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MajicJack

Customer Service Ratings and Comments

MajicJack is ranked #150 out of the 219 companies that have a CustomerServiceScoreboard.com rating with an overall score of 30.40 out of a possible 200. This score rates MajicJack customer service and customer support as Disappointing.

NEGATIVE Comments

47 Negative Comments out of 50 Total Comments is 94.00%.

POSITIVE Comments

3 Positive Comments out of 50 Total Comments is 6.00%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
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  • After watching the infomercial for magic Jack, where they had stated that the magic Jack was free and there was absolutely no charge for 30 days and if you were not satisfied when you rec'd the Magic Jack, just return it within 30 days and there would be NO CHARGE! What they did not tell you was that if you put this on your debit card, you would be charged immediately. When calling to order, there was only a recording and after putting your debit card info in the phone, you are then told that since it is a debit card, you will be cahrged immediately. There is no one to tell that you do not want this and to just cancel. So you receive this product and decide to return it immediately. When you read the return instructions for returning, it states that unless you have a RMA#, your money will not be refunded. There is a form to fill out to get an RMA#. I kept filling out the form, but it kept rejecting the info I put in. I did not have an order # as I was not given one. I have no clue how to get an RMA#. There is no one to ask. What a rotten way to do buisness and to treat customers!

    Jessam1 2/6/10 9:19AM

  • I have magicjack and their phone serviceworks great, BUT their customer service sucks. Online chat takes forever and most cases useless with solving the issue. Their is no appparent number to talk to a live agent for issues. If you take people money they should be someone to resolve issues and or concerns. It's sad to have a great phone service and POOR customer service. I will just go with SKYPE.

    Anonymous 2/3/10 3:59PM

  • I can't get majicjack to reload my contacts. I tried to pay for additional year, but I don't think they accepted it. I can"t get in touch with them by phone, but I would like to and maybe straighten out the problem.

    Elsie 2/3/10 3:26PM

  • Technical supports has been a joke. All of my incoming calls drop off after 32 seconds. I have spent numerous hours on "live chat" with them, and they don't have a clue. They have my doing the same thing over and over again.

    Anonymous 1/29/10 2:42PM

  • Useless device and a waste of money, right out of the box the device gets a no internet detected device. Contacted "Tech support" online help, if you can call it that, and they were all useless. I had 8 different techs, unable to get the device to work. I asked for a replacement and they want to charge me $9.95. I told them I shouldn't have to pay any more money when the device they sent me was defective. I told them I expect a replacement and no additional cost or I will cancel the charge with my credit card. They said ok, and ended the chat conversation. What a Joke....

    pissed off magicjack cust 1/29/10 2:29PM

  • I get charged the same day I place my order not as they promise on the trial described. what ripped off

    Xyong 1/23/10 11:06PM

  • The Tech Support Program is is a joke. I suppose the do not pay the help except what they can "glean" from the unknowing who happen to attempt to utilize this service! I requested help in obtaining my daughter's phone number, and not being a subscriber, the minimum it would cost me would be $14.00. So much for the "willingness to help," for it only applies to those who can afford their services.
    Respectfully;
    Dr. G. H. Amis, Jr.

    DrSkip1 1/23/10 10:15AM

  • This is
    the worst internet scam. I ordered 3 and returned them before 30 days. Not only did they charge my card for alot more than they said it was, but before the 30 days are up. They continue to call me and send me bills when I have only used the jack for a week. Stick to reputable companies. Moreover, not being able to actually speak to someone and get the run around with chat person is ridiculous.

    Anonymous 1/18/10 2:00PM

  • I have been using magicjack since July 09 and I loved it. The past few days have been frustrating. I try and start the program and it says I need an upgrade. Upgraded it and still not able to use the app. I was "chatting" for over and hour today and still nothing got accomplished. They even requested me to 'remove' magicjack. There "help" is for the "BIRDS"

    Echair

    Echair 1/14/10 3:36PM

  • We've been using magicJack exclusively for over 2 years now with minimal problems and most were caused by the computer it was connected to. We got a new computer, dedicated to the phone and it's worked just fine ever since. Our only complaints are with their customer service "techs". Most of them don't know their ummmmm from their ummmm and they tend to keep you in live chat for at least a half hour for a question that should only take seconds to answer. Dan really should look into hiring some intelligent people. Our only other complaint is their website. This has to be the most poorly laid-out site I've ever encountered.

