Jared Heinrichs

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Magic Jack contacts missing

Well I am really starting to hate magic jack as a company. I asked them this question and this is what they told me:

Thomas: We are pleased to announce that magicJack customers have now received our latest magicJack upgrade. This upgrade includes the following benefits:

Thomas: -Less bugs

Thomas: -Superior call quality

Thomas: -Works on Windows and Mac

Thomas: -Easy to use

Thomas: -and much more

Thomas: There may be some magicJack users that will no longer have their past contact list available. Please create a new contact list. Our latest upgrade, with advanced features should prevent this from ever happening again. We apologize for any inconvenience. We are not be able to restore contact list.

We are not able to restore contact lists? Did you tell me about the upgrade?

NO!

Did you warn this could be an issue?

NO!

Is there a way to backup contacts?

NO!

Is all my phone history gone?

YES!

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Canadian Magic Jack Review

As you can tell the Setup of the Canadian Magicjack number went terribly! I did manage to keep a few screenshots.

Canadian Magic Jack Review (01)

Canadian Magic Jack Review (02)

The about is the screen for the magicjack. Magicjack works great once it is up and running. I find their software could be better.

ADS

Although I am sure they do this so they can SAY they don’t have Ads, I notice how the “Vanity numbers” ad stays on the screen longer then any other information. I’ve already bought the freaking device and I’ve paid Magicjack for my Canadian number. I can’t stand how they use the left side of the software phone to display upgrades for you. Here’s some of the “Ads” that come up on the left side of the software:

Canadian Magic Jack Review (03)

Contacts

Being mostly a soft-phone you’d think that the Magicjack could do better then a traditional phone. One thing I have always hated about most phones is if you have a large amount of contacts you can’t really search for them unless you have a smart phone. Magicjack provides no way of searching your contacts. In fact, Most cell phones allow you to make one contact and have multiple phone numbers to that one contact so you don’t need to make a contact look like:

  1. Friend 1 (Cell)
  2. Friend 1 (Work)
  3. Friend 1 (Home)

I’ve only entered 15 or so people and I’ve already had to make 29 contacts. Since you have to “eyeball” the contact to select them from a list.

Real Phone vs Headset

Since Magicjack is essentially a Soft-phone you don’t need a phone. I think I won’t be using a real phone most of the time with it. As you saw in a previous screen the window looks like a phone. You can just use plug in a headset with the computer and talk into it. This will work fine when MOST of your calls will be outbound. I think if you were getting a lot of inbound calls a real phone might work better unless you setup your magic jack to work like this:

Canadian Magic Jack Review (03)

As you see I’ve selected my headset to be used for both Talking and listening. For ringing I am using my computer speakers. If you aren’t going to be able to hear the computer speakers or won’t be near the computer then you will most likely need to use a telephone. To get to this screen of setting up the headset you want to switch to the headset first:

Go to the Menu button and then “Switch to headset”.

Canadian Magic Jack Review (04)

Once you switch Magicjack to headset then you have to cick on “Volume/Headset control”.

Canadian Magic Jack Review (05)

To switch back to the phone:

Canadian Magic Jack Review (05)

Switching back and forth between the headset and phone is easy and there is no delay. I am glad they don’t ask.. “Are you sure you want to switch to the phone/headset”.

Canadian Numbers

As you’ve seen in my previous post on the fiasco that was trying to get a Canadian number the one thing I was surprised to see was that I was given the choice of 3 different phone pools. I can’t remember what the numbers were. One of the pools had no free numbers left. The others had tons of numbers left. Because I have a Canadian number with the 204 area code on it I can be in Winnipeg, or Ottawa, Vancouver and anyone can call me FROM Winnipeg as a local number. Unfortunately if I was in Vancouver someone would still have to call long distance. So in essence the phone doesn’t care where you are, you’ve got a local number to where ever you selected the area code.

Issues

The one thing I REALLY wished about the Magicjack from a technology stand point is that it were to use port 80 for communication. Unfortunately because it doesn’t and uses more traditional VOIP protocols,if you are at work and if they have a locked things down on the firewall you won’t be able to use your Magicjack. Here’s an example:

A lot of businesses use ISA server for protecting incoming and outgoing traffic. You’re magic jack would not work unless you talked to your system admin. They would then have to some fooling around with the port rules on the server. If Magicjack were to use port 80, almost every corporation has port 80 open on their firewalls. This would let Magicjack easily work on more networks with one change.

