Comments on: Comparing Technical Support: Garmin, Magellan, TomTom http://www.gpsreview.net/magellan-tomtom-garmin-tech-support/ GPS Reviews for Garmin, Magellan, TomTom, and other GPS Systems Sat, 21 Nov 2009 02:27:52 -0500 http://wordpress.org/?v=2.8.6 hourly 1 By: Gunther http://www.gpsreview.net/magellan-tomtom-garmin-tech-support/#comment-50771 Gunther Wed, 17 Sep 2008 07:02:28 +0000 http://www.gpsreview.net/magellan-tomtom-garmin-tech-support/#comment-50771 There are not too many competitors on the market for GPS systems, hence it's not difficult to do "homework" on their reputation. I did that almost two years ago and Magellan stood out as the worst of the worst. I chose TomTom but Garmin was also on my short list. We're being warned time and again to check into our sources before making a purchase. Since the advent of Google there's no excuse for not following this advice. Yes, they should have been wiped off the market long ago but fortunately (for them), there are still people who don't visit forums like the present one. There are not too many competitors on the market for GPS systems, hence it’s not difficult to do “homework” on their reputation. I did that almost two years ago and Magellan stood out as the worst of the worst. I chose TomTom but Garmin was also on my short list.

We’re being warned time and again to check into our sources before making a purchase. Since the advent of Google there’s no excuse for not following this advice. Yes, they should have been wiped off the market long ago but fortunately (for them), there are still people who don’t visit forums like the present one.

]]> By: David Taylor http://www.gpsreview.net/magellan-tomtom-garmin-tech-support/#comment-50762 David Taylor Tue, 16 Sep 2008 21:41:59 +0000 http://www.gpsreview.net/magellan-tomtom-garmin-tech-support/#comment-50762 I bought a Magellan Crossover to take off road in Canada with my jeep. Perfect I thought, downloadable topo maps, backtrack facility and on road routing. Love the unit, but on trying to buy the downloadable maps, my credit card isn't accepted. same mssage everyone else has been getting for months. Tried different cards, different addresses. Whole series of customer service calls with promises of fixes, tales of "its only Canadian cards" - not true I tried my US cards too. How can Magellan possibly be in business when you can't buy their products. They no longer sell these products through resellers, so if you want a map you're hosed. It's like a bad dream every time I call customer service. I get the same basic dialogue right from the start every time. They seem not to take or keep any notes. I've seen crappy service but this is surreal. Anyone succeeded in buying and downloading any maps lately? I bought a Magellan Crossover to take off road in Canada with my jeep. Perfect I thought, downloadable topo maps, backtrack facility and on road routing. Love the unit, but on trying to buy the downloadable maps, my credit card isn’t accepted. same mssage everyone else has been getting for months. Tried different cards, different addresses. Whole series of customer service calls with promises of fixes, tales of “its only Canadian cards” – not true I tried my US cards too. How can Magellan possibly be in business when you can’t buy their products. They no longer sell these products through resellers, so if you want a map you’re hosed. It’s like a bad dream every time I call customer service. I get the same basic dialogue right from the start every time. They seem not to take or keep any notes. I’ve seen crappy service but this is surreal. Anyone succeeded in buying and downloading any maps lately?

]]> By: Bob http://www.gpsreview.net/magellan-tomtom-garmin-tech-support/#comment-47383 Bob Sat, 31 May 2008 02:45:39 +0000 http://www.gpsreview.net/magellan-tomtom-garmin-tech-support/#comment-47383 I totally agree with the crappy customer support. I asked about the Exit POI not working on my newly purchased 1200 (known bug) and was first advised to press the reset button and re-insert the SD card. Of course this did not work. The email ticket generated can not be updated so if you need further assistance you must submit a new ticket. So, I did this and then got the following reply: I apologize for the delay in replying to your email. I understand from your mail that the exit poi option is not working on the unit. I would like to inform you that exit poi option is the addtional feature on your unit where you can able to use that option once the firmware ware upgrade released.Kindly wait for the firmware upgrade as we are working on that your unit is perfect now so need not to worry about it. I am confident that the above information would help you in resolving the issue. If you have further queries, please get back to us. You can also contact our Technical Support at 1-800-707-9971 for further assistance. ------------------------------------ Regards, Mary Magellan Email Support. I am not even sure what Mary is saying. I totally agree with the crappy customer support. I asked about the Exit POI not working on my newly purchased 1200 (known bug) and was first advised to press the reset button and re-insert the SD card. Of course this did not work. The email ticket generated can not be updated so if you need further assistance you must submit a new ticket. So, I did this and then got the following reply:

I apologize for the delay in replying to your email.

