Comparing Technical Support: Garmin, Magellan, TomTom
I had someone ask me a question I didn’t know the answer to off the top of my head, so I decided to contact Magellan technical support to ask. Due to the relatively generic question and the fact that the question could apply to virtually any brand of GPS I decided to also contact TomTom and Garmin and ask them the same question, then compare the service I received.
I called each of the manufacturers at the USA technical support number on their websites. I made the calls back to back, and started by asking the exact same question.
(A big caveat here…. This represents one call about one issue and talked to one support representative. Individual experience can and probably will vary quite a bit from this one set of calls. We receive messages daily from people who are both happy and disgusted with the support they have received from each of the major manufacturers.)
Magellan: The wait time to talk to a human was about seven minutes. The support tech had a fairly thick accent that I had a slightly difficult time understanding. He didn’t know the answer to my question, but put me on hold and came back fairly quickly with an answer. The answer he provided me with contradicted what was posted on their website. The total time of the call was 10:10.
Garmin: When I initially dialed the recorded message said to expect a wait time of 30 – 35 minutes. However I didn’t have to wait that long and was talking with a human in about nine minutes. The person spoke clearly, confidently, and provided an answer which matched the website documentation very quickly. He also told me where on the website I could find the information if I needed to refer back to it later. I was on the phone for a total of 10:58.
TomTom: After selecting which product I was calling about the call was answered by a tech support representative within a few seconds. Like the Garmin rep the person was very easy to understand, and didn’t need to consult anybody else to find the answer. He not only gave me the right answer, but asked me if I was on the web at the time and guided me through where I could find what I was looking for, telling me where to click, and waiting for me to click before giving the next instruction. The total time of the call was 4:14.
For this particular instance TomTom provided the best service. They were quick, accurate, and easy to understand. Garmin’s support was just about as good, however I had to wait a few more minutes before talking to someone. Magellan’s support rep was difficult to understand, didn’t know the answer initially, and provided me with an answer which differed from that of their website. They did however immediately email me a survey asking for feedback on the call.