- Report: #411232
Complaint Review: Magic Jack - Internet
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Magic Jack
magicjack.com Internet, U.S.A.
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Magic Jack False Advertising and Predatory Contract Practices Internet
Magic Jack is a scam. I bought the Magic Jack in July 2008. I actually went ahead and prepaid for 6 years service. The total with shipping was $108. It installed OK and worked from the start. On occasion, it would sound tinny, and would occasionally drop a call, but was worth what we paid for it.
In September, we suddenly started getting an error message on our phone stating Due to unusual call volumes on your phone, please call x number for an important update. I called multiple times and left messages but never received a return call. I tried to work through chat but that experience was just a waste of time. I finally reached a person at the phone number in mid-December. They informed me that we used the Magic Jack too much, so they froze our account.
The man on the other end of the phone notified me that paragraph 6 of the contract stipulates that they can block anybody's service for overuse, at any time, at their discretion. They do not define what overuse is, nor do they warn the user of the potential overuse. The man on the other end of the phone advised me that they would reinstate our account once we pre-paid for Magic Jack's use at one cent per minute. One cent per minute sounds pretty good for long distance, but this would be one cent per minute every time we picked up the phone; local or long distance (not to mention that theiradvertising notes "free" calling after the initial investment). In the end, we would be paying $20 - $30 per month for mediocre phone quality, and exceptionally poor service.To be fair, they did refund the 5 years prepaid ($59.95), but we paid $40, plus shipping for approximately 2 months service.
Buyer beware, and whatever you do, DON'T FIRE YOUR PHONE COMPANY. Fortunately, we didn't.
Sam
Delaware, Ohio
U.S.A.
In September, we suddenly started getting an error message on our phone stating Due to unusual call volumes on your phone, please call x number for an important update. I called multiple times and left messages but never received a return call. I tried to work through chat but that experience was just a waste of time. I finally reached a person at the phone number in mid-December. They informed me that we used the Magic Jack too much, so they froze our account.
The man on the other end of the phone notified me that paragraph 6 of the contract stipulates that they can block anybody's service for overuse, at any time, at their discretion. They do not define what overuse is, nor do they warn the user of the potential overuse. The man on the other end of the phone advised me that they would reinstate our account once we pre-paid for Magic Jack's use at one cent per minute. One cent per minute sounds pretty good for long distance, but this would be one cent per minute every time we picked up the phone; local or long distance (not to mention that theiradvertising notes "free" calling after the initial investment). In the end, we would be paying $20 - $30 per month for mediocre phone quality, and exceptionally poor service.To be fair, they did refund the 5 years prepaid ($59.95), but we paid $40, plus shipping for approximately 2 months service.
Buyer beware, and whatever you do, DON'T FIRE YOUR PHONE COMPANY. Fortunately, we didn't.
Sam
Delaware, Ohio
U.S.A.
4 Updates & Rebuttals
Tina
Hope Mills,North Carolina,
U.S.A.
similar problem
#2Consumer Comment
Wed, January 21, 2009
A few weeks ago I noticed that my MJ phone calls would drop after an hour. So I contacted their technical support. Below is a copy of my chat transcript: Chat start time Jan 10, 2009 8:19:38 PM EST Chat end time Jan 10, 2009 8:39:37 PM EST Duration (actual chatting time) 00:19:58 Operator Imarie Chat Transcript info: Please wait for a site operator to respond. info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly. info: You are now chatting with 'Imarie' Imarie: Hello, how may I help you? Imarie: How are you? Derrick: My phone calls disconnect after an hour Imarie: I do apologize to inform you but magicJack only offers free calls and not unlimited calls. Imarie: That's why if you make a lots of long duration calls everyday, all the calls of your magicJack will be shorten to 1 hour only. Imarie: I suggest you to make short duration calls as of the moment so that it will go back to normal next week. Derrick: is there a weekly limit? Imarie: Yes, there is so you need to minimize more than 1 hour calls everyday. Derrick: are you saying I can only use my phone for an hour everyday? Derrick: each call can only be a hour? Imarie: That is just for now since you over use the magicJack. Imarie: That will go back to normal again next week if you minimize excess calls. Derrick: define "over use the magicjack". Imarie: Too much calls that exceeds 1 hour. Derrick: what are the limitations? Imarie: All I can suggest is just minimize more than 1 hour calls so that you will not encounter this issue again. Derrick: Is there a time limit? I'm confused Imarie: There is no time limit actually but if our system detects that you have over use the magicJack then all calls will drop after an hour. Derrick: how many calls over an hour are too many calls. Imarie: 5-10 calls a day. Derrick: I do not make 5-10 calls a day over an hour Derrick: maybe one Derrick: and that's not everyday Imarie: Okay, all you can do now is to minimize the calls for a week and run this upgrade. Imarie: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista): Imarie: http://upgrades.magicjack.com/upgrade/upgrade.exe Derrick: ok thank you. Imarie: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the service I provided. Please click the "close" button on the top right of this screen and the survey will appear. Thanks again! I read the terms of service that night and came across the vague "excessive use" statement refered to in the above report. I checked it again just now, it has been revised but is still very vague: 6. Proper Use ............ You agree that you are responsible for your own communications and for any If magicJack sees excessive use, including but not limited to, a customer whose usage is twenty (20) times more than the average magicJack's customers usage, or systematic or intentional misuse, it reserves the right, in our sole discretion, to terminate your use of the magicJack device and/or Software immediately, and you will not be entitled to get a refund of any licensing fee or any other fee you may have paid to us. Wonder what this means!
