Had good reports on Magic Jack product from friends. An E-mail from that company recently appeared in my E-mail box. Opened the link and read it. It offered a years service for $19.95. Sounded good.
Started the order process, which of course required my Credit Card data. I provided it. Then I discovered that the cost was now $39.99. Did not finish the ordering process. Oops! Had to be a mistake so I went back through the same process with the same result. At no time did I confirm the order with any type of final authorization. Note, the $39.99 charge appears only after you have entered your credit card data.
I thought it would be nice to communicate with this company to be sure that I would not be billed. Could find no E-mail address, phone number, or physical address. Did discover today that you can IM with their customer service.
Threee days ago, to my surprise, I received an E-mail informing me that I had a confirmation order number and that it was being delivered via UPS. (In other words - already shipped). Immediately tried to "reply" from Yahoo. Then called my credit card company and was informed that I had a "pending" charge in excess of $93.00 from Magic Jack. Getting serious now!
Managed to get 2 phone numbers, which I will, share-561-594-2140 and 281-404-1551. The latter gets you to billing. After a 5-10 minute hold I was informed by a recorded message that I was number 5 in line and that the waiting time was appx. 34 minutes. So much for patience! Tried what the recorded message suggested and had a lengthy IM chat with an "upper -level" person. The person was polite as well as ambiguous in responding to my very specific requests and questions.
Have been promised a 24-48 hour response via E-mail. Waiting for that reply! Will let you know. It is now 72 hours since that communication!
If their reply is unsatisfactory, I will begin the process of requesting investigations by my State Attorney General and the Federal Trade Commission. Buyers beware of any request for Credit Card info "before" a final cost is verified! Also, I will no longer do business with companies without their business address and a phone number for Customer Service.
I also responded to their E-mail that I noticed after my IM communication. The following is a cut and paste of my response and the Magic Jack counter response:
Sorry, just noticed this mail but did see a second one today. I have filed a complaint with Rosey at your Customer Service IM service. Never authorized this order. You lost me with your bait and switch tactic where $19.95 becomes $39.95.
Thank you for contacting us.
We apologize for the inconvenience. This is to inform you that each magicjack costly $39.95 with free 1 year of service. The $19.95 that you said is just an extension plan with magicJack, if you want to extend additional year in-service with magicJack.
Should you require further assistance or information, please reply to this message. Otherwise, you may chat with our live support chat representative in your most convenient time by visiting the website www.magicjack.com Once an operator will assist you shortly, please do not hesitate to give excellent surveys to them even if you will be forwarded to the escalations team, for we are trying to give customers satisfaction at all times.
Sincerely,
magicJack Support
So much for MagicJack support!
0 comments