A Review of MagicJack After Three Years
By Lisa HW
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- Magic Jack - Not A Bad Gadget for Free Calling But Forget About Customer Service if a Billing Error
Don't ask me why I was up at 5:00 a.m. Sunday morning, but I was. That's when the infomercial for Magic Jack was aired; and although I've never in my life been tempted by any infomercial, I fell for this one....
Three years of having a MagicJack, three years since I first reviewed the product and customer service
Not long ago I passed my three-year anniversary on HubPages, and it happens that among some of the earlier Hubs I wrote is one about the MagicJack (or Magic Jack, as it is often typed) device, which (as you most likely have heard by now) is a small device that connects to a PC and an ordinary telephone, and allows the user to make domestic phone calls (to any phone) for just about $20 a year. The subscription covers call made from other countries, as long as the calls are MagicJack-to-MagicJack. Users can buy International prepaid minutes for calling to or from a MagicJack phone to other phones.
Be forewarned. The following Hub is neither fascinating nor Earth-shattering. It’s only one person’s experience, and you should know it’s been a pretty boring experience, to say the least. For months I’ve been thinking I ought to write an updated MagicJack Hub (in view of the fact that I’ve had the device for a few years now), but I haven’t done it (quite frankly, because, as a subject, the MagicJack gadget isn’t very interesting to me). Today, in my post-holiday lull and laziness, I don’t have anything better to do; so I thought I’d finally write my follow-up to the MagicJack Hub, now from the perspective of a three-year user of MagicJack.
Being new to HubPages at the time and not particularly having any idea about what I was "supposed to be" writing on HubPages (I'd seen it written somewhere on HubPages that writers can "write about anything"), I decided to write about the MagicJack I'd ordered at 5:00 a.m. one Sunday morning. Any "inspiration" (if you can call it "inspiration") for that particular piece of writing came more from my own surprise at having been moved to order something from an infomercial. The MagicJack Hub was hardly a piece of great writing. It was more like a conversation I'd have with a friend. The Hub about the MagicJack has been sitting among my Hubs for just about three years now, and I have to say it continues to make me cringe as far as my idea of "great writing" goes. Still, people aren't always looking for "great writing" when they're looking for information on the Internet; and as it is, readers have often asked questions about MagicJack. I've answered them when I knew the answer (but as only one user with one device, I've had only a certain amount of experience with the gadget). So, in the interest of some form of "customer service", I've often tried to find the answer to readers' questions by using MagicJack's website or online chat. Ironically, one of the main points of my original MagicJack Hub was that customer service wasn't great. In the time since I wrote the Hub I've had a lot more experience with MagicJack's customer service, as compared to limited (but not very satisfying) experience I had by just ordering the MagicJack (and having a shipping "issue"). Based on my own initial, limited, experience with their customer service; and based on some feedback I've received on that MagicJack Hub I wrote; I'd continue to maintain that there could be some improvement with their customer service. At the same time, however, I've had enough dealings with online chat people, and enough practice using the "self-help" section of their website to have seen that there are times when their customer service and/or website can be more than satisfactory.
Basically, I had a poor first impression (and based on feedback on the earlier MagicJack Hub, that impression wasn't entirely incorrect). Since then, however, some of the bad first impression has been "balanced out" with lots of exposure to more effective and responsive customer service (or results from the MagicJack site). Three things may be worth mentioning here:
1. When I first began trying to learn one thing or another from the MagicJack "knowledge base", I frequently found it difficult to get the information I wanted. As I've become more and more experienced using their site, I've realized that a person who uses the site more often will eventually get a better feel for how things are worded and done on that site.
2. Whenever I've tried to get information (and in a case or two, assistance) for someone else by using the online chat, I haven't shared that I'm someone who has anything online about the MagicJack device. I've either not given any information to the "chat person", or else gone on using the name under which I purchased the device (which is different from the name I use in Internet writing). In other words, I have no reason to believe that the people I've chatted with have known I'm something other than a customer. I suppose, technology being what it is; if the MagicJack people were so inclined they could do some investigating somehow, and figure out that I have what is essentially a review of their product online. I don't know what would prompt such efforts, though.
