When Magellan sold me my GPS (Triton 400) they told me I would have an online account where I could download maps for it. This was a lie.
What they should have said was: I might have an online account where I can download online maps for it, but really that may end at any time without warning and as Magellan saw fit. I found this out when the first GPS they sent me was faulty, and after sending it back found out that they wouldn't transfer the maps I purchased for it to my new GPS on my online account.
May 11 I called Magellan for presales info. I was told I could purchase maps online and they would be available to download at any time after I purchased them. This was a selling feature.
On May 15 I received the unit. I purchased an online map for it, and attempted to get the unit working. However the unit was not functioning.
On May 18 after working with Tech support I sent the unit back as it was deemed as faulty. I asked directly, and it was confirmed to me at this time that moving the map to the new unit would not be an issue.
On May 21 I recv'd the replacement & called to have the map I previously purch'd attached to the new unit. At this time I was told that I would no longer be able to download this map online, but instead was responsible to keep my own backup of the file. I first spoke to Angela (#30030) and then Meli Fuller, head of the resolution department. Since the map was not provided as advertised (with the ability to download it as needed) I asked for a refund, but it was explained that since the map was already used I couldnt get one, so I asked for the exact same map at no cost. The cost of the map was $40. Magellan said no. Meli Fuller was insistent that no one at Magellan would help me. She was right! I sent an email on her recommendation which was not even answered.
May 25th I asked the Better Business Bureau to intercede on my behalf. Complaint ID: 98414536. Robert Gallegos was listed as the primary contact. Magellan gave very little reply to my statements. They basically said, "sorry, can't download the maps, it's our policy." You can see the public record for the exact quotes and details.
The functionality of my GPS was diminished solely because Magellan sent me a faulty product. Magellan sold me the product under the pretense that I could log into my account at anytime and download purchased maps. Due solely to Magellan sending me a faulty unit that functionality is no longer available to me.
Magellan to offered an alternative solution which involved more time and effort on my part without delivering the product as advertised. Unlike clients who are not sent faulty units, it was suggested that I had to call Magellan by phone, wait in their support queue, and rely on their technical support to email me anything I needed in a case-by-case fashion. This is not the understanding under which I bought this software in good faith.
Now I understood Magellan had said that they could not refund the software because it has been used on my replacement GPS - so constructively I asked them for a credit which could only be applied to the purchase of the map in question - to ensure that there is no way that I can receive a software product I did not lawfully purchase. Magellan simply denied this request without any explanation.
They have also denied me a full refund - and I asked well within my first 30 days of having the GPS.
Total value ripped off: $40 some depreciation (I will be selling the Magellan GPS online and going with Garmin, which I should have done in the first place).
James
Hamilton, Ontario
Canada
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