I believe some "copy protected" software depends on physical abnormalities
in the CD surface to prevent successful copying. However, these same
anti-copy features may also inhibit some programs from running. It may be
that two copies of exactly the same copy protected CD will operate in quite
different ways. I have heard of some other software packages where a
replacement disk has worked OK. If the Map Update disk is copy protected,
this might be why Magellan is so insistant on just replacing it.
Mid you, this is not a defence of Magellan or their customer service
policies.
I recently had a similarly frustrating experince with an HP printer that
completely died after being in use 2 months. One customer service rep (an
offshore) said it was "your fault" that I couldn't use their net service
site since my system seems to have pop-up windows blocked. I said it was
"his fault" that they couldn't write decent site code that didn't employ
pop-ups. I was asked by 4 consecutive service reps (as I climbed the
corporate ladder of responsibility) to perfom the exact same tests
over-and-over. Finally when I suggested to the Ultinate Supervisor that
maybe my state's attorney general would be interested in helping me, they
decided I needed a replacement. It would have been nice to get that
response from the first rep I spoke with, but I am guessing that hardware
replacements may require that someone from level # 4 authorize the exchange,
so suffering through 3 rounds of b.s. is required to get there. Such is the
state of offshore, scripted, low cost customer service these days.
"mag3" <zmpmag3-(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> See post above entitled: RM800 - Problem with Update 2 DVD-ROM".
>
> After three "1 hour" sessions with their "off shore" support staff and a
> whole lot of grief and still no result, I give up. I've had American
> Express
> cancel the charge for the map update, and I'm preparing the documentation
> in case Magellan comes after me for it.
>
> To recap:
>
> I purchased the Magellan RM800 Map Update Version 2.0 NA DVD-ROM (Part#
> 950-0003-001).
> Originally, the part was shipped from Calif. and arrived in outer
> packaging with a stock label
> indicating the above part # and an packing slip indicating the same part
> number. HOWEVER,
> the DVD-Rom contained inside the packaging indicated part # 703-0046-001,
> albeit it, too was
> labeled "RM800 Software Upd. Version 2 - NA."
>
> Upon inserting the DVD-ROM, it did nothing but hang in the PC (PC is
> running XP Pro). It made
> Windows Explorer hang as well when attempting to view the contents of the
> DVD-ROM. I tried
> it on several different machines, and in each case, similar results -
> either hanging/freezing or
> extremely sluggish behavior and "CRC Error" messages when attempting to
> copy from the disc.
> In no case did the "Autorun.inf" file process correctly.
>
> My 1st call to their "support center" resulted in 1hr of poking and
> proding and all kinds of
> manipulation of config files (MSConfig) etc. on several different
> workstations, all with the same
> result. As others have stated here, they were "courteous" and "polite,"
> but they all acted like
> "drones," and every time they transfered me to someone else, each person
> wanted me to
> repeat the same steps the previous person asked me to do and wanted to
> take the same info.
> from me. UGGGGHHH! In the end, the tech rep wanted to replace my disc
> and send me
> another. That made no sense to me as a 2nd disc would do the same thing
> (assuming the
> same part# SNAFU would happen again). I hung up and continued on my own.
>
> By my 2nd hr long call (I had an "account" and a case # by then), I
> recognized the part #
> SNAFU and tried to explain this to the tech rep. He wasn't buying any of
> it and attempted to
> get me to repeat all the MSCOnfig steps I had tried in the 1st Call.
> Again, very polite and
> courteous (almost to the point of "ad nauseum.") I mean, there comes a
> point when even
> the cheeriest of salses reps knows that being "cheerier" in the face of an
> aggrivated customer
> is counterproductive! I decided to let them ship me a 2nd disc. I asked
> him to verify the
> part # and he told me part# 950-0003-001). I said, OK Ship it.... He said
> two weeks.
>
> Valentines Day: 02/14 - The replacement arrived 10 days later from the
> same warehouse
> as the 1st in the same packaging as the 1st, with the same outer stock
> label (950-0003-001).
> Inside, a packing slip with the same part# (950-0003-001) and the same
> bin/stock location
> as the previous disc. And upon opening the disc packaging.........
>
> Part# 703-0046-001. They did it AGAIN!!! Sent me the same damned
> incorrect disc which
> failed the same way the 1st did!!! Just like I knew they would!!!
>
> Now we're at FUBAR level!! I called them a 3rd time for another hour
> session, and again,
> they tried to make me go through all those different MSConfig steps etc.
> but I refused. I
> made them get me a supervisor, which itself took 20min while they "entered
> the info."
> After 15 minutes of explaining the part# FUBAR to this "supervisor," who
> again tried to
> get me in vain to be cheerful ("So what are your plans for this
> weekend???")
> << GRRRRRRRRRRRRRR >>, the final result was:
>
>
> |
> |
> V
>
>
> "I'm sorry sir, but we cannot ship you another disc as we are out of
> stock. I can offer that
> you send your unit to our service department and we will update it here
> ourselves."
>
>
> FAT F***ing CHANCE!!!
>
> I hung up, and immediately filed a dispute with American Express.
> Thankfully, the original
> charge has not yet been formally invoiced.
>
>
> So that's it! I'm done with Magellan. Time to move onto Garrmin or
> TomTom or *anything!*
> A pity, since the unit itself is pretty decent and has served me well.
>
> What a CF!
>
>
>
>
>
> ____________________________________________
> Regards,
>
> Arnold
|
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