Magic Jack Customer Service is a Joke

I have had Magic Jack for about 3 or 4 years now and I love the price and the service works pretty good for what I am using it for, but getting support can be a very frustrating and exhausting task. I have attached a text support chat below. I had to call twice and speak with two separate agents for one issue I needed help with. I will also admit that this issue was partially my fault to a certain extent, although the MagicJack web site is not very clear and is easy to misunderstand with the way it is written, but in my defense I wanted to call MagicJack to clarify what I did not understand on their web site, but MagicJack which is a phone service provider does not currently offer phone support. Please keep in mind that I do really like Magic Jack and I would recommend it to my friends and family, but I would have to say that they need to work on their support especially adding phone support to make things easier.

(Here is my first chat with a MagicJack rep which took about one and a half hours and no resolution just circles)

Please wait for a site operator to respond.
You are now chatting with ‘Sebastian’
Your Issue ID for this chat is LTK55401
Sebastian: Hello, how may I help you?
ME: I ordered a magic jack with the 5 years and received an email today saying they applied the 5 years to my account ###-###-####, but when I ordered it I ordered a new magic jack for a family member so it should not have been applied to my existing number.
Sebastian: Please wait while I check that for you
Sebastian: your  Order Number: #######  of Order Date: 10/29/2011   for  two  magicjack plus $ 69.95  + with Shipping: $7.95  Taxes: $7.10   .
ME: That is another order I placed
ME: I made 2 orders that day
Sebastian: Please wait while I check that for you
ME: Order ########
Sebastian: One moment please…
Sebastian: your order number  Order Number: ##########  of Order Date: 10/29/2011     5 year plan $ 69.95 + Taxes: $3.36  , total is   $73.31
ME: Thats the one
ME: I was gonna cancel it and just go to the store and buy it so I can have it faster but then decided to wait on this one, but I received this email today.
ME: Subject: Re: magicJack Order#: ########## Confirmation Dear ME, Thank you for contacting us. We would like to inform you that this order is intended for the 5-Year Plan that has been applied to your phone number ###-###-####. Therefore, this is not eligible for cancellation and refund. Please feel free to contact us if you have any additional questions. Sincerely, magicJack Support
Sebastian: It is applied on your phone number  ###-###-####
ME: I did not want that to be applied to this number it should have been a new magic jack that I can set up a new number on
ME: It is for my MOM
Sebastian: Okay  .
Sebastian: Do you want to change your  phone number now  ?
ME: No I want to keep the ###-###-#### phone number I want a new magic jack that I can plug in to my moms computer at a different location (her house)with a new separate number. Is there a customer service number I can call so I can explain it better.
Sebastian: We’d love to help you by phone but as of the moment we only do support on chat. However I will be glad to assist you with your concern.
Sebastian: Yes ,. you can keep  your old number with your new magicjack  .
ME: OK so I did not want this money to go towards this account. I wanted to set up a new magic jack number on a completely new magic jack / account
Sebastian: you have need to register you magicjack  with  the same e-mail address .
ME: what??
ME: can I manage multiple magic jack numbers under one account?
Sebastian: Yes .
ME: ok I wanted to add a new number to my account and still keep the ###-###-####
ME: so instead of applying the money to my ###-###-#### it should have been a new magic jack that I can create a second number on
Sebastian: yes , but  you can activate one phone number at  a time   ..
ME: ok so should I create a new account with a different email for the new magic jack if I want another number for my mother.
Sebastian: Yes  .
ME: OK so can I get a refund for this order and create a new account for a new number
Sebastian: you can choose the different e-mail address to create new account  . .
ME: ok so can I get a refund
ME: I would like to keep my number I just was not ready to extend the license
ME: That money was for a new magic jack for my mother
Sebastian: No . you can not get the refund on your new magicjack .
ME: WHAT
Sebastian: Please wait while I check that for you
Sebastian: Please ignore the above line  .
