Magellan Map Update

Got my DVD today, and surprise my activation code doesn't work either. Tried technical support, on hold for 20 minutes, hung up. Sent email, waiting on response. Seems pretty clear they (magellan) have an issue with this update.

I can't believe it. I finally was able to explain to them (Actually her name was Angel) what I wanted. I explained to her that I had my case escalated 3 or 4 times already and that she was the fourth person whose name I have, but I actually spoke to at least twice that many people.

I explained that my code was generated for the 13-digit number that was both on the back of my unit and in the software but that the update dropped the ZERO.

After she put me on hold, apologizing many many times each she had to do this, she came back and said they told her to give me back the same number. I re-tried it while I had her on the line.... low and behold it did NOT work. Now she wanted to escalate the problem and I repeated that it was not an option. After a couple of hours she came back and said she had another code for me to try.... IT WORKED.... IT WORKED.... IT WORKED....

I had also send a print screen to the help desk on their support page and faxed everything to the number on the web site. From the first attempt at the support page, I was emailed a reference number which I quoted her.

All I can say is keep insisting and don't accept to have them call you back, they probably will not.

Good luck

I am on the phone now with the Magellan people from India. I trying to insist that I get the unlock code over the phone.. Asked to talk to a supervisor. Still no luck.. Guy could hardly speak english

I guess I will wait even after it is available for my model. Hopefully they will get it straightened out soon.

Hu Guys I have the same problem. Authorisation code not recognised. Greg could you send me the details too so i can sort out the problem. Email to fox_uk@grovehill.fsnet.co.uk

Cheers Dave

Finally got my code for my map update, after 3 weeks of trying

After faxing a nasty email with my problem everyday this week to the corporate office fax number on their website. I got a fax with a unlock code that actually works. If going through support don't help try this method.

After two weeks of "24 hour" promises I tried today to get a return authorization - and got the same technician I have been chatting with without success for two weeks. As before, he promised one in - you guessed it: 24 hours!!
It is hard to believe that a company this large has such horrendous customer service and tech service support.
At this point I would rather wander around lost than buy another Magellan product!

Try faxing you details with a quick description of what you have tried. The fax numbers are on their website. (Included time lines and names....)

San Dimas, California
Fax: +1 909 394 7050
or
Santa Clara, California - Corporate Headquarters
Fax: +1 408 615 5200

If memory serves me well, I use the 909 number. Sure it cost me a long distance call, but I had my working code the next day.

Good luck.

I see the map update is finally available for my Roadmate 760. Are the bugs worked out yet?

Mashryock;

I would hold off for right now. I have sent 5 faxes to both corporate offices, sent over 20 emails and called far too many times to get into.
I am still waiting to get a good unlock code even after e-mailing their CEO and the corporate entire staff.

These guys are freaking idiots!

I have never wanted to see a war break out but I am so OK with Pakistan and India going at it just to bring competent call centers back to the US!
I hate calling ... because they all suck.

I know this is beyond harsh but I have yet to talk to a single competent CSR for Magellan. Its also not just Magellan but Toshiba recently and past experiences with Dell and IBM not to mention Citigroup! Hell I cancelled my Dell business accounts and my CitiGroup Accounts after running into some major barriers with competency. If I ran that company I would have fired whom ever hired them and immediately set up a real center elsewhere. The biggest thing though is I would actually test the center to make sure they were helping people and not just blowing them off.

So again, I would hold off on the update for another month or so. Give them a little more time to get their heads out of their arses.

For those with issues here are the Corporate E-mail addresses that I have tried.

n.chan@magellangps.com (CEO)
ahiggins@magellangps.com;
rfinelli@magellangps.com

Thanks dubs, I will hold off for now.

Alright folks I have finally broken thru the Magellan Barrier.

HERE IS THE NAME AND EMAIL TO CORRECT YOUR PROBLEMS
He Corrected Mine!

