My Magicjack needed to be replaced. Last night it started not allowing the digits to be dialed from the handset phone (everything else worked including making calls with the softphone and receiving calls on the handset and the softphone). I tried the usual restarting of everything, and even installed the jack on a brand new computer. The same problem persisted. I tried using different handset phones, the problem persisted. It took me over two hours in their "chat" customer service, to get a replacement.
Everyone should be aware of the lengths this company has trained its customer service people to go to in order to avoid sending out a replacement jack. Two hours of my time eats up the savings I accrue with Magic Jack over my other providers, as would paying for a replacement jack. The information I gave them in the first 5 minutes was sufficient for a technician to gauge that the the jack needed replacing, but they kept me on for 2 hours doing pointless and repetitive tests. I still think magic jack is a good product, but don't expect their customer service to treat you like a real customer and listen, they just go straight to their checklist then pass you up to a higher level when everything they are TOLD to test does not solve the problem. This is a pattern of customer service indicates to me that their reps do not have real technical skills, and may not even be using Magic Jack themselves.
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