It was more often HiJack than Magic Jack |

For almost ten years, I’ve been traveling around with a USB device that, when it works, is pretty fantastic. Of course, two of my (four) devices have not worked in 2 years- and the company basically has provided me the middle finger of tech support. In a nutshell, that explains the operations of Magic Jack.

Magic Jack phone device — A newer version of Magic Jack, slightly larger than real-life size

Dan Borislow invented the device and started the company back in 2005 (I’ve had my four devices since mid 2005). Basically, the device is a tiny solid state drive that operates as a Voice-over-Internet (VOIP) telephone. The company became known as Y-Max Corporation or Tiger Jet Network, Inc., until it was reverse mergered into Vocaltec. Which action was followed shortly by Dan being replaced as CEO by Gerald Vento.

The MagicJack was first sold as a cheap contraption (less than $ 30) that you plugged into the USB port of your computer. And, when it worked, you could make calls all over the US and Canada for free. (The annual service, which was a required purchase, after the first year of ownership, ran about $99 for 5 years back then.) The firm was based in West Palm Beach and Israel, with most of the parts made overseas- mostly in China, of late.

I took the unit with me to Israel, Taiwan, France, Bolivia, among other countries. Making calls to my clients and my family, without every paying a roaming charge. What could be wrong?

Oh, the fact that the device often needed to be reformatted and then having the software reinstalled. Which could not be done if you were traveling outside the US very easily. And, if you had the opportunity (read: misfortune) of relying upon technical support, well… You recall the routines that Lily Tomlin ran as Ernestine, the telephone operator? That support was oh, so much, better.

The only support (for most folks) was relying on internet chat. And, it was clear that folks like me knew more than the support folks would ever learn in a lifetime. I had enough problems that I actually was in routine communication with Dan. (Although I admit, calling these episodes communication was a misnomer. I spoke and wrote- and Dan responded … eventually.)

But, the firm did manage to sell some 10 million units. Now, the unit is called the Magic Jack Plus, with a higher price tag. And, it operates without a computer (but must be hard-wired into a computer network)- or, as before, via the USB port of your computer.

They also made an app that worked on Android phones. (Amazingly this app did not work with the Bluetooth device that afforded hands-free operation with the rest of the phone.) But, it meant you did not always have to have 1 ounce device (that fit into the palm of one’s hand) with them to receive the calls coming to your number.

But, Dan died a short while ago, while playing soccer in West Palm Beach. At the ripe old age of 52.

A pioneer in VOIP technology But certainly not in customer support.