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8 Reviews & Complaints

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Magellan GPS - Worst Customer Service in the industry
Posted by L.1 on 11/26/2007
The audio on my Roadmate 6000T ceased functioning after 8 months of use. I was told by Magellan's technical support people at the call center in India, the unit had to be sent to the ONLY repair center in the US, which is located in Texas. I did so on Sept 7, 2007. Having not received the unit back by late October I called again and, although it was already obvious they had lost the unit, I was told it was being repaired and would return in 5 to 10 days. 14 days later, when I refused to believe them when they said it would NOW be returned in 5 to 10 days, I was referred to another department (still in India). 1hr and 56 minutes later that person admitted the unit had been lost and they would provide me with a NEW .. but different unit (of lesser value, but theoretically better quality) in.... 5 - 10 days. 10 days later, I am informed the unit was inexplicably not sent out, but will be sent out via two day air and I would receive it in 3 days. 10 days later, I am informed it has not been sent out and there is yet another error in the order, but I will be receiving it in.... 5- 10 days.

The company does not have a customer service or complaint department. They freely admit that all call centers are located in India and that it is not possible to speak to anyone in the U.S. to voice any kind of complaint. They refer you to the website, but there is no complaint of customer service available there either. If you write to the "webmaster" no response will be received.

The product was bad and the customer service is inexcusable. And no, I still have not received the unit back. DO NOT PURCHASE MAGELLAN PRODUCTS. There are numerous other companies out there that have similar products and far superior customer service.

     
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Posted by GothicSmurf on 2007-11-26:
I love my Magellan GPS!
Posted by Principissa on 2007-11-26:
I always wanted this Magellan unit. I have been begging hubby all year to get me one! Everything I read said they were awesome.
Posted by l.1 on 2007-11-26:
I failed to mention I also own another Magellan and two Garmin units. I utilize Magellan, Garmin and TomTom for both work and personal use. I have been using GPS units of various types for several years. I have dealt with all three companies, and only Magellan has failed to perform. Three of four Magellan units I use, have experienced cliches of one kind or another. I also should have mentioned that I was informed by Magellan technical service that the model I was trying to repair, their top of the line model, is flawed and they would not be replacing it with the same model, but rather one of an entirely different design.
Posted by Principissa on 2007-11-26:
I'm not going to go top of the line, I just would like something to get me around without getting lost. We live close to Chicago and to Nashville and I would love to use a Magellan instead of those stink MapQuest directions that are somehow always wrong.
Posted by martire on 2007-12-20:
I'll support l.1 on this subject. I like the Magellan products, but several dealings with their "customer service" have guaranteed I'll never buy another Magellan, and will work dilligently to spread the word to others considering buying Magellan. I have other GPS units, too, JayD, and their features match or surpass the Magellan, so the real tilt away is their total lack of "service." Plus, it's VERY difficult dealing with someone in India that I cannot understand, who reads from "prepared" scripts, and generally has no idea what I'm asking or how to solve my problem. Personally, I'm hearing enough complaints to warrant a class action suit from Magellan users. You don't have to join it JayD.
Posted by rasmith4 on 2008-01-31:
I received a Magellan Maestro 3250 for Christmas. The power/charger cords plug into the USB port. When I charge the unit, whether in the car or in the house, a screen comes up saying:

"USB Connected

The USB has been connected to the unit. Please follow instructions from PC application for updating maps or software."

This screen cannot be bypassed and renders the device unusable while plugged in. On long car trips, there is no way to charge while simultaneously using the device. It cannot be plugged in and operate at the same time. How do I get the device to differentiate between power flowing through the USB port and a PC connection in the USB port? Or is this even the problem? Many thanks.
Posted by jktshff1 on 2008-01-31:
I travel alot, over 6 states. I started out with Delorme for my laptop, worked pretty good, but had to have laptop on, tried magellan, took it back, tried tom tom, took it back. settled on the Garmin Nuvi. reasonable price, easy to operate.
Also have a garmin etrex legend handheld for geocaching.
Posted by llmam on 2008-05-12:
I have also had a nightmare experience with Magellan. 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.
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Bad Customer Service-Real Bad
Posted by Cuzzinvinnie on 08/15/2007
I bought a Magellan Roadmate 750 navigator. Not to mention, the design is not that great, whereas a cradle holds you Magellan in place to your windshield, which also provides the electrical current from the car to the unit. Well, mine went on the blink, so I ordered one from Magellan 2 months ago and have not received it. Problem one, You get transferred to New Delhi, India to some poor Indian guy who is just trying to earn a living so I really don't feel its right to cuss this poor person out because what can he do anyway from India? I was first told the part was shipped a couple of weeks into the deal, but no part arrived. A month later, no part, and the recording number that they give you says there computers are down, call back next week. This has been now another month. What kind of a company can not transition a computer system in todays day and age. I can see having an unforeseen problem in the switch over, but for two weeks, they keep telling you to better service you, they will be up an running soon. I called today, there last non sense said 8/15/07, but my little Indian pal said not until Monday.

