Complaint Review: MagicJack - Magic Jack

In late August 2010, MagicJack downloaded new software/firmware code to all its users. I haven't confirmed for other OSs, but for Windows, it disables your computer's power-saving capability. Your PwrMgmt options still appear and you can change them 'til you go blue, but they just won't work. Your screen-saver won't activate, your monitor or hard drives won't power down, and your system will neither sleep nor hibernate; Bummer. There are some BS work-rounds, that dont really solve the problem, for Vista and Win7, but nothing for XP or below.

I have used MJ for the last 10 months and have had ZERO problems. For me it worked great; sound quality and reliability were top-notch and so very convenient when I could take it from its normal place on my (always-on) desktop and travel with it on my notebook. Im not saying that it was easy, but Im an old techie with good systems, band-width, and can tweak whatever I need to tweak. But after this problem came up, I now identify with almost every one of the hundreds of complaints about MJ that I have read over the last few days. Simply dont buy it not just because it might not work well for you or because its current software will trash your monitor, cost you extra electricity, prematurely age your hard drives and entire system, kill your notebook and battery by forcing it to stay on all the time but because they are, well, evil.

The following is my (edited for space) chat conversation with MJs tech support. If nothing else, read the very last line from the tech supervisor. He KNOWS its wrong, cant help it, and is probably wondering if he needs to get his resume back out there.

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You are now chatting with 'Dante'. Your Issue ID for this chat is LTK43601518700X Dante: Hello, how may I help you?

Dave : I have a serious problem with your last update. Last week I noticed that your unit did a downloaded and upgrade at startup. For the last few days my computer stopped going into sleep mode when not in use. I checked everything, replaced my video drivers, reset my registry for power mgmt back to defaults, etc. Nothing worked in software so I moved to hardware. The first thing I did is uninstall all my USB controllers. When I re-booted, Windows found your TigerJet USB device. Before I allowed it to be installed, I waited 5 minutes to see if the monitor went to sleep - it did for the first time in a week. I then let Windows install the TigerJet driver and tested the sleep function again - it worked. Then I launched the MajicJack app and your "update" downloaded again. Windows Power Mgmt stopped working. This is critical and needs solved NOW.

Dante: Please wait while I check that for you

Dante: as Of the moment the new update should not effect the sleep mode on your computer. Just to inform you that your computer needs to be fully on for MagicJack to work

Dave : Well, I guess the operative phrase is that "the new update SHOULD not effect the sleep mode" - but it does. All I have to do to get sleep mode working is to unplug the MJ. Plug it back in and start it up - no sleep mode. I've had this for about 10 months and have had no problems until now. I have had no previous trouble with the monitor turning off, the hard drives powering down, and the system going to standby and the MJ still working properly. I don't know what you mean by the "computer needs to be fully on" but if you mean that Power Mgmt must be disabled, that's a problem. It wouldn't be worth buying a MJ. It would cost you too much in power and wear and tear on the PC. Dante Please connect with your supervisor.

You are now chatting with 'Hero'. Your Issue ID for this chat is LTK43601518700X

Hero: Hello Dave. My name is Hero. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.

Hero: Thank you for waiting. I can completely understand how you feel about this matter. I know this can be frustrating and I would have accommodated your request if it were possible. This is how the magicjac is designed which will ensure that there will be no interruption with your magicjack connections. So your computer power savings option will not work with the magicjack plugged in to your computer. If you wish to put the computer on standby or sleep mode. The best option is to unplug the device and do the process manually.

Dave : Hero - No - I'm afraid that you do not understand. I will bet you that the MJ is NOT designed this way or otherwise it would NOT be the successful product it is. People wouldn't stand for it. EVERY PC product reviewer (of which I was one for 5 years) would have shot it down. And if it was designed to work that way, please explain why mine has worked fine, without interfering with Power Mgmt, for the last 10 months? You either have it wrong or someone has made a massive mistake and I would really like a contact from someone with some technical skill and common sense. Sorry about the criticism but this isn't right and you should know it.

Hero: That actually is part of the latest upgrade that we did, Dave, to ensure that there will be no interruption for your magicjack calls and connection.

Dave : Well I'm sorry you did that - but not as sorry as your company will be I'm afraid. I guess I can imagine that a large part of your support calls must be from folks who can't manage power or device exceptions, etc. and ticked off because they didnt get their calls, except on voice-mail, because their computer has powered down. Get your guys working on another option FAST. I won't be able to use this product anymore. I will have to check out other options. Good while it lasted. Dave.

Hero: I understand why you are feeling this way. This is indeed upsetting and I would have felt the same.