    P.S. how are you supposed to type a validation code if you can't read the damned thing?

    Nunya 1/11/10 3:01PM

  • My magicjack quit working, and I've spent 2 1/2 days trying to get ahold someone to help me with no luck. This lack service this day and time is unheard of.

    Ron Brammer
    Columbia, Mo

    Anonymous 1/8/10 1:33AM

  • I've had a "30 day trial" magic jack for 5 days and have not been able to make it work. I have not been able to talk to anyone with the company during this time, and cannot contact anyone via internet. I am begining to think this is a scam and would like to return the device before the 30 days expires and I am charged for the device. I will try the Better Business Bureau to see if they can help. I suggest everyone stay away from this company.

    Anonymous 1/5/10 7:22PM

  • it is the worst service you will ever get from the they promise you so much and on delivery after they got your credit card number they are hard to get hold off and good lick to you getting your credit back.i will never recomend them to any one.

    L.samara 1/4/10 9:45AM

  • I want to let all of you know that Magic Jack is a great product, the only problem is with customer service. I recently found out that they deactivated my number by accident and cannot reactivate it (anyone that knows your number can actually deactivate it), and once that is done the company is stating that they cannot re-activate this unit. I have spent more that 11 hours in almost 2 weeks chatting with this company and i still do not have resolve. They told me they were going to send a replacement unit, but that never arrived. I have had this unit for more than a year and can tell you first hand that this is a cool product. The only problem is there customer service, and if there is a problem good luck on getting it fixed soon if ever. Good luck if you choose Magic Jack.

    Nothappy 12/26/09 8:30PM

  • I have had more problems with this majicjack than I have had any good experience. I purchased this sestem and brought it with me to Sierra Leone in West Africa with the hope that I can save some money. To my disapointment, I hate it because I can neither get any clear connection nor get any resolution from your customer service reps. This hurible and I wished I never bought it.
    I will advice everyone I know not to buy it as it is not worth the investment. Your claims about good connectivity is false.

    udumbuya2012 12/22/09 5:14PM

  • Thirty (30) day gurantee is a joke. The MajicJack worked for about 30 days and now it will not dial a number from a phone and it won't ring the phone when the MJ number is dialed. I tried to explained to MJ's Customer Support it is a hardware issue, but after 5 hours on the computer, conducted over 5 different sessions, I have given up.
    What a waste of time, in order to get technical support service.

    Don't waste your money!!
    Good idea but poor hardware product.

    Unit is probablly made in some under developed country for a couple of dollar. You would think the company had a exchange program, instead they want me to buy another unit. Therefore, I will go back to using a T-Mobile cell phone because I can purchase 1000 minutes for $100.00 and the minutes last for 1 year, which is less expensive that Cox or local phone service.

    Hey PC Magazine.... why don't you post some of these customer's reviews in your magazine to give customers the real and complete story?

    RPT 12/14/09 4:43PM

  • This is the worst thing ever. magicjack do not work good with some firewall. You have to disable your firewalls and then take a chance and get a virus. How dumb is that. plus they act like they don't want to give you your money back. and they never answer the phone.

    BIG CIN 12/11/09 1:38PM

  • realy its shame i wanna pay my bill but no body anser and you gonna charge me for late payment thats no good and not fair you make bud repetition for the compagny

    Anonymous 12/11/09 10:47AM

  • My magic jack has only worked once. Now I have asked for help and no one knows how to fix it. This company is horrid.

    Anonymous 12/7/09 4:44PM

  • I agree. Any company that operates like this one needs to fail. Their on line technicians don't seem to know what there talking about especially if you are a beginner with using a computer and not knowledgable with the where to locate things that might be the problem why MagicJack is not working.

    Anonymous 12/7/09 12:32PM

  • When M.J. users STOP RENEWING, in droves, perhaps the people at MagicJack will belatedly wake up and try to salvage what could and should have been an excellent telephone alternative. Any company that operates as inefficiently as this one does DESERVES to fail.

    Rick in Rochester, N.Y. 12/5/09 4:04AM

  • I experienced the same problem when I tried to renew service. I went to their "Live Chat" and, after multiple failures to get their system to work, was eventually moved up to their 'top dog trouble shooters'. I was put through the same wringer as in the earlier exchange until THEY gave up and just renewed my subscription. I was told that they're 'not allowed' to do it but that she'd gotten 'permission' from her supervisor because of the trouble 'from MY end". lol Why is it that everything that ever goes wrong is always my fault? I feel so inferior.
    Anyway, my damned MagicJack is functional again.
    *They don't even email a warning that your subscription is about to lapse..... They just turn it off, in case they can be lucky enough to prevent you from receiving an important call.

