MagicJack doesn't deliver as promised Tampa, Florida

9th of Dec, 2011 by User367907

Decided to try MagicJack because MagicJack+ doesn't require that it be plugged into a computer as the previous version did and because it now possible to port your current phone number. The ads were very enticing, and I bit hook, line and sinker. The device arrived quickly and I followed the very simple directions that were on the box...and it didn't work. I wasn't able to place outgoing calls, and incoming calls went directly to MagicJack voicemail. I thought "No problem...I'll get them on the cell phone and we'll get it squared away". That's when I encountered the first problem...there's no customer service phone number...all communication with MagicJack is in chat form. It was 1/2 hr wait 'til the first rep joined me, and he/she had me plugging and unplugging everything in sight...and nothing worked. After an hour, this agent said I would be transferred to the "top 10% as decided by customers". This, of course, resulted in another 1/2 hr wait until this "top 10%" person joined me. This person had me changing settings of the router and of the computer and doing that plugging/unplugging thing...and one of the changes resulted in being disconnected. So...I had to get in the line-up again. Again, the lengthy wait for the agent and a near duplication of tasks, none that fixed the problem. The last agent said that they would turn this over to "engineering" and that I didn't need to worry...that they would email me with a fix and I would be happy with the product. So...6 hours later, and we still have a product that doesn't work. I got in the magicjack chat line-up around mid-day because I hadn't received an email from "engineering" and the phone still couldn't make outgoing calls and we didn't receive incoming because they were going directly to magicjack voicemail. They said not to worry...that I would hear from "engineering", but would I like to communicate with a supervisor. I typed that I just wanted a product that performed as advertised, I didn't care who it was that got me there. More setting changes...more plugging in and plugging out...by now I'm a little annoyed and the supervisor said she/he was going to check something, and didn't come back! This afternoon arrived without any email from "engineering", so got in the line up again. More time with an agent, escalation to "top 10%" and this time was asked if I'd like an agent to access remotely so this could be resolved. I said sure, but was told there were no "remote agents" available (after a 15 minute wait), but could I return in an hour, provide that issue ID and ask for a remote agent. Dutifully, I returned to the chat line-up and waited 35 minutes for an agent. I typed the issue ID and indicated that I needed a remote agent. She left for 10 minutes and said one wasn't available now, would I like a supervisor. I indicated, again, that I didn't care WHO helped as long as this was resolved. Supervisor came on and said she'd take a few minutes to read the chat/s. She left...and never came back. I have spent no fewer than 10 hours trying to get this going with people that should know it best! I'm still in the trial period and will be returning this, though they require information that I haven't received in order to get an rma so that will be tricky. Be very wary of this product...if yours doesn't work for whatever reason, help is not at hand....and they have your credit card information, home address, email address, phone number....all the things you don't want an adversary to have. Be wary.

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