Meanwhile, my unit has been useless for two months, something i paid close to $700.00 for. I am in sales and need this GPS so I went out and bought a Garmin. I figured if Magellan ever sends me my part, I can either sell the Magellan or just give it to someone who can really use it.

So after two months, two empty promises and repeated calls to Magellan, nothing, there computer system to process the data still is not working . If you call there corporate office, you can not get thru to anyone. Or where you can get some info, they give you the 800 # back to India where no one can help.
In this day and age of customer service and communication, this company has missed the boat.
     
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Posted by jktshff1 on 2007-08-15:
my garmin nuvi works great
Posted by cuzzinvinnie on 2007-08-15:
yep, i got one from Walmart, i think its the 350, and its really cool.
Posted by Anonymous on 2007-08-15:
I can read a map.

Posted by jktshff1 on 2007-08-16:
emt: spent many hours in a hotel room with a highlighter and pen planning calls in a different place each night marking my route. Still carry an atlas. GPS saves time and is a lot more accurate than my ink spot on a map. Also, am able to enjoy the scenery more.
Posted by Anonymous on 2007-08-16:
Good review, cuzzinvinnie. I've used Microsoft maps & trips a few times on my laptop, and it's bulky for travelling.

Posted by wayne on 2012-06-01:
Bought a roadmate 3055. Been 6 months and still no updates??? Called the place where i purchased it and they told me to call this 800 number. They said I should of gotten a update card with it.Down loaded their content manager with still no luck .This is suppose to be life time of up grades for maps JOKE!!!!!!
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Poor Service/Repair
Posted by Rayj on 12/10/2007
DULUTH, GEORGIA -- I had a problem with my Magellan 700 and called the "service center" for information on how to return it and advised them that it was out of warranty. It took three telephone calls for them to give me an RMA, address and shipping instructions. After I mailed it I called on at least six occasions to find out the status and I keep getting the same round around. They keep insisting I provide them a tracking number from the US Postal Service which I do not have and I am currently in my 45th minute trying to get to talk to a supervisor. Definitely no service.

I am filing a complaint with the Better Business Bureau in Santa Clara, CA, their headquarters.
     
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Posted by Anonymous on 2007-12-10:
Looks to me that they may not have received the unit. Unless you sent it return receipt or paid extra for the USPS tracking option it will be next to impossible to find it.
Posted by Rayj on 2007-12-10:
There is a delivery confirmation from USPS and they acknowledged that they had received it on one of my many telephone calls when they took my credit card info to payp for the repair.
Posted by martire on 2007-12-20:
I'm having the same problem with my Roadmate 700, except I DO have a tracking number and delivery receipt showing they received my unit almost 6 weeks ago. When I last FINALLY was able to talk to someone 3 weeks ago (probably in India) I was told it normally takes 3-4 weeks. By the way, this was simply a software problem, not hardware.
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Magellan GPS RoadMate 2200T
Posted by TomKat on 11/18/2007
WEST NEW YORK, NEW JERSEY -- Positively the worst piece of junk on earth; numerous calls to customer service are fruitless because I am connected to a rep in India who doesn't speak English so try explaining 15 times what the problem is. Any response they give is worthless. Unit belongs in the trash. When I turn it on it advises me I have reached my destination which is fine but most of the time I'm 50 miles away in the opposite direction. Forget emails because obviously the jerks responding cannot read. The unit cost $500.

Sixth Avenue Electronics doesn't want to hear anything either. DON'T WASTE YOUR MONEY.


