magicJack Reviews - Page 14 of 18

2.7/5

Average Rating

HORRIBLE CUSTOMER SERVICE

Number 49 : NOV 20th, 2013 : Judy

Recommended: No

Though I have had no problems using the device itself and it is great value - any customer service issues are nightmares to deal with and there is no satisfactory resolution. It is also impossible to actually speak with a live person and live chats seem be dealt with in a "black and white", follow the script manner.

November 2013 - the following is a transcript of a Customer Service chat with Magic Jack. I have been a customer of MagicJack for many years and had renewed my service until 2016. When I upgraded to the Plus device in July 2013, I thought it would be easy? Today, I was going to renew my number (in Canada we have to renew our number every year as well as pay for yearly service) and noticed that instead of transferring my pre-paid service to the new device, they were both still listed (customer and agent's names masked for privacy reasons). This represents MagicJack's customer service:

Please wait for a site operator to respond. You are now chatting with Agent1 Your Issue ID for this chat is XXXXXX
J***: Hi,
Agent1: Hello, how may I help you?
Agent1: Hello J***.
J***: I need to renew my Canadian phone number. In July 2013, I upgraded my previous magicjack to a magicjack plus. I was told that my years of service would be transferred over and the "old" account would be deleted. I notice that both magicjack's continue to show in my account and both are noted to be renewed. I don't know which is the active account that needs renewal.
Agent1: Glad to assist you with that.
J***: yes, I don't want to make payment on the wrong one and have my service discontinued.
Agent1: Is this you magicJack phone number XXX-XXX-XXXX?
J***: yes, but that number is listed for two devices in my account.
Agent1: Thank you for that information.
Agent1: Please wait while I check that for you
J***: there should be only one device listed - with magicjack service good until 2016 and Canadian number renewal due in December 2013.
Agent1: Thank you for waiting.
Agent1: I see here that you have the Standard magicJack device and the Plus device.
J***: I replaced the standard one with the Plus device in July 2013.
Agent1: You wanted to transfer the service to the plus device which you weren't able to do upon registration. However both of your devices are still active now and we can no longer transfer the service since we cannot transfer services from different devices.
J***: When I called to register the Plus device I was assured at that time that my PREPAID Service would be transferred. As you can see - it would not be possible to use two devices With THE SAME NUMBER on the same computer. This is TOTALLY UNACCEPTABLE - a mistake by your representatives should not result in a loss to me!! I want to speak with someone who has the authority to realize this and do something about it - This is why magicjack has such a bad reputation for customer service!
Agent1: One moment please...
Agent1: 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 'Agent2'
Your Issue ID for this chat is XXXXXX
Agent2: Welcome to the higher level of support! This is Agent2 and I will be assisting you today.
Agent2: Let me read your chat with your previous operator so that I can assist you right away. Thank you.
J***: I was assured, more than once, when I registered my new device in July 2013, that my prepaid years would be transferred to the new device. The call logs on the old device stop in July 2013, confirming that the device was not in use after the registration of the new device. The call logs for the new device are not available in my account screen - they come up blank, yet I have been using the Plus device since 26 July 2013.
Agent2: Hi there.
Agent2: As I have checked the previous chat yes, you can transfer the service of the old magicjack to your new magicjack plus. However, during the registration you did not select to replace the old magicjack instead you registered the new magicjack device under a new service with the same phone number. I have all the records of your chat here from my agent and she just instructed you correctly.
J***: No, that is not correct - I did SPECIFICALLY ask that it be REPLACED and my prepaid service be allocated to the new device. There would be absolutely no reason for me to do otherwise. Again, I direct you to the call logs which confirm my intention to replace the device as the "old" one has not been used since the registration of the Plus device occurred.
Agent2: During the registration you did not select to replace the old magicjack with the new magicjack plus. That is why the service of the old magicjack was not transferred
J***: I have been a customer for a long time - this is akin to robbery. Explain why you can't see that the registration was not a replacement - why would I register a new service for the same number and not want to use my pre-paid service?
Agent2: You have all the prompts to follow during the registration but you selected to register the MJ plus as a new device.
Agent2: You are the one who did the registration
J***: Agent2, please help me with this - I spoke with an agent who confirmed this would be transferred.
Agent2: Yes, but you are the one who register the magicjack plus and you did not select to transfer the service instead you registered it as a new device
J***: I did the registration with prompting from a live agent - I followed instructions.
J***: so - you are unwilling to help, even though the history on the account is clearly visible and reflects no usage of the "old" device - this is how you treat loyal customers??
Agent2: That is not true. At the time you chatted previously, you said that you are not yet ready for to do it, and you just asked for instructions
Agent2: We cannot redo the registration once done.
Agent2: 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: magicJack.com/techchat