ME: Dear ME MARCHENA, Important: Please reply to this email within one hour if you would like to modify the order below. You do not have to take any action if you do not want to make any changes. If you don’t love the magicJack (we know you will), simply return it within thirty days – no questions asked. Order No.: ########## Reference ID: 30141905 Order Summary Qty Product Code Description Price Each Subtotal Charge Date 1 5YR6995 Five Year Platinum Preferred Plan 69.95 69.95 10/30/2011 1 REGULATORYFEES4.8 Regulatory and Compliance Expense 3.36 3.36 10/30/2011 ————————– ORDER TOTAL: 73.31 Your credit card will be charged on or after the following date(s) for the amounts listed below. 10/30/2011 73.31
ME: This is the email I received when I made the purchase it says nothing about renewing my number I made the purchase under the shop tab, which I thought I was ordering a new magic jack that I could set up a number on.
Sebastian: your order  Order Number: ##########  of  Order Date: 10/29/2011   for 5 year plan $ 69.95 + Taxes: $3.36
ME: YES
Sebastian: It is applied on your phone number  ###-###-####   .
Sebastian: your  ###-###-####
Sebastian: License Expires: 03/14/2018
ME: WOW this is going no where is there anyone else I can speak to
ME: I do not think you are understainding my situation
Sebastian: Please wait while I check that for you
ME: Can I cancel my Magic Jack plus order ########## then since I am not sure if that order is correct or not.
Sebastian: May I have your phone number which you want  to   register with  your new magicjack   ?
ME: I do not have a number I thought I had to create one once I get the Magic Jack
Sebastian: Yes , you can choose any number with  your new magicjack   .
ME: Can I please cancel both orders I placed that day and I will create new accounts for each one since I am not sure what is going on. You are confusing me
ME: I would like to keep my ###-###-#### as it was prior to the day I made the purchase on the 29th
Sebastian: One moment please…
Sebastian: Do you want to keep same number on your new magicjack  ###-###-####  right  ?
ME: Yes I want to keep this number…
Sebastian: Okay .
ME: I want to order a new Magic Jack with a New Number for my Mother
Sebastian: Is your  new Magicjack plugged into the USB port now?
ME: NO
ME: WHAT NEW MAGIC JACK??
ME: YOU GUYS HAVE NOT SENT ME A NEW MAGIC JACK REMEMBER YOU GUYS APPLIED IT TO MY EXISTING ACCOUNT
Sebastian: I  see  .
ME: I DO NOT UNDERSTAND WHAT IS SO DIFFICULT ABOUT THIS
ME: IT IS SIMPLE REFUND MY MONEY AND I WILL CREATE NEW ACCOUNTS FOR NEW MAGIC JACK NUMBERS
ME: THIS SHOULD NOT BE TAKING THIS LONG
Sebastian: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
ME: I AM GOING TO BLOG ABOUT THIS CUZ IT IS RIDICULOUS
ME: OK
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with ‘Jordan’
Your Issue ID for this chat is LTK554012830874X
Jordan: Hello. My name is Jordan. To better assist you, let me put you on hold while I read your previous chat. Thank you.
ME: I HAVE A MEETING I NEED TO GET IN TO, SO I WILL NE TO CONTACT YOU GUYS IN A FEW HOURS
ME: HOW CAN I GET IN TOUCH WITH JORDAN
ME: SORRY GOT TO GO MEETING STARTED I AM RUNNING LATE THIS TOOK WAT TOOOO LONG

Round 2 / Call 2 (This chat took about one and a half hours, but finally got my issue resolved)

Please wait for a site operator to respond.
You are now chatting with ‘Amelia’
Your Issue ID for this chat is LTK554012857796X
Amelia: Hello, how may I help you?
ME: I placed this order under the impression it was for a new magic jack / phone line, but I received an email saying that the 5 years where applied to my existing account as a 5 year extension, which was not my intention.
Amelia: May I have your ten digits MagicJack phone number please ?
