October 15, 2009 11:02pm by Steve | 
Cherry? I seriously doubt it.
Donald just submitted this Magic Jack “customer service” chat log to Ooine.com as a comment to my How to Uninstall Magic Jack post. It’s so lengthy and interesting that it deserves its own post.
After reading through the chat log, I can’t say that I side 100% with Donald. I understand his points, but he is clearly expecting too much from a chat conversation. It’s not like she had the authority to say, “You know what? You’re right, I’ll just go ahead and re-write company policy and implement it right now. I’ll call our ad agency and have them remove our commercial from the air immediately. Thank you for calling my attention to this sir, you are the first I’ve heard this from.”
Expecting a customer service agent on a chat line to respond satisfactorily to Donald’s level of complaint is remarkably far fetched. That being said, he does have valid complaints about the company, so I’ll go ahead and post the log.
—– begin —–
Please wait for a site operator to respond.
You are now chatting with ‘Eric’
Your Issue ID for this chat is LTK419081815422X
Eric: Hello, how may I help you?
Donald: I was wanting to find out why the magic jack is adertised on tv at multiple, different stores for 19.95, but when i went to buy one, it was 39.98?
Eric: The $19.95 is the renewal of license every year.
Eric: You need to purchase first the magicjack for $39.95.
Eric: That includes the first year of service.
Eric: After the first year, you will renew the license each year for $19.95
Donald: i understand that, but it is adertised for purchase on tv for 19.95. the commercial says nothing about a price of 39.95. Isn’t this EXTREMELY misleading to the public?
Eric: The advertisement has another price for it. But when you purchase magicjack from our site, it’s $39.95
Eric: They must be the retailer.
Donald: I just went to walmart and radioshack, and they both are selling it for the 39.95 price, why is this price not mentioned in your commercial’s?
Eric: Can I have the website of the commercial you mentioned?
Donald: It is a tv commercial
Donald: the only one you are running on tv
Eric: One moment please…
Eric: It’s stated there that $19.95 / year.
Eric: That means $19.95 every year but you need to purchase first the magicjack for $39.95
Eric: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with ‘Cherry’
Your Issue ID for this chat is LTK419081815422X
Cherry: Hello, Donald . My name is Cherry. To better assist you, let me put you on hold while I read your previous chat. Thank you.
Cherry: Please be informed that the $19.95 that is advertised is for the yearly charge of magicjack Eric and not the device.
Donald: my name is not eric, it is Donald. And the tv commercial is meisleading and what I and according to many on the web, false advertising.
Cherry: Sorry for that Donald.
Cherry: Which of it do you mean is falsely advertised?
Donald: Nothing on the commercial says anything about a 39.95 fee for the product and first year of service. it just says get the magic jack with the first years service for 19.95. Have you seen the tv commercials I am speaking of?\
Cherry: Yes, that is not what it meant Donald, the $19.95 is for the yearly fee.
Donald: Do you see how that is very misleading?
Cherry: I don’t think so Donald, because as what I have understand it shows that the $19.95 is for the service and not for the device.
Donald: It says nothing about the price of the device being additional. All it says is 29.95 for the magic jack
Donald: err 19.95
Cherry: I apologize for that but that is really not our price for the device Donald.
Donald: I now understand that, but your commercial is obviously being deceitful for a reason.
Donald: it is called bait and switch
Cherry: I understand how you feel about this Donald.
Donald: o is that it then?
Donald: so is tha it then?
Cherry: Yes Donald, you can return your magcijack for a refund just so long you’re still under the 30 day trial.
Donald: when does the thrirty days start? when I activate the jack, or from date of ordering? How long does it take to rec’v if ordered from your website?
Cherry: From the order date.
Donald: So how long does shipping take?
Donald: So agin, it is not truly a 30 day trial period.
Cherry: Delivery usually takes 5-10 business days from when it was shipped for Standard Shipping, and 3-5 businesses days for Priority mail.
Donald: so it is actually a 20-25 day trial period
Donald: Again, misleading
Cherry: That is how it works.
Donald: Your company obviously practices devious business practices. How long before you start jacking up the yearly fee?
Donald: How long is the 19.95/year price guaranteed for?
Cherry: The Gold plan can only be refunded if you wish to return a device un der the 30 day trial.
Donald: If I told one of my customers what your last statement to me was, I would be borderline of being fired.
Cherry: That is the policy Donald.
