The Complicated Case of magicJack

All the press and publicity has been a boon for YMax. All told, the company estimates it has sold more than 2 million magicJacks since the product launched, and it’s now selling them at a rate of 250,000 a month. At $40 a pop, plus annual revenues of $20 a year, that’s a lot of cash rolling in. This also means an enormous user base that needs billing, technical, and customer support services. This is where YMax, like many start-ups, comes up woefully short. Even though it’s a phone company, YMax simply doesn’t answer phone calls. The company doesn’t list a corporate number anywhere on its Web site and offers no live voice support, only live chat. And even live chat is accessible only after you’ve been repeatedly dumped into the site’s knowledge base. Although the product often “just works,” when it doesn’t, you’re in trouble: Live chat is not an ideal medium for helping a user adjust UDP ports or reconfigure firewall settings.
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