Magic Jack
Customer Service

I am going to start by saying that I have tried to get help from their agents mulitple times over the last couple of months. Since I have gotten the jack it has been nothing but a headache. Here is a few recordings of our conversations. Where they promise to fix the problem, and refund my additional 5 yrs that I paid for. And than here is the one saying that they can not refund my services. You will also notice that I was hung up on during the conversation. These are just two of the conversations out of probably at least a dozen.
This is the conversation that says i will receive a refund if i am not satisfied.
My jack only worked when it wanted to and I was at my wits end at this point. Magic Jack Conversation Friday October 1 ended at 4:28pm

Please wait for a site operator to respond. You are now chatting with 'Randy' Your Issue ID for this chat is LTK43602746232X
Randy: Hello, how may I help you?
Crystal rawn-renaud: hi
crystal rawn-renaud: i was told to msg back if my problem continued after 48hours
crystal rawn-renaud: i can not make toll free calls... It is really bugging me because i know that i have made them from my magic jack previously... What is going on?
Randy: May I know your magicJack phone number please?
Crystal rawn-renaud: 519-800-4558
Randy: Thank you.
Randy: May I know since when did this issue exactly started?
Crystal rawn-renaud: within the last 2 weeks
crystal rawn-renaud: i have been using it for over a month and can not make any of the calls that i need to make... At least the important ones
crystal rawn-renaud: sorry 2 months... And this problem just started liek 2 weeks ago
Randy: Can you provide me at least 3 numbers that you can't call?
Crystal rawn-renaud: 1-866-222-3456

Crystal rawn-renaud: 1-800-206-7218
crystal rawn-renaud: 1-888-815-4514 for calls within north america
Randy: Thank you
Randy: May I know the carrier line of those numbers?
Crystal rawn-renaud: what do you mean?
Crystal rawn-renaud: unemployment, banking information line, and student loans
Randy: One moment please...
Randy: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you. Please wait while I transfer the chat to the best suited site operator. You are now chatting with 'Rosey' Your Issue ID for this chat is LTK43602746232X
Rosey: Hello Crystal. My name is Rosey. To better assist you, let me put you on hold while I read your previous chat. Thank you
crystal rawn-renaud: kk
Rosey: Thank you for letting me review your previous chats, are you trying to call toll free numbers?
Crystal rawn-renaud: yep
crystal rawn-renaud: i was told by the last gentleman to call back in 48hrs if i was still having problems
Rosey: The issue has already been brought up to our technical engineers and they are already sorting the issue.
Crystal rawn-renaud: well it has been more than 48hours... So what do i do?
Crystal rawn-renaud: i NEED to make important calls and i can't... I do not want to walk two kids to a payphone for calls like these
Rosey: That issue has already been brought up to the Engineers. We do not have a time frame yet as to when it will get resolved.
Crystal rawn-renaud: okay so here is another question???
Crystal rawn-renaud: if this problem is not fixed and i am not satisfied with the service will i receive a refund for the additional 5 yrs?
Rosey: Go ahead.
Crystal rawn-renaud: which i already paid for?
Rosey: Please wait while I check that for you
Rosey: Thank you for waiting, would you like to cancel if now?
Crystal rawn-renaud: i will have to talk to the cardholder if that is the case...
Crystal rawn-renaud: i am just getting annoyed... I have had problems with this thing mulitple times in 2 months, had a representative actually hang up on me, and other issues... As well as th eones mentioned above...
Rosey: I'm sorry for the delay. I'll be right with you.
Crystal rawn-renaud: we were not aware of these technical issues at the time of installation. We knew about the 911 feature but not all of this other stuff. I paid an additonal amount of money on top of the standard installation charges for 6 yrs only to find out that the service is nothing like we were informed... I would just like to know when it will be fixed... As well as why i was told to contact you again in 48hours if there is still no time frame?
Rosey: I understand how you fell about this Crystal, rest assured that you will get fine results with regards to this matter.