    Anonymous 12/5/09 3:52AM

  • I could not renew my majickjack service although I provided all necessary information. Infact, I tried to renew my service before my service was expired. For some reason it did not allow me to renew my service. Couple of times I had online chat sessions and heard that their respective department officials were taking care of the problem and would get back to me.More than three months have been going, no contacts, no calls, nothing from MajicJack. Nayeem

    Anonymous 11/30/09 5:18PM

  • What would be r-e-a-l-l-y useful are downloadable (updated) instructions.

    The original installation went fine - now 8 months later we have moved and need to re-record the announcement message.

    I've got the new message recorded (press and hold ANNOUNCE - but how do I get the new message into the heart of MAJICJACK.

    The devil is in the detail!!!!!

    gregg 10/27/09 6:22PM

  • Unfortunately, when you activate your MagicJack, and you purchase the 5 years of service in advance, they don't tell you that the advance pay for 5 years is NOT PART OF the 30 DAY money back guarantee. You would think when purchasing this product, and it having such stellar reviews, that it would meet your needs. Unfortunately, if it doesn't, they still rob you of the 5 years pre-paid service. I find that to be a rather unethical way to do business, especially when NOTHING is mentioned in the Terms of Service about not refunding pre-paid services within the 30 day trial period.

    Anonymous 10/22/09 10:55AM

  • Yes I have a comment on the magicJack. I bought mine about 6 months ago and it has only worked 1 time. Since then, every time I try to use it I get sent to a window telling me my magicJack has been registered and when I enter my information it keeps telling me my login and password arent associated with this magic Jack. I would also like to talk to a real person. I work in the Gulf of Mexico and purchased it for communications while out there. This thing is the most useless piece of crap I have ever bought. I guess that is why people now get it free for 30 days, it might last that long.

    bwhite25 10/14/09 12:58PM

  • I've had a majicjack for almost a year. It has not worked properly from day one. I've been in the online tech support chat session on several ocassions and all they do is run you around in circles. I've had the same bad experiences that others on this site have had. Some are having trouble getting service and I can't get anyone to agree to terminate mine. This a sorry assed service if there ever was one. You get what you pay for. I quit Vonage for this. Vonage was totally trouble free and I will be going back to them immediately.
    Tim

    Waldopepper 9/23/09 6:37PM

  • Wow. If I had read these comments before signing up for MJ I never would have done so. That said I can only say that their lousy customer service overshadows a good product. Very little trouble with the phone service itself but when an issue pops up the undertrained staff are no help. Service was cancelled one month early (After 12 mo) thereby negating my first free month. If I wanted to continue wjith MJ I had to renew for another year after the first 12 Mo. The rep couldnt seem to understand the issue. Finally gave up. Overall it is worth the very minimalyearly fee to have internet phone and I appreciate an email every time A voice mail is left for me. I can even play it on my computer. My rating: Lukewarm but not bad enough to prevent me from signing up again next year.

    ikeeptime 9/22/09 6:19AM

  • I found the service very disapointing. I had to chat with three people non who could solve my problem. I was basily told I did not have to use their service. I find magic jack to have a good product with very very very bad customer support and company policy.

    Anonymous 9/5/09 2:12PM

  • Well we went in circles. Dory was an expert on avoiding the issue. She contradicted her self. The issues was the wish to stop using the magicjack voice-mail service. The answer in short was: I needed to change my email address in the magicjack settings for the voice-mail to stop working. That would mean the a caller might be calling and leaving a message and since the service would be stopped (the only time the voice-mail wouldn't be working) I would just not be notified. So for example calls me about a payment due or a meeting and I ether don't pay or show up. That show's how much help they are.

    Dory 9/4/09 6:59PM

  • After reading the first page of comments I only saw one positive one. That was from Bill. You are lucky Bill. I have wasted about 2 hours so far this morning trying to renew. I can't call until 11AM. If I don't get any results from that call, it will be bye, bye to Magic Jack for me. It doesn't work half the time anyway. My Tracfone is much more reliable.

    raymond cox 9/2/09 6:24AM

  • The problem does seem to be with renewal. My father's magicjack expired and he tried to renew, couldn't do it via the computer as login no longer worked.

