- Report: #1111772
Complaint Review: MagicJack - Select State/Province
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MagicJack
Select State/Province, USA
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Magicjack.com
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MagicJack When their equipment breaks down, they give no billing credit for time out of service. Nationwide
I have to admit, MagicJack has a pretty good product-when it actually works! After a few months of trouble free operation, my MagicJack plus unit went kaput. Just as others have indicated in other reports, customer service consists of a live chat online, where the customer, via typing back and forth with a tech, must troubleshoot the equipment themselves. In my case, it was a very lengthy process. Before we ever got started, I suspected a faulty power adapter.
The first tech had me going around and around checking things and not getting anywhere. After 45 min. of this, I had to get to work and could not finish. It was a few days before I had time to get back to them again. Once again, at first they had me going around and around again, covering the same ground. After protesting, they transferred me to "one of the top 10% of our agents" and after about 45 more minutes, the problem was localized, but after a power outage during the session, I lost him before we could confirm the problem.
That took another phone session and another 20 minutes, and the problem was- a defective power adapter! Just what I had suspected from the beginning.
So far, this is just bad customer service, and not what I would consider a ripoff. But we were not done. The agent explained that they would be happy to replace the adapter, and gave me the necessary info to send it in, etc. But they would not send me a replacement until they got it- which would probably add about 2 more weeks to my downtime. Added to the 2 weeks the phone was out of commission already, added up to nearly a month of being out of service.
I asked if I would recieve an extension for the amount of time the phone was down. I had paid for 12 months service, and would be receiving only 11 months. The answer was an emphatic no. Even "Senior Management" did not have the power to do that.
So, be aware, you are rolling the dice if you get MagicJack. If the device works OK for the service interval, you'll probably be happy with them. But if you have a problem, like me, you can count on spending 2 hours of time troubleshooting, paying for the postage to send the faulty part back, wait for the return part, and hooking it back up yourself. And you will not get any credit for the time your service was out. Luckily for me, I have another line and a cell phone to use while this line is down. But if a competitor comes up with a similar product and actual customer service, there is no question as to where my business will go.