Crystal rawn-renaud: as well as an additional $10 for a canadian number... This is why i am getting so irritated
Rosey: That is correct, since only US mainland phone numbers are for free.
Crystal rawn-renaud: well i have used them before with the magic jack no prob... And it does not mention that if you get a canadian number that you can't dial toll free numbers?
Crystal rawn-renaud: so when should we know when this problem will be fixed? If ever?
Rosey: Just try to call that phone number after a couple of days from now.
Crystal rawn-renaud: i have done that
crystal rawn-renaud: and i am getting the same answer now as i did than?
Crystal rawn-renaud: so i get the feeling when i call back that i am going to get the same reponse?
Crystal rawn-renaud: so what happens if i wait a couple of days and i get the same answer? What do we do than?
Rosey: Your patience and cooperation is highly appreciated with regards to this matter.

Crystal rawn-renaud: that is not answering my question???
Crystal rawn-renaud: what happens if i wait and than it still does not work... Where do we go from there?
Rosey: You can still make calls to US and Canada right?
Crystal rawn-renaud: when it wants to work properly
crystal rawn-renaud: but i could not call long distance, it was not ringing or even acknowledging that i was getting calls, and now this... And it has only been since Aug that i have been using it lmao
crystal rawn-renaud: i set it up in june or july but i still had my other phone so i had no use for it other than to test it out... And now the thing is never workign the way it should
Rosey: A report has already been processed by the previous operator you have talked to before, someone will get back to you through the email address you gave us.
Crystal rawn-renaud: okay and when will that be?
Rosey: I cannot give you a timeframe but this issue has been marked priority.

Crystal rawn-renaud: okay and what about the refund if it can not be fixed?
Rosey: Which refund about the 5 year plan?
Crystal rawn-renaud: i just want to know what my options are so i know what to do next?
Crystal rawn-renaud: yeah and the 8 months that have not been used on the one yr
crystal rawn-renaud: i paid one yr and than opted for the additional 5
Rosey: Okay, just chat us back if you want to cancel the 5 year plan in your account.

Crystal rawn-renaud: okay so that will be totally refunded... Correct?
Rosey: For the 5 year plan yes.

Rosey: Since you are still using the 1 year free service it can be cancelled.

Crystal rawn-renaud: yes i understand that... That is fine
Rosey: Is there anything else I may help you with today?
Crystal rawn-renaud: i will give it until tuesday ifthis problem has not been fixed we will have to reach a soluton
crystal rawn-renaud: nty
crystal rawn-renaud: hagd
Rosey: Thank you for your time and cooperation, have a great night.

Crystal rawn-renaud: you too

Here is yet another conversation after I had been transferred and disconnect after the third time

