• Report: #961254
Complaint Review:

Magic Jack

  • Submitted: Sun, October 28, 2012
  • Updated: Mon, October 29, 2012

  • Reported By: McNeer Dillon — Greenwsboro North Carolina USA
Magic Jack
The company conceals this Internet United States of America

Magic Jack Company operates entirely on the internet Misleading sales claim; unjustified additional charges , Internet

*Consumer Comment: Magic Jack

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Magic Jack +  agreement is misrepresented. One buys a device that bypasses the computer and uses voice provides VOIP telephone service over internet and at the same time receives a one-year subscription for telephone service. You pay only once per year for ordinary calls in the USA.

Magic Jack has started posting a voice message that minutes must be purchased at a website for conference calls and other calls. Magic Jack only allows telephone conversations with the Billing Dept. They have a "Live Agent" chat service for problems which usually cannot be solved. The last problem I had with the live agent dealt with the fact that I could make no call without being stopped with a voice message telling me I had to buy minutes.

I was not making any calls out of the ordinary local and long distance calls that I had been making for 9 months. In the last 3 months of my subscription they intend to require me to buy minutes  for these calls because they are suddenly clasified as special category calls.

The live agent chat sent the following message:

Allana: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.

My calls to a local phone number in Greensboro, NC and to a friend in St. Louis, MO have never fallen into those categories for the last 9 months, but now MJ+ will not complete these calls unless I go to their website and buy minutes. This breaks their sales agreement with me. Their live agent will do nothing about it. If that message appears when I dial a number  then my call must be in one of those special categores. Something is wrong with their system and they refuse to investigate the matter further.

I am not certain whether their pseudo customer service and technical support are always incompetent or whether the management causes the message to appear when I dial and direct their live agents to respond in this manner. I sus pect it is both. The service is incompetent and the management perpetrates a scam. 

I have contacted different live agents several times and got the same treatment. I have told the last two that I thought it was a scam. They all replied ", OK this is what I must do. It is all I can do."

I am warning friends and other people not to do business with Magic Jack. I am quitting using it.

The sales person at Radio Shack says he hears numerous complaints about the support customers get from Magic Jack live agents. 

Their MJ live agents are not too competent anyway, but this seems to me some kind of scam

Allana: 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. 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.

This report was posted on Ripoff Report on 10/28/2012 04:33 PM and is a permanent record located here: http://www.ripoffreport.com/reports/magic-jack/internet/magic-jack-company-operates-entirely-on-the-internet-misleading-sales-claim-unjustified-a-961254. 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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Updates & Rebuttals

#1 Consumer Comment

Magic Jack

AUTHOR: Michael - (USA)

The problems I am reading in this report do not match the history I have using the product. 11 months ago I purchased Magic Jack from Walmart for about $41. This amount included sales tax. We were willing to try the product because after finally getting the unbundled price for my phone service from Insight we found we were paying $58.90 per month for our $25 per month phone service.

The $41 we paid Walmart included the hardware to plug into the USB port and our handset plus 1 year of service at $19.95. It was printed on the package that high speed internet service was required to use the product. In 11 months we have had no service failures and no one has had any complaints about the quality of the calls. The only change we noticed was having to use 10 digit dialing. Since we use that on our cell service even that was not something we had to change when dialing.

I have even recommended it to our friends. One of them had a problem with installation that I had not encountered so using live chat I received the instruction from Magic Jack and passed it on to our friend. The problem was a firewall issue and easily fixed. The 911 service is enhanced and requires that you put your address into the 911 box on the dialing screen. You do not have to dial from the screen but if you wish you can use a headset. This screen also keeps track of all calls made and received. We have all the standard services such as call waiting and voice mail.

Next month when I pay again for another year my savings for this last year over cable will be $686.85.

One other feature should be noted. You get to pick the area code for your service. Another of our friends installed a magic jack using the area code of his parents. In doing this they now have a local number to dial to speak with him or their grandchildren.

I feel badly that this magic jack user has had problems. We have had none of those problems and I will continue to recommend the product. Also I do want it understood that I do not work for the company or any of the retailers that sell it. In fact my wife and I are both disabled and live on a fixed income. As to purchasing extra minutes the only time that would be an issue is if you were calling out of country. To my knowledge all the VOIP companies charge for that. Those charges for instance can for a call to India be from 2 to 10 cents per minute.
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