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Could one be sure of his Magellan?
eng
Major companies struggled for customer’s loyalty to their brands for a long time. We’ve got some quality clich?s – “as reliable as Toyota”, “as prestigious as Mercedes”, “as accurate as Swiss watches”. Now the situation is changing – companies prefer volumes and market opportunities rather than quality. We even observe how many trusted products lose their quality. That wouldn’t be life-threatening if we talk about an electric razor or a recorder, but if it is a GPS device packed in a rugged case and used in most risky conditions during expeditions and travels its highest quality really matters. In many cases not only health but life depends on uninterrupted work of a GPS device. Many people experienced poor quality so they will not use a cheap product any more. But does quality depend on the price and the brand of a product?
We tried to check that in our test. We bought several outdoor-navigators designed for professional expeditions and journeys. We chose flagship models of well-known brands – Garmin, Magellan and DeLorme.
Note that only Garmin navigators are sold in Russia officially, so we ordered Magellan and DeLorme from the USA in order not to get fake versions. DeLorme opened their office in Russia recently, so ordering and delivery wasn’t a problem. Magellan device was bought in one of the major network retail shops. At that moment our friends visited a US show and helped us with it. What could be wrong with a new Magellan device in an unpacked box? We were too confident for no reason.
After unpacking the box we noticed stickers over the text. The stickers were on the box and on the device. We could easily read “Made in China” on the stickers. It’s not as frightening as it was earlier because now China is becoming a new electronic leader and all the factories are moved there.
Only Energizer batteries produced in Singapore looked strange. We tested a great deal of devices and saw different batteries from Chinese no names to well-known ones. But those Energizer Ultimate Lithium batteries looked so poorly as if they were hand made. The mark “Not For Retail Trade” meant they couldn’t be sold, but, in any way, why they should be used with a high-priced rugged device?
One more thing made us surprised. There was a sticker inside the box which said “Please do not return this product to the place of purchase”.
So we read the manual, put the batteries in place observing a polarity and pressed down the power button for two seconds. Nothing happened. We pressed it for five, seven and ten seconds, but still nothing happened.
Could those strange batteries be a reason? We took new ones out of a good pack. The effect was the same. At that moment we couldn’t even imagine that the device was defective. It was like buying a Mercedes with a seized engine that you were asked not to return it to the place of purchase. I can’t imagine that. Apparently we have to take into consideration the fact that the excellent quality is not guaranteed by a well-known brand. The fact is that an out-of-the-box Magellan device bought in the USA was completely out of order. And what if I was about to go on an urgent expedition? For example, to the place our friends and colleagues are going to visit.
To make sure the fact was real we contacted the official technical support. Contacts were found at the website. The operator asked if we were sure the power button was on. He told us how to find that button. He also described the place and looks of the button (wrongly, by the way). That was really helpful.
Next time information was more useful. We were asked to connect the device (without batteries) and a computer via USB and check the result. The result was the same. So they told us they could replace the product. We only had to provide them the proof of US purchase.
The scanned copy of a sales check was the proof that it was bought and not stolen. After we had provided it they offered us two variants of the replacement. The first was long and tedious and the second was much quicker but it required holding some amount of money on our debit card.
The second variant was optimal for us so we chose it. We warned them that the process should be as quick as possible because we had the test. The only thing they could offer was acting under the instruction.
According to the instruction:
- they can’t access our debit card via e-mail. We have to make a US call and provide the card ID via phone;
- they can’t ship the device to Russia but only to the USA or Canada. And I have to provide my friends’ address;
- I should pay the shipping fee to send the product to the USA;
- and many things that make the quick replacement impossible.
Everything they needed according to the instruction was provided to them. But they wanted to access the debit card only via phone. I couldn’t easily talk via phone because of my poor knowledge of English, so I told them about it. For such cases the first variant (long and tedious) of the replacement was more preferable, they said. I had to send the device to them and only then they could send it to any address in the USA or Canada.
We chatted for a week but the situation didn’t change. When I had got tired from the instruction I said I wanted to get a refund. I was told to consult the place of purchase and learn if the store’s policy covered refunding. Well, earlier they warned me not to return the product to the place of purchase! Their instruction is so strange that it conflicts with the warnings.
While I was writing this text I asked my Canadian friends to call those sweet people and ask in their native language for everything I needed to get refund. As for myself, I decided to write in the test about everything I had experienced – both the Magellan quality and support.
