Boycott of MajicJack

Last year I wrote a letter to all the member of the Board of Directors and the Director of Marketing and had a phone call within a few minutes that my problem would be fixed.  I challenged each of them to test their customer service themselves to see how ineffective it is. 

This morning I waste two and a half hours on the Live Chat site and still no success.  The name of the previous Engineer that eventually fixed my problem was Richard Bone.  When I emailed him this year during the unsuccessful upgrade he did not answer me, unlike last year it sent me a direct link to the correct upgrade.

This is the worst company.  I hope Google gets their free phone service up and running soon.

Please wait for a site operator to respond.

All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

You are now chatting with 'Vincent'

Your Issue ID for this chat is LTK4360605938X

Vincent: Hello, how may I help you?

Gabriel: Vincent, i was im'in with ashton n he disappeared.

Vincent: Hi

Gabriel: following is a copy/paste of my 40 minutes worth of interaction with no resolution...i am REALLY starting to get annoyed:

Gabriel: Chat InformationPlease wait for a site operator to respond. Chat InformationAll operators are currently assisting others. Thanks for your patience. An operator will be with you shortly. Chat InformationYou are now chatting with 'Randy' Chat InformationYour Issue ID for this chat is LTK4360602136X Randy: Hello, how may I help you? Gabriel: hi... Gabriel: my dad was attempting to setup this magicjack unit on his computer and messed it up.... Gabriel: he did not succeed and brought it to me to try to set it up for him and he cannot remember setting up an email address and account, but the unit says there is an account. Gabriel: i cannot access Randy: May I know your magicJack phone number please? Gabriel: it says there is an acct - A921050100637A Gabriel: 000-000-0000 is the number it shows Randy: Thank you. Randy: Is the magicJack device plugged in right now? Gabriel: yes Randy: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista): Randy: http://upgrades.magicjack.com/upgrade/upgrade.exe Gabriel: and what will that do? Gabriel: to resolve my situation? Randy: May I know the name and email address registered on your magicjack account? Gabriel: i already told you that my father does not recall setting up an account, therefore, there is no email address or name on the account as far as i know even though the thing shows an account number. Randy: Alright. I understand that. Randy: One moment please... Gabriel: thnx Randy: Thank you for waiting/. Gabriel: ok Randy: I have checked your magicjack through the serial number that you gave me which is A921050100637A, your magicjack is already expired. Randy: May I know what do you see on the dial pad? Gabriel: there is a dialpad, but it doesnt work. everything looks the same as with my own magicjack, except that the phone number on top is 000-000-0000 Gabriel: also, instead of a subscription registration screen, i get a "renew your subscription" screen Randy: Can you click on that? Gabriel: click on what? Gabriel: the screen asks for an email and password which we dont have n does not allow me to go past unless i put one in Gabriel: but, thats exactly the problem Randy: One moment please... Gabriel: kk Randy: Please continue to hold. Gabriel: kk Randy: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you. Gabriel: ok Chat InformationPlease wait while I transfer the chat to the best suited site operator. Chat InformationYou are now chatting with 'Ashton' Chat InformationYour Issue ID for this chat is LTK4360602136X Gabriel: can u resolve my issue? Ashton: Hello Gabriel. My name is Ashton. To better assist you, let me put you on hold while I read your previous chat/s. Thank you. Gabriel: ok Ashton: Thank you. Ashton: One moment please... Gabriel: r u still with me? Ashton: Yes. Ashton: Is the magicJack plugged on your computer? Gabriel: yes Ashton: Is the blue light on? Gabriel: yes Ashton: Do you see the magicJack icon on your screen? Gabriel: yes Ashton: Do you see the magicJack icon on your screen? Gabriel: yes Gabriel: yes Ashton: Please double click the magicJack icon. Gabriel: i already did that....pls see my chat above. Ashton: Do you have the dial pad on your screen now? Gabriel: yes....pls dont mk me retype everything i already typed for the prior guy. cant u see what i typed already? Gabriel: u r asking me the ecaxt same questions he did Ashton: http://upgrades.magicjack.com/upgrade/upgrade.exe Gabriel: i already did that Ashton: Please click the link above and run it. Ashton: Please try to run it this time. Gabriel: i already did it with the prior guy Gabriel: 'ok

Vincent: Please wait while I check that for you

Gabriel: thank u

Vincent: Are you still getting all the zeroes on the dial pad?

Gabriel: yep

Vincent: Please open computer and then Please unplug your MagicJack, press and hold SHIFT key and then plug in MagicJack. Keep SHIFT key pressed unless you can see 2 drives in My Computer window.

Vincent: You will be able to format only one MJ drive. Right click on those drives and look for the "Format" option and click it then click on start.

Vincent: Please do not unplug MagicJack after formatting and let me know when you done.

Gabriel: proceeding...

