How the frig does one call Magellan to check up on a RMA?

[+D0T-C0M]

I sent my e600 for repair and by the parcel tracking # they received my unit on Feb22. I've been calling their 800 number and go through the menus and after answering serveral questions I get to the end where it says that they cannot take my call at this time and to try later, then they just flat hang up (no offer to leave a message even!!!) I've been trying every friggin day since Feb 25th to see whats going on with my repair..... I've had 4 or 5 Magellan products and I am absolutely appalled at their customer service. Has anyone been able to call up and get through? I've even tried other menus of units that I don't even own to see if I can get to a real person but no luck.

 

I hope to god I don't need any other service from them and I can't see me buying another magellan product based on this poor service.

Edited March 4, 2008 by D0T-C0M

[sanramonhunter]

I'm actually on hold with them right now. I have been trasnfered so I've talked to 2 people so far.

[+D0T-C0M]

I'm actually on hold with them right now. I have been trasnfered so I've talked to 2 people so far.

 

do they only have one person working the phones???? I guess I'll try again

[sanramonhunter]

If you do get through just be ready to be on hold. It seems every time they need to do something they put me on hold. They'll say "could you hold for 2 minutes" and them put me on hold for 4 minutes. Then they'll come back on and ask me one simple question and then put me on hold for 4 minutes and repeat. They are driving me nuts.

[+D0T-C0M]

If you do get through just be ready to be on hold. It seems every time they need to do something they put me on hold. They'll say "could you hold for 2 minutes" and them put me on hold for 4 minutes. Then they'll come back on and ask me one simple question and then put me on hold for 4 minutes and repeat. They are driving me nuts.

 

YESSSS I know what you mean, They called me at the beginning of Feb. to arrange a RMA number and it took at least 75 minutes to get a friggin RMA number. They did just like you told me, can you hold then come back and ask you a couple more questions and put on hold then they transferred me to some other department where another person took down the exact same info again, on hold back on hold and back again. My girlfriend was pissed off because we were just about to go out for dinner when they called and I told her to wait that it shouldnt be more than 10 or 15 minutes, once I was an hour into the call I didn't want to end it before they gave me the RMA number. It was friggin ridiculous and very unprofessional. How hard is it to give out a simple RMA number. Other companies have mastered the process why can't magellan. Also the call center reps had the hardest accent to understand, I had to tell them to talk very very slowly.

 

sanramonhunter Are you calling trying to get an RMA or calling for an update on a RMA or something else?

Edited March 4, 2008 by D0T-C0M

[sanramonhunter]

They sent me a replacement GPS, but they forgot to include the return shipping label. When they sent out the replacement they also forgot to put down my street address number so instead of 123 my street they just labeled it my street. So one order and so far 2 little errors, but at least I got the new unit. It's not that they do anything horribly wrong, it's all these tiny little mistakes and the associated time delays that are really starting to get to me. That and being put on hold so long, oh yeah and like you said an hour+ to do something that should take 10-15 minutes tops.

[+D0T-C0M]

They sent me a replacement GPS, but they forgot to include the return shipping label. When they sent out the replacement they also forgot to put down my street address number so instead of 123 my street they just labeled it my street. So one order and so far 2 little errors, but at least I got the new unit. It's not that they do anything horribly wrong, it's all these tiny little mistakes and the associated time delays that are really starting to get to me. That and being put on hold so long, oh yeah and like you said an hour+ to do something that should take 10-15 minutes tops.

 

How long from the time they received your GPS till they sent you one? They've had mine now since Feb19 and since mine is out of warranty they should have billed my credit card the flat rate for repair but so far no charges have appeared on my CC.

[sanramonhunter]

They did an advanced exchange on mine. Took my credit card #, sent me the refurbished unit, now I have to send back the old unit. If they don't get the old unit back they charge my cc for the new unit. There should have been a shipping label to send back the old unit in the box with the new unit, but there wasn't. Just hope they get me the label within the time frame to send the old unit back.