3. Over the years since I've occasionally tried to get information for readers from the MagicJack site (or chat feature), I've found getting information easy and quick. (Again, however, I should mention that as I've gotten to know the service better it has helped me know what I should be asking/looking for better than someone with less "MagicJack-site experience" may. In any case (and in spite of quite a few complaints that have shown up on the MagicJack Hub), they've won back a few points in my eyes, simply because they've been responsive and effective as often as they have.
So What About the MagicJack Device, Itself, After Three Years?
The MagicJack software has been installed in my PC since I first got the device. There have been no problems to speak of. Every so often I'll get the automatic upgrade, which shows up in the form of a green MagicJack on the screen (with shamrocks that say, "Lucky you" and something about the automatic upgrade being done). There have been no problems with any of the (relatively rare) automatic upgrades.
When I first got the device I set up an inexpensive, two-handset, cordless, phone in case either my son or daughter wanted to save some cell-phone time by using MagicJack. There was occasionally something of an echo, which was resolved (99% of the time) by using the MagicJack site's troubleshooting feature and re-adjusting the volume settings. Using the cordless phone, I've had a time or two when someone on the other end of the call has said there was some echo. I haven't heard it on my end.
Mostly because of a shortage of outlets for chargers, there was a time when the phone I used for MagicJack was my Linksys Dual Telephony phone for Skype. That phone is generally designed to be used with Skype and with the landline, but I thought I'd see what happened if I used it with MagicJack instead. I liked that arrangement better, but it was mostly because the phone handset has a higher quality feel to it. The handsets I'd previously used have a "gumball-machine-toy plastic" feel to them (which has nothing to do with MagicJack, of course). So, I was using the Skype/Linksys cordless phone with MagicJack for quite awhile.
I don't know if everyone else is like I am, but time seems to make increasing demands on the power strip by my computer; so somewhere along the way (and because I have Skype on my Blackberry), I decidede I needed another outlet and unplugged the Skype/MagicJack phone. Instead of a cordless, I hooked up a cheap, corded, phone for the MagicJack. Since I use the MagicJack for business-type calls (rather than long talks), being tethered to the desk by the phone cord is fine. Although the call volume and clarity was fine with the cordless phones, the calls on the corded phone come in LOUD and clear - so loud, in fact, that it's uncomfortable to use that phone. Since it's a cheap phone, I can't further adjust the volume in the ear-piece (and the MagicJack volume settings can't be further adjusted).
On the one hand, the amazing call clarity and volume should be (is) impressive on the corded phone. On the other hand, I'm thinking of switching back to one of the cordless phones (in view of the fact that my hearing is great, and I'd like to keep it that way ). Sometimes “good call quality” is enough. Sometimes “amazing, ear-blasting, clarity and volume” is more than a person wants or needs.
Over the last year (both because I had nothing better to do one day and also because I was thinking in terms of potential power outages from storms or transformer “issues”), I installed the MagicJack software in my netbook. The whole process was uneventful and seemed to work fine. (I can’t really imagine needing to use the netbook/MagicJack “affair”; because if I have the netbook anywhere near me, I also have at least one cell phone nearby too. I don’t know… It just seemed to me, at the time, that as long as I have the MagicJack gadget I may as well get the netbook all set for a quick “switcheroo” if the need ever arises.
Also over the last year, two family members got their own MagicJack devices. One got his because his phone lines were damaged after a storm. He said his works fine. The other got a MagicJack as a gift but says he doesn’t “really use it” because the cordless phone he got with the MagicJack involves that all-too-common problem of requiring yet another outlet in a power strip.
Other than the handful of times when I’ve moved my computer for one reason or another (and had to undo enough stuff in the back that it was just easier to unplug the MagicJack than leave it dangling throughout the move, the device has remained plugged into the PC for awfully close to 100% of the three years I’ve had it. (Who knew getting a house hooked up to a town’s new sewer system would involve moving a computer a couple of times? – but that’s a story for another time and another subject.)