Vincent: Okay

Gabriel: i have magicjack (F:) and CD Drive (G:) magicjack

Gabriel: which do i format?

Gabriel: ?

Vincent: You will be able to format only one MJ drive. Right click on those drives and look for the "Format" option and click it then click on start

Gabriel: proceeding format

Gabriel: format complete

Gabriel: now says "phone"

Vincent: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista):

Vincent: http://upgrades.magicjack.com/upgrade/upgrade.exe

Gabriel: k

Gabriel: ok...i did the upgrade n i am back at square one again. asking me for an email address and a password to "renew my subscription!"

Vincent: Please follow me to perform few steps

Gabriel: ok

Vincent: 1.Please plug in your  magicjack into the USB port now and if you get dial pad then please do not fill any information there.

Vincent: 2.Click on start( old Window Start)and press R from the keyboard. Now type devmgmt.msc there and press Enter key.

Vincent: 3.Then click on + sign next to CD/DVD . Please look for YMAX Magicjack USB Device or Tigerjet there.

Vincent: 4.Right click on that and select Property.

Vincent: 5.Please click on Details tab

Vincent: 6.From the drop down menu choose "Device Instance Path".  

Vincent: 7.Copy the contents of box under device instance Path and paste in this chat window.  

Gabriel: USBSTOR\CDROM&VEN_YMAX&PROD_MAGICJACK&REV_2.00\7&2B61CD47&0&A921050100637A&1

Vincent: Thanks

Vincent: Please wait while I check that for you

Gabriel: kk

Vincent: Please unplug your magicjack and replug it

Gabriel: done

Gabriel: the mj screen disappeared n it has not reappeared

Vincent: Please run the upgrade again

Vincent: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista):

Vincent: http://upgrades.magicjack.com/upgrade/upgrade.exe

Gabriel: its the same upgrADE AS BEFORe right? i am running the one i already saved b4

Gabriel: done

Gabriel: and still asking me to renew my subscription

Vincent: Gabriel, Your magicjack is deactivated and it need to be re registered

Gabriel: but it wont let me

Gabriel: Verify your Login Please enter your e-mail address and password to verify to your existing account.

Gabriel: is what the screen says

Vincent: Please enter your credentials and try to login

Gabriel: what credentials?

Vincent: Email Address:  [email protected]

Gabriel: n password?

Vincent: Your password has been sent to your email address

Gabriel: which email address?

Gabriel: ??

Gabriel: i dont have access to [email protected]. that is not my email address

Vincent: [email protected]

Gabriel: thats not my address

Vincent: [email protected]  address is associated with the account of that magicjack which you have right now

Gabriel: dont even recognize it as any address i know. my dad does not know this address

Vincent: So you ahve to enter that email address and password to verify first and then you need to register it

Gabriel: we did not input this address at any time

Gabriel: r u reading what im writing? we did not input this email address!!!!!

Gabriel: we dont know this address

Vincent: But I am giving you that information which is in the account

Vincent: And You have given me the serial number

Gabriel: well then that account needs to be deleted because we did not set it up.

Gabriel: if anything the mj came from the store already setup and that is why my dad was initially having problems with it

Vincent: Do you know anyone name  BETTY SHMAYE

Gabriel: no

Gabriel: not at all

Gabriel: no one in my family nor friends

Gabriel: nor my dads

Vincent: May I have  Account name and complete physical address with zip code  you used to register your magicjack for verification ?

Gabriel: If my dad had been able to register it, he would have done it with the following info:

Gabriel: name: Gxxxx xxxxxa

Gabriel: address: 24 Sxxxxxxxxxxxxxxxo, NY 12701

Vincent: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.

Gabriel: oh please...

Gabriel: not again!!!

Please wait while I transfer the chat to the best suited site operator.

You are now chatting with 'Ashton'

Your Issue ID for this chat is LTK4360605938X

Ashton: Hello Gabriel. My name is Ashton. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.

Gabriel: i know who u r.

Gabriel: u disconnected me about an hour ago

Gabriel: i am tired of this crapola. i dont understand why u people cannot fix this????

Gabriel: I HAVE BEEN ON THIS IM FOR 90 MINUTES NOW

Gabriel: TALKED TO 3 PEOPLE

Gabriel: U ALREADY ONCE

Gabriel: AND NOW IM TRANSFERRED BACK TO U

Gabriel: 'WHAT THE HECK?>???

Gabriel: well?

Gabriel: hello?????

Gabriel: r u going to reply?

Gabriel: or what?

Ashton: Thank you for waiting.

Ashton: Is the magicJack plugged on your computer?

Gabriel: nononono...we are NOT going to go thru this again. PLEASE READ OVER ALL chat before this

Ashton: Please be informed that the magicJack was deactivated for not using for consecutive of 90 days.

Ashton: You need to plug the magicJack and verify the account.

Gabriel: what does that have to do with anything?

Gabriel: is this a human being or a freakin machine?