Magic Jack converstaion Oct 14 ended at 1:43pm

Please wait for a site operator to respond. All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly. You are now chatting with 'Heather' Your Issue ID for this chat is LTK43603295518X
Heather: We are pleased to announce that magicJack customers have now received our latest magicJack upgrade. This upgrade includes the following benefits:
Heather: -Less bugs
Heather: -Superior call quality
Heather: -Works on Windows and Mac
Heather: -Easy to use
Heather: -and much more
Heather: There may be some magicJack users that will no longer have their past contact list available. Please create a new contact list. Our latest upgrade, with advanced features should prevent this from ever happening again. We apologize for any inconvenience. We are not be able to restore contact list.
Heather: Hello, how may I help you?
Crystal: you are the fourth agent who can not fix my prob... The last two times they had me upgrade the system it has kicked me out of the chat... This is insane... I have updated the system 3 times, been in the device manager, the internet options and been in the task manager... Within the last hour... The thing is taking forever to connect to a call... I want this fixed and i dont want to spend the whole day doing it
crystal: not trying to be roude but i am getting very angry that i keep having to do the same things over and over again and getting the same result
Heather: Please wait while I check that for you
Heather: As of the moment, Your concern should be reported to our engeneers.
Heather: Please hold as I make the report.,
crystal: yeah just like the last one... Speaking of which i am still waiting on them to get back to me about that too
crystal: only been about 3 weeks already
Heather: Please do check your email for the updates of this.
Crystal: and i am not receiving calls apparently either...
Crystal: i am waiting on a call from the job i just got yesturday for my schedule and you are telling me the fricking thing does not work
crystal: i have checked my email and there is nothing there
crystal: i tried to have my mom call me and it wont complete the call... I want it fixed IMMEDIATELY... As in NOW
crystal: if i lose my job over this i am giong to be really upset!
Heather: Please do bear with us, we are now doing everything with regrads to this.
Heather: Please do check your email for the updates Crystal.
Crystal: i have been bearing with you for the last two months... This could cost me my job... I am not bearing with you i want it fixed NOW
crystal: are you going to hire me... Are you going to pay for my kids to survive, i think not... This is important and i need this done
Heather: Please do wait for the updates, please check your email for that.
Crystal: i am checking while i am on with you...
Crystal: there is no update in my email
Heather: Please do check your email after a few hours.
Crystal: no now
crystal: she is calling me for my job... If it says that the number can not be completed i lose my job
Heather: We can give you the updates as of the moment.
Heather: Please do wait for the update.
Heather: Thank y iu.
Crystal: how long will that be
Heather: You*
crystal:???
Heather: As I said, please check it after a few hours.
Crystal: fine i want a refund
crystal: for the 5 yrs that i paid for
crystal: so how quickly can that be done
Heather: As soon as possible.
Heather: Please be patient enough.
Crystal: no i want a refund
crystal: now
Heather: Please be informed that we cannot refund for the 5 year plan that was applied to the device.
Crystal: want to make a bet
crystal: i already talked to an agent about it and still have the cenverstaion saved
crystal: Your Issue ID for this chat is LTK43602746232X and here is the conversation chat number
Heather: Please wait while I check that for you
Heather: Please unplug and re-plug your magicjack after 20 seconds.
Crystal: what does that have to do with the refund?
Heather: Let us check if your magicjack will work this time.
Crystal: that is fine but i still want the refund for the five years
crystal: doing it now
Heather: Thank you.
Crystal: it is done
crystal: now what?
Heather: Please try to check if it is now working,
crystal: ok one min
Heather: Thank you.
Crystal: i can call out but i can not receive calls
crystal: it says the call can not go through
Heather: Okay.
Crystal: i need my incoming calling... Like i said i am supposed to get my scheduel today... And she is calling me
Heather: Please do wait more for the updates of that.
Crystal: i want the refund and a confirmation number that it has been refunded
Heather: One moment please...
Heather: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you. Please wait while I transfer the chat to the best suited site operator. You are now chatting with 'Gerald' Your Issue ID for this chat is LTK43603295518X
Gerald: Hi this is Gerald, please hold as I review your previous chat.
Crystal: ok
Gerald: Thank you for waiting. I'll be with you in just a moment.
Crystal: ok
Gerald: Thanks for holding Crystal. Is this with regards to cannot make and receive calls?
Crystal: yes
Gerald: We are aware of the issue. And it's now in the process of fixing it. Just try again later.

Crystal: wait
crystal: i want the refund put on my account
Gerald: I will be right with you.
Gerald: Just to clarify, You want to return the 5-year plan order?
Crystal: yes
Gerald: You need to return the magicjack device first.

Crystal: no because i paid for 6 years
crystal: so i still own it this year that is why the unused months can not be refunded
crystal: the first yr and than the additional 5
crystal: i can give you the conversation number if you like
crystal: LTK43602746232X
Gerald: As I have checked here, your 5-year plan order is beyond the trial period.

Gerald: Order Number: TS04154841

Gerald: Order Date: 07/21

Crystal: no it is not
crystal: the first yr is included with the jack
Gerald: It is.

Gerald: Yes.

Crystal: and than an additional five yrs is optional
crystal: well i have not had it a yr
crystal: i want the five years back
Gerald: I understand that. However, this order is beyond 30 days.

Crystal: yes but the order was paid in full for the first yr
crystal: there is a total of 6 yrs paid
crystal: i have not even used 1
crystal: which means i have until the first yr to return the jack
crystal: i want the additional refunded
Gerald: No. Please refer to our terms of service.

Crystal: the jack has been paid for
crystal: why would i return something that i am not going to be refunded for the time alloted... If that is the case i want the remainder of the contract refunded as well
crystal: it was 40-50 just to buy it... So the yr was paid already
crystal: make sense?
Gerald: As I have said, we have terms of service to follow which you have agreed when you sign up
crystal: okay and where would i return it?
Gerald: When and where did you purchase the magicjack device?
Crystal: factory direct in june or july
crystal: in windsor ontario canada
crystal: and how will they refund me for the 5 yrs
Gerald: Oh okay. It's been few months. I am sorry but we cannot process any refunds on it.