After all these words (and after the few uninteresting and minor experiments I’ve conducted with MagicJack here or there), the point is that in three years with MagicJack all has been pretty boring and uneventful. My first free year’s worth, and second paid-for year’s worth, or subscription did run out; so I did go through the process of paying for the third year. Since I didn’t choose “automatic payment”, and instead made a one-time payment for the third year, all I can report is that there were no problems with making that payment for the third year. (Year 4 will be due soon.)
Personally, I still prefer not to sign on for the multi-year plan. In spite of the apparent success of the device, I still have concerns that something could happen with the MagicJack company, and it could involve my paying for service that I never get to use. Companies go out of business, get bought, get computer-system problems, etc. etc. I don’t see paying for service annually as a “giant inconvenience”.
The thought has occurred to me that as the device gets older there’s the chance it will develop some age-related problem and no longer worker. Based on the FAQ (frequently asked questions) section on the MagicJack website, damaged or lost devices will can be replaced for $20 (as of this writing, January 2011). The user will keep his old number and account after the old number and account are transferred to the new device.
So that’s it: Three years of having a MagicJack. Three years of pretty much having nothing go on with it. It’s just there, hanging off the back of the PC, not bothering me or my computer and working fine. When I was Christmas shopping I noticed lots of MagicJacks in the stores, and I noticed how sparkling and gleaming their metallic edges and “glass” (plastic) front looked. Mine still looks fine. There’s no wearing-away of the metallic edge of the device, and the front certainly isn’t scratched or worn (why would it be, since it just hangs at the back of the PC?). Still, mine doesn’t look “all new and sparkly”, the way the brand-new ones do. It occurred to me that one of these days I ought to take it out and give it a wipe with a damp cloth. Maybe the next time I “have nothing better to do one day” I will.
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Comments
Hi Lisa, I see you've had quite a journey with MagicJack! This is a great insider's review and it answers a lot of questions I've had about the device. I'm thinking about getting it soon, thanks!
Cagsil, I wasn't even sure it wouldn't be dumb to write about MagicJack yet again, but it occurred to me that three years of having no problems with it might be more worth mentioning than, say, a month of no problems. :/
I'd been pretty immune to all infomercials until the MagicJack one caught my interest. When that worked out (pardon the pun that will be evidence with what I say next), I started collecting infomercial-workout program. As someone could guess, the item has to either be reasonably inexpensive, or at least something I'm pretty sure can't go wrong. LOL
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multimastery, not a very interesting journey, I know - but a long one, I guess. :) I have things I've only been using for a couple of months, and I keep thinking it may be good to review them - but only after some real use and consistent results.
Watch... The day after I wrote this my MagicJack will stop working or do something weird! Oh well, if it does I'll be back to mention it.
Have you encountered PENDING ACK issues & the other party can not hear you during the call. Not sure if it's a known issue. Majicjack's new site doesn't show livechat.
Been scanning the web for resolutions. Hope to hear from you.
I have been looking into this product and it's nice to read a real, unsolicited testimonial. Thank you for the article!
vitalstaffinglic, I haven't run into problems with anyone not being able to hear me. I've occasionally had someone say there was some echo on their end of the phone. The company's site (www.magicjack.com) does show live chat. If you scroll down the page you'll see, "customer care/live agent" If you click on "get live help in seconds" or "order/billing chat" you'll get to a list of "ready-made" questions they show, in case you get your answer there. If you type in the question, and the answer isn't there you'll get a page that shows the live-chat feature.
Hi Lisa - Reading your interesting article was worthwhile, but I missed reading whether or not a user of the MajicJack thing would still require a telephone landline service. I assumed that they did require that and that brought on the question, why have a MagicJack?
Gus :-)))
Gus, hi. There's no need to have a landline service with MagicJack. I, personally, think it's wise to keep a landline service (even a minimum-service kind), just in case of power outages/Internet "outages" - but people do have MagicJack without a landline. All it takes is a PC with Windows XP or later, high-speed Internet service, and a regular phone (the kind you'd otherwise use with a landline).
For someone who wants to save on landline service, or someone who wants to keep their cell phone use down, MagicJack serves that purpose.
Looks like this one will be another hit - on the same topic, best of all. Good for you! btw, I've left you a fan mail, but you might have overlooked it since it hasn't been approved. Thanks!
