Magellan GPS, Thales Navigation ripoff - will not answer emails, will not give RMA# for product repair San Dimas California

I bought this Magellan Explorist 210 GPS navigation unit in March of 2006. This unit has only been used about five times since purchased.

Recently, when I tried to use my GPS, I turned on the unit, and went outside to let it "find itself" with the satellites. It found one satellite, and tried to find a second, but the unit locked up, with vertical lines as the only thing on the display LCD, and the unit will not shut off. It has totally failed.

I easily found Magellan's website online and read the procedures for returning a defective unit for repair. I sent an email to www.magellangps.com/support reporting my problem.

After a week I received three identical emails from Magellan, stating that my Email Case #XXXXX had been updated. It did not give any instructions on what to do with the unit. I waited almost another week, expecting to hear more from them. No reply. Then I started sending them emails requesting contact with me. No replies.

Then I went back to the Magellan website again, and filled out a support request page asking them why they had not responded to my Email Case #. After several more days, I did get a reply, and a new Case #, and they said that they would be giving my information to the repair department. In my earlier correspondences, I had given the unit Serial #, and a description of what was wrong with the unit. Finally I was emailed by Magellan Support Team. I was advised that the unit would only be covered under warranty for 12 months from the date of purchase, and that after that date, I would be responsible to pay for any service charges to the unit. Also they requested again, the unit serial #, and a description of the problem.

I emailed them again, with all of the information and the new Case #, stating that the unit had only been purchased in March 2006.

After weeks and weeks now of fighting them, I have still not heard a reply. I replied to their last correspondence on July 19th. In the mean time, I have no GPS unit.

I cannot believe that a company with such a reputation of being a leader in the GPS industry would treat its customers so poorly.
I expected a prompt email reply, otherwise, why bother sending them email?

I expected them to quickly give me an RMA#, so that I could ship my GPS in for repair.
My expectations so far of this company are dismal at best. If this GPS unit were not already junk, I would fear sending it to them for repairs, with the expectation that they may lose it, or I would just never hear from them again. Warning, don't buy Magellan!!

Douglas
Belle Fourche, South Dakota
U.S.A.