Complaints bring Magic Jack an 'F' from Better Business Bureau

Full story: South Florida Sun-Sentinel

When consumers ordered Magic Jack, a computer gadget that lets people make phone calls over the Internet, they thought the product would help eliminate their monthly telephone bills.
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221 - 240 of 266 Comments Last updated Sunday Aug 10
Larry M

Windermere, FL

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#243
Jun 2, 2011
 
I travel all the time and I use MJ so I can have the same phone number no matter where I am. I've been using it for over a year without problems. I even use it in my RV over a wireless internet connection in campgrounds!
I did install a work related remote access solution that caused a problem. MJ staff worked with me for hours to resolve, even though it was something I did.
I would recommend MJ to anyone that travels or needs a second line in the home. I don't think I would depend on it as my primary phone number since it relies on your computer. If your internet connection or system is down you loose your phone. Otherwise, totally worth the $19.95 a year!
C Bennett

United States

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#244
Jun 2, 2011
 
I liked my Magic Jack until I got a Error Message Storage Broken message. I went to MJ website and tried multiple times to get service. I had just the month before renewed my service. They tried to get it running and finally said I needed a new device. They would ship one for $9.95 (shipping & handling). Since I only used it for long distance and it was their device that wasn't working I bulked and asked for a prorated return on my renewal charge. No problem - they needed an email account - preferably a Yahoo one. I gave it to them but after 2 weeks I hadn't heard. Tried chatline again. After 2 hours and 4 customer service reps I said either send me a new device at NO CHARGE including shipping and handling or refund my money. Now the story is that they do not do refunds either. I have reported them to the FCC and my state's Attorney General. I also asked for a mail address to write the company and was informed that they couldn't do it. Short story-FORGET THEM.
tokaj

Lynbrook, NY

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#245
Jul 31, 2011
 
Magic JackTerrible customer service-all i wanted was to renew my 10 magic jack units which i distributed to my friends for conference calling-however they blocked my site & put a hold on it for apparently & absolutely no reason that i can think of-all i asked them for was to unlock my site to enable me to renew my 10 expired units AND TO PAY THEM - " ITS A NO BRAINER- ALL I WANT IS TO GIVE YOU MORE BUSINESS- NO COMPLAINTS NO HASSLE UNLOCK MY ACCOUNT -WHICH YOU HAD ABSOLUTELY NO REASON TO LOCK IN THE FIRST PLACE & LET ME RENEW MY EXPIRED NON WORKING VOIP UNITS!!!!!! i contacted them 8 -EIGHT- times-ye s 8 times!!! the customer reps were very pleasant & assured me yes it will be taken care of -but absolutely no results -it has been two months & my site is still "under review"!!!- meanwhile all of my 10 MJ units arent working - i am finished with Magic Jack & I switched to Skype- Magic Jack failed miserably!!!!!
henry

Orlando, FL

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#246
Aug 5, 2011
 
my phone stopped working over a month ago. The customer service is horrid. If you ask for a higher level of support, they simply hang you up. Look at my chat logs. It's common practice with them.

