The success of MagicJack in numbers alone is without a doubt notable. The company is selling around 8,000 devices per day and has experienced 25% week-over-week growth since it first came onto the VoIP scene in September. Still, not everyone is singing Jack’s praises. The company has left many Jack users frustrated with its customer service department. While most seem willing to accept the technology glitches inherent in any new service, many have taken issue with the company’s response to dealing with these issues.
One customer emailed Telephony to say that, in his experience with customer support, he has gotten the same irrelevant response every time he’s contacted them – four times so far. “They run you through a bunch of ridiculous things to test and then say they will get back to you or at the end they hang up when you insist on a refund,” he wrote. “They have no telephone numbers, no address. It is a phony.”
Several blogs and discussion threads have also been devoted to trying to figure out the “magic” to get in touch with Jack, and the feedback seems to be fairly consistent: users love the service, but they hate the customer service.
The company’s customer service is entirely based on an online tech support chat function that allows consumers to instant message with a customer service rep. Inventor and founder Dan Borislow said that MagicJack will never have a number for customer service, a move he thinks is progressive and more efficient.
Despite the typical wait periods on customer service lines, calling a number to connect with a live person is the traditional mode of customer service. It might be that consumers just aren’t ready to let go of convention, however. The tech chat service seems to fall short of being useful, whether you like the method or not. While the staff has grown to more than 50 agents, their support is often not much more helpful than a computerized response system or outsourced tech staff. These responses more often than not are that they cannot address the issue or offer an alternative number to do so. Today, I couldn’t even access the support option from the company’s confusing Web site.
It is worth remembering that this is a relatively new service, at an undeniably solid price point, so there are bound to be some issues to work out in the early days. And, to be fair, customer service of most companies isn’t exactly known for being amazing. But that doesn’t mean it shouldn’t be. MagicJack has clear potential as a game-changing device, but without the support to back it up, it might be lost on a market already frustrated with bad customer service experiences. In the long run, a computer-based tech chat support does seem like a progressive idea – but only if it is truly supportive.
My MJ has worked very well for about a month. All of a sudden people calling my MJ can hear me, but I cannot hear them. If I call them on my MJ we both hear each other fine. The only thing I have done is download the MJ update. I am running Mac Osx 10.5.6. Any help would be greatly appreciated here, as there is no support numbers to call and the customer service live-help line does not seem to work at all.
on some day it work fine ,then take a day like to day and other day it dose not work! this is why i pay for one year only .it good at time but when i pick up the phone i want to make a call i have to talk loud for them to hear me
I’ve used it for about 18 months, and it saves me over $600 last year….magicjack is great….Because of this i invested in the company that owns it……….check out their stock (CALL) trading at high volume on the nasdaq and making me some big profits
I\’ve had \"magic jack\" for a year now and it has NEVER worked. Call quality is horrible-static, shrill alarms, independant dialing…I\’ve contacted customer service. I believe their people are trained to be vague and give non commital answers in order to frustrate you enough to give up. The last straw was when the program took over my computer! I would be checking my email or facebook and the Magic Jack control panel would take over the screen and faux dial someone. I would be unable to deactivate it and had to resort to unpluging the computer from the wall. I had to have my computer rebuilt! I, out of pure frustration and disgust took that evil little \"phone jack\" out and promptly backed over it with the car! I will never recommend this system to anyone and have told just about everyone I know the problems I\’ve had. It\’s not worth even the $19.95 to deal with the headaches it causes!
I havn\’t been able to get a single call since Nov9 on MJ and not have it dropped. Can;t get any incoming calls and the MJ pad just disappears from my screen…. no one in the customer service can help me – it is very frusting. the magic is GONE from jack…
I find Magic Jack to be completely unreliable during this past year. Since I am a senior on limited income I thought it would be a great deal. I was wrong. It works very poorly in a highrise..When I moved into a smaller building it worked better…however, it is to the point NOW where I have no idea if it will connect or not. This last time I got such a rude customer service person (Crissa) and all she was interested in was DEFENDING Magic Jack and making sure everything was my fault. I was only looking for answers…not to blame anyone. Her main comment to me was \\\\\\\\"Well, if you say its working NOW than its not Magic Jack\\\\\\\\\\\\\\\’s fault\\\\\\\\" . (I know its not my computer)… Up until that point I would have been willing to buy a new Magic Jack…but not any more since that might not even be the problem. Since it is impossible to speak with anyone \\\\\\\\"in person\\\\\\\\"…I asked for an address in order to mail them a letter. It has been two weeks since I\\\\\\\\\\\\\\\’ve written, I still have no response. I am glad my granddaughter is putting me on her cell phone plan. I very much regret wasting money on Magic Jack.
I purchased a Magic Jack about a month ago can not get it to work. How many megabytes do I need on my Internet. 313-891-2459. Thank you.
I have been entirely frustrated with being unable to make calls to family and friends in Colorado via the MagicJack. The issue has been ongoing with intermittent breaks. The current episode began on 5/25 and I had my 3rd chat this morning with basically the same response–our engineers are working to correct the situation and will contact you. Today the representative indicated it was a routing problem. I\\\\\\\’ve plugged/unplugged the MagicJack, installed/reinstalled, worked on firewall issues all to no avail. The chats are time-consuming, the routine is frustrating, and the whole process is unproductive. I get that they don\\\\\\\’t want a customer service number–they\\\\\\\’d get no rest!!