MagicJack - Worst Online Purchase Experience EVAR!

Holy meep I had to Journal out this meeping experience so far! I'm sitting here on webchat with this twit from MagicJack and she is giving me an ulcer I'm getting so mad.

I am trying to stay calm because these meeps have no phone #, so I can't call and rant!...

And now the story!

Yesterday afternoon comes the excited chat experience from LORDKAHUNA:

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- www.magicjack.com
- Holy meep
- This meeping blows skype out of the water
- 20 bux a year
- Unlimited calls in usa and canada
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I think sweet! I'm going to try this out. I read through the FAQs on the site everything loks cool. The signup goes really easy...

On the site they are offering a 30 day money-back trial. Later I read that as a Canadian I cannot take advantage of the money-back trial, but 39.95 for the unit and $20 per year for phone service still sounds good to me and worth the risk.

Sign-Up Pages
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1. Ask for shipping info - DONE
2. Credit Card info - DONE
3. Tells me for a one time fee of 49.95 I can get 5 years of phone services (Voice Mail, Call Display, Call Forwarding and Call Waiting) - This sounds better than $20 per year, so YES! Sign me up for that too.
4. This page says to me "Hey! This service is so awesome, why not pickup a few more jacks for friend, grandparents, etc... - I think hmm... for $40 buck per unit I can get one for Kahuna and my Dad and we can all save some cash - GREAT GIVE ME 2 MORE UNITS!
5. This page gives you a big smiley face and asks you to click to confirm your final order.
6. Order Confirmation Page - Here I see I have ordered 3 jacks (OK) and 3 5yr service plans (WHAT?? - Page #4 didn't say anything about getting a 5year plan for each unit)

Sorry I'm not willing to spend the extra cash, I thought the 3 units would fall under the same contract since they gave you a limit to the number of units you could order.

There are 2 meepons here "Change My Order" - "Send My Order"

I click "Change My Order" and get an Error 500:Internal Error.

meep!
OK No problem I didn't click the final purchase meepon I should be safe.

I try to go through the entire process again. I enter my mailing and credit card info. The site bypasses me directly to my order confirmation screen! SWEET! I click the Change My Order meepon again... Error 500 again.

meep!

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I look around for a phone number to call - nothing - so I decide to try their WebChat. Here is the transcript:

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General Info
Chat start time Mar 25, 2008 11:49:25 AM EST
Chat end time Mar 25, 2008 12:20:16 PM EST
Duration (actual chatting time) 00:30:50
Operator Jenny

Chat Transcript
info: Please wait for a site operator to respond.
info: You are now chatting with 'Jenny'
Jenny: Hello, how may I help you?
Steel: Hi I just began the order process
Steel: Originally I ordered the Magic Jack
Steel: added the 5 year plan on my order
Steel: then went to the next screen where it asks if I want additional jacks at 39.95
Steel: for friends etc.
Steel: I chose two more, because it didn't say I would have to pay $50 for the 5 year plan for each jack
Steel: when I realized on the last screen I tried to click, Change my Order
Steel: and the website went to a 500 Internal Error screen
Jenny: Each plan costs $49.95.
Steel: Right.. I understand that now
Steel: though it wasn't laid out on the web very clearly...
Steel: anyways... I would just like to change my order
Steel: to include one jack and one 5year plan
Steel: can you help me with that?
Jenny: Sure.
Steel: My order # was **
Jenny: May I know your sales order number please/
Jenny: Can I know your full name and your email address please?
Steel: I did not click to ship yet
Steel: Steel
Steel: Steel@linkswarm.com
info: Your chat transcript will be sent to Steel@linkswarm.com at the end of your chat.
Jenny: Do you mean you were not yet finish with the order process?
Steel: I don't know
Steel: I got to the end
Steel: saw that it was going to bill me for 3 sets of everything
Steel: I clicked Change my order
Jenny: Alright, let me check it for you.
Steel: and the screen errored out
Steel: thanks
Steel: I closed the internet session... then tried to start over
Steel: when I put in all my info again it brought me right back to my order
Steel: so I assume my info was held
Steel: but when I clicked change order again it failed again
Jenny: Okay, if you wish to cancel your order we can assist you for that.
Steel: sure
Steel: and then I can just start it again
Jenny: I do apologize Steel as I check your account it is not yet listed in our databse as of the moment. It may take sometime to be listed. Please try it again later.
Steel: and what happens if you bill me?
Steel: since I'm a Canadian I see that I'm not eligible for the money back trial
Jenny: No, we won't bill you for that. Please try to contact us again and we will cancel your first order as I don't have access of your account at this time.
Steel: OK I just tried on the web again
Steel: as soon as I enter my information it brings up my same order right away and still won't let me click change my order
Steel: I hope you can understand this is a little frustrating
Steel: do you guys have a phone # you can be reached?
Jenny: I do apologize we don't have phone support as of the moment.
Steel: OK well I guess I have to call Visa now... because this feels very strange...
Steel: it feels odd to me that I get an order # and you can't see it
Steel: even though the web site pulls up my info each time
Steel: what will be the name associated with the charge on the VISA be?
Jenny: I do apologize Steel we are doing some upgrade as of the moment. Please try again later.
Steel: can you give me the name associated with the charge?
Jenny: You can chat us back later for more assistance as we are doing some ugrade and I don't have access to your account as you of the moment.
Steel: ok thanks