     
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Posted by Anonymous on 2007-11-19:
I found a forum for Magellan units at: http://gpsinformation.biz/phpBB2/

See if someone else is experiencing a similar problem and what the cure might be. I have found that researching user forums provides better answers than tech support.
Posted by MRM on 2007-11-19:
On your next GPS purchase, make sure that the GPS has SRFIII as it can detect 8 satellite at once in a second.
Posted by Anonymous on 2007-11-19:
I have a Mag. GPS as well. Sometimes it does take a minute to recalculate where you are. It sometimes takes a few minutes to reach a satellite and have noticed that if I hit my destination before or as the GPS tells me and I turn it off, it will tell me I have arrived before I got there.

There is a reset button on the side and you can update it via your home computer as well. Try those and see if it works. For the most part, I'm happy with my system.
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StarStarEmpty StarEmpty StarEmpty Star
Magellan Software Upgrades
Posted by Lkanderson53 on 05/05/2012
SANTA CLARA, CALIFORNIA -- Downloaded new software upgrade that turned out to be downgrade, GPS now performs like a boat anchor, can't find points of interest and then locks up the GPS, sends you on a road-trip maze, no longer has lane assist. This unit turned into a big piece of CRAP. I had an old 286 computer that was faster at downloading than this GPS is. If you have a Magellan GPS I suggest you don't download their new software because it doesn't work. 05MAY2012
     
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Posted by Alain on 2012-05-07:
Try giving their corporate HQ (471 Camino Real, Santa Clara, CA 95050-4300) a call at 1-408-615-5100 and see if anyone there has an explanation or can assist in this problem.
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Customer DIS SERVICE
Posted by Flcouple on 01/01/2011
Paid BIG BUCKS and lasted 3 months when screen quit. Returned under warranty and conveniently, even though I had a tracking # THEY never got it and refused to discuss a replacemnent.

Wrote to the Co president but that was a waste of time.
     
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Posted by Anonymous on 2011-01-01:
what did they say when you gave them the tracking number?
Posted by trmn8r on 2011-01-01:
Quite simply, do you have tracking information that proves Magellan received it? If you do, what is their explanation for not having something that they received?
Posted by tnchuck100 on 2011-01-01:
Does this review require us to take out a subscription to get the next chapter? Or is this it? You are not going to tells us what Magellan's response was.
Posted by Inat on 2011-01-01:
what does teh tracking # say? if UPS/FEDEX/USPS lost it then they owe you the insurance
Posted by Skye on 2011-01-01:
Does your tracking number show they received it?

More details are truly needed.
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Magellan GPS Customer Service
Posted by Magellansucks2 on 12/28/2008
DO NOT BUY THE MAP UPDATES FOR MAGELLAN PRODUCTS. Better yet stay far away from this Co.

I purchased the $75 update and the software crashed my first unit. It took almost a month of phone calls for them to admit that Magellan has the same problem. I asked for a credit to send back the software but they said I opened it. Where is the quality control. Why do they send out software that does not work. They sent me two more units which I updated with a tech support representative and all units were damaged. After three months of begging for help I got nowhere. They refused to give me a credit or update it for me but they know there is a problem. So, stay away. I asked to speak with a manager but I was told the management does not speak to customers. Stay away from these thieves.
     
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Posted by Anonymous on 2008-12-29:
I did a little research and found that if your PC has XP service pack 3 the update will not work causing the unit to crash. Apparently the same is true with Vista. I did find a 'solution' in another forum: Connect the 4250 to a PC with Windows XP SP2 and boot up in safe mode. Run the map update DVD.
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Buyer Beware The Worst Of Customer Service Experienced Ever!
Posted by Ultraman2k on 04/08/2008
GLENDORA, CALIFORNIA -- I purchased a Maestro 4050 in November 2007 through CDW for $492 when it sold through TigerDirect for $400. I paid more because it was advertised with a "Lifetime subscription" of real time traffic information which is why I thought it justified the higher price. I even saw the same unit at Costco with the same offer. When I received the unit I received only 3 months subscription to traffic information. Called Magellan customer service talked to an outsourced Service agent and their answer was that they did not offer a lifetime subscription on their product. I've asked CDW to resolve this through their purchasing dept and they have also gotten no response from Magellan about how their product was advertised. I believe someone at Magellan is responsible behind the misinformation and should be accountable for misleading the public and their resellers.

Otherwise I like how the product works compared to Garmin with exception of the Traffic info format that is hard to interpret and access in real time.

     
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