On 2/7/08 I contacted the Magellan Repair Service at 1-800-707-9971. I gave my Member ID number. Since I had called numerous times before without any positive results, I was prepared. When the agent informed me that my Roadmate was not repairable, I gave instructions that my unit was to be mailed back to me immediately and that if that could not be done, I would go directly to headquarters located here in Santa Clara, CA.
Next, the agent started with "would you be interested in...", I immediately cut in and demanded that my unit be shipped back to me that I was not interested in spending another $243 for a better model, etc. etc. The agent then informed me that Magellan was willing to send me a replacement unit FREE OF CHARGE. I said, "OK, when?" I was informed that I would have the unit by the end of next week and to call in the middle of the week for a tracking number as the unit would be sent via UPS.
It was explained that this was being done as compensation for all my troubles with the repair center. So now there is hope. I will update this posting at the end of next week, hopefully with good news!
SANTA CLARA, CALIFORNIA -- I am having a problem with Magellan. I sent my unit off to get repaired August 28, 2007. They took my credit card information to charge me for repairing the unit and said it would be a couple of weeks. A month went by and I had not received my unit back. I called Magellan and to get someone who did not speak English on the phone. They promised me it would be a week - a week later I had not received my GPS. I called back to speak to someone else that did not speak English, I ended up just upgrading the unit for almost $300 and they took my credit card information again.
I have talked to the customer service department in India over a dozen times and every time they give me a new date in which I will receive my new unit. Here it is December 12 and still to unit. I cannot get anyone on the phone to HELP ME. I have called corporate to get the same message as the overseas number. I have tried to get a real person at corporate on the phone by trying different departments, only to get voicemails that are full. I finally got a voice mail that was not full and left a message for the Quality Department and never received a call back.