Is this MagicJack company for real? I'm getting worried.....

[zeico]

I'd like to know: How did some of you posters even find an email address for MJ that works? You open their site, go to "Inventor Dan" at the bottom, see all the topics, read about getting an RMA from the Shipping link (to possibly return it if you ever do receive it and are disatisfied), and then click on the Guarantee and Contact Us email link. It ain't working! PAGE NOT FOUND, and the page immediately redirects back to the MJ Home page without any prompting.

I ordered mine for Priority Mail shipment (2-4 days) on the 5th of Jan. $73.00 with the 2nd year as well and priority shipping. Today is the 9th. I got an "offer fulfillment" notice yesterday with a tracking number, but as of today the USPS says it hasn't even received the shipment from MJ yet. Uhhh.....I believe the Shipping info on their website says orders placed by 3:00 on weekdays will be shipped the same day? Not Why did I get charged extra for the expedited shipment delivery? Do I get a refund?

No phone number for MJ, no email address for MJ, the "Sales" Chat Line is impossible to get to, and the website really sucks in general. Is this company folding up? I feel very let down in every respect. Maybe it's time to start talking class action lawsuit? Who would be interested - besides me, if we don't start getting some answers from "Dan The Inventor" posthaste?

If you're reading this, Dan The Inventor, COMMUNICATE! Send out emails to your new and existing customers. Admit the problems. Explain. Apologize. Give us a phone number where we can actually talk to someone who has knowledgeable answers, or an email address where we can get a quick response to our questions!

You know what it seems like? After reading all the topics and posts on this forum and BBR, 3 months ago this thing was flying high. Rave reviews. And then something happened....something very bad.

[kumar]

I am sorry that you did not get your Magicjack yet, but you have to cut them some slack. They are in BETA!! NOTHING is perfect in the beginning. So just be patient, wait a few more days and learn ur lesson on not getting priority shipping from ANYWHERE....i honestly only use priority if its cheaper. You get it at the same time most of the time. Oh yea they do not have a contact number, you can try using the sales chat if you are having any trouble....There is a link to it posted on this forum somewhere.
Well keep us updated and enjoy your jack (When you get it).
Kumar

[zeico]

I'm sorry to disagree, kumar, but I certainly do. You made the comment about betas not being absolute "perfection", and you're right about that. You expect bugs in beta releases. Glitches do occur, but they are usually quickly weeded out and fixed within a day or two. MJ has a lot more than simple bugs and glitches. The website is not ready for primetime, pure and simple. Virtually every link you click on gives misinformation, no information or is broken, and I haven't seen one damned change or correction on their website since I've been viewing it over the last two weeks - including area codes. Where's the Webmaster? (Of course, how would he/she know there are problems with the website? There's no email address or phone number to let MJ know there ARE problems!)

Example: When you order an MJ, you are asked if you want priority shipping, and it tells you they will provide you with a tracking number. However, if you click Shipping on the "Dan The Inventor" page, it says tracking is not available on orders of less than 3 MJ's.

Example: How do you cancel and return an MJ for refund if the emailing link to get the RMA is "Page Not Found"?

Example: The 6 FAQ's (very limited in number) are not primary topics you and I would normally ask, and the questions we would want to ask aren't there. How WOULD one go about asking a question anyway if you can't email them because their email address is no good or they don't have the professionalism to offer a phone number to call?

Example: You order an MJ, and designate your email address and a password at the same time. But then, when you try to enter the my.myjack "lounge" it won't accept your email address and/or password? And there is no explanation as to why this has happened (unless you're smart enough to go a forum like this to get the answer).

Example: You go to the Shipping/Order Status link on the Customer Care page, and it doesn't even mention priority shipping being available.

Example : Who said MJ is the 2007 Product Of The Year? Where is the referral link to whoever gave MJ that honor?

Example: All those nice Features touted on the Home page! Are they all operational? (If not, there should be a disclaimer.) Even the fact it is in beta is not mentioned on the Home page, and is only mentioned once elsewhere.

Example: A SALES Chat Line? For what? We already bought MJ! We need a TECH or CUSTOMER SERVICE Chat Line!

Example: What? No company sanctioned MJ forum anymore? Too many negative posts, perhaps?

Look, when a company offers a beta program they should not put it on the market unless it is 95% up and running successfully - within reason. The examples I just gave are merely a sampling of the MAJOR problems MJ has - and I'm not even talking about their claimed excellent call quality.

That's my two cents, and I think an ill wind is ablowin'. And why are you apologizing because I haven't received my MJ? You work for them? (Just curious.)

