After reading the complaints on this forum and juxtoposing them to my experience—all I can say is holy crap how is this company still operating! Everybody needs to run from this company—forget about all the discussion about the product itself. Doesn't it say enough about the company to be under official investigation for economic crimes by the Florida Attorney General (see for yourself by going to http://myfloridalegal.com/_85256309005085AB. Nsf/0/AC90B3F16EDDDC14852574880047D407? Open&Highlight=0, ymax)? If I had known this fact alone, I would have never even visited their website.
Let me give you the horror of my "Magical" experience. I, too, was taken by the prospect of saving significant money on my local and long distance telephone bill (about $60/mo.). So, I went to their website and immediately started to get the "bad feeling" about the company. As you checkout, you are bombarded with "add ons" which you have to decline. I, however, made the mistake of accepting the 5-year option all the way up to the point of the last step of clicking on the "shipping option" button to complete the order submission. But, here's where the company shows its true colors. It's too late at that point—you can close your browser or do whatever—your order is submitted to them. Not knowing this, I simply closed my browser, started another browser, and then submitted my order "all the way through" (which gives you a confirmation page telling you what to expect—gave me confidence that my first near order wasn't in the hopper since I never got that confirmation page with the "near order"). I then found out that the "near order" was processed and they cancelled my "real" order. I then saw several pre-authorizations as a result that didn't even match either of the orders—yet another strange event. But, I remained optimistic, but concerned. Then, two charges posted to my bank account—one for $49.70 and the other for $10.25—you guessed it—this was for the 5-year plan I didn't ever really order. So, I went to their website to find out that the only customer service is via online "chats"—more really strange company action. The chat went exactly as I had hoped—the agent was very polite and helpful—totally understood what happened (although never explained why my first "near order" was processed since I never hit the "submit" button) and directed me to submit an Return Authorization Request for the 5-year plan and my bank account would be credited within 3 days (I have the printout of the chat session and the webform submission confirming all of this). Three days came and went and I gave it a few more days, but still no credit to my account. I went back to the "chat room" and asked for a status update. Again, the agent seemed to totally understand my situation (well sort of, I was passed on to a supervisor—but I thought that would be a good thing), and I was then told it would take 3-7 business days for me to see the credit to my account (which was longer than I was first told and longer than what the Return Authorization Form indicated—I had to do a "select all" in the chat window and then paste the contents into an email message to myself to document all of the dialogue—there is no option to have the chat session e-mailed to you, which is unlike many other live chat sessions I've had with other vendors). So, naturally the 7th business day came and went with no credit to my bank account—I waited just a couple more days and went back for my third and final chat. That one seemed to go OK until I asked the agent for a phone number of their Billing Department. He would not give me one and kept saying for me to get it from my bank statememt. So, I did just that (561-594-2140). I was able to call the number while on the chat session, and just almost couldn't help but start to laugh. That number took me to a voice message that basically referred me back to the website for help, but at the very end provided yet another phone number (281-404-1551) for "billing issues." Wow, I thought—finally, a real live person to talk with. Yeah, it's OK—you can start laughing with (or at) me now. That number took me to a message that seemed like a typical customer service message—I was put on automatic hold in a queue, and I quickly went from number 5 to 3. Then out of the blue, the phone disconnected. I was "hot, " so I called it right back and then just started cracking up. This time, I got the message, but it never put me hold—it would simply loop back to the beginning over and over and over—as long as I wanted to listen to it. I called that number throughout that day, only to experience the same looping, endless message. At that moment, I knew I would never be getting a refund from this company and I likely would be getting more charges in the future for the product as well. So, I then went back to the website to "learn" how to return the physical product, followed the guidance given to get a RMA number. Getting a RMA number is an automated process, but this, too, was now not working and wouldn't give me a number. I had to go back to the "chat room, " only to find out that somebody would have to email me with that information. I thought, "yeah, right—I'll never get contacted by anybody." But, I did get an email message from Ben Vanderploeg (Ben. [email protected]). But, it's the same RMA number that was generated for my request for the 5-year refund—shouldn't I been granted a new number not to confuse the two issues? Who knows and who cares at this point. I've documented this entire purchase and have my bank working with me now to have the $59.95 in charges reversed and my credit card number replaced so that they can't bill me in the future. Is this "customer service" to you? I think not—RUN, RUN, RUN from this company!!!
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