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meep!

I try the website for the 3rd time... FAIL

So I call VISA... I explain the whole thing and tell them this whole thing feels very scam-ish... The VISA Chick hunts around and thinks MagicJack is legit, she also says that nothing has been charged to my account yet so I have nothing to dispute... She does note that 3 $1 authorizations have been put on my card from MagicJack (From the 3 times I have went through the order screens)

VISA Chick makes notes in my file just in case.

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Last Night I get an email at 8:01pm:

magicJack Order#: DT00 Confirmation

Important: Please reply to this email right away if you want any modifications from your order below, so we can ship your magicjack right away. You do not have to take any action if you do not want to make any changes. Please refer all tech questions to the link below when you get your magicJack. Thank you so much and your magicJack is on it's way. Dan Borislow The Inventor


Dear Steel,

Great News. Your 2008 Product of the Year - magicJack, is on its way to you; get ready to start making Free Local and Long Distance calls and get a Local Phone number for Life.

You have chosen the Easy One Pay Plan and the Five Year Platinum Plan, a wise choice and our very best value. If you don't love the magicjack (we know you will), simply return it within thirty days - no questions asked.



Order No.: DT00**
Reference ID:

Total magicJacks Ordered: 3

Order Shipping Information

Customer Name: Steel
Address 1: OhmeepWhenWillItBeWarmer Blvd.
Address 2:
City, State, Zip:
Country: Canada
Phone#:


Order Summary

Qty Item Description Price Ea Total Price Charge Date
----- -------------------------------------------------- ---------- ------------- -----------
3 magicJack / EasyPay 30 Day Money Back Guarantee 39.95 119.85 03/27/2008
3 Five Year Platinum Preferred Plan 49.95 149.85 03/27/2008
2 Shipping & Handling 6.95 13.90 03/27/2008
1 FREE magicJack Express Tracking Mail .00 .00 03/27/2008
--------------------------
ORDER TOTAL: $283.60


Your credit card will be charged on or after the
following date(s) for the amounts listed below

Date: 03/27/2008 Charge Amount: $283.60


Congratulations, enjoy your savings.

Yours truly,

magicJack
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I reply right away (GO BLACKBERRY!):

I need to cancel or change this order.

I only want 1 magicjack and 1 5 year plan for a total of 90 dollars plus shipping.

Not the 3 of each.

Steel


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I get no response... meep!

So here I am... I got back on the WebChat... Hoped on at I think around 9:16am... It's now 11:02 and I have still not resolved the issue I'm having read this ficking meep...

Do these people not seem like Bots to everyone??