Gabriel: THERE IS NO ACCOUNT FOR THE 1000TH TIME ALREADY

Gabriel: how many times do i have to repeat myself????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????

Ashton: You have provided this serial number A921050100637A

Ashton: and of course there's an account for that.

Gabriel: i know that - but that is what the screen says. we did NOT set up that account

Gabriel: have u not read the prior chAT WINDOWS?

Gabriel: from the prior chat window with vincent:

Gabriel: Vincent: Do you know anyone name BETTY SHMAYE Gabriel: no Gabriel: not at all Gabriel: no one in my family nor friends Gabriel: nor my dads Vincent: May I have Account name and complete physical address with zip code you used to register your magicjack for verification ? Gabriel: If my dad had been able to register it, he would have done it with the following info: Gabriel: name: Gxxxx xxxxxa Gabriel: address: 24 Sxxxxxxxxxxxxxxxxxxo, NY 12701

Ashton: You were the one who provide this information "Gabriel: it says there is an acct - A921050100637A "

Ashton: Please plug the magicJack device now into the USB port of your computer.

Gabriel: what did i tellu - THAT IS WHAT THE SCREEN SAYS WHEN I PLUG IT IN. THAT IS WHAT IT SAYS RIGHT NOW.

Ashton: Yes.

Ashton: Do you have the dial pad on your screen now?

Gabriel: not yet

Gabriel: i just unplugged n replugged it in'and it still says the same thing

Gabriel: Verify your Login Please enter your e-mail address and password to verify to your existing account. E-mail Password Forgot the password for your account? Remind me By Email Renew Your Subscription: A921050100637A

Ashton: Okay.

Ashton: Please enter the email address and password that was used by your dad.

Gabriel: there was no email or password entered. he never got the chance. we never set up an account. can't you understand that?

Gabriel: what language should i type in so that you may finally understand that we DO NOT HAVE AN ACCOUNT THAT WE SET UP.

Gabriel: are you a human or a machine?

Gabriel: please reply

Ashton: May I ask where did your dad purchase the magicJack?

Gabriel: staples

Ashton: I'm a human.

Gabriel: staples store

Gabriel: in monticello, ny

Ashton: I would suggest to please return the device to the store and ask for a replacement. It seems that you have purchase a registered device.

Gabriel: so, it took two hours for you people to figure this out...two hours of my time and 4 technicians? that does not say much for the level of expertise in your department.

Gabriel: you all are poor excuses for techs and if i were the boss i'd have you all fired immediately and replaced with competent people!

Ok here is my experience with Magic Jack I ordered
a Magic Jack on April 17 2010 and I did the rush
shipping since I am in Canada I thought this would
be the fastest way to get the magic jack to me.

I can tell you that this has been nothing but a
headache the support staff are absolutely useless
I have done the online chat many times and they
are just idiots.  The staff don't know what they
are doing and are over all pretty bad the staff
are rude to you when you deal with them.

So I have been asking where is my Magic Jack because
according to their site they claim that an order
would be to a person in 2 - 4 days after ordering
well I can tell you that is an outright lie.

So far I have been waiting 16 days for my Magic
Jack and it still isn't here.

In all of my research I did find contact information
for Magic Jack.

Website #1: http://www.magicjack.com
Website #2: http://www.ymaxcorp.com

Billing Phone #: 281-404-1551

YMax Communications Corp.
5700 Georgia Avenue
West Palm Beach, FL 33405
Phone: 561-586-3380
Fax: 561-586-2328

Peter Russo, Chief Financial Officer
Email: [email protected]
Email: [email protected]

Competitive Local Exchange Regulated by WUTC
YMAX Communications Corp.
Daniel Borislow , President & CEO / Founder
223 Sunset Avenue, Suite 223
Palm Beach, FL 33480
407-740-3031
Email: [email protected]



Michael Shippey, President, CLEC Operation
5700 Georgia Ave
West Palm Beach, FL 33405
Email: [email protected]

Also I tried to get an answer out of ymaxcorp.com
on their TV ads it says that you get free calling from
the USA and Canada but in their Terms of Service it says
that you only get free calls to the USA.

Here is their TOS

http://www.magicjack.com/tos/

b) Outgoing Calls:

Once you have registered your magicJack device you have agreed to
these Terms of Service.  You may now elect to choose the feature
allowing you to make free outgoing calls over the Internet.
You can make free calls to other magicJack device users
located anywhere in the world,and to subscribers on traditional
telephone networks or wireless networks in the United States.


Now here is a copy of their TV ad

http://www.youtube.com/watch?v=bsR3b2F9sUA

They say in the ad that you can make free calls
to the USA and Canada in the ad and this is
the ad that is running here in Canada.

This is just a scam they tell you one thing in their
ads and another thing in their Terms of Service.


Do not order a magic Jack this is just a rip off!
you place the order and never get the thing.