told that I would have to select a new number before I ported over.

David McComas: Looks like they need to fix some kinks in your porting procedures and operations. More automation coding. ;-)

Faye: that is normal David, you have transferred the ownership for that number from us to your other carrier, so we don't own that number anymore. but you can just register your magicjack again and select a new number (with the same area code and prefix)

David McComas: I have tried. Keeps sending me to the renewal page. I need my accounts activated again.

Faye: a part from having to choose another number, you will also need to renew the service.

David McComas: Now all they have to do is do another 'if then else' form portcompletechoosenewnum, 'then' run activate.php.. Really are you kidding me? The accounts were good for another year on one and about 10 months for the other.

David McComas: I was never told that!

David McComas: It is not posted on your FAQ!

Faye: One moment please...

David McComas: I suggest to find a manager, get him to give you two redemption codes for one year.

David McComas: Either that or I want my money back and you can have your usb sip devices back.

Faye: I fully understand David, but the service for the number was already been deacitvated since you have no other phone number registered on your mj account,  the only way to use your mj again is to renew again, and just choose a new number\

Faye: I believe that I have already provided you all the information needed; I would like to ask permission to end this conversation with you. Thank you.Since we haven't heard from you, we must release this chat. Please click here should you need further assistance: www.magicJack.com/techchat

Not even one second passed and she/he/it dropped the chat session. I was floored I could not believe that a company that is trying to make it's way would do that. So I called there billing department number that showed up on my billing statement to see if they could correct the error. HA! One more time, slapped in the face by a call center red dot special again. This time the person was either just plain ole stupid or just playing like it. I had to repeat myself because he kept getting the information I was giving him wrong and then I asked him to give me a manager or someone who understood what I was trying to tell him because he was waisting my minutes on my cellular. A second passed and next thing I heard was nothing! The guy just sat there on the phone
and tried to pretend we were having a can you hear me now moment. So in conclusion dont do business with this scumbag of a company. Not only is he sending jobs outside of the US his business practices are not accidental they are deliberate and completely evident when you spend as much time on chat and the phone as I have with his "procedures" and "policies" they must follow. Heck they are probably paid extra spiffs to deny refunds or fix there obvious errors. I only wished that jack@$$ lived in the greater H-Town area I give him a visit and instruct him on how you are supposed to run a help desk, customer service, and billing department. (A little thumping might occur as well) but instead you might as well put NFL (Not for Long) before your name Mr. Magic Jack because your company is going to dissappear. For someone with intelligence you my sir are an idiot!

This report was posted on Ripoff Report on 05/09/2011 02:48 PM and is a permanent record located here: http://www.ripoffreport.com/reports/magic-jack/internet/magic-jack-actual-services-as-expected-billing-customer-service-is-the-worst-i-have-ex-727359. 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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