CUSTOMER SERVICE IS AN OXYMORON AT MAGICJACK

Ratings

Posted: 10/10/2009

Customer Service Really Doesn't Care at MagicJoke

Reviewed by: Cautious Consumer (xxx.xxx.195.156)

I bought a magic jack about two weeks ago. The quality is spotty. Sound to other person fades in and out. But most importantly, I had to speak with three different customer service agents (online, of course) … and I got three different answers to a support problem. When I finally got someone on a higher tier, he said that I had been given incorrect information by one of their customer service reps (they work from their homes), and that the company would not stand behind the problem resolution offered by their own employees. We’re talking $20 here, but even their higher tier support people don’t have the authority, or the business sense, to back up their own employees. I was told that the “offending employee would be sanctioned”, but that the company would not stand behind the solution that was proposed to fix my problem. I think they just don’t care what the customer thinks/experiences once they’ve made the sale. It was like talking to a rock. Their “customer service” is an oxymoron. No wonder American businesses are having a hard time competing in the marketplace, if they don’t back up their own words with actions. $20 is worth more than customer satisfaction. I’m glad I saved the transcripts of the service reps “chats”, where they acknowledge their own mistakes, but refuse to “do the right thing” with the customer.