- Report: #303378
Complaint Review: Magellan - Santa Clara California
-
Author Confirmed
Why?
Magellan
471 El Camino Real Santa Clara, 95050-4300 California, U.S.A.
Phone:
408-615-5100
Web:
N/A
Categories:
Business Rating:
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Magellan, Magellan Navigation, Magellan GPS Worst customer service experience EVER! - Be warned, stay away.... Santa Clara California
5/16, 2007 purchased Magellan RoadMate 6000T, for $514.95
8/ 23, 2007 purchased North America 12-Month TrafficKit Subscription, order# 275341 for $65.34 from website
10/30 2007 Purchased Magellan RoadMate 6000T NA Map and Software Update Version 2 (including unlock code) order#291134 for a total of $71.86 from website.
10/30 2007 Received email confirmation of above order.
Around 11/5 2007 Called to verify status, since website no longer offered this update for sale, "due to customer issues". I intended to cancel the order, but was was informed that I could not and that I could install the update that was due to arrive any day.
11/8 2007, received Software Update, attempted to apply, unlock code did not work. Called customer service, and was told a new code would be received at my email address within three hours. Three hours came and went, no code. Called again, was told I would get a new unlock code in 12 hours.
11/9 2007, no unlock code received, called customer support, asked for a supervisor, but was told none available. Was informed an unlock code would come on the following Monday (11/12).
11/12 2007, no unlock code received, called customer support, asked for a supervisor, but was told none available. Was given a new unlock code, which worked. Unfortunately, upgrade failed, and locked GPS. Called customer service, asked to speak with a supervisor, and spoke with Gervin Jorben, who said that I could return the unit, that they would send a shipping label and that it would be back in two weeks time (from receipt of unit).
11/12 2007, called back for RA number, spoke with "Kevin" extremely rude, took an hour to get an RA number 207778, and was told I was not going to get a return shipping label, and was told that Gervin Jorben was not available.
11/14 2007, shipped GPS to ATCLE in Texas, via UPS 1ZXXXXXXXXXXXXXXXXX, received on 11/20 2007, signed by Reiff, and cost me $13.70 including insurance.
11/20 2007, called customer service and verified that my unit was received, and it would take approximately 2-3 weeks to get back to me.
12/10 2007, called customer service, and was told my unit would be fixed within 5 business days.
12/17 2007, called customer service, spoke with Jack, after about an hour of being on hold, I was told that my unit was not repairable, and that it would be replaced with a Maestro 4250, which a unit that has fewer features and costs less than my 6000T. I was given a sales order of 2XXXXXXX, and was told to call back in 48 hours for a tracking number, and I would receive the unit in seven days.
At that time, I was told I could get a free 12-month traffic subscription using the case number 3XXXXXX. When I inquired about a refund of my shipping, I was told I was not eligible. When I inquired about stopping my order of the upgrade, I was told, quite rudely, that I was told that I was not entitled to that either.
12/17 Called Raphel Finelli, Senior Public Relations Manager, Magellan GPS
Who asked me to email him the story, and he would take care of it.
12/19, no response from Mr. Finelli, called, left message
12/17 - Filed BBB complaint
Called 12/19, cs was not able to supply me with a tracking number for my replacement unit.
12/21/2007 Received email from Rajeeth R, including RA Acknowledgment, with no detail on it.
Called 12/21 To ask for tracking number, transferred to Gerald.
Given tracking number 1Z 5R9 3X0 03 1597 163 1
12/28/2007 - Received replacement unit
Unit does not provide the performance and functionality of the one that it replaced.
At this point I wanted to be rid of this entire Magellan nightmare.
1/17/2008 Billed for Magellan RoadMate 6000T NA Map and Software Update Version 2 (including unlock code) order#291134 for a total of $71.86 from website.
1/21/2008 Received "Order Confirmation" email, which included an RA Acknowledgement, but no other real info, other than 20 980874-01 "SKU,MRM6000T ENG
1 EA
Delivery date unconfirmed
1/21/2008 Called Amex to dispute charge
1/25/2008 got word from
Steve
Seattle, Washington
U.S.A.
8/ 23, 2007 purchased North America 12-Month TrafficKit Subscription, order# 275341 for $65.34 from website
10/30 2007 Purchased Magellan RoadMate 6000T NA Map and Software Update Version 2 (including unlock code) order#291134 for a total of $71.86 from website.
10/30 2007 Received email confirmation of above order.
Around 11/5 2007 Called to verify status, since website no longer offered this update for sale, "due to customer issues". I intended to cancel the order, but was was informed that I could not and that I could install the update that was due to arrive any day.
11/8 2007, received Software Update, attempted to apply, unlock code did not work. Called customer service, and was told a new code would be received at my email address within three hours. Three hours came and went, no code. Called again, was told I would get a new unlock code in 12 hours.
11/9 2007, no unlock code received, called customer support, asked for a supervisor, but was told none available. Was informed an unlock code would come on the following Monday (11/12).
11/12 2007, no unlock code received, called customer support, asked for a supervisor, but was told none available. Was given a new unlock code, which worked. Unfortunately, upgrade failed, and locked GPS. Called customer service, asked to speak with a supervisor, and spoke with Gervin Jorben, who said that I could return the unit, that they would send a shipping label and that it would be back in two weeks time (from receipt of unit).
11/12 2007, called back for RA number, spoke with "Kevin" extremely rude, took an hour to get an RA number 207778, and was told I was not going to get a return shipping label, and was told that Gervin Jorben was not available.
11/14 2007, shipped GPS to ATCLE in Texas, via UPS 1ZXXXXXXXXXXXXXXXXX, received on 11/20 2007, signed by Reiff, and cost me $13.70 including insurance.
11/20 2007, called customer service and verified that my unit was received, and it would take approximately 2-3 weeks to get back to me.
12/10 2007, called customer service, and was told my unit would be fixed within 5 business days.
12/17 2007, called customer service, spoke with Jack, after about an hour of being on hold, I was told that my unit was not repairable, and that it would be replaced with a Maestro 4250, which a unit that has fewer features and costs less than my 6000T. I was given a sales order of 2XXXXXXX, and was told to call back in 48 hours for a tracking number, and I would receive the unit in seven days.
At that time, I was told I could get a free 12-month traffic subscription using the case number 3XXXXXX. When I inquired about a refund of my shipping, I was told I was not eligible. When I inquired about stopping my order of the upgrade, I was told, quite rudely, that I was told that I was not entitled to that either.
12/17 Called Raphel Finelli, Senior Public Relations Manager, Magellan GPS
Who asked me to email him the story, and he would take care of it.
12/19, no response from Mr. Finelli, called, left message
12/17 - Filed BBB complaint
Called 12/19, cs was not able to supply me with a tracking number for my replacement unit.
12/21/2007 Received email from Rajeeth R, including RA Acknowledgment, with no detail on it.
Called 12/21 To ask for tracking number, transferred to Gerald.
Given tracking number 1Z 5R9 3X0 03 1597 163 1
12/28/2007 - Received replacement unit
Unit does not provide the performance and functionality of the one that it replaced.
At this point I wanted to be rid of this entire Magellan nightmare.
1/17/2008 Billed for Magellan RoadMate 6000T NA Map and Software Update Version 2 (including unlock code) order#291134 for a total of $71.86 from website.
1/21/2008 Received "Order Confirmation" email, which included an RA Acknowledgement, but no other real info, other than 20 980874-01 "SKU,MRM6000T ENG
1 EA
Delivery date unconfirmed
1/21/2008 Called Amex to dispute charge
1/25/2008 got word from
Steve
Seattle, Washington
U.S.A.
