Magellan Cust Svc. a different experience!

[fzotto01]

Two weeks ago I got in my car and realized that my Auto adaptor for my Roadmate 1200 was DOA! It was annoying since this unit was only 5 months old. I had no other way to charge the unit and I was begining to search Radioshacks for replacements, I tried and was unsuccessful with a phone charger that fit the USB input.

I was considering the old purchase and swap-out auto adaptor technique since I felt that technically it should be Magellens problem.

Since I began reading this forun the prospects of contacting Magellan directly seemed dire and futile. But on a whim one evening I dropped them a quick e-mail just to ask what I could do.

Well I recieved a reply email within 48 hrs. telling me my e-mail would be forwarded to the correct department (I might add the English was questionable at best, so I know this was not an auto response, as they reiterated my concern). I recieved another response from cust svc. in another 24 hrs telling me that my adapter "order" was being processed ($0 charge) and 24 hours later an e-mail telling me the order was shipped with a FedEx tracking #. I received the new adaptor yesterday (1-week after my initial e-mail).

While I understand the frustration of dealing with customer service departments in India (I had a nightmare dealing with Dell). I feel it is important to report on a very positive experience. Maybe Magellin is improving, maybe I got lucky!, but either way, I feel that they met and maybe exceeded my expectations. I won't give up on them just yet!

[Tim]

Thanks for the report-- we don't hear many of those stories.