Magic Jack Complaint
Buyer Beware - Magic jack
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Reviewed by yaegerj Complaint |
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Charles: Hello, how may I help you?
Erich Jackson: I cannot use the system at all. I can' t make calls or receive them
Charles: I am sorry to know that you are encountering problems using magicJack. Let me assist you with this.
Charles: Are you able to see MagicJack's display on your computer screen ?
Erich Jackson: I keep getting a error message that says audio system is not installed
Charles: I am sorry to know that you are encountering problems using magicJack. Let me assist you with this.
Erich Jackson: My speakers work
Erich Jackson: My friend and I check the ports and everything is fine, so I don't know what the problem is.
Charles: One moment please...
Erich Jackson: I may not have it connected right, who knows.
Charles: This problem can be resolved by updating the drivers of your sound card from the manufacturer's website.
Charles: To check what sound card is installed on your system, please follow the steps below:
Charles: 1. Go to Start >> Run, type 'dxdiag' without quotes in the box and press OK.
Charles: 2. A dxdiag diagnostic window will popup. Go to "Sound" tab.
Charles: 3. Check the Name under Device information box.
Erich Jackson: check the name under device information box?
Erich Jackson: what does that mean?
Erich Jackson: sorry
Erich Jackson: oh, should I do that while you are here?
Charles: Yes
Erich Jackson: ok. one moment please
Charles: ok, take your time
Erich Jackson: ok
Erich Jackson: I hope I did this right
Charles: Yes, please upgrade your sound driver
Erich Jackson: I went to start as you said, and I did run type dxdiag and pressed ok. and a screen came up that said direct x diagosdic tool
Erich Jackson: I could not find the box that said device information
Charles: Click on sound tab
Erich Jackson: oh wait I did find something that said device
Erich Jackson: do you want the information I put down?
Erich Jackson: from it
Charles: Yes
Charles: please
Erich Jackson: ok, sound max digital audio
Charles: Please upgrade from sound max's website
Erich Jackson: I just did the upgrade right before I contacted you.
Charles: ok
Charles: 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 'Kiefer'
Kiefer: Hello, how may I help you?
Erich Jackson: well do you want to read Kiefer what has already been tried so we don't duplicate the questions all over again.
Kiefer: Hi Erich.
Kiefer: Please allow me to review your previous chat.
Erich Jackson: If you don't have it I have saved it and will post it for you.
Kiefer: I can read it Erich.
Kiefer: One moment please...
Erich Jackson: I just did a sound check on my audio sound, and it works
Kiefer: Thank you for holding Erich.
Erich Jackson: but your system is still saying no output nor imput devices found
Kiefer: Were you able to see the sofphone on the screen there?
Erich Jackson: oh yes, it is there as clear as day
Kiefer: Okay.
Kiefer: Were you able to make and receive calls?
Erich Jackson: I can enter the numbers, but no sound, and it does not dial when I pick up the phone.
Kiefer: I see.
Kiefer: On your magicJack, click menu and volume/headset control. Can you toggle between telephone and headset there?
Erich Jackson: what is so weird is I can search on the web and listen to different things on my speakers but not this magic jack system.
Kiefer: I see.
Kiefer: Are you using a telephone handset?
Erich Jackson: just a regular phone that is hooked up to the computer
Erich Jackson: I have not tried calling my number since I have been working on this problem
Kiefer: Okay.
Kiefer: Please go to menu on your magicJack, click headset/volume control and lower the volume for both microphone and speakers to about 1/3 of max.
Erich Jackson: I am sorry, but where is all that located?
Erich Jackson: I found it
Kiefer: It is there on your softphone/ black dial on the screen.
Kiefer: Okay.
Erich Jackson: for some reason no amount of lowering or raising is listed.
Kiefer: Okay.
Kiefer: Please try to connect your magicJack to a different USB port.
Erich Jackson: I try to click into these areas and nothing comes up, I try to click onto the drop box and nothing comes up.
Erich Jackson: I try to click into either the telephone, or headset area to put a check in the box and nothing.
Kiefer: Does your magicJack reads "Ready to call"?
Erich Jackson: the only thing that moves are the speaker and microphone sliders.
Erich Jackson: Let me see?
Erich Jackson: yes
Kiefer: Okay.
Erich Jackson: would there be a problem with me not connecting properly if I have xp as my system?
Kiefer: Please click menu and volume/headset control. Can you toggle between telephone and headset there?
Kiefer: If you're using a phone, please choose "telephone".
Kiefer: Is your Xp a service pack 2?
Erich Jackson: yes
Erich Jackson: I think, how can I be sure
Kiefer: Please click start>Run>type Winver
Erich Jackson: I just checked, it says pack 1
Erich Jackson: Will your company be having soon, Tech support through a regular number rather than online?
Kiefer: I see.
Erich Jackson: What is I see?
Kiefer: Please be inform that magicJack currently runs on Windows Xp Service Pack 2, Vista and Intel Based Mac.
Erich Jackson: but what does that have to do with the audio errors that I am getting, it says nothing about me not having the right system for the equipment.
The staff were not always helpful, but more arguementive then anything else. I understand the product allows a person aan opportunity of saving a lot of money, but at what cost. The product would be better developed, and the tech staff could be much more knowledgeable about the product when it comes to assisting customers with trouble shooting issues. The FTC should force the company to use disclaimers about the charge to those customers, who use d debit cards, and one should be allowed to return the product for replacement, especially if the customer pays the shipping,without being charged a additonal fee to have another Majic Jack sent out. So my advice to anyone looking at this product, is buyer beware, you get what you pay for. There are too many flaws, and issues to deal with this company, that warrants buying it.
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Comments - Consumers and Companies Connect by Commenting
0 The company does mention using a debit card. It is on the order receipt that gets emailed to you when you first place the order.
0 Magic Jack Support is limited. From what I read on your post, You were not very understanding of the technician and what he was trying to tell you. I am a IT Technician myself and he did try to make you understand what to do to fix the problem. The Audio Error you where getting is because you did not have the latest service pack. You can optain it by visiting http://update.microsoft.com or if your on a business computer or domain. Your Technical Support Team will need to update your computer themselves.
0 C'mon, seriously? Sounds like tech support did their job, and you're just an idiot! In reading your responses, you wouldn't hold when they asked, you didn't understand the guy saying "I see" when you told him you had service pack 1? You don't need any tech skills to use the device, you just can't be more stupid than the plastic it's made out of. This guy posted a BAD review. I suggest NOT listening to what this reviewer had to say!
0 It sounds to me like your issues are more your lack of understanding. The Debit card issue, c'mon. Of course they take the entire amount when you use a debit card, it's a debit card! As for your system not being up to date; The system requirements are posted all over their site. The fact that you did not see this is YOUR fault and they probably deal with issues from people all day with the same lack of understanding, but can't tell you you are an idiot. I would be argumentative with you as well. Upgrade to SP2 and try again, and maybe get a Visa card.
0 I agree totally with this guy, I've had my MJ almost a year and stuff goes wrong with it daily, NEVER has it been crystal clear as the ad on tv says. They won't give you a number to call...the chat is aggravating, they keep switching you to another agent...expect to waste at least an hour on any question or complaint u have, and I'm like him whats the big freaking deal they are maiking billions, send us a NEW MJ, they refuse to accept anything can be wrong with their product, BUYER BEWARE!!! It is NOT as advertised!!!
0 I could have figured it out with those directions, it seems like you were eager for it to not work. lol. but their chat support does seem automated. and the dude did explain to you that it only worked on service pack 2, not 1..
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