I understand from your mail that the exit poi option is not working on the
unit.

I would like to inform you that exit poi option is the addtional feature on
your unit where you can able to use that option once the firmware ware
upgrade released.Kindly wait for the firmware upgrade as we are working on
that your unit is perfect now so need not to worry about it.

I am confident that the above information would help you in resolving the
issue. If you have further queries, please get back to us.

You can also contact our Technical Support at 1-800-707-9971 for further
assistance.
————————————
Regards,
Mary
Magellan Email Support.

I am not even sure what Mary is saying.

]]> By: phyl http://www.gpsreview.net/magellan-tomtom-garmin-tech-support/#comment-46876 phyl Mon, 12 May 2008 22:22:24 +0000 http://www.gpsreview.net/magellan-tomtom-garmin-tech-support/#comment-46876 Don't send your unit. I have been calling support for months. I was dumb enough to return my product. I have made numerous calls (communication is terrible-English is not a first language) always being told my product was received and my refund is in processing. By the way the shortest call was just under 30 minutes and I was placed on hold multiple times every call. The last call, again going through the whole explanation and confirmation questions, my receipt was requested to prove I returned it , I had already been told the item had been received. They confirmed the item was received with every call I made. Why do you need proof you sent the item if they have already received it???? I faxed the receipt and guess what???.....they haven’t called back and no refund. I’m mailing a letter to the address I sent my return and if I ever find a another physical address, I plan to send copies to see if that works. I'm giving them two weeks to respond before contacting the Better Business Bureau and the Attorney General’s Office!! The product may be good but BEWARE as they do NOT handle customer service well (If at all). Now I have neither my product or the money deducted from my checking account or the money spent to return it. If you have doubts that the service is that bad just search Magellan complaints on the internet. Don’t send your unit. I have been calling support for months. I was dumb enough to return my product. I have made numerous calls (communication is terrible-English is not a first language) always being told my product was received and my refund is in processing. By the way the shortest call was just under 30 minutes and I was placed on hold multiple times every call. The last call, again going through the whole explanation and confirmation questions, my receipt was requested to prove I returned it , I had already been told the item had been received. They confirmed the item was received with every call I made. Why do you need proof you sent the item if they have already received it???? I faxed the receipt and guess what???…..they haven’t called back and no refund.
I’m mailing a letter to the address I sent my return and if I ever find a another physical address, I plan to send copies to see if that works. I’m giving them two weeks to respond before contacting the Better Business Bureau and the Attorney General’s Office!!
The product may be good but BEWARE as they do NOT handle customer service well (If at all). Now I have neither my product or the money deducted from my checking account or the money spent to return it. If you have doubts that the service is that bad just search Magellan complaints on the internet.

]]> By: craig http://www.gpsreview.net/magellan-tomtom-garmin-tech-support/#comment-44779 craig Wed, 06 Feb 2008 02:37:57 +0000 http://www.gpsreview.net/magellan-tomtom-garmin-tech-support/#comment-44779 I was torn between the Garmin Colorado 400t and the magellan titan 2000. One call to their customer support phone numbers was all it took for me to buy the Garmin. Magellan: I asked very basic questions it took several restatings of the question before they understood what i was asking and, as others have noted, the person was extremely difficult to understand, and the information generally incorrect and often an answer read to me verbatum off their website but having nothing to do with the question i asked. There is no question that this person had never seen the product let alone understood how it is used, its features, etc. Contrast this with a call to Garmin. The person answered in the same amount of time or less, was well spoken and easy to understand. The person was either extremely well trained or actually used the product on a regular basis. While magellan couldn't answer even basic questions correctly, the Garmin guy answered correctly what i thought were pretty obscure things i found in their online manual. (also, look at the joke of a manual for the Triton 2000 on the magellan website). Summary: I really wanted the Triton for the NG TOPO! maps but i went for the garmin just from this experience. I really encourage anyone considering the two companies to call their tech support first. I was torn between the Garmin Colorado 400t and the magellan titan 2000. One call to their customer support phone numbers was all it took for me to buy the Garmin.
Magellan: I asked very basic questions it took several restatings of the question before they understood what i was asking and, as others have noted, the person was extremely difficult to understand, and the information generally incorrect and often an answer read to me verbatum off their website but having nothing to do with the question i asked. There is no question that this person had never seen the product let alone understood how it is used, its features, etc.