ME: ###-###-####
Amelia: Please wait while I check that for you
Amelia: May I know when did you order ?
ME: On Oct 29, 2011, at 2:52 PM
ME: Order No.: ########## Reference ID: 30141905
ME: 1 5YR6995 Five Year Platinum Preferred Plan 69.95 69.95 10/30/2011 1 REGULATORYFEES4.8 Regulatory and Compliance Expense 3.36 3.36 10/30/2011 ————————– ORDER TOTAL: 73.31
Amelia: I will be right with you.
Amelia: Would you to cancel it now ?
ME: I want to keep my account ###-###-#### but I would like to cancel the extension time that was added by mistake is that possible?
Amelia: Yes it is possible
ME: I was trying to order a new magic jack for my mother
Amelia: I understood
Amelia: For verification purpose may I know your full name, Physical address, Email ID registered with MagicJack ?
ME: ME ###########################################
Amelia: Thanks for the verifiation
Amelia: Verification*
Amelia: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
ME: OK
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with ‘Bucky’
Your Issue ID for this chat is ##################
Bucky: Hello. My name is Bucky. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.
ME: Hello
ME: Are you there??
Bucky: Thank you for waiting.
Bucky: I’m currently checking your account as of the moment.
ME: OK Thanks
Bucky: Thank you for waiting. I’ll be with you in just a moment.
ME: OK
Bucky: Thank you for waiting,  ME.
Bucky: I have checked that your order was shipped last 10/31/2011.
ME: I thought the 5 years was applied to my account as an extension????
ME: What was shipped??
Bucky: I’m sorry for the delay. I’ll be right with you.
Bucky: Under Order Number: ##########.
Bucky: While onder number ##########, you purchased 5 year plan.
ME: NO, ME: Order No.: ########## Reference ID: 30141905 ME: 1 5YR6995 Five Year Platinum Preferred Plan 69.95 69.95 10/30/2011 1 REGULATORYFEES4.8 Regulatory and Compliance Expense 3.36 3.36 10/30/2011 ————————– ORDER TOTAL: 73.31
ME: Yeah thats the one I purchased this thinking it was a new magic jack, but turns out to be an extension.
ME: ##########
Bucky: Yes, that is the 5 year plan.
Bucky: It was applied to your magicJack number ###-###-####.
ME: You know what you win I give up this is ridiculous your tactics of using online chat worked I have been trying to explain this for almost 3 hours now with you being the second online rep I have been typing to. Just forget it and keep my account the way it is I did not want to order 5 years for this account I wanted a new magic Jack I do not understand what is so complicated about this.
Bucky: You want a refund on this 5 year plan order?
Bucky: I’m here to help you, ME.
ME: YES I want a refund on the 5 years, but I want do not want to cancel the ###-###-#### it should have had an expiration in 2013. I want to order a new magic jack line for my mother.
ME: YES I want a refund on the 5 years, but I do not want to cancel the ###-###-#### it should have had an expiration in 2013. I want to order a new magic jack line for my mother.
Bucky: Okay, please hold I would like to create a report and submit it to our billing department so that they can assist you further with this concern to process your 5 year plan refund.
ME: Sorry it is very frustrating communicating this way I think this would have been resolved so much faster via a phone conversation.
Bucky: I understand how you feel about it and don’t worry you will be refunded for that.
Bucky: One moment please…
ME: I appreciate your help I just want to make sure that my phone line does not get canceled, because I have given this number to many friends and family.
Bucky: Thank you for waiting.
Bucky: I have successfully submitted the report to our billing department, please check with your bank after 3-5 business days for your refund.
ME: Thank you for your help now how can I order a new Magic Jack without it being added as a time extension to my account. My mother want one..
Bucky: I have checked that you purchased magicJack plus with the Order number: ##########. Do you want to purchase another order aside from that?
ME: The 2 Magic Jack plus orders is for my business and a friend the regular magic jack was supposed to be for my mother.
