Deceptive and shady business practices.
After ordering the Magic Jack Plus online with a FREE 30 Day Unbilled Trial, the product shipped 4 days later and did not fully work. Also, they charged the full amount of the product and services. I found this out after minutes of talking to the useless Live Chat Agent: Apparently, the 30 Day unbilled trial is only for Credit Cards, not Debit Cards. Gee, I must have missed that disclaimer, if it were only on the website somewhere, even in small print.
But it's not. Back in Florida Attorney General investigated Magic Jack for the 30 Free trial: http://www.myfloridalegal.com/newsrel. Nsf/newsreleases/9AB7BCD85D653209852575990049D925
So Magic Jack still continues to operate with as much shade as possible.
Already frustrated, I spent more time with their LIVE Chat Agent, being escalated from one person to another to find out the Magic Jack Adapter is broken and needs to be replaced. I guess I made the assumption that they would immediately send out a replacement, after all, that's what any good standing business would do, right? Not exactly. Two days later I receive an email:
Dear Customer,
Thank you for contacting us.
Kindly return the defective power adapter to us and we will send you a replacement adapter.
Send the defective adapter to:
PO Box 6846
West Palm Beach, Fl 33405
Please include the following RMA number, 23043621, along with your name and mailing address so we can send you the replacement adapter
Please feel free to contact us if you have any additional questions.
Sincerely,
magicJack Support
So to completely comprehend what is happening: I paid in FULL for a defective product which I now have to return at my own expense. And between the shipping time, I might be able to use the product in a week. I don't think so. So I log into my bank account online and retrieve the Magic Jack Phone number linked to the charge in West Palm Beach: 561-594-9925. Answered by a recording which gives you another number for Tech problems: 561-594-9787 which gives you an annoying repetitive message from the owner himself, (more good reading: http://en. Wikipedia.org/wiki/Dan_Borislow) which after waiting 30 minutes, no one answers. I resume back to the LIVE CHAT Agent which tells me the higher authority came from the email i received so there is nothing they can do to help me. At a boiling point, I ask for a supervisor. "Ken" told me he was the highest level of customer care and then abruptly ended the chat...
... Class action lawsuit anyone? Apparently, you can't. It's in their Shady Terms of Service (TOS), which you can't access from the home page of their site: http://magicjack.com/tos/. Speaking of TOS I just found out they were trying to sue a company, Boing, Boing for defamation and Magic Jack lost: http://en. Wikipedia.org/wiki/MagicJack.
In March Boing, Boing blogged an article about Magic Jack's fake visitors counter and Magic Jack took legal action for defamation against Boing Boing over its assessment of MagicJack's terms of service, [10]which included assertions that the MagicJack End User License Agreement (EULA) allows the company to "snoop" on users by analyzing their calls for the purpose of targeting advertising and that the EULA requires users to waive the right to sue in court.
Wow, after my adventure (and it's far from over) I can only assume Consumer Reports gave them an excellent rating on their product and NOT their customer service. I believe a RATING should be based on the ENTIRE EXPERIENCE. If in fact, Consumer Reports had received a defected product and had to call or chat for customer service/tech support, Magic Jack would indeed be out of business.
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