Tina
Hope Mills,North Carolina,
U.S.A.
similar problem
#3Consumer Comment
Wed, January 21, 2009
A few weeks ago I noticed that my MJ phone calls would drop after an hour. So I contacted their technical support. Below is a copy of my chat transcript: Chat start time Jan 10, 2009 8:19:38 PM EST Chat end time Jan 10, 2009 8:39:37 PM EST Duration (actual chatting time) 00:19:58 Operator Imarie Chat Transcript info: Please wait for a site operator to respond. info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly. info: You are now chatting with 'Imarie' Imarie: Hello, how may I help you? Imarie: How are you? Derrick: My phone calls disconnect after an hour Imarie: I do apologize to inform you but magicJack only offers free calls and not unlimited calls. Imarie: That's why if you make a lots of long duration calls everyday, all the calls of your magicJack will be shorten to 1 hour only. Imarie: I suggest you to make short duration calls as of the moment so that it will go back to normal next week. Derrick: is there a weekly limit? Imarie: Yes, there is so you need to minimize more than 1 hour calls everyday. Derrick: are you saying I can only use my phone for an hour everyday? Derrick: each call can only be a hour? Imarie: That is just for now since you over use the magicJack. Imarie: That will go back to normal again next week if you minimize excess calls. Derrick: define "over use the magicjack". Imarie: Too much calls that exceeds 1 hour. Derrick: what are the limitations? Imarie: All I can suggest is just minimize more than 1 hour calls so that you will not encounter this issue again. Derrick: Is there a time limit? I'm confused Imarie: There is no time limit actually but if our system detects that you have over use the magicJack then all calls will drop after an hour. Derrick: how many calls over an hour are too many calls. Imarie: 5-10 calls a day. Derrick: I do not make 5-10 calls a day over an hour Derrick: maybe one Derrick: and that's not everyday Imarie: Okay, all you can do now is to minimize the calls for a week and run this upgrade. Imarie: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista): Imarie: http://upgrades.magicjack.com/upgrade/upgrade.exe Derrick: ok thank you. Imarie: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the service I provided. Please click the "close" button on the top right of this screen and the survey will appear. Thanks again! I read the terms of service that night and came across the vague "excessive use" statement refered to in the above report. I checked it again just now, it has been revised but is still very vague: 6. Proper Use ............ You agree that you are responsible for your own communications and for any If magicJack sees excessive use, including but not limited to, a customer whose usage is twenty (20) times more than the average magicJack's customers usage, or systematic or intentional misuse, it reserves the right, in our sole discretion, to terminate your use of the magicJack device and/or Software immediately, and you will not be entitled to get a refund of any licensing fee or any other fee you may have paid to us. Wonder what this means!
Tina
Hope Mills,North Carolina,
U.S.A.