Contrast this with a call to Garmin. The person answered in the same amount of time or less, was well spoken and easy to understand. The person was either extremely well trained or actually used the product on a regular basis. While magellan couldn’t answer even basic questions correctly, the Garmin guy answered correctly what i thought were pretty obscure things i found in their online manual. (also, look at the joke of a manual for the Triton 2000 on the magellan website).

Summary: I really wanted the Triton for the NG TOPO! maps but i went for the garmin just from this experience. I really encourage anyone considering the two companies to call their tech support first.

]]> By: Tisha http://www.gpsreview.net/magellan-tomtom-garmin-tech-support/#comment-44417 Tisha Fri, 18 Jan 2008 12:58:46 +0000 http://www.gpsreview.net/magellan-tomtom-garmin-tech-support/#comment-44417 I purchased a Magellan Mastro 3100 for my husband for fathers day 2007. So the unit has been in our posession for just under 7 mths. He went to update the maps as he uses it every day for work. Upon copleationg of the 'download' the unit ceased to function beyond the blue screen. As he was attempting to hopefully 'fix the problem' I was on the phone with cust. service which is in the Phillipens or how ever it is spelled. I reconized the accent stright away as my husband was in the Navy and there is/used to be a whole bunch of them. After i splained hte problem (repeating my self 5 or 6 times as the preson did not understand English very well) he put me on 'terminal hold' for over 8 minutes then poof hung up on me. So call #2 went to the same number. When I asked for someone who actually spoke English a their first language I was informed that there were not any as their office was over there. So again I repet what had happened this time 7 times and by now I am getting rather hot under the collar. I informed then that my husbnd needed a working unit by 7am this morning and what are they going ot do to make this customer happy as I was very unhappy. I was told that I would have to ship the unit to Texas.On my dime and maybe in 4-6 weeks the unit would either be repaired or replaced. When I saie not acceptable the person gave me the name and phone number to his boss in hte US. I put in a call which of course has yet to be returned. I will never purchae another one of their products if this is how they treat customers who spend money on their products they certianally do not stand behind them and if it their updates that 'break' their unit I was basicaly told tough nuts not our problem. They are not held responsible for what their software updates may or maynot do to any of their units. The updates are done at customers own risk. I purchased a Magellan Mastro 3100 for my husband for fathers day 2007. So the unit has been in our posession for just under 7 mths. He went to update the maps as he uses it every day for work. Upon copleationg of the ‘download’ the unit ceased to function beyond the blue screen. As he was attempting to hopefully ‘fix the problem’ I was on the phone with cust. service which is in the Phillipens or how ever it is spelled. I reconized the accent stright away as my husband was in the Navy and there is/used to be a whole bunch of them. After i splained hte problem (repeating my self 5 or 6 times as the preson did not understand English very well) he put me on ‘terminal hold’ for over 8 minutes then poof hung up on me. So call #2 went to the same number. When I asked for someone who actually spoke English a their first language I was informed that there were not any as their office was over there. So again I repet what had happened this time 7 times and by now I am getting rather hot under the collar. I informed then that my husbnd needed a working unit by 7am this morning and what are they going ot do to make this customer happy as I was very unhappy. I was told that I would have to ship the unit to Texas.On my dime and maybe in 4-6 weeks the unit would either be repaired or replaced.
When I saie not acceptable the person gave me the name and phone number to his boss in hte US. I put in a call which of course has yet to be returned. I will never purchae another one of their products if this is how they treat customers who spend money on their products they certianally do not stand behind them and if it their updates that ‘break’ their unit I was basicaly told tough nuts not our problem. They are not held responsible for what their software updates may or maynot do to any of their units. The updates are done at customers own risk.

