I ordered Magic Jack (MJ) on a "30 Day Free Trial" basis and it was shipped to me in about a week with emails giving me USPS tracking #'s. I installed the Magic Jack and made a few calls and it seemed to be working fine. I am a "computer savvy person" - an electronics engineer with some 50 years experience - so I began to explore some of the "network features". The voice mail and caller ID didn't seem to be working. I updated the software and then I checked all the FAQs on Magic Jack's website. When nothing fixed the problems I attempted to contact MJ and that is when I discovered the almost TOTAL absence of customer service. I tried to connect to their "live chat service". I waited 20 minutes and NEVER got a chat person to respond after repeated tries I wrote the following:
Dear Friends,
I received my Magic Jack 3 days ago on 1-23. I have evaluated it and the Magic Jack did not meet my expectations and I wish to return it. I am well within the 30 day free trial period and have noted that my credit card has not been charged.
I request return instructions for the Magic Jack an RMA number, address to ship to so that I may return the Magic Jack to you.
I have all the original package material; the Magic Jack is NOT defective. I can place and receive calls but several features do not function on your network. I have made repeated attempts to contact your technical support without success (no response to my questions on your Chat system).
IF you do not respond to this email with the information requested by the end of this week I will send the Magic Jack back to the address it was shipped from: PO Box 6846; West Palm Beach, FL 33405.
As an added confirmation that I have made a good faith attempt to contact you by the only way you have made available this email address and your Chat system I am sending a copy of this message and the chat log to the Better Business Bureau and the Palm Beach County Bureau of Consumer Affairs.
Thank you for sending me the return information requested via email or a RMA and return label via US Mail. You have my mailing address (below).
Sincerely,
The email I sent to MJ provided "Service address was returned stating: "This email address has been discontinued. Please click here to contact support. We have upgraded our system to better serve you. We greatly appreciate your interest in magicJack. MagicJack Support". When I clicked the support link embedded in the message it took me to MJ's sales home page!
My email to the BBB in Florida was responded to and information given on how to file a complaint. Before I did so TODAY I attempted to used MJ's website and found much to my delight and surprise that MJ NOW provides what I HOPE will be a way to RETURN the Magic Jack. The process is as follows:
1. Click on http://www.magicjack.com/1/customercare.Asp
2. Click on the "Returns" (logo of tearful Smiley Face - sorry to see you go)
3. Fill out the form with at least 2 of the following: Your email address; the Order number (there is a provision for finding your order number but I did not try it since I had previously written my order number down; The USPS tracking number (sent to me by MJ in an email)
You will then be taken to a page that states: "Here is your magicJack Return information. You must return your magicJack by (your return date deadline) for credit. Please print this page and return it along with your magicJack to: (MJ's address in W. Palm Beach, FJ) a RMA information barcode with your order number and other info from their database on your order.
I plan on returning my MJ tomorrow. Stay tuned for results!
PS I checked immediately and MJ did NOT charge my CC as others have reported on the complaint but would have put a "tentative charge" on my card 15 days after ordering.
My advice based on my experience so far: If you order check the MJ throughly, and quickly after reading ALL the "fine print" and decide for yourself IF you want to keep it or return it. I chose the latter based on my testing and "interaction" with the company. Remember you are buying a "service" from a company which IMHO will not be in business long unless their customer service improves greatly!
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