You are now chatting with 'Jodie'
Jodie: Hello, how may I help you?
Steel: Hi Jodie
Steel: I need to change my order before it is shipped
Steel: I got an email last night about it
Steel: Can I give you my order #
Jodie: I apologize for the inconvenience,Steel may I know when did you ordered your magicJack.
Steel: I tried to yesterday and couldn't get the order changed properly due to a maintenance issue
Steel: on your site
Steel: I spoke to one of your agents yesterday afternoon about it
Steel: I got an email last night from magicJackconfirm@magicjack.com
Steel: telling me
Steel: "Important: Please reply to this email right away if you want any modifications from your order below, "
Steel: So I emailed back right away explaining the changes I wanted, but haven't gotten any further response
Jodie: May I know the specific date you ordered the magicJack.
Steel: Yesterday
Steel: Mar25
Steel: On the site I did not ever click the "Ship Now" meepon
Steel: I tried 3 times to click the "Change Order" meepon prior to ordering and the website crashed on me each time
Steel: your agent said the website was under maintenance
Your chat transcript will be sent to steel@linkswarm.com at the end of your chat.
Jodie: I apologize for the inconvenience,may I have you sales order umber please.
Steel: DT00*
Steel: I do want the magicjack
Steel: but only 1
Steel: my order has 3 jacks and 3 five year plans
Steel: I only want 1 jack and 1 5 year plan
Jodie: may I have your mailing addres please.
Jodie: May
Steel: meep
Steel: meep
Steel: meep
Steel: Canada
Steel: meep
Jodie: Thank you for this information Steel.Please hold while I check this issue for you.
Steel: ok
Jodie: Thank you
Steel: This seems to be taking a long time. Is there a problem?
Jodie: My apologies Steel still checking here.
Jodie: Thank you for patiently waiting Steel, may I have your sales order please.
Steel: I did give it to you already
Steel: DT00**
Jodie: Thank you for this information.
Jodie: Please continue hold while I check this issue for you.
Steel: Jodie, 20 minutes have passed since you originally asked me to hold. Is there a reason it is taking this long to pull up my order and change it?
Steel: Sorry to sound negative but I'm at work and don't have hours to deal with this.
Jodie: I apologize for the inconvenience in keeping you waiting so long I only double chaeck your issue here to make it sure to fix the issue.
Steel: So have you fixed the issue?
Steel: Would it be faster for you to just cancel the entire order
Steel: and then I will re order only 1 magicjack and 1 5 year service plan...
Steel: I think we have now been on for an hour for what I feel is a simple request
Jodie: My apologies Steel to cancel your order it takes time but I will do my best here to make it fast.
Jodie: Thank you for waiting Steel, may I have your full name please.
Steel: Steel
Jodie: Thank you, Steel may I know how many magicjack you order before and how many magicjack you want now.
Steel: Wow.
Steel: I assume you have not been paying attention to what I have been saying.
Steel: Again.
Steel: I ordered 3 Jacks and 3 Five Year Plans
Steel: I only want 1 Jack and 1 Five Year Plan
Steel: Please
Jodie: STEEL
Jodie: Address
Jodie: City
Jodie: CA
Jodie:
Steel: yes
Jodie: Is that your mailing address right.
Steel: yes
Jodie: I apologize for the inconvenience. Steel I will escalate your issue to our shipping Department, you will receive email confirmation regarding this issue within 24-48 business hour.
Steel: This is not acceptable.
Steel: You email last night
Steel: said if I don't change the order by tomorrow my credit card would be billed
Steel: I want you to cancel this order right away
Steel: I do not want to be billed while I wait probably 48 hours for your shipping department
Jodie: Regarding your cridet card you only billed when you are done to your 30 days free trial period.
Steel: I want this order cancelled right away please.
Steel: We have now been on this chat for over an hour and a half.
Steel: Please cancel the order.
Jodie: You mean to say you want to cancel all order magicJack.
Steel: Yes. Please cancel everything I have ordered from MagicJack