]]> By: Valerie http://www.gpsreview.net/magellan-tomtom-garmin-tech-support/#comment-44400 Valerie Thu, 17 Jan 2008 21:02:10 +0000 http://www.gpsreview.net/magellan-tomtom-garmin-tech-support/#comment-44400 SOunds like everyone has had the same complaints with Magellan's Customer Service. I bought a Tritan 400 this Christmas, and although I like it, the preloaded maps are useless. I believe they were falsely advertised to include "major lakes, rivers, and geographical boundaries." The only thing it shows in the Interstate highway and state boundaries. The Ohio River is not even shown. I have called and email Customer Support to ask if/when a roadmap will be available and nobody knows. the email reply told me to please call Customer Support. Very discouraging and annoying. The Tritan seems to be a potentially good product, but will surely fail at this rate. SOunds like everyone has had the same complaints with Magellan’s Customer Service. I bought a Tritan 400 this Christmas, and although I like it, the preloaded maps are useless. I believe they were falsely advertised to include “major lakes, rivers, and geographical boundaries.” The only thing it shows in the Interstate highway and state boundaries. The Ohio River is not even shown. I have called and email Customer Support to ask if/when a roadmap will be available and nobody knows. the email reply told me to please call Customer Support. Very discouraging and annoying. The Tritan seems to be a potentially good product, but will surely fail at this rate.

]]> By: jeff http://www.gpsreview.net/magellan-tomtom-garmin-tech-support/#comment-44306 jeff Tue, 08 Jan 2008 19:23:53 +0000 http://www.gpsreview.net/magellan-tomtom-garmin-tech-support/#comment-44306 Magellan tech support- the worst I have ever encountered. 5 hrs plus on hold to activate the mapsend directroute software I purchased with the explorist 500 traveler bundle. 3 times told to call back. Their phone support for explorist tells you your call cannot be completed as dialed.. you have to fake your way through sales to get through to tech support. All this for the activation of the product you have paid for and are entitled to.. They don't even check their menu options or services... I don't even think they care about their customers with older products even if they have paid for licenses. Their customer support rating is 1/10 . Go elsewhere if you can afford to... This company is not in the customer service industry... doing quantity over quality. Magellan tech support- the worst I have ever encountered. 5 hrs plus on hold to activate the mapsend directroute software I purchased with the explorist 500 traveler bundle. 3 times told to call back. Their phone support for explorist tells you your call cannot be completed as dialed.. you have to fake your way through sales to get through to tech support. All this for the activation of the product you have paid for and are entitled to.. They don’t even check their menu options or services… I don’t even think they care about their customers with older products even if they have paid for licenses. Their customer support rating is 1/10 . Go elsewhere if you can afford to… This company is not in the customer service industry… doing quantity over quality.

]]> By: Wes Kalinowski http://www.gpsreview.net/magellan-tomtom-garmin-tech-support/#comment-44107 Wes Kalinowski Tue, 18 Dec 2007 15:28:41 +0000 http://www.gpsreview.net/magellan-tomtom-garmin-tech-support/#comment-44107 For the last few days, I have been trying to order latest software and map update (version 6) for Magellan RoadMate 700 North America on DVD. It appears that the only way I can order this is through your website after registering my unit’s serial number. I have done so and my unit is registered under my account When I first attempted to place my order last week I received an error message on the very last page after entering my credit card info. I called you customer support and they tried to place the order for me and received same exact error which reads as follows: “There was an error processing your credit card. If you believe all information here was entered correctly please go back and verify that your addresses are also entered correctly. “ I know that the problem is not with my card’s processing as I tried multiple credit cards and if I log into my credit card’s account I can see now multiple $1 holds from Magellan’s attempts to use it. After the agent talked with a technical engineer, he told me to try placing my order again in two hours as this was a known problem that technical support was working on and they were to push a code fix to this issue in a couple of hours. I have tried in 2 hours and was still unsuccessful. So, I called again yesterday and was told that this was a known issue and to try again today as the webmaster will fix this overnight. I tried this morning and still am getting same exact message. For the last few days, I have been trying to order latest software and map update (version 6) for Magellan RoadMate 700 North America on DVD.

