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Positive CS experience with Magellan...seriously
April 30, 2015
10:15 pm
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cumberlandharp
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April 28, 2015
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First post, so I hope this is the appropriate forum. There are a lot of posts on the web about the negative circumstances some people experience with Magellan, especially their customer service, so I thought for balance, I should post about the positive outcome I reached with Magellan today. Forgive the wordiness; I just can't help but tell stories.

I just bought a Triton 500 and a Triton 2000 within the last month. Spent less on both combined than I have on some dinners, so I had to get both. When I bought the 500 I purchased the subscription to the NatGeo TOPO! imagery downloads via VantagePoint, and mostly they are still correct around my rural abode. So I have the 500 with a few custom maps, some maps4me stuff, and the TOPO! maps, and the 2000 with mainly street maps and maps4me basemap. An offroad and an onroad GPSr. Perfect, right?

Fast forward to last week. I'm in a kayak, and the batteries finally die in my 500 that is strapped along with me. Well, as soon as I could eddy out, I park it next to the bank to change batteries. My buddy also eddies out to see what I'm doing, and OF COURSE he accidentally runs into me hard enough to jettison my GPS into the water. Not a big deal, right? I'm in a foot of calm water, I can see where it is, and it's rated for this sort of thing. Only problem is I'm still holding the battery compartment door. Yeah, so my 500 became a brick right then and there.

Well, I know I saw somewhere on the web someone reported that they were able to transfer their TOPO! subscription to another unit, so I called Magellan today to see if I could transfer my subscription to my 2000. To hedge my bets, I start a live chat session while also on the phone. No dice. The chat person keeps saying flat out that they just can't do that (he/she actually just left the chat room when I asked about an alternative, like a slightly discounted subscription), while the guy on the phone (I think his name was Carl) says they would only transfer the subscription under circumstances of theft or some instance with a verifiable police report. I just thought that was ridiculous. I'm not trying to get my unit replaced, I just want 11 more months to download maps that are terribly outdated anyway. It seemed to me they only have that policy of needing proof you no longer have the unit at all is so that they can file some sort of claim and get credited for it while I get nothing. Finally, I asked him to take into consideration that I own and have registered 7 different Magellan units, and that I should need no proof the receiver is truly gone because the product in question is not the 500, but the subscription itself. I essentially just want to "warranty" my subscription, and pretty much I just keep talking so he can't get the next "no" out of his mouth. Well, somewhere around then ol' Carl has a change of heart and asks if he may consult further, then says he can see my point, and finally transfers me to his supervisor.

The supervisor (Charles I think) starts talking to me, and although they have that police report policy, he says he also can see the logic behind what I'm asking them to do, and that it really has nothing to do with the now-toast Triton 500. So he says he will consult, and I guess come to a consensus with others around him. He does some emailing, and in no time at all, he says he thinks he will be able to help me, then 10 seconds later he gets confirmation that it's already actually done, that if I open VP right now I will see the subscription tied to the 2000. Yep, sure enough, it is. And though this is a long post, this all happened fairly quickly once I got on the phone, especially when compared to other customer service calls I've had to make. Sorry for the long post, but I went from initially being truly disappointed and thinking I'm going to defect to Garmin to coming away very happy with what Magellan did for me. I work in customer service, so I know how hard it can really be to dispose of company policy on the fly to try and satisfy a customer just because you're empathetic. But they did, and I felt that I should reciprocate the goodwill by reporting something that Magellan did right today.

Also, I hope this helps someone else coming to this forum. Remember that sometimes the service part of CS is still there, but you might have to be persistent! I didn't just take their initial no; I kept asking and kept trying to get them to help me, and in the end they did. So, again, thank you Magellan, and thank you Carl and Charles for treating me like I'm special; I will definitely be a loyal customer after today.

Adam

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Comments

Positive CS experience with Magellan...seriously | Feature Requests / Comments | Forums — 1 Comment

    • PLEASE FORGIVE OUR AUTOMATED RESPONSE

    Concerning your inquiry on this website. Unfortunately, we do not respond to service questions posted in the comment section of this website. If you wish to have a member of our forum assist you with a solution then post a MESSAGE on this website. May we suggest, that you JOIN the Forum. MEMBERSHIP is FREE. Do a search for your problem. If you do not find the answer then please post your question under the appropriate section. Do not use the comments section or your inquiry will not be answered. Joining is free and in this manner, both we and our membership can provide solutions. This method will also help other members. Regards, JG

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