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I’m never buying Magellan again

magellan customer service/review

Magellan
Any customer service in this company?
I have tried multiple times trying to talk about a issue
unable to get a manager or supervisor!
the only contact I can find is 1-866-339-0488
all together have 7hrs tied up just to get a question answered?
been sent every direction and back
talked to 10058 could not understand, some other language
10130 Susan
10024 Lisa
Vincent
Durkin
Thomas 10172
10054 could not even catch the name?
Peter
I talked at 6:58pm 1/7/08 to Id 10062 Sasha from tech support who Peter transferred me over to
gave me a new customer service number to call 1-800-699-4477
I called and found out was a sex talk line
wow !!!!!!!
this is great customer service!
I didn't even get a chance to thank her when I called back and was on hold for 1/2 hr and gave up!
I can't understand trying to get some info is so hard with a company this size!
another blog
http://www.brandidentityguru.com/word...
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  • I’m frustrated
    THIS COMPANY HAS HORRIBLE CUSTOMER SERVICE! (can you even call it customer service when there is NONE).
    I ordered the wrong maps update (because the maps on my Maestro 3100 are pretty lacking) , canceled it 10mins after I ordered it. They gave me a confirmation number of the cancellation, then shipped it anyway! I refused shipment, then they put me through the ringer with stating I had to fax a copy of my cc statement, have a cancellation number, and a fax number that I used (good thing I own my own). I then spoke with 6 different people repeating the same info. Then they still tried to charge me for the shipping! I finally got them to agree to a refund today. Ahhh finally, a refund of the product that should never have shipped, lets see, a month and a half after I placed/canceled the order???
    I am selling this Magellan GPS the minute I can and buying a TomTom. At least at Tom Tom they speak English and answer my questions without a half hour hold.
    Dont EVER buy one of these.
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  • I have a smilar issue with magellan. I purchase one today and to take advantage of a 30 day map update, they make you fax the reciept to them. Have they not heard of EDI or web services with their dealers to sync records? I have NEVER had to fax a receipt to obtain a within 30 day of purchase software update. I aske to speak to a manger and got Brian. With Brian, I asked to speak to his manger and he refused saying he was it! I doubt Brian is the CEO of the company! In fact I know he is not, so he is either a loose cannon or the manager of the overseas call center.

    In ether case, Magellan has a good product, but their customer service and customer policies suck. For that, do NOT buy Magellan.
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  • I’m frustrated
    I had a similar experience with Garmin. Apart from being spoken rudely, the agents didn't blink hanging up one me without responding to my question. I don't know anything about TomTom yet but will soon find out.
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  • This is my experience with Magellan Technical Support and Customer service.

    Since I had registered with Magellan after purchasing my Maestro 4250 North America and log in from time to time. And since I had since I had installed one of the updates before -Version 4.60 sure I wanted to try out the new update Version 4.85.

    I tried to do this in March before our spring break trip to LA and San Diego. The installer said something about a file being corrupt- the installation continued without my being able to stop it. The result- constantly rebooting gps, cancelling routes resulted in hanging the machine, the 4250 was always lost or was always having difficulty re-finding it's location. In short a trashed GPS to be used in a thousand mile roadtrip (and I bought this from ToysR'Us Dec 22, 2008.)

    I tried what I could to fix it before and after our trip. I called technical support many times. Hit the reset switch more times than I could recall. Downloaded the software update again and again from the Magellan site. Tried to install the software in Safe Mode. There is no undo to go back to the previous version of an update (I later learned from Customer Support.) And I am fairly comfortable around technology.

    I sent this back to Magellan. I dilly-dallied before doing this. I had read all the negative reviews about Magellan Customer Service by then. But I couldn’t return it to ToysR'Us since it had phased out the sale of all gps units. Finally I bit the bullet, crossed my fingers hoping the same things wouldn’t happen to me, and sent it to them It took all of three weeks to get the 4250 back to me. They replaced it with a refurbished 4250. Sure it had the 4.85 update and seemed to work well. But it now had the Navteq 2.9 maps. My Magellan had the 3.1 maps, which I take it to be the 2008-2009 maps. That already had many outdated and false POIs and I was supposed to take this? Also the screen of the thing was really rough- they didn't bother to wrap the screen with a proper screen protector just an ordinary plastic wrap. Try as I might I couldn't take the roughness of totally with the use of lcd wipes. Also the bezel was creaking on one side. The worst thing of all was when I looked at the serial no it was manufactured about 173,000 plus units before mine was that would place its manufacture at around 2007. None only was it old looking, it was really old. I say this because my new 4250 was very sleek and nary had a scratch on it.

