Many people see the commercials think, "Hey here is a way to cut costs!" especially in this economy. Some even use it as the primary phone for the house. This is where the mistake comes in. Case in point, I live on east coast and my girlfriend lives on the west coast. So, naturally we spend a great deal of time on the phone. Seen the commercials, bought the magicjack and put it to a great deal of use. Call quality was not the greatest, but it was tolerable to get to speak to the woman I love. Renewal time comes as the magicjack software let you know your service has expired. Evidently their company is setup to get you to order 5 years of service because to order just 1 year takes some clicking around on their website to find. I renewed mine first no problem other than finding the 1 year option. My girlfriend service this is where our issues begin.
My girlfriend renews her service as she has gone to using this as her primary phone no other service in the house. Which she gets service that night she renewed for 1 year. Come the next morning, nothing no service it was like she never renewed. My girlfriend checks credit card shows charges pending. So, I take her to www.magicjack.com and click the billing issue link for their customer service. I get the text based customer service having worked customer service myself. You take away the accent barrier we all have ran into when you call for help and someone if India, Malaysia, or Philippines answers. After she was transfered 3 times. Guy says to place order again. First order must be "hung" in system. Of course, girlfriend says I do not want to pay twice for this service. She was reassured this would not be the case. So using a second credit card to renew with again since the first one was "hung" she proceeds to renew the service a second time. Her service is restored, she is happy, I'm happy all is good in the world. Till the next day, service stops again. I have the girlfriend repeat the process. She gets transferred 4 or 5 times, she lost count due to frustration. She finally get a lady who says she violated the Terms of Service and the System automatically terminated her service. Needless to say the girlfriend is going HOW?
Below text is copied from their terms of service viewable on web at http://www.magicjack.com/5/faq/
6. Proper Use
... If magicJack sees excessive use, including but not limited to, a customer whose usage is twenty (20) times more than the average magicJack's customer's usage, or a customer who calls more than 50 different telephone numbers per day, or systematic or intentional misuse, it reserves the right, in our sole discretion, to terminate your use of the magicJack device and/ or Software immediately, and you will not be entitled to get a refund of any licensing fee or any other fee you may have paid to us. We reserve the right to reclaim any telephone number that does not make a call for a consecutive 90 days. In the event we reclaim a phone number and your software license is still active, you may choose another number.
What this means in plain english, you may pay for service, but if we think you use it too much, we will turn you off and you will not get a refund. None of their adds mention you have limited talk time or that it is even measured. Now, keep in mind girlfriend just spent 2 days with customer service and spent $39.90 at magicJacks insistence to restore service only to find out she ahs used the service too much and the black listed her.
As mentioned, I have customer service experience and know how companies take advantage of having customer service based in foreign countries and use the TOS loop holes to ex sponge money from people. The consumer protection laws in place in the United States are not applicable in foreign countries. Think about that next time your making a payment over the phone/internet.
As for my girlfriend, I had her contact her credit card company's and get the forms to fill out to get her money back since she paid twice for service twice that she will not be allowed to use, before they told her the system blacklisted her.
Hopefully, people will read this and magicJacks terms of service, do not use this service as your primary phone as the company can basically disconnect you on a whim and heaven forbid you have an emergency where you need to call out to find your service not working or disconnected and because of the TOS magicJacks not liable.