This has been on my list to look at - great review - very thorough - you even included my Skype. Skype too had a strong echo which they have corrected. Thank you very much
snakebaby, thank you for the fan message. I overlooked approving it, but not the message. Actually, I followed you back and did notice that we're almost neighbors here, North of Boston. I just tend to get horrendously scatterbrained during "holiday season" each year. :) (This Hub is actually the result of my "post-holiday-season crash", when I lean toward writing about stuff that's easy to write about. :) ) Thank you for reading (and "following"). See you around HubPages.
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GmaGoldie, thank you. I've had Skype now for about the same length of time I've had MagicJack. For me, Skype has sounded very much like a landline phone. I do know a few people who tried Skype in the past and who thought it left something be desired. Two of them had older (and "less fancy") versions of the Linksys phone.
Well looks like for a boring subject you sure have thoroughly covered it! I have magic jack and was really interested in your assessment cause I have had problems with people on the other end saying it sounds scratchy when I'm not talking. Also, at times there is a delay when I dial the number! Good day to you!
Thanks for the information, I have been thinking about getting one.
I have also been thinking about getting one, but I'm always on the fence about it. Someone I know had it, and he always seemed to have echo, and connection problems, however, I'm not sure he ever took the time to look into fixing the problems.
gourownway, if your friend still has it, it might be worth giving his a try in your machine, just to see how it works and whether there are any minor things that show up (and can or cannot) be fixed. The echo I had was related to the volume being set way too high.
Thanks for the update Lisa. I've also had mine for a number of years. I use it as a backup and often give it to friends who travel overseas who need to reach me. Biggest issue I would say is the renewal process. I also do the manual one and have run into issues. Nothing a chat issue can't resolve, but that usually requires me to visit their site again, which I find most annoying.
That is a great compliment to you of coming back after three years and commenting on MagicJack sharing your experiences.
Hello, hello, thank you. :)
Lisa,
Hi
Unfornuately, the Magic Jack I've had for 2+ years is working terrible. It always has. From the start there was an echo and it never really went away, or was tempermental. I used it occassionally as a home phone, but always needed my computer to be on, and if I restarted the computer, it annoyingly takes 1 minute at least to load the magic jack.
I began to use it less and less esp after it stopped leaving the voicemail messages in my email, so I wouldn't check via the phone and not get messages for awhile.
I renewed it for another year as to some friends' advice but I actually have only used it like maybe 5 times this year and now with the 3rd year, it's not even plugged it so I guess my subscription is over. I thought of selling it for $15. But anyways, I did try customer service a few times and it wasn't great like you say. I just don't want to bother to try and mess with it anymore. ANd I have unlimited cell phone minutes, ...although I like to be able to use a larger home phone.
So that's my story. I hate magic jack. And to me the hassle is not worth the savings because like I say, calling friends I can't make them out or vice versa and they get irritated so It just doesn't work.
Schoolgirlforreal, thanks for sharing your own experience with MagicJack. I get kind of aggravated at waiting for MagicJack to start up if I've turned the PC off, but I'm reasonably OK with that. I also have to wait for the Linksys phone to start up, so the two of them (and anything else I have set for start-up) all are kind of getting up and running at the same time.
One disadvantage to someone counting on MagicJack as a "home phone" is that even if the power goes out (or a router goes bad, etc.), there's no phone service.
I don't know if you've already tried this; but since you've paid for the service, I wonder if you may want to try going to their "troubleshooting" section. That's where I got help with an echo is was getting in the beginning.
You probably already know this, but sometimes if your machine is set up in a way that firewalls block some programs every time the machine start up, you have to go in and manually allow the MagicJack program through the firewall.
I had to put Skype on my machine because someone I was working for required it. I absolutely love it. Originally, I started with a super-cheapy little USB phone (that was specified as "Skype compatible"), and the calls were great. I hated the phone, though, because it honestly looks like a toy and feels like a toy. That's when I got the Linksys C300 system (and at the time I didn't pay much for it at all). That phone looks and feels very much like a "regular" phone.