Conclusion

I am happy with my Magicjack now that it is setup. Are there things that could be improved with their software? Definitely! I hope Magicjack starts listening to their clients a bit better. Without us the customer you would be nothing but a whole lot of debt. 😉

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Magic Jack Review – The setup

This first post will be going over my initial experience with Magic Jack. I had been hearing good things (actually it was just about price) about Magic Jack so I decided to take the plunge.

Magic Jack’s support SUCKS!

Let me say it again, Magic Jack’s support SUCKS!

Why do I say Magic Jack’s support sucks? Well, for one… finding a way to talk to somebody. You can only “Chat” with a customer support representative and may I add you can only chat with them AFTER you have searched their knowledgebase first.

I did some searching around and while I haven’t tried calling it myself I believe I have found the actual phone number for Magic Jack here: “How to contact Magic Jack by Telephone” . Here’s the info I got from that website:

 

MagicJack’s contact information:

MagicJack LP/Ymax Corp, 5700 Georgia Ave., Palm Beach, FL 33405

Telephone: 561-586-3380

Fax: 561-586-2328

 

*NOTE* – You will soon see how Magic Jack continuously forgets or leaves major details out of their communications:

First off when I contacted Magic Jack I asked a few questions. The first one was asking how much it costs for getting started with Magic Jack. I told them I was a Canadian citizen looking to get a number. You’d think they’d be upfront and tell you that they charge you $10 more a year for a Canadian number. Here’s the conversation from the chat:

  • Please wait for a site operator to respond.
  • You are now chatting with ‘Desmond’
  • Your Issue ID for this chat is LTK4190117532477X
  • Desmond: Hello, how may I help you?
  • Jared Heinrichs: Hi, I was wondering how the "Risk Free trial" works?
  • Desmond: Okay, let me explain this to you clearly.
  • Jared Heinrichs: Do you have to pay for the Magic Trial device? I don’t want to fill out all my info before I find out how it works
  • Jared Heinrichs: I Live in Winnipeg MB Canada
  • Desmond: You can use magicJack for 30-days for free and it’s up to you if you will continue or not.
  • Desmond: And the amount is only put on hold, but if you decide to discontinue the 30-days trial, we will release the on hold amount.
  • Desmond: We will release the on hold amount back to your account.
  • Desmond: But if you decide to discontinue the 30-days trial make sure, that you will return the magicJack device before 30-days so that the amount that is put on hold will be release.
  • Jared Heinrichs: So is the first 30 days free?
  • Jared Heinrichs: even if you continue on
  • Jared Heinrichs: How much is device and monthly/yearly cost?
  • Jared Heinrichs: Can I get the device online and have it shipped…
  • Desmond: Yes, it is free.
  • Desmond: The magicJack device cost is $39.95 with a free 1 year of service.
  • Desmond: There is no monthly fee for magicJack.
  • Desmond: After the free 1 year of service, you can renew your service on below extension plan.
  • Desmond: The gold plan or the 1 year additional year of service which only cost $19.95 and the Platinum plan or the five years additional year of service which only cost $69.95.
  • Jared Heinrichs: 39.95 is that in Canadian or American?
  • Desmond: it’s American rate, US dollar.
  • Jared Heinrichs: Once last question…
  • Desmond: Sure, what is it?
  • Jared Heinrichs: one sec…
  • Jared Heinrichs: Call forwarding and voicemail is included in all plans right?
  • Desmond: Yes, it is.
  • Desmond: It is the one of the free feature of magicJack.
  • Jared Heinrichs: Perfect. THank you.
  • Jared Heinrichs: Have a good day.
  • Desmond: Is there anything else I may help you with today?
  • Jared Heinrichs: Nope. You’ve been very helpfull
  • Jared Heinrichs: later
  • Desmond: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the service I provided. Please click the "close" button on the top right of this screen and the survey will appear. Thanks again!

That was the first conversation.

I figured I would now buy the device from a local store ie. Memory Express. I went home at lunch. I was excite to open up my Magic Jack. I inserted the Magic Jack into my computer. It seems to startup pretty easy. The first part was pretty easy. Fill out your name. The second screen came up and I saw “To get your Canadian number click here for $10.00” more per year. I checked that off. Of course Magic Jack now wants you to type in your credit card info:

On the screen it is a very basic form. Basically they want you to fill out the information for the credit card. I fill out all required info.