My attitude to the brand now is negative though not so long ago my loyalty to it was very high as we made news for the Russian auditory about the company’s new products. The highest quality of Magellan products is not an axiom anymore.
Magellan has become another legendary brand, which exchanged its quality and loyalty for volumes and momentary profit.
I like good products of high quality and I can pay more for it because I can rely on it in most difficult situations. Still more brands lose their quality and reliability and customers pay just for the company’s name. Is there any place on Earth where we can find quality and reliability even if the price is too high?
Magellan Technical Support
Hello Alexander,
Thank you for the update. Since you choose the Advance Replacement (Cross Shipment) you have to contact this number 1-800-707-9971 then Option 1 for Customer Care then provide the Account ID: 101835328.
You can try to check if you can still return the unit back to the store where you bought if is still under there return policy.
I hope we were able to address your concern.
Should you require further assistance about this or any other concerns with your Magellan unit please visit our website and review our extensive Self Help knowledge base (www.magellangps.com).
Thank you for choosing Magellan and have a great day!
Yours truly,
Rizza – AM20600
Magellan Technical Support
Magellan Customer Advocacy
Support: 800-707-9971
Website: www.MagellanGPS.com/Support
This correspondence is considered confidential and any reproduction for the purpose of public disclosure is forbidden without writtenpermission by the author signed above. If you are not the intended recipient, please immediately notify the sender and delete any copies.
Original Text
From: [email protected]
CC:
Sent: 11.02.13 05:42:24
Subject: RE: RE: RE: please help to settle the problem with Magellan eXplorist 610 !
Hi!
I’m ready to provide you an American address of my friends
******************
Blaine, Washington
98230 USA
Could I get my money back or could I only exchange the defective unit to a normal one?
I cannot understand how to provide an access to the card with ID, this ID 101835328 that you proposed doesn’t pass.
Best regards,
Kolomenskiy Alexander
From: [email protected] [mailto:[email protected]]
Sent: Sunday, February 10, 2013 5:58 AM
Subject: RE: RE: RE: please help to settle the problem with Magellan eXplorist 610 !
Hi Alexander,
Thank you for writing back to u.
Since you want the cross-shipment process, we recommend to contact our hotline 1-800-707-9971.Hours: Monday to Friday, 9:00 a.m. to 8:00 p.m. EST. Press option 1 for English and option 1 for Customer Service and select your device. Since, cannot get your credit card information through email, it's for the security of credit card information. Just make to provide your account ID number 101835328. Also, we do not send the replacement unit in other country, since we only support US and Canada. If you have a US or Candian address, make sure to provide it, so we can send the replacement in that particular address.
I hope that I was able to address your concern for today and should you require further assistance with this or with any other unit, please feel free to reply to this message.
Thank you for choosing Magellan and have a great day!
Sincerely yours,
Dan – AM 20354
Magellan Technical Support
Magellan Customer Advocacy
Support: 800-707-9971
Website: www.MagellanGPS.com/Support
This correspondence is considered confidentialand any reproduction for the purpose of public disclosure is forbidden without written permission by the author signed above. If you are not the intended recipient, please immediately notify the sender and delete any copies.
Original Text
From:
To:
CC:
Sent:
09.02.13 05:01:28
Subject:
RE: RE: please help to settle the problem with Magellan eXplorist 610 !
Hello!
I’d prefer the 1st variant of Advance Replacement (Cross Shipment). Which information about credit card should I give? What sum of money will be hold?
My address & telephone are: Russia, Moscow Barklaya street 8, Trade Center “Gorbushka” office 315. Kolomenskiy Alexander Sergeevich +7 (985) 7681937
And who will pay for sending the defective unit to USA? To what address should I send it?
Skype: gps-club
Best regardes,
Alexander Kolomenskiy
GPS-CLUB.RU
From: [email protected] [mailto:[email protected]]
Sent: Saturday, February 09, 2013 2:28 AM
Subject: RE: RE: please help to settle the problem with Magellan eXplorist 610 !
Hello Alexander,
Thank you for the update. Upon verifying the receipt we can go ahead and replace the unit but to set proper expectations we have process for the replacement. I do understand that you provide feedbacks for the unit but I have limited access and this what I can do for you.
For us to replace the unit, kindly provide the following information.
1. Telephone
2. US Shipping Address (no P.O. Box)
Also, I'll be providing you the two process for the replacement and kindly choose whichever you prefer.
