MagicJack Complaint - Poor Customer Service, Company of Thieves
I purchased a MagicJack computer phone Jack almost a year ago. From the very beginning it has been one problem after the other. They have live web support, however getting to it, takes quite some time as you repeatedly have to click on live support, and continue to see other screens pop prompting you to not use the live support, but to use their FAQ instead. After clicking the live support several times, you will finally get to a live person. However, once you do get to the live person, they rarely if ever listen to you, and actually do nothing more than cause you to become agitated because you can’t get any help. Don’t even think about trying to call them to get help, because they are not about to give you a phone number.
For the better part of this past year I had complained over and over and over and over and over (I think you get the point), that when you were in the live chat window, you could not see what you were typing to the Rep., because they were only providing a 1” inch tall, by 1/4" wide area to type in. They just fixed that about one week ago, so around the 1st of February 2009.
On top of that there are constant problems getting a dial tone and you can spend as much as 4 to 5 minutes trying to get a dial tone. This was a nightmare getting this through their heads. There are also constant problems with the clarity of the call, either you can’t here the party on the other end, or they cannot hear you, and sometimes neither of you can hear each other. Then MagicJack wanted me to turn off my firewall and virus software so they could make changes that another one of Their Reps made with my firewall and Virus Software untouched. Strange how one knew he could do this and all the others did not. This guy was also able to do a net meeting with me and make some fixes himself and not one of the other Reps ever offered to do that either.
What takes the cake is that the other day they said they were going to send me a free replacement at absolutely no charge, and all I had to do was return the old one with an RMA that they sent me by email, and I had to do it within 2 weeks of receipt of the replacement. I have not even received the replacement yet, as it was just ordered.
However, I looked at my online banking the next day and they had charged my account $39.95 which caused an over draft as I did not have that much in my account. I was furious and let them know that I never authorized a charge on my account and had been told there would be no charge. They continue to send me this email stating the same crap over and over, that they will remove the charge when I return the original Jack. And, all of this is in spite of me being told there would be absolutely no charge. Additionally, at every request they refuse to allow me to speak to the Corporate Office, the Company Office, or the Owner. They will not provide me with any phone numbers or addresses for the company, I find that quite odd and have never known of any legitimate business that conducts its business in this way.
I have been asking to speak to someone in charge for quite sometime now, both through email and through their web chat. Not one of their reps will comply with my request. I have decided to file a Better Business Bureau Complaint against them as well as go to the Attorney General for the State of Missouri, and for the State that this Company is located in.
I am strongly urging everyone who might be considering to purchase one of these Magic Jacks, to reconsider as the company seems to be full of thieves, and uncooperative, lying, stealing, Customer Service Reps, and they all will refuse you access to phone numbers, addresses, and Corporate Owners, or Company Owners. Also, should the Company go out of business, you would lose your service anyway.
Conducting business in the manner that they are, I would doubt that they would stay in business for long. It's really ashamed, as the idea was a good idea, too bad the wrong people had it and had no idea what Customer Service means.
Just so you know, this is the MagicJack that is advertised on TV, and on the Internet. The creator is Dan Borislow and I believe he is the gentleman that is in the TV Ads, as well as he uses his Daughter in the Internet Ads, or is that a fake as well?