    Of course I had to send it back! I explained my concerns to a customer rep then asked for a supervisor. The MANAGER I talked to, ASHLEY, on Magellan Customer Support told me that I couldn't get my original unit back, I could get another replacement though. I also couldn't get a new 4250 since it had been phased out according to her. I then insisted on a service gps while they went about sending me a replacement. She told me she needed my credit card information in case I didn't return the service gps when the replacement gps arrived. What person in his right mind would do this- sending good money after bad? So we settled on I sending the unit back and receiving it from Magellan within 6 days. My thinking was I had shamed them into expediting the replacement.

    They sent me an RMA through email. I used this to Fedex the gps to Lavergne, Tennessee where their repair/return facility is located on May 5. It's now day 8, on the Magellan web site, my repair status says they now say they received the gps on May 13. I guess Magellan or their Customer Support took me for a ride!

    So my advice to you is don't install any more updates from Magellan! Don't rely on their support! In the future DON'T BUY ANYTHING FROM MAGELLAN!!!

    I hope this helps someone.

    FB Castro in N. California

    PS.

    While I was writing I was on hold at Magellan Customer Support for more than 30 minutes already. To be fair before it took a lesser amount of time to reach a customer rep. Now maybe they know my number already and just want to wait me out. I decided to hang up and just continue writing this. Maybe I’ll send this to the BBB and to other exasperated-with-Magellan blogs later.
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  • I had nothing but problems with these people. It took my numerous (10+) calls to get them to send me another unit. That after I had an RA# and had sent mine back via UPS as per instructions. I will NEVER purchase a magellan product again.
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  • My Magellan experience has been awful. I also tried to do an upgrade as instructed on the internet. This completely wiped all maps off my GPS - Magellan Maestro 3200. I received a replacement after returning my GPS. The replacement was old and refurbished. The touch screen worked intermittently. I've returned that only to be told that they have no record of receiving it. I've finally decided that it's not worth the fight after talking with at least 5-6 company reps. It will soon be Black Friday, and I'll be buying a Tom-Tom! MAGELLAN CUSTOMER SERVICE SUCKS!!!!!!!!!!
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  • Agreed - their customer service is the worst - I will NEVER buy a Magellan again.
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  • I’m victorious!
    They make their customer service difficult to reach so they don't have to pay for as many agents to be available. Encouraging you to use the web saves them money. With that in mind, here's the trick: their sales and tech support are one in the same. I just pressed 1 for English and 1 for sales and when I got the "sales rep" on the phone, I gave them my order number and they found the problem with my map update and walked me through installing it. I was very frustrated while I was figuring out how to contact a live person, but once I beat the system, I got pretty good support and my problem solved in just a few minutes. :) I hate that they make you jump through hoops, but use my method to beat the system and all will be good.
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  • Hello All. I am the Sr. Manager for Magellan's Support. First off, I'd like to apologize for any difficulties that you all may have experienced with regards to obtaining support from Magellan. Over the years, we have undergone many changes with regards to our systems and processes, as well as our call centers. We have made some changes which have unfortunately brought upon some level of discomfort for our customers. -- We are aware of this and are entirely dedicated to ironing out all the kinks that may exist. Nevertheless, we now have more robust systems today which will allow us to better serve our customers moving forward. In fact, we have been able to remedy many of the challenges that you may read about online. I personally make it a note to browse the web from time to time, so that I can better understand what our customers are saying about us. Your feedback, whether good or bad, is taken very seriously and ends up on my plate of discussion topics for my team. Please rest assured that at Magellan, we take great pride in our ability to serve our customers, and improved service is an ongoing process, not a destination.

    ----- Contrary to the advice provided by "tonyf" above, selecting our sales team will not get you quicker service. Our folks are specialized in their area of responsibility, so if you are calling for technical support on our Sales line, then you most likely will be then transferred into the proper queue, which may potentially increase your time on hold.