NOTE: the chat was ended immediately without giving me time to grant permission for it to be ended. Thanks Magic Jack - now I have three years of prepaid service on a device I no longer own.

VISITOR/PROVIDER FEEDBACK:

Mikey (Dec 3rd 2013) - I have had the MagicJack since 2011. Started with the original MJ and then upgraded to the MJ-Plus in late 2011. In Dec-2012, I paid for 5-years until Dec-2017, and I continue to enjoy unlimited calling in the US and Canada for $20/year with no problems.

Marlene (Dec 5th 2013): I just went through the same thing and then when you start to get frustrated or irritated they give you to the 10% top reps, who turns out to be a total douchebag. I told him CANCEL MY ENTIRE ACCOUNT. If worse comes to worse I will buy a new one and set up an entirely new account. I was trying to get the same GOLD account that you were. They even somehow got my sons credit card and charged him. I also mentioned that they changed their entire format without informing customers and there's an option of automatic payment that was in the new format that defaults to ON - therefore they are just taking the money without notice of permission. Plus I wanted the better VOICE QUALITY because it cuts in and out and the voice quality sucks, if they have better voice quality then we should have gotten it with the first device. GOES IN MY TOP WORSE CUSTOMER SERVICE ALONG WITH SPRINT.

fdeister (Dec 21st 2013) : This absolutely mirrors my experience to a T. If I didn't already have an account, I would have cancelled immediately. The only thing is that it is very reasonably priced and I don't have many problems other then when I try to deal with the infamous "CUSTOMER SERVICE MINIONS". I don't know where they get them from!

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Horrible

Number 48 : OCT 16th, 2013 : Bob

Recommended: No

Very poor tech support. Extremely unreliable. Very poor website. Weak sound levels. Frequent drop-outs. Need a computer to set up & use.

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Cheap product, cheaper support

Number 47 : SEP 24th, 2013 : Gh

Recommended: No

Magic Jacks works just fine when newly ordered. But, if you need customer service, you will realize what a rat hole you are in. Repetitive instructions without resolving the issue. I used MagicJack for 4 or 5 years, but when I needed help, the support line was truly useless. Cheap product, yields cheaper support.

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Great for the money

Number 46 : SEP 18th, 2013 : Walter

Recommended: Yes

Have had service for two years and no problems. Would not recommend as a land line replacement. But, with limited cell phone minutes it is great for multiple hour calls to family and friend. Great for the money. for $30 per year, what do you want?

VISITOR/PROVIDER FEEDBACK:

Comment by Luther on 9/22/2013: The worst possible experience with MagicJack. Cannot talk to a living breathing human about problems. I had problems with operation of phone - stopped working, impossible to contact to resolve problems and their refusal to release my phone number after repeated attempts to return back to original provider. I would never recommend them to anyone.

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MagicJack works better than many people think

Number 45 : AUG 23rd, 2013 : Shawn

Recommended: Yes

MagicJack receives an unfortunate number of negative reviews... and that may be partially their fault due to their laziness in doing little to educate their customers, their poorly designed website, and relatively poor support (they do have occasionally decent chat though). But the service...or voice quality is pretty good and consistently good. If that isn't (or was not) your experience, either you were having a bad day or you are doing it wrong (hint: look at your Internet service before blaming mJ).