Crystal: i am not going to return it to them and than not receive my refund???
Crystal: better read the conversation again
Gerald: No.

Crystal: i was already told that it would be refunded
crystal: because i did not start using it until i moved
crystal: i checked to be sure that it worked and than began using it full time in august
Gerald: Whether you'll return it or not, You will still not be refunded for the extra year plan order.

Crystal: the extra 5 yrs
crystal: did you read that your agent had already agreed to this
crystal: i have the whole conversation stating that this would be done if i was not satisfied

Crystal: this was less than a month ago
crystal: i was told to wait a while for the engineers to get back to me by email which was never received... Which i have done
crystal: and in the meantime however i have encountered yet again another issue
crystal: now i would like this refund that i was already gaurenteed
crystal:???
Gerald: No.

Crystal: i would like to speak with a supervisor
crystal: not another agent but a supervisor
Gerald: TERMS OF SERVICE

Gerald: I am a supervisor here.

Gerald: Please review the terms of service.

Crystal: that is great than honour what your agents have already agreed to
crystal: i have had technical issues with this thing from the start
crystal: which you know all about because of all the chat lods
crystal: logs* in your records
Gerald: I understand that. However, that's our terms of service. And there is nothing we can do to reverse nor wave it.

Crystal: your staff has continued to tell me to be patient and it would be fixed... Is this not correct... Have my issues been rectified... No... I am done be patient...
Crystal: your company has continued to pawn me off for the last 2 months
Gerald: I understand that
crystal: everytime i have a problem which is quite often... We will have an engineer get to it... Wait for an update... Wait for the email... Try this... Try that... I have done all of what you have asked and now i am simply asking that you hold up your end
crystal: obviously this has been ongoing and there is something wrong... This did not happen over night and i gave you guys the benefit of the doubt... And now you are telling me i should have just been screw you i want a refund with the first few glitches rather than following the advice that you all gave me
crystal: so now because rather than getting a refund and allowing you the chance to fix the problem nowi am screwed...?
Gerald: I totally understand what you feel Crystal. I know that it wasn't easy for you and you've been patient on this. I believe that it will be fixed in a short period of time as our Engineers are now working on it.

Crystal: yeah where is the email i should have received already from them?
Crystal: this is the second time that they are working on it... Hahhahha
crystal: did the form get lost the last time... Or did they just not bother to look into it... Or did they just not get to it yet?
Gerald: Okay
crystal: so you tell me what to do here... Because i have obviously been getting the run around
crystal: if my issues were actually being fixed or some sort of communication from the engineers than maybe i would have some faith in your response. So what do i do?
Crystal: so let me guess... Just give it a few days... Msg us back if there is still a prob... Than when i do you tell me to give it another couple of days... The engineers should be looking into it... Than you tell me to update it
crystal: than when that is still not working or something else goes wrong... Go into the internet options, go into the task manager, go into the device manager, oh wait for an email... Wait for an update...
Crystal: is this honestly how things work there? So where do i go from here?
Gerald: I understand. I have made a follow up report on this to expedite the process of its fixes.

Crystal: they did that last time and it still never came
crystal: that is the point i am making
Gerald: I know and understand that
crystal: well than you understand that the right thing to do to satisfy your customer is to provide them with the five yr refund that they were already gaurentted... After they waited for the engineers to fix the problem
crystal: which never happened*
crystal: you can see the whole conversation where i am told to wait once again... And how i would receive my refund and now i am being told... To wait once again, but no you cant have your refund
crystal: what am i waiting for... Your company has yet to keep it's word to me
crystal: i work with specialty products that come from television advertising... Wow that it really motivating me to recommend you product
Gerald: Okay
crystal: so where do we go from here?
Crystal: oh yeah and being hung up on by an agent was also top notch customer service...
Crystal: so your product does not work, you cant fix it, and it is my responsibility to fulfill my contract... What about fulfilling yours... I came with a warranty on the 5 yr plan... Where does that come into play
crystal: it* came
crystal:??? Since we haven't heard from you, we must release this chat. Please click here should you need further assistance: www.magicJack.com/techchat

Company: Magic Jack
Country: USA

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