*Advance Replacement (Cross Shipment) – We will send the replacement unit to you within 5 to 7 Business Days from the day of the transaction and you have 14 Business Days to send the defective unit to us. For security purposes, we will be putting anamount on hold on your credit card which is the retail price of your unit. Of course, once we receive the defective unit, we will be releasing the hold on your credit card right away. (If you are going to choose this process, kindly contact 1-800-707-9971 Option 1 for Customer Care)
*Regular Trade-In – You need to send the defective unit first to us. From the time we receive it on our warehouse, you just have to wait 7 to 10 Business Days to receive the replacement unit. No hold on the credit card.
I hope we were able to address your concern.
Should you require further assistance about this or any other concerns with your Magellan unit please visit our website and review our extensive Self Help knowledge base ( www.magellangps.com).
Thank you for choosing Magellan and have a great day!
Yours truly,
Rizza – AM20600
Magellan Technical Support
Magellan Customer Advocacy
Support: 800-707-9971
Website: www.MagellanGPS.com/Support
This correspondence is considered confidential and any reproduction for the purpose of public disclosure is forbidden without written permission by the author signed above. If you are not the intended recipient, please immediately notify the sender and delete any copies.
Original Text
From:
To:
CC:
Sent:
08.02.13 09:47:48
Subject:
RE: please help to settle the problem with Magellan eXplorist 610 !
Thank you for response. Let's get down to business. I created the leading
Russian portal about GPS technologies. gps-club.ru
All methods that I know I have tried. But it should be defective. I have determined terms whithen I should test this unit and I do not want to break it. But if the change of the unit will be delayed I'll have to write that as
a result of comparative test Magellan is defective. That's why I ask you not to postpone with changing the unit.
If it is necessary, please, contact MiTAC, our teamis well-known there and thus and so we don't want to advertise negatively to a unit that was once very good.
As a result of our test units should be chosen or not chosen by teams of the most serious and longest winter expedition in the world.
Check is attached.
Best regardes,
Alexander Kolomenskiy.
GPS-CLUB.RU
From: [email protected]
[mailto:[email protected]]
Sent: Friday, February 08, 2013 8:11 PM
Subject: RE: please help to settle the problem with Magellan eXplorist 610 !
Hi Alexander,
Good Day!
Thank you for contacting Magellan Technical Support. We do apologize for the
delayed response. As I understand, the explorist 610US is not turning on.
I'll be happy to assist you. Just tomake sure the button you're pressing is the one located at the upper right corner. There is an embedded symbol on the gray part of the unit.
Kindly try to connect the GPS to your computer without the battery.
If this steps won't work, kindly attach a proof of purchase on this email for verification. Make sure it is in jpeg or pdf format. Also, when and where did they purchase the unit?
I hope we were able to address your concern.
Should you require further assistance about this or any other concerns with
your Magellan unit please visit our website and review our extensive Self
Help knowledge base ( www.magellangps.com).
Thank you for choosing Magellan and have a great day!
Yourstruly,
Rizza - AM20600
Magellan Technical Support
Magellan Customer Advocacy
Support: 800-707-9971
Website: www.MagellanGPS.com/Support
This correspondence is considered confidential and any reproduction for the
purpose of public disclosure is forbidden without writtenpermission by the
author signed above. If you are not the intended recipient, please
immediately notify the sender and delete any copies.
Original Text
From:
To:
CC:
Sent:
08.02.13 02:43:13
Subject:
please help to settle the problem with Magellan eXplorist 610 !
Hello!
My name is Alexander and I am a director of Internet portal gps-club.ru, our site unitesproducers and users of GPS and GLONASS equipment .
In Russia Magellan is as high-quality solution for active and extreme tourism, recreation and geo-cashing www.geocaching.su. Constantly we give
the information about new products of company
https://gps-club.ru/search/index.php?q=Magellan&where=&how=d and support
the interest. For practical comparative test of Magellan and Garmin our friends bought Magellan eXplorist 610 S/N: 0149000127154 in USA. The device was sealed, in an original packing. We put batteries inside, pressed the button holding it within 2 sec but the device wasn't turned on and display wasn't glowing. We tried to use USB and a computer but there is no result as well.
Is it atotal defect or maybe there is a way to switch it on which we do not know?
If it is a defective good so what do we have to do? How could we return and change device? We have terms of publishing material and we cannot break it,
so the article about test will appear anyway and we'll have to write that there is a big problem with Nagellan. We don't want to do it. We hope you could promptly settle this problem.
Best regards,
Kolomenskiy Alexander.
gps-club.ru
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