ME: Now just to clarify the 2 magic jack plus I ordered will be new numbers and has nothing to do with my existing ###-###-#### right?
Bucky: I’m sorry for the delay. I’ll be right with you.
Bucky: Yes, correct.
Bucky: You can purchase magicJack plus again, the same thing when you purchased the latest order.
ME: OK, you know I was just looking at the site and I was confused by the 5 year plan that can only be applied to registered magic jacks and the Magic Jack + free rush shipping + 5 years I thought that I was getting a better rate because I was an existing customer they should reword it saying it will add an additional 5 years to your existing account.
ME: I would like to order one more magic jack but can I just use what I have already paid with or will I have to run my card again?
Bucky: You want to purchase another magicJack plus right?
ME: Can I just get a credit on the difference if I go with the one year magic jack + free rush S&H for 39.95
ME: Again Thank you for your help
Bucky: That is for the standard magicJack. Don’t go to your account at the my.magicJack.com. That is for the standard magicJack orders.
Bucky: For the magicJack plus order, you can go to our website www.magicJack.com or over the phone.
ME: what is the number I can call
ME: I have questions
Bucky: Yes, feel free to ask.
ME: Oh I thought you meant I could order over the phone
Bucky: Yes, you can purchase the magicJack plus over the phone.
ME: What is the price difference for the Standard Magic Jack and the Magic Jack Plus for 1 year
Bucky: Toll Free : 1-800-509-1709
ME: Thank you I think I will call
Bucky: The standard magicJack one year plan is $19.95.
Bucky: While magicJack plus:
Bucky: Device + S&H : $69.95
Bucky: 2YR Renewal : $29.95
Bucky: 5YR Renewal : $99.75
ME: Device + S&H : $69.95 is this for 1 year
Bucky: Please disregard it. That is the price of magicJack plus.
ME: OK so is there time included for this price?
Bucky: Could you be more specific with the time you’re referring?
ME: Like standard magic jack is 19.95 for 1 year is the magic jack plus 69.95 for one year?
Bucky: Let me explain it again.
ME: ok
Bucky: The standard magicJack one year plan is $19.95, that is for one year. While the magicJack Plus one year plan is $29.95 it is good for one year too.
ME: Bucky: Device + S&H : $69.95 Bucky: 2YR Renewal : $29.95 Bucky: 5YR Renewal : $99.75
Bucky: The standard magicJack 5 year plan is $69.95, it is good for 5 years. While the magicJack plus 5 year plan is $99.75, it is good for 5 years.
ME: OK so if I order the Magic Jack Plus for 69.95 this is for the device, so I will need to also buy 2 years for 29.95 is this correct?
ME: 1 ADDLMJPLUS6995R Additional magicJack PLUS with FREE Rush Shipping 69.95 69.95 10/30/2011 1 MJPLUS6995-E magicJack PLUS/EasyPay 30 Day Money Back Guarantee 69.95 69.95 10/30/2011 1 STDSHIP795 Shipping & Handling 7.95 7.95 10/30/2011 1 NOSHIPPING No Shipping & Handling 0.00 0.00 10/30/2011 1 FREERUSHSHIP FREE magicJack Express Tracking Mail 0.00 0.00 10/30/2011 1 REGULATORYFEES4.8 Regulatory and Compliance Expense 7.10 7.10 10/30/2011
Bucky: Yes, correct. But each device has free one year free of service.
ME: OK that makes sense.
ME: If I get another magic Jack Plus can we apply the balance I paid by mistake for the 5 years extension towards the new magic jack plus?
Bucky: It is not possible because the 5 year plan that you purchased was intended for standard magicJack device.
Bucky: That feature is not yet possible with the magicJack plus.
ME: OK, I think I will wait for the credit then I will order another one. Thank you so much for your help I hope you guys get phone support soon that is the only down side to the Magic Jack other than that everything else has been great.
Bucky: You’re welcome.
Bucky: 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 word “CLOSE” button on the top right of this screen and the survey will appear. Thanks again!

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