Product wasn't as easy to install as advertised. It literally to eight hours to get service. After the first day the service worked intermittenly. At will. There is no number in which to speak to a customer service representative. Online contact is the only mode of communication.

This company illegally and without authorization stores your credit card information permanently in their databases. I found this out when I went to place another order of the product and found that it already had all my credit card data from the previous transaction eventhough I make it a point to never store my CC data on any website that I purchase online from. I always am happy to re-enter my credit card info and was surprised when I found that it was pre-loaded on this site. So then here's my ordeal with their customer service in terms of getting it removed. To summarize, it went nowhere, I have yet to meet more incompement people anywhere else. Their staff is a prized collection of dumbassess that are dead weight on this planet.

I was transferred 3 times in the chat and still could not get my problem resolved. The chat was ended by the last guy with some random incoherent sentence that did not make any sense, actually none of it made any sense. So Be patient and enjoy - I have changed my name to John in the chat transcript just for privacy's sake. The support personnel's comments are in Blue font.

Please wait for a site operator to respond.
You are now chatting with 'Keira'
Keira: Hello, how may I help you?
John: Hi - I just placed an order for 2 magicjacks and have received the confirmation email which states that my account will be charged on 3/24/09.
John: My understanding was that the account is charged after 30 days of service
Keira: May I know what kind of card you are using when you place this order?
John: Mastercard
Keira: Is it a debit card?
John: no
Keira: Okay
John: the card # was already in the system when I logged in and went to purchase which is also a violation of privacy terms as I never asked for my card # to be permanently stored in your system
Keira: Your account is not yet charged it is just a put son hold status on your bank account.
John: bank account??
John: what are you talking about/
Keira: It is just a pending amount and we will get the complete charged after the 30 day trial
John: ok
John: how can I get my credit card information removed from your system
John: why was it stored without my permission?
Keira: I am terribly sorry but we are not authorized to have your credit card info.
John: then how did it show up pre-populated when I went to my account to order additional units??
Keira: You are the only one who can view any personal info.
John: I am not sure where you are going with this. The bottom line is why is that information stored and how can it be removed?
Keira: 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 'Lalie'
John: hopefully you can explain the issue to them
Lalie: Hello John
John: I hope you can understand the problem frm your chat earlier
John: please refer to it
John: so I don't have to explain the issue again
Lalie: about the charge date?
John: no
John: about my Credit card information being stored in your system without my authorization
Lalie: I see, you did order right?
John: yes
Lalie: And gave your credit card information
John: my CC # was already in your system, I did not have to re-enter when I ordered today.
John: My question is why was it there in your system?
John: I should have to re-enter the credit card info as I never asked for it to be saved
Lalie: you made orders previously.
John: yes
John: but that does not give you automatic authorization to store my CC info
Lalie: when you order you name will be save on our database
Lalie: your**
John: I am not taking about name
Lalie: same goes for your informations.
Lalie: I know.
John: do you disclose this to the customer?
Lalie: what I mean is informations YOU provided during your previous orders.
Lalie: yes, but we are not able to view the credit card information unless the customer himself gives us the number
John: Are you willing to guarantee the safety of my CC # and other personal information that could be stolen by hackers?
Lalie: Yes, we are on a secure line.
John: The bottomline is I DID NOT AUTHORIZE FOR IT TO BE SAVED.
John: I hope u know that you can be SUED for this.
Lalie: when you order, and receive your magicjack
Lalie: you can purchase International minutes
Lalie: or renew your service
Lalie: this is how your credit card is recognized
John: I can also do that by re-entering my credit card information
John: You do not need to save it.
Lalie: yes, or use another credit card
John: Well then why the hell are you saving my information
John: bottom line is I want it removed from your system
Lalie: One moment please...
John: I cannot remove it myself
John: the my account part of your website sucks
John: is there an 800# I can call instead of this chat that is not going anywhere
Lalie: no
Lalie: we only offer chat support
Lalie: do not worry
John: that s great
Lalie: Your credit card information is safe
John: really, because you said so?
Lalie: Yes,
John: let me repeat this one more time so that you can understand it
Lalie: okay,
John: I DO NOT WANT IT STORED IN YOUR SYSTEM. I WANT IT REMOVED
John: how can i do that?
Lalie: no.
John: what do you mean no?
Lalie: you can't do that.
John: I hope you have good lawyers. Get them ready as this is not going to end well.
John: Do you have any idea about privacy laws in US?
Lalie: okay
Lalie: Yes.
John: May be you need to transfer me to somebody who knows a little bit more about this
John: let me talk to your manager
Lalie: I see