It appears that the only way I can order this is through your website after registering my unit’s serial number. I have done so and my unit is registered under my account

When I first attempted to place my order last week I received an error message on the very last page after entering my credit card info. I called you customer support and they tried to place the order for me and received same exact error which reads as follows: “There was an error processing your credit card. If you believe all information here was entered correctly please go back and verify that your addresses are also entered correctly. “

I know that the problem is not with my card’s processing as I tried multiple credit cards and if I log into my credit card’s account I can see now multiple $1 holds from Magellan’s attempts to use it.

After the agent talked with a technical engineer, he told me to try placing my order again in two hours as this was a known problem that technical support was working on and they were to push a code fix to this issue in a couple of hours.

I have tried in 2 hours and was still unsuccessful. So, I called again yesterday and was told that this was a known issue and to try again today as the webmaster will fix this overnight. I tried this morning and still am getting same exact message.

]]> By: Darren http://www.gpsreview.net/magellan-tomtom-garmin-tech-support/#comment-44071 Darren Thu, 13 Dec 2007 09:34:27 +0000 http://www.gpsreview.net/magellan-tomtom-garmin-tech-support/#comment-44071 I purchased a 6000T from Walmart about a year ago. On October 29th, I purchased a map upgrade which required a firmware upgrade from version 1.15 to 1.16. I followed the upgrade instructions when I selected the SD card to receive the update on rather than the USB which should have been selected. The unit was waiting for an SD card. At this point I thought rather than have a problem with my unit, I would telephone your support. This I did and I had the misfortune to speak to someone called “Peter Wilson” who rather then trying to understand what my screen was displaying, just instructed me to press the reset button. I expressed my concern and he assured me that it was the correct thing to do. I did as instructed and the unit just came back with a blank screen no matter how many times I powered it up and down. I mentioned to “Peter” that all I got was a blank screen and he casually said “your unit is broken. It must be a power problem. See if it works in the car”. I mentioned that I was using the AC adaptor that was supplied with the upgrade and also that the batteries were charged and in addition the green power light was illuminated and so this can’t be the problem. “Peter” insisted that it was and that I should try it in the car. He just wanted to get rid of me. I called back and spoke to numerous people trying to get them to understand that my device was broken because of negligence within Magellan’s support. These people were devoid of any emotion whatsoever and just came to the conclusion that the unit was broken and that I should send it back to be repaired. I eventually spoke to a supervisor who said that they would raise an RA and gave me a number. I mentioned that this was not my fault and I should not have to pay for shipping as I would already lose the unit for 2 weeks plus. The supervisor said that I would receive a label within 24 hours. This was in excess of a month ago now. I call back support, speak to what seems to be a robot, spell my name letter by letter, explain the same thing again, getting the usual “sorry” and that I should wait another 24 hours. I then tell them that I go through this every day and that I know I’m not going to get the label. They say “yes you will”, I wait again and the cycle begins the next day again. I have noted a few of the people involved in my daily ritual:- Peter Wilson Nichole Julie Max Davids Sam Richard Jenny Walter Shy X 2 Nester Justin Richardson Jack Taylor Jerry Craig Ashley Kevin The last 2 people on this list hung up on me. During my conversations, I gave a Hotmail account as they thought that maybe a spam filter could be the problem. I know that it would not be a problem as I have never had an issue before. I did get excited when I opened an email from Vishaal Isaac from Magellan in my hotmail account on December 6th. Unfortunately this was a survey to see how well support was performing. I went to complete the survey as I wanted to let them know how bad the “service” was but I just got “Page not Found” when I clicked on the link. You really couldn’t make this up if you tried! I really can’t believe that a company could outsource to a company such as Slash Support to save a few dollars. I would sooner pay an extra $10 and not have this terrible experience. This seems to me to be corporate suicide. What is Magellan thinking? In my 25+ years in IT, I have never seen anything like this and it is shameful. Any number you try at Magellan will result in a voicemail being taken or me being transferred to a robot in India. Nobody at Magellan seems to care. After reading everyone elses experiences, I am scared to send it back although the unit’s dead anyway. Maybe I’ll go to Walmart although the unit’s out of warranty and shout load about them dealing with this dreadful company. Needless to say, I will tell everyone I know about this and put my story on as many forums I can. In addition, I’m tempted to buy a www.magellan-sucks.com website and put everyones stories on it so that when people search for Magellan, they will see the real face of this shameful company. How can Best Buy, Walmart and Target etc. deal with this company???? It is totally beyond me…Maybe we all need to let them know how much this company stinks. I purchased a 6000T from Walmart about a year ago. On October 29th, I purchased a map upgrade which required a firmware upgrade from version 1.15 to 1.16.