    Should you have any issues with your products, please visit our website for FAQs, Ask Maggie (our Automated Service Agent), or contact us via our main number 800-707-9971. We'll be more than happy to assist you.

    Regards,

    Magellan Customer Advocacy
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  • Ken,

    I had three GPS's given to me and my family; 3 for 3 with problems. One would not find Richmond VA after an up-date. A replacement unit did exactly the same thing. And it was never resoled through FAQs, Ask Maggie or contact us.

    I purchased a map up-grade and the web site stated the map will be shipped, an e-mail was sent stating the map will be shipped. After 14 days I called and was informed it was a download not a shipment. So mad, I canceled the order, received an e-mail about a credit memo. 14 days later no credit on my card. I wrote again and I could not get a credit until I gave them the CC information again, who knew that!

    Lastly, through the up-date manager I CAN NOT EVER get all three registered unit to show up. I GIVE UP and your re-organization story is just another excuse for poor service.
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  • I’m frustrated
    Maggie Magellan,
    If you think that your service is fixed, you forgot to tell many of your employees... I have been trying to get the map that should have come on the unit that I purchased for my wife. There have been no "new" updates, but there was/is a new map available. I tried to download the available updates for my wife when she set it up, but the firmware was all that updated. I thought that the map updated, but it did not. Anyway, I saw that the map did not update, so I tried again. Now, Magellan wants me to pay for what I shouldn't even have to do with a unit that is only 1 1/2 months old.

    The money isn't the issue! With my AAA discount, I can get an update for half price. I just hate to reward poor customer service (or a poorly thought out business policy) with a purchase.

    Everyone, here is an overview of the sent/received messages from the "fixed" customer service. I did not copy and paste the exact email due to a privacy message they place at the end of each email, and I WISH to allow some privacy to the agents. The purpose of the email overview is to show how this whole thing keeps going in circles...

    Hi,

    I received my GPS for Christmas. It was a factory refb. unit. I thought that I downloaded the latest map, and you can probably see from my account that I attempted to, but somehow, I only downloaded the newest firmware and not the map. Can you assist me with this? The content manager keeps telling me that I have an update available for Q4 2010 but now wants me to buy it. I will buy future updates, but should have received this one with my purchase.

    Thank you for your help.
    ----------------------------------------------------------------------------------------------------------------------

    Thank you for contacting Magellan Technical Support. I apologize for the inconvenience and for the delayed response. As I check your ticket, your model unit is a Maestro 4700 and you want to download the free map update.

    For this matter, we are requesting you to send us a copy of the Proof of Purchase or gift receipt. It should be in JPEG or PDF format and should bear the name or logo of the store where you bought the unit, the date of purchase, model number and the price of the unit. Once received and validated, we can enable the Content Manager for you to download the latest map update. Please send the copy of the receipt with the following pieces of information.
    1. Complete Name
    2. Complete Physical Address
    3. Phone Number
    4. Email Address
    5. Date of Purchase
    6. Place of Purchase

    We will be waiting for your response.

    Thank you for choosing Magellan and have a great day.

    Sincerely yours,

    DXX

    A reasonable request from this person.

    ---------------------------------------------------------------------------------------------------------------------
    Hi,
    Here is the information that you requested:

    1. Complete Name My Husband( xxxxx ) bought this for me. My name is
    Cyndi XXXXXX
    2. Complete Physical Address xxxxxxxxxxxxxxxxxxxxxxxxxxxx
    3. Phone Number xxx-xx-xxxxx
    4. Email Address xxxxxxxxxxxxxxxxxxxxxxx
    5. Date of Purchase ;Received 12/23/2010
    6. Place of Purchase XXXXXXXXXXXXXXXXXXXX

    Attached is the PDF of the receipt for your review.
    ------------------------------------------------------------------------------------------------------------------------
    Hi Cyndi,
    Thank you for providing the information.
    Basically, we only provide free map update for products that were purchased
    within 30 days. In line with this, we regret to inform you that your unit is not
    qualified to purchase the free map update. You may get the version 41 map update
    at its regular cost.
    Should you require further assistance about this or any other concerns with your
    Magellan unit please visit our website...

    Did this person not see the info from the first email? She said Christmas from the beginning and this is not an update that happened after my purchase...