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Slightly difficult to set up, works well since then

Number 44 : AUG 11th, 2013 : Gary

Recommended: Yes

I purchased a Magic Jack Plus on Black Friday, which is the only time I have seen it on sale. I would not call it easy to set up, but it wasn't that bad, either, as long as you are able to carefully follow directions. I did NOT have to call or contact customer service. I did not import an old phone number -- I chose one of the ones that Magic Jack offered (and I got a good one that is easy to remember). I had to set up the system by connecting to my computer, but once set up, I was able to connect it directly to the router and a plug. Then I plugged in a wireless phone (with 4 handsets), and it works fine. I have to admit -- I'm not a heavy user of my home phone. I wanted a home phone to use when I plugged in my cell phone to charge. With 4 handsets, I have phones all over my home within close reach. The ONLY problem I have had is that sometimes when I get a call from one particular number, they can hear me, but I can't hear them. Once we figured out what was happening, I just call them back immediately and it works fine. That is the only problem I have experienced. Voice quality is good. I have a good Internet connection, and that probably helps.

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Be very careful

Number 43 : AUG 11th, 2013 : B C

Recommended: No

I started working from home last year and needed unlimited long distance. Did some research and thought Magic Jack would be a good solution. Purchased the upgraded device and attempted to install using the instructions provided. Ran into a couple of problems and tried to get Customer Support - not available. Just found written information from other users. Finally got it installed and working. From the beginning had weird noises during conversations or would drop the calls. Thought it might be the phone, but got a new one and it was not the phone. About 3 months after installing, lost all connection, purchased a new Magic Jack upgraded device and reinstalled. Continued to experience dropped calls and loud noises during conversations but got used to it for the price. Recently my work computer blew up, I thought it was a problem with the computer. Took it in and had it fixed. Yesterday my work computer which is plugged in to the same router as the Magic Jack stopped working again, the Magic Jack just had loud screeching on it and will not reset. I believe the Magic Jack device went bad again. I will not be replacing it with another one. Purchasing 2 devices at $70.00 each and paying for 2 years of service within a year and not having good service and lots of dropped calls NOT WORTH IT!!!

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Magicjack

Number 42 : AUG 6th, 2013 : Bob

Recommended: Yes

Magic Jack is a joke I ordered the newest MJ and look-out. It was a joke trying to get it set up and never could. You cannot speak to a direct person everything is on-line by email or text. I've spent hours online attempting to get it to work. Don't waste your money.

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D O N ' T D O I T !

Number 41 : JUL 4th, 2013 : Doug

Recommended: No

Magic Jack is absolutely horrible, I have spent hours upon hours in chat with their "NON-LOCAL" tech support; uninstalling, reinstalling, changing/removing/reconfiguring internal computer settings, only to have to uninstall reinstall it again (It should actually be called Magic Joke!!!)..... After spending countless hours in tech support chat I came to find out (from a local phone company) that Magic Jack will not connect to small/rural phone companies that may have a slightly higher connection rate. They just refuse to connect the call, but they won't ever tell you that, the call just "rings and rings", only to go to some sort of "call cannot be connected at this time" message..... I have no real way to verify their refusal to connect to rural phone companies, but the service doesn't work with them so you do the math... Just don't do it, "it's a Total RipOff!"

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Poor customer service

Number 40 : JUN 21st, 2013 : Warren

Recommended: Yes

Although I still use MJ because of the low cost, the customer service is foreign(India I think) and terrible. MJ has NO phone CS, only online chat. If the CS rep doesn't like what you are asking, or if you spend too much of their time, they will disconnect you! Also MJ is not very sophisticated. If you buy a product and use it under 1 email, you can never switch emails! They do not have the capacity to change your service from one email address to another! How hard can that be? I was told I would have to trash my MJ device and buy another if I wanted to switch emails. Can you believe that!!

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