It’s ok…
Posted by Ben on February 16th, 2006
Sometimes, it’s ok to say “Yeah, we suck” - as evidenced by an apparently disgruntled employee following up to my post a couple months back about the poor customer service I got when attempting to get a warranty replacment of my Magellan GPS unit.
New comment on your post #158 "Magellan GPS - Poor Customer Service"
Author : Magellan (IP: 12.x.xx.xxx , irouter.thalesnavigation.com)
E-mail : magellan@lackofsupport.com
Comment:
Well, need we say more. I agree that we need improvement, but it won't happen. In fact, everyone is being outsourced to india, which is a fact. Go with a garmin. They are hardeer units to use and you may get beter service, but don't know for sure.
The good news is, they admit they have a problem. The bad news is, if my little insider “friend” is accurate, their management is too short-sighted (ie, placing savings from farming out customer support) to do what it takes to fix things.
You should NEVER have to jump through hoops to get warranty service on an item. If you register it online, you shouldn’t need to dig around for an old receipt, or trek over to CostCo and have them locate the transaction in question. I don’t need to bring in a sales receipt when I get my car serviced at the dealer. I can go to any dealer in the country, and if I’m within the warranty time/mileage, it gets fixed. Period.
Magellan’s not alone on this one. Apparently, Nikon makes you jump through hoops to get warranty service done on their cameras too. Fortunately, I did my homework on this one, and I’ve got it all neatly filed away if God forbid something happens to my camera gear.