[trodecke]

Zeico,

Most of the examples you gave were of issues with the website, not issues with the MJ itself. I suppose that's understandable since you've not received your MJ yet. Once you get it, and understand that it is in Beta and is only a tiny fraction of the cost of a regular phone line while it's in beta, I believe you'll be happy with it. You're quite right that the MJ website is much less than usable right now but I'm going to guess it's because the company is spending it's time and resources on developing the MJ and going through whatever processes it needs to go through to get more area codes available. They've already been certified as a LEC (Local Exchange Carrier) in all 50 states, which is no small feat, let me tell you. I'd say that once the core product is improved and ready for prime time then they'll spend the money on the marketing and make the website much more user friendly. If the scenario I've laid out is truly what's happening then I've got to hand it to MJ. Far too many companies gloss everything up first then provide a product much much later.

[zeico]

I certainly understand what you are saying, trodecke, and I agree with most of what you say. At this time, my biggest concern is not the quality of the product and its developmental perfection, but in communication - especially, it seems, for people like me who go to the MJ site, read about the wonderful features, see the fantastic low price, order the MJ and then find out from forums and chasing down the links on the MJ website through further investigation - that nothing is as it was portrayed and advertised initially regarding their order. If you read many of the posts in forums like Broadband Reports, et al, you find that some people have been waiting for a month and a half for their MJ and are very frustrated. Now that it appears I may experience similar delays in getting my MJ (after spending the extra bucks for 2-4 day delivery), that same frustration is wearing off on me as well.

This creates doubt in the company and its image - regardless of their heroic efforts and hard work to perfect the product. But again, communication is the solution. A standard email from Dan The Inventor to new purchasers would be a great confidence-builder. When a company doesn't do as it says it will do, and doesn't apologize for it, it is just not right. If they can't deliver on their shipping promises they should immediately notify the customer. That would show good faith and sincerity on MJ's part. They need to explain why a new buyer (without his/her MJ) cannot access Customer Care and their account until they actually receive the MJ. Dan needs to explain why a customer ordering an MJ is never asked what area code he/she wants at time of signup. I know that bothered me - but only because there was no explanation whatsoever as to why I wasn't asked. Hey, I gave up on blind faith a long time ago!

I've read the customer rave reviews, but it seems most of the good ones were sent in between June and September, 2007. Lately, there seem to be more complaints about bad call quality, problems with Beta4 supposedly ruining MJ, lack of tech support and rude customer service reps in general. But the biggest complaint I read about is the fact that new MJ-less customers can't talk to anyone about their order or get questions answered.

By the way, I live in the southern part of New Mexico. Area code 575. There are no area codes (505 or 575) listed for the entire state.

I'm all for innovation. I had Packet8 for about 2 years, and it was decent. Call quality and hangups were the biggest problems for me, but their customer service was always there to help me fix a problem, or, simply talk to me and let me know the company was still in business. You apparently know the situation: New companies come and go very quickly in this quickly changing and exponentially growing era of innovation.

I thank you for your comments, and I will do my best to give this more time. I also hope Dan will read my concerns in these posts and realize the truth in what I am saying. I will also tell you this: If it works for me I will become one of MJ's greatest promoters. But...I am still waiting for my "priority mail" MJ order to be sent to me. Perhaps they will get around to it tomorrow.

[drjekyl]

You are exactly right. The company treats customers like yesterdays newspaper put on the bottom of a birdcage.

REMOVED

They think that this product will revolutionize the phone industry. They are sadly mistaken and this product will flop and die if they do not drastically improve the reliability of it and, most importantly, the support of it. No one will want to "spread the good word" about MJ if the thing barely works and there is no one to call for help when it doesn't, no matter how cheap it is. As a secondary device for making calls, it is fine, but it will NEVER become a primary phone device
for mainstream America replacing POTS if there is no customer service and support.

[MDAVIDM]

What are we to make of magic jack's poorly designed web presence where every "support" link is a dead end, where there is no way to call the company, no mention of it's location, no functioning email address, and no response to its user's valid pleas for support?

Either this is a company having massive growing pains or it is a company in its death throes.

Considering the worsening of the situation with time (while the company web site still claims the wonders of it's magical product--so easy grandma could install and us it!), I think it's clear this is a dying company.

Jump ship and try to get your refund now...and just a small bit of consumer advice here...if you don't get your refund after returning the device, keep a copy of the web page's 30 day free trial offer along with your magicjack receipt and call your credit card company to challenge the charge to your account.

[trodecke]

There are no area codes (505 or 575) listed for the entire state.

I feel for you. No Oklahoma area codes either. I selected one from Dallas for now and am using GC and the spoofer to make it a 405 area code.