Donald: What about the 19.95 / year fee. How long is that yearly fee guaranteed for?
Cherry: Once it gets activated we can’t refund it back anymore, it’s only refundable if you return a device as well. If not then it can’t be refunded.
Donald: Let me try to make this a simple as possible for you. I buy the product. How do I know that the second year you won’t up the annually service fee to 59.95? What kind of guarantee’s do you have of future yearly service pricing of 19.95.
Cherry: You will be sent out an email as soon as you’re license is about to expire.
Donald: Again, what is your guarantee that you wont jack the price up the second or third year for the service from 19.95 / year to hypothetically 59.95 / year. Please stop dancing around the direct wuestion i am sking you?
Cherry: No we won’t Donald, our system does not lie.
Donald: Soi you can guarantee me the yearly service charge will never go above 19.95 / year?
Cherry: Yes
Donald: Will a copy of this chat be emailed to me?
Cherry: No, you can copy and paste it on your notes Donald.
Cherry: Please do not worry as I have recorded our chat making it very easy for the next tech to understand your concern if you may comeback again.
Donald: But then your company could say i doctored the chat. I would prefer you email me a copy of this chat from your company to me at [removed]
Cherry: We can’t email you a copy of the chat Donald, our email system is not available.
Donald: You are the first company i have ever had online chat with that did not VOLUNTARILY or Automatically send a copy of the chat session automatically. Obviously this is for a reason
Donald: If you can chat with me, email has to be available to you.
Cherry: No Donald, its just that our email system is not operating as of the moment.
Donald: Can i be transferred to an upper manager along with a transcript of this chat please?
Cherry: I can’t transfer you to anyone else here Donald.
Donald: Why
Cherry: I am not allowed to do that.
Donald: I was transferred to you
Cherry: Yes, they are allowed but not me,
Donald: I am sorry Cherry, but I just don’t believe that you have the authority to make the guarantee you just made to me, that is why i want someone from upper management
Cherry: I can’t transfer you to anyone else here Donald.
Donald: Noi disrespect, but i don’t believe you. What is your title and employee id or some way of identifying you other than by just “Cherry”
Cherry: I am Cherry Thompson.
Donald: How do I reach management? is there ena email address or a phone number I can call?
Cherry: No Donald, everything needs to be done here on this chat.
Donald: What kind of company has untouchable management?
Cherry: That is our policy.
Donald: OK. You leave me no other choice than to post this chat conversation on the internet for anyone that wants to look can see. Thank you for your mediocre assistance and i will continue to reach you management. Every company has a phone number.
Cherry: You are welcome.
Cherry: It was indeed a pleasure assisting you today.
Cherry: I hope I have somehow helped you with your concerns today.
Cherry: Have a good one and be safe always.
—– end —–
Tags: 
Category: 
Just tried majicjack.disconnected after 1 day.too many dropped calls.After researching it a little better I should have never installed it.Will try skype or vonage or something else
I have used Magic Jack for 1 year and contacted Customer Service Chat Log twice for assistance. My needs were taken care of in a courteous manner and I was well pleased with Magic Jack Customer Service.
I have to disagree with Donald. I have seen the comercials, and they do clearly state the cost of the Magic Jack device, with a renewal of $19.95 per year. I don’t know what Donald was seeing (I assume he was seeing what he wanted to see). My girlfriend bought the Magic Jack (fully knowing the cost from TV). It was highly unstable at first. It seems to have gotten a lot better since she first got it. She has had it for nearly two years now. As long as you don’t mind depending on your computer to handle you phone, then I suppose it’s the cheapest rout one can take. I do know that if you are downloading large files, or watching video, etc. where your bandwidth is maxed, your phone calls will be highly compromised. They will be vey choppy, and can’t understand what the person is saying, or the call will get dropped all together. Call me old fashioned, but I personaly will stick to my classic telephone service from the phone company. At least I know it will work, and work well when I pickup the hand set.
Icannot recall my e-mail address and password when I register my magic jack gadget . I have been using it and work well until I change my e-mail address and new password yesterday. don’t know what to do or how to associate with log in. please help. thanks.
I want to Know how to put more money so i can call to Mexico. How can I do it?
I sm legally blind I have ecive a error opening url applaction also it has removed my contact please can you help me. I have changed servers I how have comcast my new email is [removed] magicjack numger [removed] ihave been with you for a yeat and half i am on a 5 year contract Morris d sanders
How does one reach the Magic Jack chat line. All I can get from Magic Jack.com is an offer for whatever I want to pay them to solve my problem. Not interested in that. I’ve been on the chat line before but got there by accident.
