I recently purchased a Magic Jack, installed it on my computer, and began enjoying the free long distance and budget-conscious international phone rates. Despite several fuzzy and disconnected calls, the savings were tremendous. However, when it totally stopped working, the Magic Jack became a nightmare. Trying to chat with their tech support/customer service people was a horrible experience. After 4 long chats, I had achieved absolutely nothing. My Magic Jack no longer worked and no one could communicate with me or understand me well enough to help me.
I understand the economy of using overseas help, but not when that economy devastates the effectiveness of what they are supposed to be accomplishing! I finally figured out for myself (by attaching a flash drive to the USB extension cord) that the extension cord was defective. No one suggested I test it. I simply got tired of doing the same downloads, upgrades, diagnostics, etc. That these poor people were instructing me to do.
As I attempted to explain via a 5th chat, my problem was resolved because I solved it on my own, not because Magic Jack's customer service assisted me in any way. It's very apparent that these people don't even have a good enough grasp of English to clearly converse, let alone think outside the manual.
It took no small effort to even locate this mailing address: P.O. Box 6785
West Palm Beach, FL 33405, and I intend to post it everywhere I can. Magic Jack has irrefutably the poorest customer service I've ever come across and that they hide any other means of contact as though they were in witness protection.
I have yet to understand why I was told that I must replace the defective USB extension cord that came with my Magic Jack, but that's what their customer disservice people have informed me. It isn't the price of the cord it's the principle.
Magic Jack must have something to hide because they're so very good at doing just that.
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