I hit submit after entering my card number and it came back in an error with wrong credit card number. I verified that the card was correct. I deleted the whole number and retyped in the card several times. Each time I got the same issue. I changed my Postal code to have a space thinking maybe that was the issue. I then proceeded to try putting spacing just like the credit card has. That didn’t work. I then tried another credit card and that came back with another error.

Since I was going to be late I didn’t want to spend much more time setting this thing up. I noticed that there was a big button that said something like: I see you’re having troubles. You can always take your FREE phone number right now and after things are setup you can then change to a Canadian number. No where did it say there was going to be an extra charge. I decided to just take the free number and get my Canadian number later.

I went into my.magicjack.com software and went to go change the number. I had my credit card ready. I login no problem and then see the change phone number button. I click that and then it tell me I’m going to be charged an extra 4.95 for my first change, and $10 for each change afterwards. I think to myself there must be some mistake so I contact Magic Jack Technical support. Here’s the log from that conversation:

  • Please wait for a site operator to respond.
  • You are now chatting with ‘Ethel’
  • Your Issue ID for this chat is LTK4190117682280X
  • Ethel: Hello, how may I help you?
  • Jared Heinrichs: Hi I just bought a Magic Jack today and I haven’t been happy so far… MAybe you can help…
  • Jared Heinrichs: I am from Canada
  • Jared Heinrichs: looking for a 204 number
  • Jared Heinrichs: During the setup of the phone I picked I want a Canadian number
  • Jared Heinrichs: I selected a number
  • Jared Heinrichs: I chose "Canadian NumbeR" for 10
  • Jared Heinrichs: dollar
  • Ethel: Sure.
  • Jared Heinrichs: I was then prompted to enter my credit card info
  • Jared Heinrichs: Both cards have tons of credit
  • Ethel: Did you complete the procedure?
  • Jared Heinrichs: Yes.. Let me finish
  • Ethel: Sure, yo umay.
  • Jared Heinrichs: I tried entering MAster Card (Said there was something wrong with) I re entered the info several times and the apps still said there was something wrong
  • Jared Heinrichs: I then tried my American Express
  • Jared Heinrichs: Again
  • Jared Heinrichs: it said it was wrong
  • Ethel: Okay.
  • Jared Heinrichs: In a Window it said "Click here to get a FREE number.. You can always change back to a Canadian number later by logging into my.magicjack.com later
  • Jared Heinrichs: I went and finished the setup. I picked a number in North Dekota
  • Jared Heinrichs: I then logged into Magic Jack and it now says there is a charge to change number
  • Jared Heinrichs: How do I get my Canadian numbeR?
  • Ethel: Okay, I see.
  • Jared Heinrichs: I am at my.magicjack.com right now
  • Ethel: Since you have picked a phone number already.
  • Jared Heinrichs: yes
  • Ethel: You will be charged for the change.
  • Ethel: US to Canadian (first time change) = $4.95(one time charge) + $10.00 (annual fee).
  • Jared Heinrichs: Look above… In the install of the phone it wouldn’t take my credit card… THere WAS NO MENTION There would be an extra charge!!!
  • Jared Heinrichs: It said… If it doesn’t go through there will be an extra charge!
  • Jared Heinrichs: It siad pick one now to finish the setup… You can easily change the FREE number to the Canadian number at any time!
  • Ethel: Yes, you change, Jared.
  • Ethel: however, you will pay for it.
  • Jared Heinrichs: I understand I will pay $10.00 for Canadian line
  • Jared Heinrichs: number
  • Ethel: Canadian phone number will cost you $10 and the change would be $4.95.
  • Jared Heinrichs: Come on.. THere is no mention of that and it was your service that wasn’t working
  • Jared Heinrichs: I want to talk with a Manager
  • Jared Heinrichs: To top things off there was no mention about Canadian number costing more either
  • Jared Heinrichs: I’m pre-paired to pay the 10
  • Jared Heinrichs: but not for the switch since it was YOUR companies fault
  • Ethel: One moment please…
  • Ethel: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
  • 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 LTK4190117682280X
  • Ashton: Hello Jared. My name is Ashton. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.
  • Jared Heinrichs: Hi Ashton please call me at 204-799-7583
  • Ashton: Thank you for waiting.
  • Jared Heinrichs: BTW – I write a Tech blog @ http://jaredheinrichs.com that I will be writing a review of my experience
  • Ashton: We loved to talk you on phone but, we only engaged through this chat.