I hope things work out better for you and that you get your MJ soon. I think you'll be pleasantly surprised when you do. Peace.

[digitalnomad]

If they get some customer service...they will really have something. It really could be a Skype killer.

[kumar]

So did you get it yet?
Kumar

200TH POST!!!

[zeico]

So did you get it yet?
Kumar

200TH POST!!!

I'm not sure you are replying to, kumar, but I did get mine. I apologize for not posting that on this specific topic, but did post it elsewhere. All that remains now is for MJ to work the bugs out of their system. I had a good goofup happen today 3 times..... You know how - like when you're calling your bank, or the V-A - you are sometimes asked to enter your account number and press the #key? Well every time I did that it their computer would answer back with, "404004-0440-03-4044 is not a valid number". (The number I punched in was actually 440-30-****!) I tried it 3 times with no success, and then finally did it with my cellphone with no problem. Just dialing a number on MJ has been no problem, though, so I don't think it's a case of sticky buttons on the phone.

[testing123]

...

As a secondary device for making calls, it is fine, but it will NEVER become a primary phone device
for mainstream America replacing POTS if there is no customer service and support.

If they get some customer service...they will really have something. It really could be a Skype killer.

Have to agree. Just give a Status Page, improve reliability, have SOME WAY TO CONTACT THEM for some occasional help (i.e., Official Wiki or Knowledgebase) all could be good.

But, sometimes you have to wonder do they HAVE to do ANY of this??? We have already paid for them; and many others will as well and we will continue to use them thinking "well I only paid $..." or "it's only in Beta"

Is there much incentive to improve ANYTHING? What will you do if you get tired of it??? Stop using it (Probably not)? Oh well if you do stop using them, just more capacity on the network for others to use theirs.

Just thinking out loud ... with Pre-Paid stuff there really isn't much incentive to improve any Service after the Sale.

[trodecke]

with Pre-Paid stuff there really isn't much incentive to improve any Service after the Sale.

You know the old adage, it's twice as expensive (if not more) to get a new customer as it is to keep a customer. Their incentive is a 5 year business plan which most investors require before providing funding. If MJ is a flash in the pan, fly by night organization then you'll have gotten phone service for a year or two for $60 total. Not a bad deal. If they're in it for the long run and, like most entrepreneurs, want to grow the company so they can increase their profits, they'll have to keep their customers happy. Since I'm more of a glass if half full kind of guy, I prefer to believe that they're in it for the long run.

[testing123]

with Pre-Paid stuff there really isn't much incentive to improve any Service after the Sale.

You know the old adage, it's twice as expensive (if not more) to get a new customer as it is to keep a customer. Their incentive is a 5 year business plan which most investors require before providing funding. If MJ is a flash in the pan, fly by night organization then you'll have gotten phone service for a year or two for $60 total. Not a bad deal. If they're in it for the long run and, like most entrepreneurs, want to grow the company so they can increase their profits, they'll have to keep their customers happy. Since I'm more of a glass if half full kind of guy, I prefer to believe that they're in it for the long run.

And I am the quintessential pessimist -- I believe when it see it.

No diss, I hope they ARE around for the long haul ... with some cheap, realiable, Supported phone service.

[jephboy]

Ya'll need to stop complaining about dirt cheap phone service. Even if the company dies in a year, the price you paid for the equipment and a few months of unlimited service is already more than your money's worth. I used to pay $29+ a month for Vonage. Had it for 4 years. Finally called it quits because I got tired of being raped in the wallet.

Unlimited phone service for $20 a year? I'm not complaining. Even if they go out of business tomorrow. That's still less than one month of Vonage.

Besides, most everyone nowadays has a cell phone so home phones aren't your primary phones. If you intend to use this as you primary phone, I would suggest you find an alternative if you're not comfortable with PC based VoIP technology. Not everyone's cut out to switch over to the new technology and the growing pains fo the VoIP industry.

[testing123]

Ya'll need to stop complaining about dirt cheap phone service. Even if the company dies in a year, the price you paid for the equipment and a few months of unlimited service is already more than your money's worth. I used to pay $29+ a month for Vonage. Had it for 4 years. Finally called it quits because I got tired of being raped in the wallet.

Unlimited phone service for $20 a year? I'm not complaining. Even if they go out of business tomorrow. That's still less than one month of Vonage.

Besides, most everyone nowadays has a cell phone so home phones aren't your primary phones. If you intend to use this as you primary phone, I would suggest you find an alternative if you're not comfortable with PC based VoIP technology. Not everyone's cut out to switch over to the new technology and the growing pains fo the VoIP industry.

In theory I don't disagree with you, EXCEPT

either Deliver what you Promise; or don't Promise sh*t. Good rule to live by as a Startup. Nuff Said.