[+D0T-C0M]

They did an advanced exchange on mine. Took my credit card #, sent me the refurbished unit, now I have to send back the old unit. If they don't get the old unit back they charge my cc for the new unit. There should have been a shipping label to send back the old unit in the box with the new unit, but there wasn't. Just hope they get me the label within the time frame to send the old unit back.

 

I called their sale line and finally on hold with a real person. The person is trying to get the status on my RMA. He came back and said he couldn't find it and asked for my name. Luckily I asked for my customer account ID # when they gave me my RMA. They had better find the RMA or I won't be a happy camper.

[+D0T-C0M]

They did an advanced exchange on mine. Took my credit card #, sent me the refurbished unit, now I have to send back the old unit. If they don't get the old unit back they charge my cc for the new unit. There should have been a shipping label to send back the old unit in the box with the new unit, but there wasn't. Just hope they get me the label within the time frame to send the old unit back.

 

I called their sale line and finally on hold with a real person. The person is trying to get the status on my RMA. He came back and said he couldn't find it and asked for my name. Luckily I asked for my customer account ID # when they gave me my RMA. They had better find the RMA or I won't be a happy camper.

 

OK he said I should receive a new unit within one week. Time will tell.

[sanramonhunter]

Well I'm supposed to get my shipping label emailed to me within "48 hours". I've done this with other companies and usually get the shipping label via email while I'm on the phone with them. Every little thing with magellan seems to be just a little more trouble than it should be, which just adds up to Pain In The A**.

[+SilverSpoonGirl]

Oh, I know how you feel. Magellan has the worst TS and Customer Service of any company I've EVER had to deal with.

After endless calls with no resolution to the problems I was having with my Explorist 500, they finally referred me to an auth. dealer. I shipped the unit there and called the guy 3 wks later to follow up. He was incredibly angry with Magellan and had too many negative things to repeat here.

Anyway he finally ended up replacing my unit, which I took immediately to the store from which I bought it. They allowed me to return it when they heard how disappointing Magellan is as a company.

My amazing BF bought me a Garmin Vista HCX for my birthday this past weekend and woohoo !! what an amazing little GPS. I love it !

I would suggest you document every moment you spend on the phone and make sure you get the names of the "Customer Service" people; otherwise, you'll end up repeating your story to the 2nd Customer Service rep, because the 1st one neglected to document your 1.5 hour conversation and problems.

And on and on,...........

 

Good Luck !

[+D0T-C0M]

Oh, I know how you feel. Magellan has the worst TS and Customer Service of any company I've EVER had to deal with.

After endless calls with no resolution to the problems I was having with my Explorist 500, they finally referred me to an auth. dealer. I shipped the unit there and called the guy 3 wks later to follow up. He was incredibly angry with Magellan and had too many negative things to repeat here.

Anyway he finally ended up replacing my unit, which I took immediately to the store from which I bought it. They allowed me to return it when they heard how disappointing Magellan is as a company.

My amazing BF bought me a Garmin Vista HCX for my birthday this past weekend and woohoo !! what an amazing little GPS. I love it !

I would suggest you document every moment you spend on the phone and make sure you get the names of the "Customer Service" people; otherwise, you'll end up repeating your story to the 2nd Customer Service rep, because the 1st one neglected to document your 1.5 hour conversation and problems.

And on and on,...........

 

Good Luck !

