MagicJack

Product didn”t work at all. Total Rip-Off. Spent 4 Hours on the Phone with 4 Different People including Supervisors and they couldn”t make it Ring for Incomming Calls. Got Return Authorization and sent back during the 30 Day Free Trial (careful, they start the clock ticking from the second you place the order, NOT when you receive and activate the product). They then refused to refund my $21.00 Fee to Port my Original Number I had for 20 years from my previous provider. As if that insult wasn”t enough, they held my Phone Number Hostage for a Ransom of an ADDITIONAL Fee of $30. in order to Port my Number OUT to a new provider that actually Worked. I sent a complaint to FCC as Magic Jack has a “Policy” that allows them to Extort Money from Consumers after they send them Defective Products. Chat Text Below… Please wait for a site operator to respond. You are now chatting with “Adam” Your Issue ID for this chat is LTK554082579354X Adam: Hello, how may I help you? Tom Holderbach: I ordered Magic Jack on the following order number TS21588556 and had my number ported from Brighthouse. The Magic Jack failed to work properly (would not ring for incoming calls) and I spent over 4 hours working with you call center reps and I did everything properly and no one including a supervisor could get it to work. I got a return authorization and sent the product back and switched to Vonage. I need a full refund for all charges to my Credit card and my number ported to Vonage for Free (apparently you want $30. to Port my number which is Illegal under FCC Federal Law). Failure to resolve this wil result in a formal dispute for the charges to my Credit Card Compant since your Product was defective. A Formal Complaint letter about your Fruadulen Consumer Practices to the FCC. And I will personally Discourage everyone I come accross in any internet forum or in person to NEVER use Magic Jack as it is a patent rip-off and doens”t work and they keep your money. Hopefulle we can resolve this today so I do not have to go through those legnths. Adam: I”m sorry for the delay. I”ll be right with you. Adam: As I can see here, you are already refunded on your device. Adam: Unfortunately, you need to pay $30 to port out your number. Tom Holderbach: That is Illegal. Adam: Unfortunately, it is our system that is asking for the charge Tom. Adam: You do need to pay $30 to port out your phone number. Tom Holderbach: You need to port my number if I request it in the Specified waiting period. That is FCC Rules. I don”t care that your company has a policy that lets you rip off consumers. Adam: I believe I have provided all the necessary information that you need. I will end this chat now. If you have any other concern, please don”t hesitate to chat us back. Thank you. Adam: Since we haven”t heard from you, we must release this chat. Please click here should you need further assistance: www.magicJack.com/techchat You are not currently in a chat session. Please wait for a site operator to respond. You are now chatting with “Marybeth” Your Issue ID for this chat is LTK554082582540X Marybeth: Hello, how may I help you? Tom Holderbach: I need to access my Voicemail messages via phone. How do I do that Marybeth: Just need to dial your 10 digit phone number Tom Tom Holderbach: It”s busy when I do that. Marybeth: May I know if it is the telephone that is connected to your mj device you are using ? Tom Holderbach: It says that the “voice mailbox has not been set up yet” Marybeth: Okay, may I have your mj phone number for me to check Tom Holderbach: [protected] Marybeth: Thanks Marybeth: Please wait while I check that for you Tom Holderbach: I keep getting e-mail notifications of voicemeail messages left but I cannot access them. Marybeth: Checking Tom Holderbach: Hello? Marybeth: One moment please… Marybeth: Please plug your mj plus device on your computer now Tom Tom Holderbach: I don”t have it. The Magic Jack failed to work properly (would not ring for incoming calls) and I spent over 4 hours working with your call center reps and I did everything properly and no one, including a supervisor could get it to work. I got a return authorization and sent the product back and switched to Vonage. Now Magic Jack refuses to Port my Number to Vonage unless I pay a Ransom of another $30. after YOUR Product failed to work. In the meantime, calls are coming in to that number and I cannot chack the messages. I am still within my 30 day FREE Trial. what do I do? Marybeth: may I have the order number for me to check it out Tom Tom