Lalie: as of now, he is not available
John: well then how are we going to resolve this? You don't seem to have a clue
Lalie: are you able to chat us back later for this?
John: NO
John: I have already wasted 30 mins, I don;t have all day for you
John: I need this problem fixed and your No answer is not going to get it done
John: You need to go and find a supervisor
Lalie: none is available as of the moment
John: so what do you suggest we do?
Lalie: try to chat us back alter
John: did you read my earlier response to that?
John: John: NO John: I have already wasted 30 mins, I don;t have all day for you
There may be a problem communicating with Lalie. Please wait while your chat is transferred to another operator.
You are now chatting with 'Jamie'
Jamie: Hello, how may I help you?
John: Great.
John: u could go through the chat transcript and let me know when you are ready to talk
Jamie: Yes.
Jamie: One moment please...
Jamie: Are you using a debit card?
John: no
Jamie: If you placed an order using a Credit Card, the amount will be put on hold for 30 days and when it's over, the charge will be completed. However, if you returned the magicJack within it's 30-day trial period, the on-hold amount will be released and you will not be charged.
John: dude - did you even read everything, that is not even the issue - go spend some time reading about the real issue after that
Jamie: What's the real issue then?
John: go check the chat
John: I have already explained it to 2 people
John: u are the 3rd one
Jamie: You are asking if we have good lawyers here?
Jamie: Yes, we have.
John: is that all you could find?
John: from the 2 pages worth of chat?
Jamie: Once you placed the order in our system, your information is automatically saved.
John: without my authorization?
Jamie: With regards to your CC info, what we can view here is just the following.
Jamie: Payment Method
Jamie: Card Type M
Jamie: Credit Card 5401 **** **** 1290
Jamie: And nothing else.
John: my question is WHY is it being saved without my authorization?
John: I never asked for it to be saved.
Jamie: Now, if you feel insecure about this, I assure you your info is safe.
John: your assurance is not good enough
Jamie: That is system generated/.
Jamie: Then that's all I can do.
John: that is not good enough
Jamie: If you can't feel assured in the things I am telling you, it is up to you John.
Jamie: Your info is safe.
John: If I did not authorize you to save my information and it was still saved without my permission then what you have done is ILLEGAL.
John: that is the bottom line
John: I want it to be removed
John: Can you send me an email from your company account guaranteeing me that my information is safe?
John: I want it in writing
Jamie: You can save this chat transcript if you want.
John: not good enough
Jamie: Okay.
John: again we are back to the same question - why was it saved without authorization and how can it be removed?
Jamie: It is system generated.
John: you need to talk to your supervisor and explain this problem
John: or let me talk to them
Jamie: I am a supervisor.
John: well then what more do I need to explain? Simple matter is that you are not allowed to save a customer's Credit card data without their authorization and that is what you are doing.
John: Every online vendor asks you whether one wants to save their CC info for future purchases and I have a choice to say no to that. Your site never asked me that and never told me that my CC info will be permanently saved.
John: That is ILLEGAL period.
Jamie: Are accusing us of doing such thing?
John: YES
John: It is a fact - not an accusation
Jamie: Before you allege try be sure you can dignify your allegations or else you'll take responsibility for it
John: your company needs to do that not me
John: I know my rights and US laws
John: you have yet to offer me a solution for my problem other then telling me it is system generated - which is not a solution
Jamie: You are you not making any sense John.
Jamie: We know what we are doing and of course we wont put magicjack in risk
John: Okay thanks that's great customer service
John: Can you please tell me how to solve this problem?
John: what is your solution?
Jamie: What exactly do you want?
John: I want my CC information removed from your system. That is all I want as I did not authorize it to be there.
Jamie: Okay.
Jamie: Let me make a report about your concern to our Admin.
Jamie: Contact Email Address [email protected] is this correct?
John: yes
Jamie: Good.
Jamie: One moment please...
John: next time I loginto the system I do not want to see my Credit card #'s in the system
Jamie: We'll send you updates about your concern via e-mail.
Jamie: Thank you.
Jamie: Is there anything else I may help you with today?
John: when will this problem be fixed?
Jamie: We'll send you updates about your concern via e-mail.
John: You need to give me a timeline not just some open ended answer
Jamie: We'll send you updates about your concern via e-mail.
Jamie: Thank you.
Jamie: Have a great day!
Chat session has been terminated by the site operator.

After reading the complaints on this forum and juxtoposing them to my experience--all I can say is holy crap how is this company still operating! Everybody needs to run from this company--forget about all the discussion about the product itself. Doesn't it say enough about the company to be under official investigation for economic crimes by the Florida Attorney General (see for yourself by going to http://myfloridalegal.com/__85256309005085AB.nsf/0/AC90B3F16EDDDC14852574880047D407?Open&Highlight=0, ymax)? If I had known this fact alone, I would have never even visited their website.