    He called me, i spent 1 hour with chat support with someone who couldn't understand the basic question: what is the customer support/billing phone number, so my father can renew? He finally gave me one after one hour of useless back and forth.

    Now my father tells me he called and ended up in an endless answering system with pushing buttons, and the operator didn't understand his simple request to renew. He wanted to buy 4 more years of service. In the mail he ended up getting 4 new magic jack plugs each with 4 years of service, and they took something like $500 out of his bank account. Now, he sent them all back, can't get his money back, and still has no magicjack service. Now he calls me again, desperate to get things resolved. He really likes the service and just wanted to renew... This has got to be hurting their bottom line. I will give this phone number to my dad, but it looks to be long distance, too bad he can't use his magicjack to make the call. then also i will give him the founders address so he can write a letter. Now he has to wrassle with the bank and try to get all that money back. At his age and in retirement he can not afford that kind of money, like anyone could.

    I hope they get things going better, and get better trained staff for technical and billing questions.

    betsy 8/31/09 6:05PM

  • This company has ONE WAY to renew – by signing into MY MAGICJACK. If you can’t sign in, you are sunk.
    I can't sign into My MagicJack. The problem has NOT BEEN SOLVED after over five long, grueling online help sessions.
    They try the same steps over and over and over and over again. Tired of reading “over and over”? Here it was used only three times. The tries numbered over 45--everything from clicking onto their links, changing passowrds, changing email addresses (ALL SEVERAL TIMES IN EACH SESSION) and now they want me to change my browser.

    I verified my email address THREE TIMES in the last three weeks.

    I finally called the billing number, 281-404-1551, but they said I have to log into MyMagicJack. When I told her I can't and spent HOURS with tech support over three times, she suggested I lot into Customer Service, then Tech Support. Did she even HEAR ME?

    So, this is goodbye to MagicJack. I don't have enough hours in the day to beat a dead horse so many times going nowhere.

    sskidd1143@aol.com 8/27/09 10:28AM

  • Without a doubt the worst customer service I have ever encountered. Absolutely staggering how a company which "provides" phone service is not reachable by phone. And the device itself sucks, as well!

    Kat 8/20/09 7:39AM

  • I spent a good two hours speaking with two tech support agents on the website. Finding out very little information on customer support, after two hours I did find out though that they claim to be working on getting a tech support phone number set up.
    However, they had no set date, and after conversing with them, believe that there really is no phone number being set up, and that she just wanted to be rid of me and my questions.

    plur11ap 6/24/09 6:37PM

  • This has got to be the worst company to deal with! Good luck with your dealings with this company. The people are pleasant at the customer service but its a very bad business set up. "take the money and run" pay for a reputable phone service in the long run its worth it.

    Elza Davenport 6/24/09 7:45AM

  • In my life I have not found a company with such spectacularly poor cusomer service.They give no address or phone number to contact!

    The easy three step process for signing on took me two hours. I talked to one rep for an hour and then he transferred me to a "higher level" of expertise and after another hour with that rep I was finally able to add Magic Jack to my computer.
    I am not a computer person so I had difficulty understanding how everything worked and just needed a simple "owners manual" to explain the system...none exists. To get the info needed it is necessary to waste large amounts of time chatting with a rep who generally doesn't understand what it is that you need.
    I would be happy to sign up for a class action law suit if there is one out there.
    I made the mistake of prematurely signing up for the extended service and cannot get a refund ...they refuse to give me my money back even though the advertising on their packaging states"100% satisfaction or money back". I was able to finally get a phone number from my credit card company and called that number only to be directed to another number.I have been on hold for a half hour and am currently listening to someone repeatedly telling me that "you are currently caller number two and your wait time is twenty minutes"...Does that tell you anything?!
    Ps Now the lilttle voice is telling me that my wait time is "thirty minutes"..... ARE THERE ANY LAWYERS OUT THERE????

    Vernon ST Whiz 6/15/09 8:36AM

  • Pretty funny that a company offering phone service makes it almost impossible to reach anyone from MagicJack over the phone!!! Their customer service is THE WORST!!!

    mrpurple 6/15/09 8:17AM

  • Tom Jackson
    I appear to have "lost" 200 minutes plus from my international call account and when I added another $10 I received only 35 minutes for calling the UK instead of the normal 500 minutes. Why?

    tom69 6/14/09 9:47AM

  • All I want to do is to extend service. It is almost impossible to do so.There isNO response when I follow the canned directions. I have sent FIVE requests for service. How can I get help ???????