similar problem
#4Consumer Comment
Wed, January 21, 2009
A few weeks ago I noticed that my MJ phone calls would drop after an hour. So I contacted their technical support. Below is a copy of my chat transcript: Chat start time Jan 10, 2009 8:19:38 PM EST Chat end time Jan 10, 2009 8:39:37 PM EST Duration (actual chatting time) 00:19:58 Operator Imarie Chat Transcript info: Please wait for a site operator to respond. info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly. info: You are now chatting with 'Imarie' Imarie: Hello, how may I help you? Imarie: How are you? Derrick: My phone calls disconnect after an hour Imarie: I do apologize to inform you but magicJack only offers free calls and not unlimited calls. Imarie: That's why if you make a lots of long duration calls everyday, all the calls of your magicJack will be shorten to 1 hour only. Imarie: I suggest you to make short duration calls as of the moment so that it will go back to normal next week. Derrick: is there a weekly limit? Imarie: Yes, there is so you need to minimize more than 1 hour calls everyday. Derrick: are you saying I can only use my phone for an hour everyday? Derrick: each call can only be a hour? Imarie: That is just for now since you over use the magicJack. Imarie: That will go back to normal again next week if you minimize excess calls. Derrick: define "over use the magicjack". Imarie: Too much calls that exceeds 1 hour. Derrick: what are the limitations? Imarie: All I can suggest is just minimize more than 1 hour calls so that you will not encounter this issue again. Derrick: Is there a time limit? I'm confused Imarie: There is no time limit actually but if our system detects that you have over use the magicJack then all calls will drop after an hour. Derrick: how many calls over an hour are too many calls. Imarie: 5-10 calls a day. Derrick: I do not make 5-10 calls a day over an hour Derrick: maybe one Derrick: and that's not everyday Imarie: Okay, all you can do now is to minimize the calls for a week and run this upgrade. Imarie: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista): Imarie: http://upgrades.magicjack.com/upgrade/upgrade.exe Derrick: ok thank you. Imarie: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the service I provided. Please click the "close" button on the top right of this screen and the survey will appear. Thanks again! I read the terms of service that night and came across the vague "excessive use" statement refered to in the above report. I checked it again just now, it has been revised but is still very vague: 6. Proper Use ............ You agree that you are responsible for your own communications and for any If magicJack sees excessive use, including but not limited to, a customer whose usage is twenty (20) times more than the average magicJack's customers usage, or systematic or intentional misuse, it reserves the right, in our sole discretion, to terminate your use of the magicJack device and/or Software immediately, and you will not be entitled to get a refund of any licensing fee or any other fee you may have paid to us. Wonder what this means!
Tina
Hope Mills,North Carolina,
U.S.A.
similar problem
#5Consumer Comment
Wed, January 21, 2009
A few weeks ago I noticed that my MJ phone calls would drop after an hour. So I contacted their technical support. Below is a copy of my chat transcript: Chat start time Jan 10, 2009 8:19:38 PM EST Chat end time Jan 10, 2009 8:39:37 PM EST Duration (actual chatting time) 00:19:58 Operator Imarie Chat Transcript info: Please wait for a site operator to respond. info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly. info: You are now chatting with 'Imarie' Imarie: Hello, how may I help you? Imarie: How are you? Derrick: My phone calls disconnect after an hour Imarie: I do apologize to inform you but magicJack only offers free calls and not unlimited calls. Imarie: That's why if you make a lots of long duration calls everyday, all the calls of your magicJack will be shorten to 1 hour only. Imarie: I suggest you to make short duration calls as of the moment so that it will go back to normal next week. Derrick: is there a weekly limit? Imarie: Yes, there is so you need to minimize more than 1 hour calls everyday. Derrick: are you saying I can only use my phone for an hour everyday? Derrick: each call can only be a hour? Imarie: That is just for now since you over use the magicJack. Imarie: That will go back to normal again next week if you minimize excess calls. Derrick: define "over use the magicjack". Imarie: Too much calls that exceeds 1 hour. Derrick: what are the limitations? Imarie: All I can suggest is just minimize more than 1 hour calls so that you will not encounter this issue again. Derrick: Is there a time limit? I'm confused Imarie: There is no time limit actually but if our system detects that you have over use the magicJack then all calls will drop after an hour. Derrick: how many calls over an hour are too many calls. Imarie: 5-10 calls a day. Derrick: I do not make 5-10 calls a day over an hour Derrick: maybe one Derrick: and that's not everyday Imarie: Okay, all you can do now is to minimize the calls for a week and run this upgrade. Imarie: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista): Imarie: http://upgrades.magicjack.com/upgrade/upgrade.exe Derrick: ok thank you. Imarie: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the service I provided. Please click the "close" button on the top right of this screen and the survey will appear. Thanks again! I read the terms of service that night and came across the vague "excessive use" statement refered to in the above report. I checked it again just now, it has been revised but is still very vague: 6. Proper Use ............ You agree that you are responsible for your own communications and for any If magicJack sees excessive use, including but not limited to, a customer whose usage is twenty (20) times more than the average magicJack's customers usage, or systematic or intentional misuse, it reserves the right, in our sole discretion, to terminate your use of the magicJack device and/or Software immediately, and you will not be entitled to get a refund of any licensing fee or any other fee you may have paid to us. Wonder what this means!