Let me give you the horror of my "Magical" experience. I, too, was taken by the prospect of saving significant money on my local and long distance telephone bill (about $60/mo.). So, I went to their website and immediately started to get the "bad feeling" about the company. As you checkout, you are bombarded with "add ons" which you have to decline. I, however, made the mistake of accepting the 5-year option all the way up to the point of the last step of clicking on the "shipping option" button to complete the order submission. But, here's where the company shows its true colors. It's too late at that point--you can close your browser or do whatever--your order is submitted to them. Not knowing this, I simply closed my browser, started another browser, and then submitted my order "all the way through" (which gives you a confirmation page telling you what to expect--gave me confidence that my first near order wasn't in the hopper since I never got that confirmation page with the "near order"). I then found out that the "near order" was processed and they cancelled my "real" order. I then saw several pre-authorizations as a result that didn't even match either of the orders--yet another strange event. But, I remained optimistic, but concerned. Then, two charges posted to my bank account--one for $49.70 and the other for $10.25--you guessed it--this was for the 5-year plan I didn't ever really order. So, I went to their website to find out that the only customer service is via online "chats"--more really strange company action. The chat went exactly as I had hoped--the agent was very polite and helpful--totally understood what happened (although never explained why my first "near order" was processed since I never hit the "submit" button) and directed me to submit an Return Authorization Request for the 5-year plan and my bank account would be credited within 3 days (I have the printout of the chat session and the webform submission confirming all of this). Three days came and went and I gave it a few more days, but still no credit to my account. I went back to the "chat room" and asked for a status update. Again, the agent seemed to totally understand my situation (well sort of, I was passed on to a supervisor--but I thought that would be a good thing), and I was then told it would take 3-7 business days for me to see the credit to my account (which was longer than I was first told and longer than what the Return Authorization Form indicated--I had to do a "select all" in the chat window and then paste the contents into an email message to myself to document all of the dialogue--there is no option to have the chat session e-mailed to you, which is unlike many other live chat sessions I've had with other vendors). So, naturally the 7th business day came and went with no credit to my bank account--I waited just a couple more days and went back for my third and final chat. That one seemed to go OK until I asked the agent for a phone number of their Billing Department. He would not give me one and kept saying for me to get it from my bank statememt. So, I did just that (561-594-2140). I was able to call the number while on the chat session, and just almost couldn't help but start to laugh. That number took me to a voice message that basically referred me back to the website for help, but at the very end provided yet another phone number (281-404-1551) for "billing issues." Wow, I thought--finally, a real live person to talk with. Yeah, it's OK--you can start laughing with (or at) me now. That number took me to a message that seemed like a typical customer service message--I was put on automatic hold in a queue, and I quickly went from number 5 to 3. Then out of the blue, the phone disconnected. I was "hot, " so I called it right back and then just started cracking up. This time, I got the message, but it never put me hold--it would simply loop back to the beginning over and over and over--as long as I wanted to listen to it. I called that number throughout that day, only to experience the same looping, endless message. At that moment, I knew I would never be getting a refund from this company and I likely would be getting more charges in the future for the product as well. So, I then went back to the website to "learn" how to return the physical product, followed the guidance given to get a RMA number. Getting a RMA number is an automated process, but this, too, was now not working and wouldn't give me a number. I had to go back to the "chat room, " only to find out that somebody would have to email me with that information. I thought, "yeah, right--I'll never get contacted by anybody." But, I did get an email message from Ben Vanderploeg ([email protected]). But, it's the same RMA number that was generated for my request for the 5-year refund--shouldn't I been granted a new number not to confuse the two issues? Who knows and who cares at this point. I've documented this entire purchase and have my bank working with me now to have the $59.95 in charges reversed and my credit card number replaced so that they can't bill me in the future. Is this "customer service" to you? I think not--RUN, RUN, RUN from this company!!!

I have had a MagicJack for several months now and have not had any luck with it. It constantly disconnects calls or just won't connect.

I have spent several hours on the support chat and that has got me nowhere. Each time I contact support they try to have me go through the same steps again. I have tried 4 different computers, setup a brand new system with only the operating system on it, and upgraded my internet connection. They have had me go into the registry. Upgrade the software with the same install about two dozen times and even wanted me to reconfigure my router. The support is worthless.

The freind of mine that recommended the device to me said that his worked great. He had not tried it for months and only had his alarm connected to it. Once he tried to make calls with it he had the same issues that I am having.

This product is such a low quality that it is useless to me. I even purchased the additional years so now I have a worthless device for the next 5 years. I have recently had my cable provider install phone service. It costs a lot more but at least it works.

After seeing the magicjack at my friend's house working, I bought the magicjack. But, the magicjack never showed the magic to me. It never worked!! I spent more than 3 hours of trouble shooting with the tech chat including trouble shooting with one of the managers at the chat session. On her suggestions we have made registry changes on my two laptops changed two phones, phone cords, and bought a a/c powered USB hub. Nothing, worked. Finally, I tried the magicjack in couple of my friend's homes thinking if it could be my highspeed internet connection. But, still it didn't work. Now, I realize, the unit is the problem. This is a ripoff with no live customer service. I wish it worked for me, but it didn't.