How's this for service?

Submitted: Monday, May 21, 2007 at 16:16
ThreadID: 45718 Views:1849 Replies:3 FollowUps:7
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My Meridian Color GPS has a fault, so I sent their service dep't an email asking for an RMA number for repair.

This is the reply

For repairs, please send to the address below.
Quotations take around 2 - 3 weeks from receipt.
No RMA # issued.

So I responded as follows

"I am a little concerned that if it takes 3 weeks for a quote, you must have a mountain of units to repair.
How do you trace my unit in this mountain without a reference number, if it goes missing?"

Am I being unreasonable, or is this repair likely to turn into a saga?

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Reply By: Willem - Monday, May 21, 2007 at 16:45

Monday, May 21, 2007 at 16:45
Gerhard

Maybe a phone call would suffice.

I had a freeze-up on my first Magellan. I rang Magellan in Perth and discussed it and sent it registered mail and a week later I received a new one back from them.

I couldn't fault them but not sure if you are dealing with the same mob.

Cheers
AnswerID: 241410

Follow Up By: Gerhardp1 - Monday, May 21, 2007 at 17:04

Monday, May 21, 2007 at 17:04
Unfortunately it's the screen which has no display, so it has to go to them. It is the WA address.

Here's the reply I just received -

"I am a little concerned that if it takes 3 weeks for a quote, you must have a mountain of units to repair."

Simply matter is, warranty repairs take preference, and as we support all Magellan products for the whole Asia pacific region - yes, we do have a few to do. But I bet you couldn't take anything anywhere and get a quote in much less time.

"How do you trace my unit in this mountain without a reference number, if it goes missing?"

Its up to you to send it to us in a secure manner ( registered post or similar ). Once we receive it, it is booked in and issued a job number. The repair can then be traced either by job number or your surname

So, It looks like 3 weeks for the quote, then another 3 weeks for the repair.
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FollowupID: 502361

Follow Up By: Willem - Monday, May 21, 2007 at 17:21

Monday, May 21, 2007 at 17:21
Bugger!!!!
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FollowupID: 502363

Follow Up By: jduckmanton - Monday, May 21, 2007 at 18:58

Monday, May 21, 2007 at 18:58
Hi Willem, I have a Meridian Gold which also seems to have frozen, by frozen I mean it was working one month and then when I went to turn it on nothing happened.
I replaced the batteries, put in recharged batteries etc but still no go, does this sound similar to the problem you had?

Cheers,
John D
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FollowupID: 502395

Follow Up By: Willem - Monday, May 21, 2007 at 19:14

Monday, May 21, 2007 at 19:14
John D

Yep. Mine is a Magellan Map 330, now 5 tears old and still going strong. The first one I bought froze after a month and so it was replaced.

I had switched the GPS on inside the house to show a friend what features it had. I then put it down while still on next to a bedside radio and disvovered it later with the frozen screen. I still wonder if the magnet inside the radio had anything to do with it. Nevertheless, it was replaced FOC

Cheers
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FollowupID: 502400

Reply By: Brian B (Brisbane) - Monday, May 21, 2007 at 17:13

Monday, May 21, 2007 at 17:13
Hi,

I have had some warranty work done through them a while back and they were good to deal with.

I think a phone call is way more effective than dealing with them by email though.
AnswerID: 241415

Follow Up By: Gerhardp1 - Monday, May 21, 2007 at 17:24

Monday, May 21, 2007 at 17:24
Hi Brian,

Thanks for the vote of confidence in them. I can't believe 3 weeks for a quote, since there are only 2 parts in them - a circuit board, and a screen, and about 10 screws.

The instant it is turned on, the diagnosis of faulty screen screams at you. If the unit came to me I would plug in another screen, turn it on and the quote and repair would be accomplished in the 5 minutes it takes to disassemble the unit. Then a phone call or e-mail to the customer would confirm or reject the repair in which case the fee for the quote and return would become payable.

Either way, I can't believe they find 3 weeks acceptable, not to mention blatantly informing the customer they have no reason to expect better, as better is not available anywhere else.....

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Follow Up By: Member No 1- Monday, May 21, 2007 at 17:48

Monday, May 21, 2007 at 17:48
if my customers had to wait 3 wekks for a quote, id be working for a boss
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FollowupID: 502374

Reply By: Gob & Denny - Monday, May 21, 2007 at 17:25

Monday, May 21, 2007 at 17:25
gerhardp
i had a problem with my old 310 i rang the people in wa and they talked me thru the problem no charge unit was about 4yo at that stage
pertsonally i thoughgt they were great

steve

AnswerID: 241417

Follow Up By: Gerhardp1 - Monday, May 21, 2007 at 17:28

Monday, May 21, 2007 at 17:28
Hi steve,

My problem is the screen is dead, so no amount of talking will fix it.

A while ago I asked them to send me a s/h screen so I could fit it myself, but they wouldn't do it.

Cheers
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FollowupID: 502365

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