Holderbach: TS21588556 Marybeth: Thanks Marybeth: Please wait while I check that for you Marybeth: Thanks for waiting Tom Marybeth: As I checked, you already have fill up for an Rma with this Order Number: TS21588556 Marybeth: correct Tom ? Tom Holderbach: Yes Tom Holderbach: It has been returned already. Tom Holderbach: How do I check my messages? Marybeth: I”m sorry for the delay. I”ll be right with you. Marybeth: To check your messages all you have to do is to dial your 10 digit phone number tom Tom Holderbach: I just did. It says “I”m sorry, but the person you called has a Voice Mailbox that has not been set up yet. Goodbye.” Then hangs up. what do I do now? Marybeth: Thank you for waiting Tom, I would suggests you to check your email for the voicemail Tom Holderbach: I do and I will not play the wav. file. Now what do I do? Marybeth: May I know what is the player you are using Tom ? Tom Holderbach: the same one I used when my account was acctive and it worked Tom Holderbach: active* Tom Holderbach: so why wouldn”t the same one work from just a few days ago? Tom Holderbach: it is completely updated Tom Holderbach: ever since I sent in my equipment and cancelled, I can not get my voicemails and or recieve any calls Tom Holderbach: my girlfriend has applied for several jobs, my email says I have voicemails Marybeth: May I know if you hear any error message when you play it ? Tom Holderbach: so now she is losing a chance at a job and income because, we can not access the voicemails Tom Holderbach: there is no error message Marybeth: Okay Marybeth: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you. Tom Holderbach: NO Tom Holderbach: i want a supervisor now Please wait while I transfer the chat to the best suited site operator. You are now chatting with “Marykate” Your Issue ID for this chat is LTK554082582540X Tom Holderbach: Marybeth: Hello, how may I help you? Tom Holderbach: I need to access my Voicemail messages via phone. How do I do that Marybeth: Just need to dial your 10 digit phone number Tom Tom Holderbach: It”s busy when I do that. Marybeth: May I know if it is the telephone that is connected to your mj device you are using ? Tom Holderbach: It says that the “voice mailbox has not been set up yet” Marybeth: Okay, may I have your mj phone number for me to check Tom Holderbach: [protected] Marybeth: Thanks Marybeth: Please wait while I check that for you Tom Holderbach: I keep getting e-mail notifications of voicemeail messages left but I cannot access them. Marybeth: Checking Tom Holderbach: Hello? Marybeth: One moment please… Marybeth: Please plug your mj plus device on your computer now Tom Tom Holderbach: I don”t have it. The Magic Jack failed to work properly (would not ring for incoming calls) and I spent over 4 hours working with your call center reps and I did everything properly and no one, including a supervisor could get it to work. I got a return authorization and sent the product back and switched to Vonage. Now Magic Jack refuses to Port my Number to Vonage unless I pay a Ransom of another $30. after YOUR Product failed to work. In the meantime, calls are coming in to that number and I cannot chack the messages. I am still within my 30 day FREE Trial. what do I do? Marybeth: may I have the order number for me to check it out Tom Tom Holderbach: TS21588556 Marybeth: Thanks Marybeth: Please wait while I check that for you Marybeth: Thanks for waiting Tom Marybeth: As I checked, you already have fill up for an Rma with this Order Number: TS21588556 Marybeth: correct Tom ? Tom Holderbach: Yes Tom Holderbach: It has been returned already. Tom Holderbach: How do I check my messages? Marybeth: I”m sorry for the delay. I”ll be right with you. Marybeth: To check your messages all you have to do is to dial your 10 digit phone number tom Tom Holderbach: I just did. It says “I”m sorry, but the person you called has a Voice Mailbox that has not been set up yet. Goodbye.” Then hangs up. what do I do now? Marybeth: Thank you for waiting Tom, I would suggests you to check your email for the voicemail Tom Holderbach: I do and I will not play the wav. file. Now what do I do? Marybeth: May I know what is the player you are using Tom ? Tom Holderbach: the same one I used when my account was acctive and it worked Tom Holderbach: active* Tom Holderbach: so why wouldn”t the same one work from just a few days ago? Tom Holderbach: it is completely updated Tom Holderbach: ever since I sent in my equipment and cancelled, I can not get my voicemails and or recieve any calls