gzwebdiver

I'm happy with my Roadmate Model 6000T and its operation, however dealing with Magellan is another matter altogether. Their support is offshore (India, I believe) and only available from 8am-5pm, M-F. I ordered a new US Map (Version 2) from their Internet site (CD-ROM) which took 2 weeks to receive and I could never get a person from either their customer support nor technical support who could even let me know the status of the order or if it was an order. I was given the wrong pricing after I confirmed my order and the status continues to say "Pending" when I visit the website. I finally received my CD-ROM anyway and the Unlock code that was written on the bill of material and on my website order page was INCORRECT. I continued to get an error message that said the "Unlock Code not recognized" when I tried to install the software on my GPS. I have contacted Magellan's support number at least 5 times and each time a support person gave me a different Case # (even though I gave them the original case # each time I called) and said that I would be sent an email with the correct Unlock Code within 24-48 hours. Of course, the emails never came, even when I confirmed they had the right email address. This has been going on for far too long. In fact, just this morning, I contacted Customer Support (Peter Wilson) again and asked to speak to his Supervisor who could make a command decision to give me the correct Unlock Code while I was on the phone. He said that he couldn't do that since it was against procedure. I told him that they had already broken their own procedures on several occasions in the past when they didn't send me an email within their 24-48 hour promise. I again asked to speak with a Supervisor and he said that they were all busy with other customers. I said that I was a very angry customer who expected a Supervisor to put his customer on hold and talk with me to resolve this problem since I MY problem was ongoing and had not been resolved. I told him that I had paid $67 for a new US Map upgrade and I was prevented from using my new product because Magellan had failed to live up to their agreement by providing me with the proper Unlock Code to complete the transaction. Peter said that he couldn't get a Supervisor to speak with me but that he would personally have a Supervisor call me within 2 hours to resolve the issue. I told Peter that I had been lied to at least 3 times with similar promises in the past but that I was going to hold him to his personal commitment. Well so much for personal commitments. Here it is 6 hours later with no phone call nor email. I even sent a letter to Magellan's manufacturing location in San Dimas, CA asking for someone in Management to resolve this issue and contact me personally. They even gave me a fax number to send this letter but, to date, I've received no reply.

Magellan may have a good product but they're burying it by hiding behind a very poor customer support organization with no authority to make decisions to resolve problems nor, it appears, anyone in Management in their organization who seems to care. I expect their stock price to tumble radically in the near future. Maybe investors should go elsewhere.

dennis

I was having the very same problem as you and tried all of the same routes, phone calls, emails, letters, faxes and on and on. Got no satisfaction until today. Suddenly a tech support person was able to give me a new authorization code over the phone. This happened within the last 10 minutes so I can't say that the code will work. Won't know that until tonight when I give it a try. I'll let you know.

gzwebdiver

Dennis,

Did they ever explain why it took them so long to get back to you? Good luck.

dennis

No they didn't. Just another tech support guy. I suppose they may have finally solved the problem and are providing new codes to those who call. The new code did work and all seems to be well in Magellan land.

jerrys

I am truely fed up with the support (or lack of it) as well as the web site showing products they do not have. For the price they are charging for updates and accessories, I am looking at other vendors. Magellan may have a good name but I don't find they live up to it. As far as the products, I feel that the other vendors have caught up to them and in most cases have passed them in technology. I have the RoadMate 700 which looks like it is headed for the garbage can so I can get something that has support.

jc200128

I have the same problem here with the unlock code,called them like 3 time and still nothing, maggellan corporation should either send us all to learn the indian language, or teach those people in india how to speek english, they are clueless. you will be lucky if you can understand 5 word.

kdglovesmct

Well I downloaded the latest update from the Magellan site and it WIPED out my voice on the unit Roadmate 700.

I called tech support and was on the phone for an hour (60 minutes) with the "thankyouforholdingallourtecharebuyswithothercusto mers" muzak

and my results were tech support said the DOWNLOAD damaged my unit

and will do nothing about it

anyone else have this problem

sailsfast

Eeeks! Magellan support sounds like a disaster. Garmin's support is great! Getting up-dates are a snap as long as you have a PC, Mac users like myself have to work a little harder, and if you do need to talk to someone they're there and still in the US so far.