I followed the upgrade instructions when I selected the SD card to receive the update on rather than the USB which should have been selected. The unit was waiting for an SD card. At this point I thought rather than have a problem with my unit, I would telephone your support. This I did and I had the misfortune to speak to someone called “Peter Wilson” who rather then trying to understand what my screen was displaying, just instructed me to press the reset button. I expressed my concern and he assured me that it was the correct thing to do. I did as instructed and the unit just came back with a blank screen no matter how many times I powered it up and down. I mentioned to “Peter” that all I got was a blank screen and he casually said “your unit is broken. It must be a power problem. See if it works in the car”. I mentioned that I was using the AC adaptor that was supplied with the upgrade and also that the batteries were charged and in addition the green power light was illuminated and so this can’t be the problem. “Peter” insisted that it was and that I should try it in the car. He just wanted to get rid of me.

I called back and spoke to numerous people trying to get them to understand that my device was broken because of negligence within Magellan’s support. These people were devoid of any emotion whatsoever and just came to the conclusion that the unit was broken and that I should send it back to be repaired. I eventually spoke to a supervisor who said that they would raise an RA and gave me a number. I mentioned that this was not my fault and I should not have to pay for shipping as I would already lose the unit for 2 weeks plus. The supervisor said that I would receive a label within 24 hours. This was in excess of a month ago now. I call back support, speak to what seems to be a robot, spell my name letter by letter, explain the same thing again, getting the usual “sorry” and that I should wait another 24 hours. I then tell them that I go through this every day and that I know I’m not going to get the label. They say “yes you will”, I wait again and the cycle begins the next day again. I have noted a few of the people involved in my daily ritual:-

Peter Wilson
Nichole
Julie
Max Davids
Sam Richard
Jenny
Walter Shy X 2
Nester
Justin Richardson
Jack Taylor
Jerry Craig
Ashley
Kevin

The last 2 people on this list hung up on me.

During my conversations, I gave a Hotmail account as they thought that maybe a spam filter could be the problem. I know that it would not be a problem as I have never had an issue before. I did get excited when I opened an email from Vishaal Isaac from Magellan in my hotmail account on December 6th. Unfortunately this was a survey to see how well support was performing. I went to complete the survey as I wanted to let them know how bad the “service” was but I just got “Page not Found” when I clicked on the link. You really couldn’t make this up if you tried!

I really can’t believe that a company could outsource to a company such as Slash Support to save a few dollars. I would sooner pay an extra $10 and not have this terrible experience. This seems to me to be corporate suicide. What is Magellan thinking? In my 25+ years in IT, I have never seen anything like this and it is shameful. Any number you try at Magellan will result in a voicemail being taken or me being transferred to a robot in India. Nobody at Magellan seems to care.

After reading everyone elses experiences, I am scared to send it back although the unit’s dead anyway. Maybe I’ll go to Walmart although the unit’s out of warranty and shout load about them dealing with this dreadful company.

Needless to say, I will tell everyone I know about this and put my story on as many forums I can. In addition, I’m tempted to buy a http://www.magellan-sucks.com website and put everyones stories on it so that when people search for Magellan, they will see the real face of this shameful company.

How can Best Buy, Walmart and Target etc. deal with this company???? It is totally beyond me…Maybe we all need to let them know how much this company stinks.

]]>