  • Jared Heinrichs: Hopefully you can be a lot more helpfull then the last person
  • Ashton: Please be informed that selecting FREE number will only provide you a US number.
  • Jared Heinrichs: I understand
  • Jared Heinrichs: I wanted a Canadian NUmber.. I tried paying for a Canadian number!
  • Ashton: Change of phone number will cost you for $ $4.95. It wasn’t mention that change of free of number is for free.
  • Jared Heinrichs: exactly
  • Jared Heinrichs: How do I do this .. I was told I would be paying a total of 14.95 after everything is said and done
  • Jared Heinrichs: I am only willing to pay the $10 it cost to get a Canadian number
  • Jared Heinrichs: I’m at the site … How do I finish the setup
  • Ashton: Yes, you can pay the amount for Canadian number for $10 but there’s a charge for changing of number for $4.95.
  • Jared Heinrichs: Ashton…
  • Jared Heinrichs: Can you please read what has been said..
  • Jared Heinrichs: Okay?
  • Jared Heinrichs: 1.) I bought the MAgic JAck
  • Jared Heinrichs: 2.) I started the setup…
  • Jared Heinrichs: 3.) YOUR system wouldn’t except either my MAster Card or my American Express
  • Jared Heinrichs: 4.) THe screen said Click here to finish.. You can change your number to a Canadian at any time
  • Jared Heinrichs: No where did it say … You’ll have to fork out another 4.95
  • Jared Heinrichs: And actually I save the chat from yesterday… I asked how much magic cost for Canadians looking for a number and the person failed to mention that there was an extra fee for Canadians…
  • Jared Heinrichs: It seems like Magic JAck is in the bunsiness of forgetting to tell people things!
  • Jared Heinrichs: Is all the customer service this way?
  • Ashton: I understand but you should not selected a free number for your magicJack device.
  • Jared Heinrichs: So if YOUR system wasn’t taking my credit card number
  • Jared Heinrichs: what should I have done?
  • Ashton: If our system didn’t your card. You should use another card or try again later or contacted us.
  • Jared Heinrichs: I did
  • Jared Heinrichs: two
  • Jared Heinrichs: Master Card
  • Jared Heinrichs: American Express
  • Jared Heinrichs: Both have TONS of credit left
  • Jared Heinrichs: If this isn’t resolved I am getting my master card to reverse my payment of the orginal Magic Jack…
  • Jared Heinrichs: I will aslos be calling 561-586-3380 tonight
  • Ashton: I apologize for that but there’s way we can waive the amount for changing of phone number.
  • Jared Heinrichs: Well why can’t you just say that from the get go
  • Jared Heinrichs: I was really pumped about getting a magic jack
  • Jared Heinrichs: I am now very not happy
  • Jared Heinrichs: Can you please change the setup info to let clients know?
  • Jared Heinrichs: That’s absurd of how little info you tell people about things like that
  • Ashton: You can only that option once you change number on your account at my.magicjack.com
  • Jared Heinrichs: ok I’m there
  • Jared Heinrichs: Please walk me though
  • Jared Heinrichs: so I am only paying 10.00 and making sure that 4.95 is waived like you said
  • Ashton: No, Sir.
  • Ashton: What I mean is that you can only the amount for change of phone number for $4.95 once you change your number.
  • Jared Heinrichs: Plain english please! THat last sentence did not make sense
  • Ashton: If you’re asking  were you can see the amount for change phone number. Then you can only see that on your account at my.magicjack.com. There’s no way we can waive that out.
  • Jared Heinrichs: Ashton: I apologize for that but there’s way we can waive the amount for changing of phone number.
  • Jared Heinrichs: If you read above you said you CAN waive that amount
  • Ashton: My mistake. That’s was wrong. It should be "I apologize for that but there’s no way we can waive the amount for changing of phone number".
  • Jared Heinrichs: I’ve never had such crappy support. Please go to http://jaredheinrichs.com for a complete review of Magic Jack in a couple of days. I will make sure to mention both you and the other person.. I am also going to talk to MAster Card about not paying for Magic Jack… You just lost a customer
  • Jared Heinrichs: I am giving one last chance
  • Jared Heinrichs: Is that a yes or no
  • Ashton: I’m really sorry but we can’t waive that out.
  • Jared Heinrichs: Ok. Then you lost a customer

As you can see I was getting a bit annoyed but I feel Magic Jack really needs to change how they handle their customers.

I was so upset I called my credit card company. They talked to me and were so far really helpful. They told me just to pay the amount and then they’d get the $4.95 refunded for me. I haven’t heard back yet from them but I will try and remember to update this post to let you know how that went.

Try searching this site!