You are now chatting with 'Abraham'
Your Issue ID for this chat is LTK55402364516X
Abraham: Hello, how may I help you?
henry: Please wait for a site operator to respond. You are now chatting with 'Geraldine' Your Issue ID for this chat is LTK55402362853X Geraldine: Hello, how may I help you? henry: mj does not work henry: have spoken to three support people henry: have filed 2 complaints with BBB henry: 3 weeks with no phone service Geraldine: Hello Henry. henry: contemplating small claims Geraldine: I can actually check your previous conversations and see what was going on. I'll be more than willing to assist you today. henry: how can I get this junk working? henry: GREAT Geraldine: One moment please... Geraldine: Thank you for patiently waiting. Geraldine: You're having a hard time starting your magicJack right? henry: no henry: no phone number on mj Geraldine: Okay. Let me assist you with that. Geraldine: Is your magicjack currently plugged in into your computer with the blue light on? henry: yes and i umplugged it last time twice Geraldine: Let's now do something to address your issue. henry: your 2009 product of the year says it can't connect to the registration server Geraldine: Click the "Start" button then "Control Panel" then go to "Internet Options", under "Privacy" tab, slide the bar down to "Accept all cookies". henry: Under options, where is accept all cookies, this is xp Geraldine: Are you on Privacy tab now? henry: yes Geraldine: Do you see a vertical line above SITES button? If so, please slide the bar down its lowest to "Accept all cookies". henry: there is a button to override authomatic cookie handling henry: accept first/third party cookies I did that. Geraldine: Please slide the bar down its lowest to "Accept all cookies". henry: sorry there is no bar? henry: on privacy tab henry: in security there is a bar henry: lowered security to medium henry: no change in mj Geraldine: Click "Security" tab, click on "Trusted Sites" then click the "Sites" button and un-check the box at the bottom left of the window that says "Require Server Verification". henry: sorry this is xp and there is no verification for server button henry: never mind I did that henry: sorry Geraldine: Were you able to follow the steps above? henry: so there is no phone number anymore henry: yes henry: on mj henry: so can you ask your friends, why I have no phone number in mj? Geraldine: Type the following address into the text bar, reg.talk4free.com then click the "Add" button, and also type in the following address, my.magicJack.com and click "Add" then "Close" then "OK". Geraldine: Type the following address into the text bar, reg.talk4free.com then click the "Add" button, and also type in the following address, my.magicJack.com and click "Add" then "Close" then "OK". henry: where is the text bar? Geraldine: Please add those sites to "Add this site to the zone". henry: done Geraldine: Please click the link to download and run the magicJack upgrade: Geraldine: http://upgrades.magicjack.com/upgrade/magicJa... henry: I did that twice last time. Geraldine: Geraldine: Is the upgrade done? henry: no Geraldine: Let me know once the upgrade is done. henry: upgrading for the third time henry: done, no difference henry: please get me someone at a higher level of support Geraldine: One moment please... Geraldine: 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 That is okay Ezekiel: Let me transfer you now to them Ezekiel: One moment please... henry: so how do i do it Please wait while I transfer the chat to the best suited site operator. You are not currently in a chat
Raymond

Cookeville, TN

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#247
Aug 8, 2011
 
I have had a Magic Jack for quite some time. I love it. It is possible that most of the problems with MJ is not the MJ itself but with the actual phone users have connected to the MJ. Experiment with using different phones. Avoid cordless if possible. Go to garage sales and pick up various old phones. Get one with volume control if possible. One more thing I have done. I have an old, old, old Dell laptop. I got into the mscongig file and have shut down most of the programs running in the background. It is dedicated to MJ use only. It works perfectly every time. I have no problems with faxes either. I am a true believer in Magic Jack.
Ronald Chavin

Honolulu, HI

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#248
Aug 10, 2011
 
Overall, I've decided that magicJack is for me. The person who already has a cell phone and wants to conserve air time usage will do extremely well with magicJack. Use magicJack mostly just for outgoing phone calls and almost never for incoming phone calls. Why?(1)The area code that you choose for magicJack may have to be different from what you normally would be assigned on a telephone for your location, and (2)Your computer needs to be on AND your magicJack program needs to be activated in order for magicJack to make or receive any phone calls. Thus, magicJack is not good for someone who wants to pay for just one telephone service because you need at least one phone that is good for receiving phone calls. Such a phone that is good for receiving phone calls would (a)use a local area code and (b)be able to receive calls regardless of whether your computer is on or off.
Cold Caller

Orange City, FL

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#249
Aug 12, 2011
 
I prefer Magic Jill
jayy

Angeles City, Philippines

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#250
Oct 2, 2011
 
Today is the first of October. Magic Jack has started sending out a email telling you you signed up for a five year program and they are going to charge your card for it. Even if you did not =sign up they are trying real hard to scam you. Talking to the live chat is almost worthless. They put yu on hold, and make all kinds of excusable. They even told me they had already accessed my account which they cannot do, Really bad.. I hopefully have cancelled all of the accounts with them. The service has never been very good.
jayy

Angeles City, Philippines

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#251
Oct 2, 2011
 
Bad company and bad service and bad product. Works sometimes.

