leshope

I own a Maestro 3250 and while I haven't run the system through all its paces, I'm quite happy with it. Had one minor issue and customer service took care of it quickly, so my experience with support was fine. Per the experts (and users of earlier products), Magellan basically has strong technology. But they released the Tritons too soon, with loads of firmware problems. MAYBE they'll learn from this and not only issue fixes ASAP, but create a beta program for new products like the Tritons going forward, so users can run the products through their paces and provide feedback before Magellan releases them to the general public. Of course, they aren't the only company who needs to do this....there are similar complaints about Garmin's new Colorado.... On the plus side, I've heard rumors that Magellan is improving their customer service, adding an escalation team and giving the customer service reps more training, and maybe even transitioning customer service away from India. It will be good to see if this happens. Guess we'll just have to wait and find out. If they DO fix customer service, and fix the firmware issues with Triton, maybe they can turn things around, eh? Les

Seems to be a real mix of opinions here, and I'm having a hard time getting a handle on whether this is a good product or not. Some folks are saying that if you spend some time learning how to use the unit, you'll be in good shape - provided it doesn't crash on you. These aren't point-and-click toys, so it makes sense you need to read up on it. I don't have a Triton yet, but I've got a 3250 and have been happy with it - especially after I took the time to read the manual. There is absolutely company responsibility for releasing products that aren't ready for prime time, and for providing good customer service and tech support. But I also think there is some customer responsibility for reading the manual and trying out the unit. Of course if you keep getting a blue screen/the unit keeps crashing, that doesn't help, but I think you get the point. My guess is, like the new Garmin devices, these got released too soon. Everyone was in a rush to announce/ship at CES, the biggest show of the year. Not an excuse, just a possible reason. The folks I see bashing the units seem to not have spent a lot of time with them. Or at least that's not reflected in their posts. It's easy to gang up when things are going badly, but not sure how that helps anyone. Just my two cents.

Do you know if this applies to privately-held companies or just public companies?

Yes, Magellan contacted me and replaced the unit - they sent me a brand new one with everything (cables, CDs, etc.) included. Apparently their fulfillment house goofed up and sent some units out before they were ready and without all the accessories. Hopefully they'll change fulfillment houses or institute stronger controls so this doesn't happen again. At the same time, I do respect them for addressing the problem and replacing the units; people (and companies) make mistakes...it's how they handle it that matters in the end. Definitely follow up with the webmaster here for the Magellan contact info, and let us know how it goes!

Sounds like the company is trying to make things right on this Triton 1500 snafu. Please share about your experience using the product; I don't know much about GPS but bought one for my boyfriend who asked for one for Xmas (it's being replaced, like yours) and am eager for details. Thanks! Leslie

I got a 1500 for my boyfriend, and was pretty concerend after reading this thread. Then I talked to someone at Magellen who was very apologetic (seemed sincere) and said he will send me a new unit (complete, this time). They are paying for the return shipping on the first one. Sounds good...we'll see what happens.