You probably already know this, but you can get a Skype-compatible phone for anywhere between $5 (on clearance in some places) to a couple of hundred dollars or more. You can also make Skype calls with a headset that has a microphone. (I don't care for that because I don't like feeling like a customer-service person or old fashioned telephone operator LOL.) With Skype you can talk free to your friends who also have Skype. Also, you can pay a small amount for a "regular" phone that lets you use it as a "regular" phone.
With a USB phone(or a headset with a mic) you can also make free calls using Google Voice or any number of Instant Messaging services online.
As far as MagicJack not leaving messages in your e.mail, I'm wondering (if the subscription lapsed) where you'd just need to go into "My MagicJack" and set it up again? If nothing else, you'd at least be getting your messages.
I don't know if any of this is useless, or if it's information you already know; but I figured I'd mention it in case it's not (or in case anyone else may benefit from it).
Again, thanks for sharing your own experience after two years with MagicJack. :)
Has anyone had a problem with looking at your phone call log on line and seeing numbers you did not call on it? Is this possible. My boyfriend's log had all these calls for foreign calling cards, sex lines, people in other states we don't know. I was suspicious at first, but when I started looking at them, they didn't make sense. Also, I called him from my phone sitting in the same room with him and it would go straight to voice mail as if someone was on his phone, but no one was. It was as if someone was hacking into his phone. This happened the 3lst day so just in time not to get the refund if returned. He stopped using it. He was sick of the pop ups and it was frustrating when it didn't work right. I was very nervous about these odd calls and don't believe he made them. Some were for hours when we were together. Does anyone else check their phone log on line regularly and find any odd things. I know the terms you agree to for this product gives them permission to sell all of your info to third parties. Can they then hack into you MJ and make phone calls with your number?
Tanya, I'm only one person (so don't necessarily go by me), but I've never had anything "funny" (odd) happen at all. The only thing I've ever had happen was about five of those calls with people trying to sell auto warranties (and that's over three years). I do have the number on the "do not call" list (because three or four of those calls happened within - like - three months).
I just looked at the TOS, and they say they don't provide any of your personal information to anyone. They say there's an automated process that is used to make ads more relevant to users (and they note local ads), and that that process may/does go by some of the phone numbers that have been called. I just looked at my whole, online, call list; and I don't see anything at all odd on there (but, again, that may just be me).
I have read that if the MagicJack is working and odd things are happening there's always the chance your PC, itself has been infected with a virus/worm. If you haven't done this recently (and made sure your anti-malware/virus program is absolutely up-to-date, right up until today) you may want to run a good scan (regardless of whether or not you use MagicJack again).
The only pop-up I've ever had (that's kind of irksome) is the MagicJack soft phone that pops up the minute the phone is picked up. (In other words, no pop-ups ads at all - ever.) Usually, the only ads I've seen are either on the MagicJack site (and mostly for MagicJack) or else on one side of the soft phone (and even those are usually for MagicJack-related stuff). Of course, that could be because most of the calls I make are to individuals and/or small businesses (or else bigger business with which I have an account - like a phone company or something like that).
I've asked MagicJack customer service reps about the situation as you've described. I was told that nobody can hack MagicJack and use your phone number if he doesn't have your log in information. I asked about a "general virus", as well as whether the MagicJack "workings" can be hacked; and I asked about key loggers. I was told the same thing: That someone would have to have log-in information (which includes e.mail address)in order to make calls from your number. Email accounts are known for being hacked, but even if someone could get into your email account and see, say, the MJ phone number and log-in info; apparently (and at least according to MJ), without the actual device to go with the info, using your phone number wouldn't be possible.
You may want to go to MagicJack.com, scroll down to their customer service section, and go to "live chat" to talk to someone there about what happened (with more detail than is here, or than I can provide). You don't need to have a MagicJack to ask about this. All they ask for is a first name to chat.
Also, maybe someone else could offer more/better information that I'm able to from my own experience.
Cagsil 16 months ago
Hey Lisa, I was wondering about this but was too lazy to look into it. LOL! However, my sister has been using it for about a year now and she hasn't had any difficulty with hers either. I'm glad you were able to order something from an informercial and have it work. LOL! I've ordered plenty of things through those type ads and many of them have been really cheaply made and not last. Maybe I'll get myself a MagicJack for my place. Thank you for sharing. :)