Tom Holderbach: my girlfriend has applied for several jobs, my email says I have voicemails Marybeth: May I know if you hear any error message when you play it ? Tom Holderbach: so now she is losing a chance at a job and income because, we can not access the voicemails Tom Holderbach: there is no error message Marybeth: Okay Marybeth: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you. Tom Holderbach: NO Tom Holderbach: i want a supervisor now Tom Holderbach: this is the conversation, I just had with Marybeth. Marykate: Hello. My name is Marykate. To better assist you, let me put you on hold while I read your previous chat/s. Thank you. Tom Holderbach: I want a supervisor NOW Marykate: Thank you for waiting, Tom. Marykate: I am a supervisor. Tom Holderbach: i am losing income and my girlfriend is losing work because, you will not release my number, how do you plan on fixing it? Tom Holderbach: your product did not work, i returned everything within the 30 days, money back guarratee correct? Marykate: Yes, Tom. Tom Holderbach: so…what is the problem? Tom Holderbach: why will you not release my personnal phone number to me? Marykate: Do you wish to port out Phone Number: [protected] back to your carrier or to a new carrier? Tom Holderbach: for free for sending me a defective product Tom Holderbach: my daughters school called she was sick Tom Holderbach: i did not find out till i picked her up this afternoon Tom Holderbach: because, you have halted all access to my voicemail and my number Tom Holderbach: job interviews my girlfriend is missing because, of your company Tom Holderbach: i am losing work because, of your company Tom Holderbach: how do you plan on fixing this problem????? Marykate: You already returned the magicJack and technically Phone Number: [protected] still belongs to magicJack after you transferred it in. Marykate: You were the one who made the transfer, right? Tom Holderbach: no it does not belong to you, you did not fulfill your obligation Tom Holderbach: you sent me a defective product Tom Holderbach: and i was not satisfied Tom Holderbach: so money back, etc…etc…guarantte Marykate: I understand, please do not worry as you will have refund on the magicJack that you have returned. Tom Holderbach: Okay, I want the name and address of the CEO of your company Marykate: Now, may I ask if you want to port out phone number: [protected]? Tom Holderbach: port out? Tom Holderbach: I want my number released to the new company that actually works Marykate: Our CEO is Dan Borislow but we are not allowed to provide his address. Marykate: Alright. Marykate: In order to transfer a number on your magicJack to a new provider, eligible requests should be initiated by your new service provider, who will coordinate the transfer. Tom Holderbach: they have tried Tom Holderbach: you all keep holding it Marykate: Your new carrier should request a customer service record for your account and we will send them your account information. You must provide your new carrier with your account password, which is the same password you use to access your magicJack. Marykate: Please read my post message above. Tom Holderbach: that is ok, it”s easy for my lawyer to find his address and contact him Marykate: Okay, good to know. Tom Holderbach: I have done all of that and yet you still persist in not releasing my number Tom Holderbach: I want the name of a supervisor and a phone number to call, thank you Marykate: As I have checked here, an email confirmation has already been sent to you to complete the port out request. Tom Holderbach: I am losing income because, of your company and it”s faulty equipment Marykate: As I have checked here, an email confirmation has already been sent to you to complete the port out request. Tom Holderbach: the only emails I have from your company are letting me know that there are now 7 voicemail messages Tom Holderbach: that I CANNOT access Marykate: I will provide you the content of the email. Marykate: Dear TOM HOLDERBACH, We have received a request that you would like to Port your number to another carrier. We are sorry to lose you as a customer. Please click here ( my.magicjack.com/portoutrequest.html?accountid=24605315&rsubscriberid= ) to complete the port out process. Thank you, magicJack Customer Service Marykate: The email confirmation above was sent to Email Address: [protected]@ATT.NET last 09/19/2012. Tom Holderbach: you want to charge me over 30 dollars Tom Holderbach: LOL Tom Holderbach: seriously Marykate: Yes, that is correct. Tom Holderbach: you lose a customer for faulty equipment and bad service Tom Holderbach: then have the nerve to charge them for a phone number that has been their number for over 20 years? Tom Holderbach: that is how you do business? Tom Holderbach: really? Marykate: I fully understand how you feel. Unfortunately, there”s nothing we can do for it as this kind of process is system generated. Tom Holderbach: I call BS Tom Holderbach: brighthouse cable compnay Tom Holderbach: company* Tom Holderbach: released the number with charge Tom Holderbach: you are losing money, so the easiest way to make money is to rip me off over 30 dollars for horrible service Tom Holderbach: with no charge* Tom Holderbach: you have to refund my money because, of your guarantee Tom Holderbach: what a joke Tom Holderbach: you get it back by charging me to get my personal number back Tom Holderbach: mean time, I am losing personal income? Tom Holderbach: this is how you do business? Marykate: Yes. Marykate: I respect and appreciate your sentiments because I would feel the same way if I was on your shoes. However, please understand that a company policy is a policy that we need to follow at all times. Tom Holderbach: I want to speak with a supervisor right now Tom Holderbach: and I want a number to call to speaqk to this person Tom Holderbach: speak* Marykate: As I have stated at the start of this chat, I am a supervisor. Tom Holderbach: I have been in customer service for over 30 years Tom Holderbach: I know policy and when a customer is right, they are right Tom Holderbach: so… Marykate: We”d love to help you by phone but we only have Tech chat support as of this time. Please do not worry as all chat sessions are saved for future reference. We are open 24/7 to serve you best. Tom Holderbach: I want a supervisor Tom Holderbach: not another marysomeone Marykate: As I have stated at the start of this chat, I am a supervisor. Marykate: My name is Marykate. Tom Holderbach: I am unsatisfied customer Tom Holderbach: and I am being ripped off by your company to get my personal number back Tom Holderbach: how do you plan on fixing that? Marykate: All you need to do is pay the $30 port fee and you”ll be all set. Tom Holderbach: NOT GONNA HAPPEN Marykate: Okay, Tom. Tom Holderbach: I was looking forward to using your service Marykate: I respect your decision. Tom Holderbach: you sent me faulty equipment from day one Tom Holderbach: none of it worked Tom Holderbach: i lost income Tom Holderbach: i sent everything back Tom Holderbach: now you want to actually charge me to get my personal number back Tom Holderbach: you have a good racket going here Tom Holderbach: I will make sure to spread to everyone i know, business and personal wise, just how your company works Marykate: You definitely have a good point however I know that this can be frustrating and I would have accommodated your request if it were possible. Tom Holderbach: It is possible Tom Holderbach: you just refuse to do so Tom Holderbach: not my problem Tom Holderbach: I will make it my goal in life to make sure that everyone I know and do business with that magicjack is a ripoff Tom Holderbach: copy paste, facebook, twitter and anything else I can find to post it all on Marykate: Okay, I respect and it is your right to do so as well. Marykate: Is there anything else I may help you with today? Tom Holderbach: Give me my phone number back Marykate: Your new carrier should request a customer service record for your account and we will send them your account information. You must provide your new carrier with your account password, which is the same password you use to access your magicJack. Tom Holderbach: and it will not cost me anything? Marykate: Please be informed that there is a $30 port out fee. Tom Holderbach: why 30 dollars? Tom Holderbach: no one else at any company charges this fee Tom Holderbach: so that means it is a fee only charged by your company Tom Holderbach: so, i am guessing the majority of your customers are unsatisfied so when they leave and want their money back, you make sure and get your money by holding their personal phone numbers as hostage until they pay you a fee to get it back Marykate: I believe I have provided all the necessary information that you need. I will end this chat now. If you have any other concern, please don”t hesitate to chat us back. Thank you. Since we haven”t heard from you, we must release this chat. Please click here should you need further assistance: www.magicJack.com/techchat You are not currently in a chat session.