According to the Better Business Bureau, this web site, and other sources I am not alone in experiencing consumer fraud perpetrated by Magellan. The following is my complete tale of woe...
My SporTrak Map GPS unit has 5.5 megabytes of usable memory that allows me to upload topographic maps via my personal computer. I purchased a software CD produced by Magellan called MapSend Topo and installed it on my computer. I then uploaded a minor test file (50 kilobytes) that worked perfectly, then followed with a five megabyte upload that was very large, but did not fill out the memory capacity of my GPS unit. After upload I was required to shut down my GPS and then restart. When I restarted my GPS displayed information that my map information was loading. Suffice it to say it never stopped loading, taking so much time that fourteen hours later my batteries were drained and the GPS lost power. I loaded new batteries and experienced the same occurrence. My SporTrak Map GPS was unusable as it will not function without the successful loading of the topographical map. With no other option I contacted Magellan.
I contacted Magellan technical support via e-mail approximately February 21, regarding the problem and over the next few days I had two e-mail contacts and two phone calls with their technical support staff in order to solve the problem, which, by February 28, had not been resolved. During the course of my phone calls the technical support representative admitted to a shortcoming in the SporTrak Map GPS: Never load a large file to the unit as it will cause problems, and uploaded files should be limited to less than several hundred kilobytes (ie., appoximately 1/10 or less of the actual memory possessed by the SporTrak Map). I indicated by e-mail and telephone that no upload limits were listed with either the hard copy user manual or MapSend Topo software manual, to which I received no reply or other comment from either the technician handling e-mail support and/or the technician I talked to on the telephone. I would like to add that at no time did I become nasty or use profanity, and the company's own telephone recordings of the phone calls, as well as my copies of the relevant e-mails, will clearly show that no actions by me ought to have caused Magellan to stop offering technical support for their product.
I then requested a RMA (Return Materials Authorization) number from Magellan so that my unit could be physically returned to the company and fixed, as outlined by Magellan in my GPS user's manual. Suffice it to say, my request for a RMA number resulted in no RMA number being offered. I then contacted Magellan three separate times from February 28 through March 12 requesting continued support for my problem, but Magellan did not contact me in return. On my last contact with Magellan on March 12 I informed them that if they did not contact me and resume technical support that I would contact the Better Business Bureau in Silicon Valley, and, three days later I filed a consumer complaint with that company. Magellan did not answer inquiries by the BBB.
I was then referred by the BBB to the California Department of Consumer Affairs, who then referred me to the California State Attorney General's Consumer Compliant Department. I filed a complaint with that office, whereby the Public Inquiry Unit from that office contacted Magellan via postal letter and, to this date, has received no reply.
I am now left with a useless GPS unit and associated software that together cost almost $400.00, but that is only part of the issue. I have spent numerous hours over the last five months pursuing this complaint, and I am outraged by Magellan's behaviour. I would like to add that during the course of my complaint I have found that my problem with Magellan is very nearly identical to that experienced by many other Magellan GPS owners.in summary, these are my complaints against Magellan:
1. General failure to provide product support for a consumer product.
2. Perpetrating consumer fraud owing to failure to provide proper product support as outlined by Magellan in both the hard copy user manual for the SporTrak GPS that I own, as well as the MapSend Topo software used in conjunction with my GPS unit.
3. Deceptive advertising, and/or failure to provide information of a product leading to failure of that product.
To all who read this and other posting regarding Magellan, my advice is to vote with your consumer dollars and spend them elsewhere. Hopefully Magellan will one day be driven out of business.
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