Report: #990064

Complaint Review: Magic Jack

  • Submitted: Wed, January 02, 2013
  • Updated: Tue, January 22, 2013
  • Reported By: George — Gladwin Michigan United States of America
  • Magic Jack

    United States of America

Show customers why they should trust your business over your competitors...

I first purchased Magic Jack in 2010.  Then upgraded to Magic Jack + in Dec 2011.  Magic Jack seemed to work well in it's original equipment.  Since the purchase of Magic Jack + there has not been one single phone call made, due to breaking up on the receiver's end.

4 calls to tech service were made in the year since Magic Jack + was purchased.  Each time the call lasted for over an hour.  All contact was made by "live chat",  no phone number was ever given to contact the company personally.  Each contact was ended by being switched to their "top technician" who would connect to my computer and run it from their end.  It was said needed repairs could be determined from remote contact, and the Magic Jack + would work as advertised.  All 4 calls were on hold for up to an hour with no one ever making connection again, and no remote contact was ever activated.

I had discontinued my regular land line with AT&T.  Out of desperation, I attempted to renew my regular Magic Jack service for another year, with the idea of persuing the Magic Jack + issue after phone service was restored using regular Magic Jack.  I was charged for 5 new magic jack accounts, at $34.44 each, plus $5.00 for each account.  And still do not have a dial tone nor a local line, no use of the phone whatsoever.

The reason there were 5 accounts charged is that I had attempted to make a live contact with customer service, and each time ended up filling out a questionnaire and never getting a response.  After waiting up to a half hour, I would try to enter the system and renew my previous account.  I did this 5 times, never received any feedback nor contact "live" or otherwise.  But when I checked my bank account on line, I have been charged for a new account, not one of which resulted in a working phone line, and was never even advised by mail or live chat, that this had been done.

I have come to the conclusion, based on this experience, that this is the most inept company I have ever dealt with.  That, at a minimum.  Or, this is a company that is deceitful, lying, fraudulent, and is making totally untrue and false statements regarding it's policies and product.

I feel Magic Jack owes me all that it has charged me today, and never mind the renewal of my account.  I also  believe it owes me for BOTH magic jack + accounts since I have never completed a call on either of those system either.  Further, I think that these complaints should be made public and as far reaching as possible.  This company should be totally shut down, and sued for fraud.  As soon as I get the credit for what I have lost trying to deal with them.

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This report was posted on Ripoff Report on 01/02/2013 01:29 PM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 General Comment

RE: "Magic Jack Is Great"

AUTHOR: Sparkolas - (Canada)

To wild1973,

I've heard of Magic Jack users who are very satisfied but I believe you've missed the point:

   If you DO have a problem (such as - it just DOESN'T WORK) - God help you - your on your own.

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#2 Consumer Comment

Magic Jack Is Great

AUTHOR: wild1973 - (United States of America)

I have magic jack and it works great.....

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#3 General Comment

Online Shopping 102: Look Before You Buy

AUTHOR: Sparkolas - (Canada)

This is a follow-up to Online Shopping 101: Debit vs. Credit 

I recently considered Vonage Canada's voip (voice over internet protocol) after seeing constant adverts here in Canada pitching their "to good to be true" promises of cheap phone service, the ability to keep your current number, inexpensive long distance, etc.

 BEFORE considering to call and dive in (sign up) I "Googled" the company only to find a torrent of complaints very similar to those associated with MJ. Both pitch inexpensive phone service, but from what I've read there is NO SERVICE.

 Sure you can sign up - just try to cancel. Vonage Canada makes it equally hard to get them out of your life. It was this same preliminary (look before you buy) search that brought me to Ripoff Report.

For more on how Vonage Canada (or US) is sooo similar to Magic Jack Plus look here:

Remember that in this age of the internet, it's so easy to really" kick the tires" before you buy.
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#4 Author of original report

There is no magic in Magic Jack

AUTHOR: George - (United States of America)

I appreciate your input regarding the use of credit cards.  Generally, I would not disagree, credit card companies do indeed protect the interest of the consumer.  In this case, I used a "Debit Card" which functions pretty much like a credit card, but it draws from my checking account and assures that the merchant is paid immediately.  I also have the right to use it as a credit card, but it all winds up coming out of the same pot. 

The issue here is two fold.  First, is the impression that if your Magic Jack does not work as advertised, it is fully and completely guaranteed.  It indicates that all you have to do is ask for your money back, and that request will be honored "without question".  That simply hasn't happened.  There is no phone number or place to contact to request such a refund.  All four of my contacts with "customer service" at Magic Jack resulted in my being disconnected, and no repair OR offer to refund my purchase price.

My particular issue isn't so much that my credit card company won't back me,  they in fact will.  But after I had written to Ripoff Report, suddenly, the charges against my "Debit Card" vanished.  That was for the 5 charges for a new account request had in fact, appeared on my monthly statement.  So, technically speaking, there has been no additional charges against my debit account.  However, I still have paid for two (2) magic jack + accounts, for which I have made a minimum of 4-5  phone calls asking for help getting it to work as advertised, and was disconnected every time.  If this was a reputable company. who honored their written guarantee, then I would have at least been offered the opportunity to be refunded for TWO (2) Magic Jack + accounts.  No one has ever contacted me, I have not spoken a word with a representative of Magic Jack, and I am still out the amount (not immediately in hand) paid for two non-usable Magic Jack + accounts.

In addition to the poor  or non-existant customer relations process, I still have not been contacted by Magic Jack to ask how to refund my money, and take the equipment back.  Additionally, I have still not been offered the opportunity to discuss this problem with anyone from Magic Jack.  It is quite a simple problem and could and should have been handled immediately without all this "Mary Go 'Round The Roses" I have endured.

Bottom line:  I have been guaranteed complete satisfaction or I would get my money back.  I have yet to be able to determine who or where to contact to ask for this guarantee to be honored. 

I am not asking for one single thing that was not guaranteed to start with, but I am asking for this company to step up and honor it's promise to anyone who signs up for it.  Or, to warn anyone who reads this, make sure you receive a phone number to call to contact Magic Jack or Magic Jack + before paying a dime for it's product.  It really should not make  a difference how you choose to pay them.

Thank you for your service and for providing an avenue to express problems with companies that will not step up and accept their obligation.

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#5 General Comment

Online Shopping 101: Debit vs. Credit (Card)

AUTHOR: Sparkolas - (Canada)

"But when I checked my bank account on line, I have been charged for a new account, not one of which resulted in a working phone line, and was never even advised by mail or live chat, that this had been done."

 If I understand correctly the person in question here gave the company in question access to his/ her bank acc.

Why? In the future use a credit card account where you are protected. With credit card accounts, there is NO asking for your money back for some thing / sevice you didn't get - you simply cancel the transaction. In this case - transactionS.
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