 

Funny you should stress documenting everything. I was so appalled of the runaround I was getting just to get a simple RMA number. The unit wasn't even in warranty I was paying to get it fixed!!!! Anyway I was so appalled how long it took and the continuous repeating of the same questions and being put on hold no less than 6 times for sometimes 6 to 7 minutes at a time and being transferred to 2 different agents that I wrote everything they told me while sitting in front of my computer. I took the RMA number the address to sent it to, the agent number, my customer account ID# , the date , cost of the repair and every other miniscule detail. Its a dadgum good idea I did because after trying to call them on the 800 707 9971 line and going into all the menus which by the way they have no friggin explorist 600 menu to choose (they have e200 , e210, e400 e500 explorist XL but no e600). Anyway I choose every menu till low and behold one of the menu selections in sales answered. (goes to show you where their priority is) Anyway I told the agent that I was trying to get in touch with them for the last 3 weeks and all I wanted was to check the status of my RMA. I gave him my RMA# and after being put on hold for 10 minutes he comes back and he says he can't find record of that RMA. I started to get real annoyed at this point and gave him my name and my customer ID# and the date at which my GPS was delivered to them. He was quite surprised I think of all the info I had to give him and after being on hold again for another 10 minutes he comes back and tells me that within a week I should have a new GPS. I had him repeat my friggin address 3 times and made him repeat my account ID# and the RMA number because at this point I don't think there is any competent people working for this company. I might sell this new unit and go with garmin. Anyone who knows me and you can read my posts that I have always been a big supporter of magellan's products but I am just about had enough of their BS.

Edited March 6, 2008 by D0T-C0M

[+geognerd]

D0T-C0M, aren't you in Canada? I remember reading that Canadian Magellan owners were getting good service through Bill's Electronics.

 

Oh wait. I just looked up Bill's and on their website they say:

 

Due to irreconcilable differences we are no longer able to supply warranty service for Magellan products in Canada

 

Please call 1-800-669-4477 to obtain warranty instructions

 

Thank you to all my Canadian customers for your support over the years

 

Bill Reuber

So I guess you guys now get the same mostly crappy service as the rest of us. It really speaks volumes when a repair center like this and other dealers are becoming so frustrated with Magellan. Not only is Magellan burning bridges with their retail customers, they're burning bridges with the retailers. I can't imagine REI was happy about having to pull the Tritons due to Magellan's screw-ups.

[+embra]

Since D0T-C0M indicated it was a non-warranty repair, maybe Bill's would still do it for a fee. Certainly he presents the preferable business model.

[+D0T-C0M]

Since D0T-C0M indicated it was a non-warranty repair, maybe Bill's would still do it for a fee. Certainly he presents the preferable business model.

 

Actually Bill's did tell me to send it to him but the replacement would be about $220 plus tax if he couldn't fix it. Magellan told me it was $101 everything included flat rate so I decided to go to them. Bill's was the absolute best when he was associated with Magellan. His support was awesome. Magellan is taking a real hard nose dive to the ground and they are slowing working themselves out of existence.

Edited March 6, 2008 by D0T-C0M

[+SilverSpoonGirl]

FYI

I'm in Ontario, Canada and it was to Bill's Electronics that I was referred. He was very nice but it would appear (from his rant) that Magellan has really made a mess of things and they have not made good on many an issue. The man at B.E. was quite (!!) disgruntled with Magellan and it was shortly after I spoke to him that he amended his website to read what you have posted.

I guess I should consider myself lucky that I was able to get a new unit and return it to the original vendor. Too bad I lost $200 on the darned software. What a ripoff.

Did I tell you I love my new GARMIN ? I love it almost as much as the BF who gave it to me, lol.

 

D0T-C0M, aren't you in Canada? I remember reading that Canadian Magellan owners were getting good service through Bill's Electronics.

 

Oh wait. I just looked up Bill's and on their website they say:

 

Due to irreconcilable differences we are no longer able to supply warranty service for Magellan products in Canada

 

Please call 1-800-669-4477 to obtain warranty instructions

 

Thank you to all my Canadian customers for your support over the years

 

Bill Reuber

So I guess you guys now get the same mostly crappy service as the rest of us. It really speaks volumes when a repair center like this and other dealers are becoming so frustrated with Magellan. Not only is Magellan burning bridges with their retail customers, they're burning bridges with the retailers. I can't imagine REI was happy about having to pull the Tritons due to Magellan's screw-ups.