magellan support explained

[murja]

OK....many people have either told me to shut up or be more detailed regarding the problem I have with Magellan. Rather than re-write the whole tale, I'm just going to post the e-mail I wrote to Raphel Finelli their PR person, and the response I got back from him:

 

Mr. Finelli,

My name is Jim and I'm hoping you can help me with a problem I'm having.

I have an Explorist 500LE that needed a non-warranty repair (the screen was badly scratched). On October 10, 2007 I called Magellans repair facility, and was told that it would cost $59.00 to repair the

unit and would take 1-2 weeks to get it repaired. At that time, I gave someone my credit card information, received a repair order number and sent the unit out on the same day. According to the United Parcel Service tracking information it was delivered to your facility in Fort Worth, Texas, on October 16, 2007.

I made my first call to your support department a week later and thats when things started going down hill. I was told that the repair had been made and that the unit was now at a "testing center" and would be sent out "in a couple of days". A couple of days later I called back to check and was told that the unit was still at the "repair facility". A couple of days after that I called to check on the unit and was told that the repair order "had not been processed" and that no further information could be obtained due to a "software problem".

On November 7 I called and was given more of a run around about "computer problems" and "repair orders". I got the distinct impression that I was being told anything and everything just to get me off the

line. When I asked to speak to a Supervisor I was put on hold for 45 minutes, but finally got someone named "Dominic" who apologized profusely for having me on hold for so long and for the difficulties I was having with my repair. Dominic finally admitted to me that my unit had been lost and could not be found and that he would send a new replacement out immediately and that I should be receiving the unit on

Friday, November 9 or the following Monday, November 12. He also said that he would follow through on this problem "personally" and if I had any questions to call and ask for him. That afternoon, much to my

surprise, I received an Order Confirmation by e-mail for a new Explorist 500LE.

Well here it is, Friday, November 9, so I thought I would call to see what was going on.

Not that I'm surprised, but the order has not even been processed and I have been told by various persons that Dominic either has the day off or is taking a break, or that if I talked to him "he would just

tell you the same thing I've told you."

I understand "out-sourcing" as well as the next person and am aware of the financial advantages of doing so. However, if this "out-sourcing" results in absolutely NO customer service at all, what advantage does Magellan think they're gaining? When you get a moment, Google "Magellan Customer Service", read what comes up and I think you'll be appalled...at least as a business person you should be.

At this point I have NO GPS unit because YOUR "service facility" lost it, I have been billed $59.00 for a repair that never happened, and continue to get the run around from the very polite people in India, (or

wherever they are).

The purpose of this long winded e-mail is a request for help from you. Is there any way you can find out what the heck is going on? Expedite the order? Find and send me my old unit back and refund the

$59.00 I've been billed?

By the way, I've been writing this e-mail to you while being on hold, once again, with Magellan. I was just told moments ago that this afternoon I will be receiving by e-mail a tracking number for the shipped unit. At this point I'm not holding my breath.

I look forward to hearing from you.

Sincerely,

Jim

 

His reply:

I will see what's going on....I am very sorry...

 

Well, to date. No word from Mr. Finelli, Magellans "Senior Public Relations Manager", no tracking number from Magellan, NO help from the "support ENGINEERS" from Magellan and no GPS unit.

I was told day before yesterday to call "support" on Thursday morning for a tracking number. I called, was put on hold by "Tony"..waited ten minutes and then was cut off. I called back and miraculously, was connected back to Tony, who then told me he was having "computer problems" (I've heard this one before...numerous times) and that I would have to call back "tomorrow or the next day" to get a tracking number because he couldn't access the database.

So, what's my next step?

I've written to, and heard back from Magellans "Senior Public Relations Manager", (in the form of a ten word e-mail that included a hollow apology), but it's been a week and I'm still waiting to hear from him regarding, "what's going on." I had assumed he was going to get back to me after finding out...wishful thinking on my part, huh? Is this how Magellan normally handles "public relations"? Well, I give up. I now realize that I've been had by Magellan and I just don't have the time or patience to take on a major corporation. I'll write off my loss to experience and do my best to warn other people not to make the same mistake I did.

[+Fitzdawg]

Any chance that you could get help from the issuing bank of the credit card that you used to pay for the repair service? Perhaps having Visa, Amex, etc knocking at their door could spur Magellan into action?