[gbeach]

Return link doesn't work. Fix link doesn't work. Link provided by chat agent doesn't work... I this company legitimate? How can I return if I can't get to the correct site.. if it exists. 30 day guarantee... how? Customer service is nonexistient! Device worked fine for 1-2 days then the audio quality went to crap. No help available form the company. Even the links the chat agent gave didn't work. makes me question...

[gooney]

Return link doesn't work. Fix link doesn't work. Link provided by chat agent doesn't work... I this company legitimate? How can I return if I can't get to the correct site.. if it exists. 30 day guarantee... how? Customer service is nonexistient! Device worked fine for 1-2 days then the audio quality went to crap. No help available form the company. Even the links the chat agent gave didn't work. makes me question...

make sure you type www before magicjack.com like so http://www.magicjack.com if you just type magicjack.com it will not work because they need to fix their redirect code.

here is the link to the return form http://support.magicjack.com/cs2.html

scroll to the bottom and you will see the form

[edkoby]

Magic Jack Home Office is in West Palm Beach, FL. I have had no problem contacting them and getting assistance, as needed.

[zeico]

Magic Jack Home Office is in West Palm Beach, FL. I have had no problem contacting them and getting assistance, as needed.

So what is their "good" phone number, "responding" email addresses and "viable" mailing address?

[Gerry_52]

Part of paying only $20 a year for unlimited north american calling is you don't get all those amenities. Vonage has that type of customer service, but it is $30 a month for the same service that MJ offers. That is part of their business plan.

[gruz]

I can see why people might like MJ: the price is right and it is a simple windows install. But it's not likely the price will stay as low as it is now. And people run into the kinds of problems that often crop up with audio programs on a computer.

Speaking for myself, a good alternative to mj is to buy an ATA such as a pap2. You can get them at voxilla.com, voipsupply.com, ebay, etc. About $50.

Get a free account at gizmoproject, and another one at grandcentral. Signing up with Grandcentral will get you a free incoming number and they have a lot of them for the US. Set GC + GP up and you will be able to call North America for free and receive calls from anywhere for free. The ATA plugs into your router, so you don't have to install anything on your computer. You do have to *initiate* outgoing calls by going to the Grandcentral website, but that's it for the computer.

And you aren't tied to one voip outfit. If mj goes down, your magicjack is useless. SIP is not going away, and your ATA will always be useful.

And SIP to SIP calling is getting more usual. It's like the free MJ to MJ calling; but with MJ, you can only call other MJ users for free; if you use an ATA, you are not limited: you can call directly anybody with an ATA; no dependence on one voip company.

To me, MJ is flashy and attractive at first glance, but buying an ATA is almost an investment: it will never 'go out of style'; it will become more useful as voip becomes more common.

[Lucky225]

Part of paying only $20 a year for unlimited north american calling is you don't get all those amenities. Vonage has that type of customer service, but it is $30 a month for the same service that MJ offers. That is part of their business plan.

Vonage customer service is a joke, it's outsourced to india just like MJ's.. only difference is you can understand MJ's customer service since it's typed and not spoken in broken english

[Gerry_52]

Gruz,
I can assure you that well less than one half of one percent of all the MJ owners have any desire to do any more than buy an MJ plug it into their computer and hope it works. I am a senior RF communications project engineer and I have no desire to set up an ATA. I bought the MJ because it is a cool idea and it works and if it doesn't than for less than the cost of a dinner for two at Dennys I'll throw it in the trash or give it to someone else that wants to mess with it. I would say that 90% of all ATA users are 16-35 years old, male and are into computers, this is not the demographics of North America (the current market for MJ).

Lucky 225,
I never said they had GOOD customer service, but by the simple fact that they have a phone number where you can call up and vent your spleen when something real or imagined goes wrong whether or not they fix your problem, they have to pay those people somehow. There simply isn't the money to support a customer service (good or bad) department like Vonages in a $20.00 a year dongle when you are trying to support the infrastructure needed to support the MJ dongle. Whether or not they will survive in the long term is yet to be seen. I would bet they will. I think it would be very hard for me to decide on whether I wanted really terrible customer service or no customer service...how about you?

[zeico]

Uh....do you have that phone number you talked about? I can't seem to find one, Gerry_52.

[Gerry_52]

zeico,

You want Vonages customer service number? 1-VONAGE-HELP

[zeico]

Sorry...I thought you meant MJ's phone number.

[Gerry_52]

If I had that number I could sell it to disgrunteled MJ owners...would finance a rather nice car!

[suptclark]

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Smile[/color]
It's cheap. Sound Quality great. It's a RAVE