    --------------------------------------------------------------------------------------------------------------------
    Hi,

    After reading your reply, I am not sure if you are familiar with the entire
    story. I am attaching the messages in order sent/received so that it may help.
    As I mentioned in my first message, when purchasing the unit, I immediately
    attempted to download the map update that was available ( I thought that I did
    as you can probably see somewhere on my downloads) but all I got was the updated
    firmware and the map did not go on my unit. I am entitled to that map and I
    think it is the current one. If the current map was not out then, all I want
    is the map that was out when I got my unit. If I need to call tomorrow to clear
    this up, I will. With your reply, please include a number where I should call
    if I need to. The PDF of the receipt was sent yesterday for your review.

    Thank you for your help.

    Cyndi
    ----------------------------------------------------------------------------------------------------------------------Hi Cyndi,

    Thank you for providing the tracking number.
    Please provide the product information of your Maestro 4700. So we can properly check if the unit needs to download the latest map update. Kindly follow these steps below, on how you can access product information.
    1. From the Main Menu.
    2. Tap on the setting icon. (wrench and screwdriver)
    3. Tap the arrow down button and look for product information.
    4. Provide the information listed on that page.

    We will be waiting for your response.

    Sincerely yours,

    The first guy again....asking for more info...(I believe that if this representative were to reply after this, Cyndi would have the update that she is entitled to. She replied....
    --------------------------------------------------------------------------------------------------------------------------

    Hi,
    Here is the information that you requested

    Geographic Area US48,AK,HI PR,CAN,MEX
    Basemap NavStreets Version:old verson
    Detailed Map NavStreets Version: old verson
    Model Name: Magellan Maestro
    Model number: 4700

    This may very well be the latest information available, but the content Manager keeps telling me that there is an update. I haven't been anywhere where there is a road not on the unit like there is on my husband's 4250. I don't think that the device (the 4250) has any updates to purchase and when using it, we are often driving on "green" areas that don't show the road.

    Thank you for your help. I will call tomorrow, if necessary to discuss my unit with you. Please forward me the best time to call...especially one when a supervisor is there as well.

    Cyndi

    Now that they see that the update is needed, they should send it. I figure that if it is sent, they will request $10 for shipping, but worth it to have my copy of the update instead of having to download again. Why else would they have asked for the info to be sent to them? Are they hoping that the unit would be updated and they could appear to be concerned? Well, the response went something like...
    ------------------------------------------------------------------------------------------------------------------------
    Hi Cyndi,

    Thank you for writing us back.

    We appreciate the additional pieces of information which you have provided us.

    For your case, after making some thorough reviews on your account, we regret to inform you that your GPS receiver is no longer qualified to take advantage of the free 30 day map guarantee. We recommend you to purchase the map update for your GPS receiver on a discounted rate. You can buy the map update on line or you can call us at XXX-XXX-XXXX
    ------------------------------------------------------------------------------------------------------------------------
    HI,

    I went to your site and copied your this from your "30 day map guarantee". It states that "Customers can update the device's preloaded map free of charge if Magellan release's or makes available a map update within 30 days from the original date of purchase."

    The map was not released or made available AFTER my purchase. It was available before my unit was purchased. As mentioned before, if you can't help me, please send me the name of your supervisor and the extension to contact them. I have spent way too much time on getting this update that shouldn't be an update at all.

    Cyndi
    ____________________________________________________________________

    Cyndi has sent an additional email requesting a number to call a supervisor directly, but they have decided to ignore her.

    I can't believe that I didn't see all of the issues with service prior to my purchase. My first unit,a 4250, was an ok unit, but they wouldn't update it. After no map updates for that unit and no support, I can't believe that I didn't learn my lesson. Anyway, I hope everyone learns from my experience. I tell everyone that I speak with about our experiences with Magellan. They get customers one at a time....the same way they lose them. And you know, I bet Magellan thinks that they are losing business due to GPS being on cellphones and such...

    Funny thing is that a new map will probably be out in a couple of months and all of this shouldn't matter. I might even buy the update...more likely, I sell it and get a Garmin.
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  • Magellans Customer Service is run by the Devils Spawn, They do a very good job torturing their customers. I know first hand , i have spent many hours pulling out my hair out after contacting or trying to contact them. They put out a product and then discontinue it in a year so they could tell you we dont support that old thing. they tell you that your 1 year old magellan is crap and out dated and try to sell you there latest technologically advanced crap.
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