    Anonymous 6/12/09 11:10AM

  • Sign me up for the class action sui8t, Magicjack is a joke and their customer service is even a bigger joke.

    Coz 6/2/09 3:02PM

  • My experience and many others I know who use the product found that dealing with this company is that it uses massive amounts of deceptive marketing practices. When they sell you a subscription it seems that of the four people and my self using the jack have noticed it does not function properly about 4 weeks before your renewal date. No Dial tone can be heard when picking up the phone and many people you call state they can't understand or hear what your saying. This is corrected the moment you renew. Thus you really only get about one month less then what your subscription is for. Also if you renew when you have time left say 6 months you will loose that 6 months as it becomes part of the time of the renewal time frame you buy. As a user of 2 jacks with different renewal times I also found they have been using deseptive ads in the jack window as well as false ads that are and out right lie. These ads are going to be forded to the justice department this June for investigation and the consideration to file a suit against this company is now being assessed.

    Overall the jacks in general are great the problem is the company practices which are not leagle, The time has come for this company to relaize they are not above the law. Stay tuned for futher developments in this regard.

    sanderson_111 5/26/09 9:19PM

  • Any attorneys here...We need to start a Class action suit....

    This company is not honest about their service, they tried to double bill me then put a hold on my account so I can't use the MJ anyway...The service is usually poor...and of course we only learned later that local service is not provided in many areas...So local calls have to use the area code and anyone that trys to call us locally is being charged long distance, since the closest area was almost two hours from our home. Billing is a joke..they tell you after hours and many calls that the service is corrected, and your are credited so you can use your MJ, but then you get that stupid thing on your account saying you are blocked for non-payment...Their agents and supervisors are made to talk in circles, and lie about your credit or refund, which they never give...
    Let's get a class action suit started...This company has the worst telephone and customer service that I have seen in any company in history.

    racing2win 5/26/09 5:49PM

  • Very, very poor support system. Customer Service is a joke.

    egraf 5/13/09 8:49AM

  • I had magicjack for a year with no problems so signed up for the 5 year deal and was ok for a couple months and now it doesn't work and I can't get a hold of anyone in person to talk to so I can find out what has happened. Anyone that can help me please post a phone # or email address

    Anonymous 4/15/09 7:03AM

  • I have ben doble charged, the day i signd up and canceled because i should have a 30 free trial. it has been 5 days and 9 chats and 1 personal call with a cs and i can't get them to rlease the hold on my account, which has caused me 58.00 in fees at my bank. They laim to have an "escalation" process but you chat ith twoo people who tell you nothing helpful and block you out of chats when you keep asking questions they refuse to answer. Stay away from this company unless you want to be scammed. My attorney says it amounts to wire fraud. We ought to get together and do a class action suit.

    salligal 2/23/09 9:54AM

  • I cannot get customer service and I can not get incoming calls on magicjack...the magicjack operator says I am not (willling) to receive calls...this is a lie!

    Anonymous 2/18/09 6:41PM

  • Submit your comment >>
  • I purchased MajicJack a few weeks ago, followed all the instructions and was setup and running in less than a half hour, including purchasing the 5 year plan.
    WE LOVE THE MAJIC JACK !! After using it for a week without ANY PROBLEMS, we cancelled our two lines with Verizon. In addition we just purchased 2 more MajicJacks to be setup in the very near future. I cannot express enough our satisfaction with this product AND live customer service. We realize that you must "type" your conversation, however, everytime we accessed the service, every issue was taken care of by the end of the session.

    Charlie in PA 11/28/09 1:01AM

  • My Wife talked to Jessica in customer service and she took good care of the situation we were having. we did not have to wait long for someone to answere and she was very nice.

    Breeze 7/24/09 4:27PM

  • Disagree. I just bought magic jack, had a question when setting up my account, went to online help and someone "popped" up instantly for online (chat) help and answered my question. No complaints here.

    bill23 7/23/09 4:48PM



  Contact Information  
Customer Service
281-404-1551
Complete MajicJack customer service contact information including steps to reach representatives, hours of operation, customer support links and more from ContactHelp.com.

Complete MajicJack customer service phone numbers and contact information at ContactHelp.com
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