Max, try using this link: http://www.magicjack.com/9/customercare.asp
Hello Magic Jack Customer service
You say there is a 30 free trial period? How do you figure that? You have the nerve to ask me for my c/c information? Try this game with some other idiot down the street. Not the one that resides at [street address removed by admin], Corbin, ky
[telephone number removed by admin]
regards
r.parker
Is this for real? You are posting a comment on a personal blog. We have nothing to do with Magic Jack. We’ve deleted your address and telephone number to protect you from your own stupidity.
Daniel Borislow, founder of MagicJack, is the same fella that helped to found a company (Tel-Save)that he putatively stripped, robbed, and got fired when its value dropped to one-ninth its top value.
Anyone who buys from a company that has no address, no email, no contact names, may well deserve the euchring they are sure to receive. All it takes is for folks like you to keep posting messages and/or web pages advising the world that MagicJack is a scam. Say it enough times and their primary targets for victimization (people of lesser economic means) will wake up that much faster.
Personally, I wish to thank you all for posting. My friend bought a pair of these today from Radio Shack, and, thanks to the Cydoor spyware and so many helpful posts, we already returned them. Again, thank you all
i AM LOOKING FOR HELP
how can i reset my magic jack from another pc to another pc
how do i renew my magic jack?
How do i change my number i’m new to magic jack please responed thanks
Magic Jack has NEVER been sold or advertised at $19.95, and this price is service continuation only. Their product works well, but does have limited numbers in my state (CT)
when iconnect they asked me to put my visa card nmber and they charged me 3 dallars ineed explain
also ineed to know how ipay the bill
How can i renew my (2) Magic Jack since are no longer in use since Sept.2009. I send it my sisters outside US.
Here are the numbers (201)203 8097
(201) 203 6187
Can i just just the credit card i used when purchased the units or you can send me a bill and i will provide you the address.Also i got a 3rd one that also need to renew in advance
Pls. send me an e mail ASAP
please want to pay my bill can’t seem to get through to anyone
We want to renew our magic jack contract. It rejects the credit card. Please call notify us as what to do .
I would like to deactivate my phone 941-792-1613. HELP
This guy is nuts!
The kind that doesnt seem to get the hang of comon since.
Hope he never calls me for ANYTHING!
I bet his life is full of fun like this
I will like you to disconnect the local and long-distance service from my contract please! Don’t forget to credit my account in full–I believe the fee was $19.99 (Account name:Denis N. Ndebum).
Thanks.
Am I in some kind of alternate universe here? Is this a joke? I swear, you people give me no hope whatsoever for the human race. Sure, I’ll wave my hand and magically fix your long distance service. Done. And your account has been credited. In fact, I’ll give you an extra $50. Have fun with it. Buy some brains.
Please I need renew my licence and change the magic jack number, a mistake the operator Magic Jack give my number to other person. I need the service Magic Jack and renew my licence, please
please tell me why I made a phone call to Belize, dialed the wrong number and the vioce said I had 95 minutes. I hung up immediately and called the right number and the voice said I had 60 minutes left.
Jane
MagicJack Product, Support and Service Sucks
MagicJack is just another money–grabbing company that promotes a “30 day money back guarantee ” product that is designed to accomplish a single goal. That goal is to get your credit card number.
The MagicJack I purchased did not function. I also purchased for $69.95 the extra 5 year plan. But all my clients said the sound quality was horrible!
The web site is a joke. There is a bunch of instant fix downloads (that don’t work). There is however, a great deal of hype about the amazing thirty-day no-risk guaranty. What is MAGICALLY missing is any way to contact this company to arrange to return the product and cancel the scheduled payment at the end of the thirty-day trial period.
There is a live-chat customer support line. I wasted 90 minutes of my life there, with no solution at all. This is exactly what you can expect from a predatory rip-off company such as this.
My unit never worked properly. I intend to dispute this charge with my credit card company. They do this regardless of the nature or character of the predator.
Here are their support phone numbers.
Main Office: (561) 594-2140 – you can apparently only leave a message
Billing Inquiries: 281-404-1551 – open from 11am to 8pm EST
i would like to make a payment to activate my magic jack and here is the number 2022396000 i need your help so i can use this phone. expecting your reply as soon as possible. thank you
My phone # was disconnected & I need a way to pay your inorder to keep the same #.