Since: Oct 11

Location hidden

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#252
Oct 3, 2011
 
the magic jack is ok. there are some settings in your computer that should be adjusted or you'll get a bunch of crap that will slow it down.
Just Dropped In

Asheville, NC

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#253
Oct 13, 2011
 
I was surfing web, looking for another MJ issue, and came across this.

I have had a mj for about 2 years. It did same thing, stopped working. But, after I did a good clean of my computer (junk files, defrag, etc), it started working again just fine. Now, if I get lazy with my computer maintenance, my mj will alert me by not working. After clean up, works fine again.

Hope this helps someone out there.
rice

Clyde, TX

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#254
Oct 13, 2011
 
I have had my magic Jack for several years and it works fine.
DirtFloKracka

Mount Vernon, IL

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#255
Nov 3, 2011
 
Oppa wrote:
Had it almost a year. Not one problem.
I've had a MagicJack for 3 years without a problem. After I purchased a MagicJack + I'm having problems with an interconnect agreement. Anyone know any solutions?
raycessna172

Capitol Heights, MD

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#256
Nov 4, 2011
 
You people don't have anything else to complain about so you are jumping on magicjack. It's no different than your all mighty cell phone which need to be rebooted from time to time as well as your computer for whatever reason. If you prefer paying top dollar for service and still have issues...than be my guest. I am willing to bet that most of the complains are coming from people who have issues with pc application whether it's magicjack or any other applications (emails,word,etc.). Magicjack have been operating since 1993 - go figure. I suggest - if you need assistance...ask your kids!!!
MikePS

United States

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#258
Nov 12, 2011
 
I've had Magic Jack for over a year and have not had any problems whatsoever. I recently purchased the new Magic Jack Plus so I can plug it directly into the router ... works perfectly! I have no idea what the BBB is talking about in the article above. Anyone without Magic Jack is just throwing their money needlessly away.
majicjack user

Harrisonburg, VA

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#259
Dec 11, 2011
 
I love magicjack it is a great service!! All that aside the support suc***!!! I just got off of a 4+ hour support session. 3 incompetant techs and 1 competant one later it was finally working. when it came time to review the tech support the remote support was still on. I tried to give the session a 1 out of 1 to 5 for poor. she took controll and gave it a 5!!!!! Majicjack needs to review its tech support and replace it!

Since: Aug 11

Santa Cruz, CA

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#260
Dec 15, 2011
 
majicjack user wrote:
I love magicjack it is a great service!! All that aside the support suc***!!! I just got off of a 4+ hour support session. 3 incompetant techs and 1 competant one later it was finally working. when it came time to review the tech support the remote support was still on. I tried to give the session a 1 out of 1 to 5 for poor. she took controll and gave it a 5!!!!! Majicjack needs to review its tech support and replace it!
You're not alone. I did the same, and it's incompetence and fraud to the max. No more MJ for ME.
Karlene Blair

Gilbert, AZ

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#262
Jan 19, 2012
 
MagicJacks customer service policies are terrible and outright dishonest. They have a no-return policy even if the purchase was made mistakenly for the wrong item. Within minutes of the purchase I contacted customer service to upgrade the purchase to the correct item and they would not. I would have to purchase both items at full cost. I spent hours texting since you can't talk to anyone on the phone and got no help whatsoever from the supervisor. They never shipped me anything. There was nothing for me to return, but they kept my money anyway. That's just their policy. No returns for any reason. I just can't respect a company like that.
Robert White

Baltimore, MD

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#263
Mar 31, 2012
 
I've been using MJ for two years now and have not had a single issue. You to need to make sure your broadband connection is adiquite for the bandwith required but in this day and age that should rarely be a problem for anyone.
Good follower

Miami Beach, FL

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#264
Sep 8, 2012
 
I have to say I have two since three years ago and both still work properly. I just pay the yearly renovation and that's it. My family in 2 foreign countries have it to call me and we can talk all the time we want without any cost.

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