Edited November 15, 2007 by Fitzdawg

[+JSWilson64]

A: Dispute the charge on your credit card. Now.

 

What you do next is up to you, but do you really want to "write off" your GPSr? They don't care if you dispute the charge - it's only $59.00. The runaround you're getting is probably because they can't lay their hands on another unit like yours. But you could do this:

 

Send them a demand letter, on paper, certified mail return receipt requested. Spell out exactly what you want the company to do (i.e., return your GPS receiver or a replacement), include documentation (copies, not originals, of tracking numbers, printouts, etc.), and be businesslike. Don't rant, just spell out what happened, and what you want them to do about it. Tell them how long you are giving them to resolve the issue (as in "20 calendar days from the date on the return receipt"), and conclude with what you will do if they do not comply (go to their state of incorporation and file suit against them in the appropriate court, for example). Now, who you send it to is a different story -- if you have a physical address for the service depot, send it to them, with a copy to Finelli -- chances are better of an actual human seeing it. Nothing grabs someone's attention like that green Certified Mail sticker.

 

With that you have legally established your grievance, and done what small-claims courts would consider "due diligence." Then, if you don't get a unit, you can go file in small claims court (giving them notice via Certified Mail) and probably obtain a default judgement, since they most likely won't appear for a penny-ante (to them, not to you) dispute. Judgement in hand, hammer Accounts Payable (again via Certified mail) and get them to cut you a check.

[+agassiz_angel]

I dont know if you have already visited the BBB ( Better Business Bureau ) site yet or not BBB Website but I would definatly be filing a complaint with them about this. I am in Canada and I am guessing that you are in the USA so I provided the USA BBB link

 

I also agree that you should be going after your credit card company to get your $59.00 back.

 

I would like to know how this turns out for you. Please keep us posted.

[+grimbasement]

I have to second the idea of a certified letter:

 

I had a situation very similar to yours with Symbol (bar code scanning company) My little dance with Symbol lasted nearly 4 1/2 months of sending in the same unit over and again.

 

Eventually I got fed up and sent very detailed certified letters to the COO and CEO at the NYC offices of Symbol Technologies informing them of the terrible customer service... Come to think of it the repair facility I dealt with was also in Texas... Wonder if it's the same folks?

 

Anyway, we finally got some results by getting our original unit repaired and a second back up unit ($600) at no charge and a personal apology letter from the COO. All within 5 days of mailing the letter.

 

In situations like this email is NOT the way to go. Try a snail mail letter to top brass and see if you get results.

Edited November 16, 2007 by grimbasement

[murja]

I'd like to send some snail mail, but the top executives of Magellan are insulated better than a Mafia kingpin. If anyone can find an address I'd appreciate it.

Meanwhile, during my daily phone call to "support" I was informed that they had lost my original (second) order, but not to worry, they were sending my replacement Maestro 3140 out immediately (I'm trying to get my old Explorist500LE back, or a replacement, remember?). What a bunch of idiots....

[Its Miller Time]

I'd like to send some snail mail, but the top executives of Magellan are insulated better than a Mafia kingpin. If anyone can find an address I'd appreciate it.

Meanwhile, during my daily phone call to "support" I was informed that they had lost my original (second) order, but not to worry, they were sending my replacement Maestro 3140 out immediately (I'm trying to get my old Explorist500LE back, or a replacement, remember?). What a bunch of idiots....

 

I did a Google search for "Raphel Finelli" and got quite a few hits. He's been the PR rep for several companies over the last few years it seems. I also found his personal email address and phone # at Magellan I'll PM you the info, no idea if you would actually get him on his direct line, but it should at least get you closer. As for his US Mail address for registered letters, the area code of his phone is the same for their corporate HQ, so I'd try this, addressing to him personally:

 

Santa Clara, California - Corporate Headquarters

471 El Camino Real

Santa Clara, CA 95050-4300

USA

 

Working in the corporate world myself (not happily.. but that's another story..) one universal truth I've found about dealing with people that high up is that best results come from being a constant, but reasonable, pain in the rear. Being nasty or aggressive will only make him forget who you are and stop taking your calls, but otherwise you should see results once he discovers that you have a direct line to him. He almost certainly has many other things to do than deal with a single repair (from his perspective, not yours) and it will quickly become obvious that it's just easier for him to send you a new unit than actually deal with the problem that got you there. Hope this helps!

Edited November 16, 2007 by Its Miller Time