Hanam Vuong
Consumer Support Manager

Email: hvuong@magellanGPS.com

This is the man in charge of making these update issues go away! He will send you a correct unlock code! He contacted me after hearing from the two top bosses about all my e-mails blocking their boxes:

MAY this help you all as it did mine!

Thanks

Hi,
Does anyone know how the updates work if you have multiple units. I just purchased 3 new Magellan Roadmate 760s with map Q204. If I purchase the map update, do I have to pay for 3 of them? Also, does Magellan provide free updates for brand new units?

Thanks.
Steve

Since updates are based on the serial number, I would assume that you will need to buy an update for each.

Hi everyone,
Count me in too. At least you guys were sent an update. Their customer service was telling me repeatedly every few weeks it will come in 7 to 10 days. The latest is that they "discovered" a problem with the activation codes but the problem was fixed and I would receive my DVD in 7 to 10 days. That was two weeks ago.
I filed a complaint with the BBB as should everyone else.

Magellan put back the map update, they said this time there is no problems.

I just received my version 6 update in the mail yesterday and installed it on my 760. The authorization code worked fine and took about 2 1/2 hours to load the update. When the update was completed and my gps was turned off, it won't turn on again. It has been working perfect for two years until I installed the update. The 760 will not power up now and I found out I am not the only one having this problem. If you go to this link (WWW.Fixya.com) You will see there are about 10 of us there having the same problem. You install the version 6 update and it turns you expensive Roadmate 760 into a brick. I have contacted Magellan support and am now waiting on a reply.

Jimmy

I just received my map update for the Roadmate 760. After reading the instructions and following the prompts from the update program the 760 screen briefly displayed a loading screen and shortly there after displayed the blue background with the Magellan logo on it. After a while the computer indicated it had lost communications with the gps unit and directed me to disconnect the USB cable and restart the gps unit. The attempt to restart the gps unit resulted in a solid blue screen and the pc could no longer communicate with the gps. I have emailed Magellan however having read the comments on this and other forums, I am not hopeful

Greg
Took some time but I did get my CD that says version 6 on it.The order was pending for two months,I finnally called them and within a week I got it. I did not have the problems you and others experienced with the download.It took some time to complete but it appeared top work.Now ,how can I tell if it is updated? When I turn on the 760 it says version 5.6 . When the disc starts prior to the download it says map data base Q3 2006,is this right? Is there some way I can check ? Thanks for your help, Rick.

I applied the update to my RM860T and the update does in fact bring you to Q3 2006.

I don't have my unit with me since I am using the Garmin Nüvi 760 but I will check it when I get home tonight. I'll let you know how I check this.... it should be similar on the RM760

Sorry for the late reply.

On my unit use select
MENU
- Navigation Options
- Configuration
- Map Information (Last line)
-- Map GDF Version: Q306

Greg: I also had the same problem with the authorization code for my updated map software. You mention in your response that you would be happy to share the name and e-mail of the person at Magellan that helped you. I have become very frustrated. I called a technician who I could not understand and sent 4 e-mails and a fax but still have not received a response. It has now been three weeks since I received the software.

Could you, please, supply me with the name and e-mail address of the person who helped you.

dubs29 has posted the email just a few messages back. I believe he was the one who helped me as well.

Hanam Vuong
Consumer Support Manager
Email: hvuong@magellanGPS.com

After reading all the posts about updating the maps on the megallen, I was beginning to regret buying a used one recently.
I sent off for an update for the Europe maps (being in the UK) on 28 December. From recent posts I was expecting a long wait as the order said "pending". To my surprise, the goods arrived this morning, not from France their HQ in Europe but from USA.
The update went in flawlessly and took two and a quarter hours so they seem to have ironed out the problems so many people have had. Or perhaps I was just lucky. It seems my 700 is now updated to a 760 as they included a proper paper manual and one on a dvd for the 760.
So, I can only offer praise to Magellan for an excellent service.