Need help ASAP & do NOT feel good @ entering all my information over
A open web sight USE on of your phone lines to give me a call (not on your ohone line because it is disconnected) email me at above addess to get a phone #
Seriously?
I had a magic jack butI also have had tennants in my home and I find now the magic jack is missing. I purchased another , Today I decided to try to call the old number and it said no incoming calls accepted at customers request I never requested anything could the person who stole it have made this request?
i made a payment using my card to activate my magicjack last month but found out later on that i was charged twice. what must i do or who do i call?
I am having a problem with calling out on my magic jack i need some one to get call me or email me asap @ 407-334-2693 mj# 678-971-7017 thank you Mrs. Nixon
About 2 weeks ago my magic jack quit working the volume went way down on the line and you cant dial out. It cuts in and out when someone calls and you cant understand what their saying. I need someone to call or get on line with me so i can resume service. Rodney Thomas 601-992-6113 or your magic jack number 601-653-6113.
My b/f has used the magic jack for a yr now and i jsut went out got one i think it is a wonderful item dropped calls well u can not sue ur puter while useing the phone that causes glitches and dropped calls common sense but in any case even 39.95 aint a bad price very good price if i say s o myself
))
Dear sir : The majik jack is displying the calls made earlier and the contact field has also become empty. How come/ Pl advise
sorry. i meant majic jack is NOT displaying the previously called nos and the contact field is also not storing and displaying the nos stored. Pl help.
This is my second request for help please contact me about my service not working. The fact that you cannot reach anyone to help is sad. I am paying for a service that you wont help fix. Please call 601-992-6113. Rodney Thomas.
Hi Rodney,
Maybe you should try contacting Magic Jack customer support.
You have the info. in the Email so contact me as I suggested by telephone number given. Do not call on your line as I cannot here on Magic-Jack
Phone.
Rodney Thomas
Like I said, you should probably try contacting customer support.
my #[removed]i have a dial tone but will not ring the computer says the its not supported it was at first i have reg but the pass word you gave me did not work and i cant get back to the site
and also i have windows xp
Why can’t I get on my majic jack phone line? I have a 5 year subscription.
adonde tego que ir?y como puedo aser para pagar mi bill de mi MAGICJACH
This is one of the most hilarious bad customer service blogs I’ve read recently… Surely these folks also paid for magazine subscriptions sold door-to-door by traveling teens with a generic blank receipt book. Your call from MJ customer support will probably come through when your magazine does!?!
I know! I hear you. There is some sad stuff here. We constantly get comments on this single post all the time. I fear that it’s mostly from non-English speaking folks who just have no idea that this site is not an official Magic Jack site. We we could help them, but there’s just no way. Occasionally though, we do get a helpful reader attempting to actually answer questions… which is very nice of them.
When I turn on my computer each morning and majic jack completes loading, it indicates that my subscription is about to expire. I purchased three (3) MJ when in Huntsville, AL on a infomercial in November 2009 and opted for the two year plan. Why am I being alerted that after only one year my subscription is about to expire???? Please advise soonest. Thanks,
It’s probably because MJ is really good at taking orders, but not so good with actually managing their customers’ data.
my magic jack worked last night but now it wont work i need to know why i can press bought it at a store but then when it say next i press it but then when i press set up new account it dont have a next button or nothing and i need to know how to register it and set up my email so plz help me u can email me at [removed]
i have tried to contact you before i pay an invest in your product let me talk to someone in person i don’t want to chat on line
I need help please, with mi renewal services
I need please a telephone number when I can do mi nerewal, because online is imposible, all time said the page has a wrong. the last time recivied my card information and then said the page has wrong. I need the services urgent. thank yuo
can yuo please leave a telephone number in my email, when i can do de renewal? Thank yuo
Does the computer has to be on 24/7 to receive calls?
Yep Izzy. Your computer would have to be on in order to make or receive calls.
hi i just bought this magic jack at one of the store here..then i download and follow the instruction but why is it when i try to dial the number to call to US i cannot make a call..pls help me how to make a call for free to US..pls reply as soon as posible..thank you
MagicJack, please answer me. I cannot get my Magic Jack to conatact any information. I only get three fast busy signals, then NOTHING. Can you help?
I renewed my magic jack and gave out my credit card numbers then, the magic jack never renewed. I am wondered what happened?
Hmmmm….