Earthmate: a customer service story

WhiteRabbit · 06-22-2004, 05:17 PM

Hey guys, I started reading the boards here after I bought an earthmate, ive had a DWW screen for awhile, non VGA. seems like I made some sub-par choices for computing, but we shall see how it all plays out in the end. anyways:

I read some stories here of GPS units failing. I bought mine last Friday, for a trip on Sunday. worked like a champ driving an hour away to dinner, I was in love! Havent had a chance to really get into the program much for functionality, but what I was able to do quickly, I absolutley loved.

on Sunday, it stops working. damn! is the unit broken? try it on another computer, same problems with both machines.

So I take it back to Best Buy, it was a gift, so they wont exchange it. damn! what **** poor service! I'm left with a broken unit, and a hundred bucks in the hole. they say try contacting the manufacturer.

So I call up Delorme, and tell them the light isnt lighting up, tried it on two machines, and that when the best buy people inserted teh cable to test it, they couldnt pull teh cable back out, it jammed itself in there.

all they wanted to know after that was my address, they are sending me a new unit, no questions asked, and furthermore, unliek other companies, which ask for the unit returned, adding a shipping cost, this company is paying for the return of the item, shipping me a return address label for them with the new unit to send back the old one.

Sure, the unit should not have failed in the first place, but their service is unbelieveable. I have never spoken with a company so ready to replace a broken unit. Props to them for a good job, I look forward to getting my new earthmate.

and ill see you guys in other posts on solid software to use on a 7" sized screen for GPS, just thought I'd share my wonderful service experience with DeLorme.

gork · 06-22-2004, 05:26 PM

I had a similar experience with my Gyration wireless keyboard and mouse. The receiver failed and they sent me a replacement unit without incident and a return shipping container with postage. This is one that I could have returned to Best Buy, but it was a few months since I had bought it, so I knew they wouldn't take it back.

carpcnoobie · 06-22-2004, 05:54 PM

I've had similar experiences with Best Buy. They've given me grief and resistance at returning or exchanging purchases. There customer service really is poor.

I really think twice now before I buy anything from them short of CDs and stuff. Don't even do that any more.

But just the same as Best Buy gets bad publicity, I'm glad you told of Earthmates service. I already have a GPS mouse, but I'll still remember that. Thanks.

Elderm007 · 06-22-2004, 06:24 PM

Wow bad service at best buy
I’ve never had bad service, I love best buy, when ever I got a bad product they test it than either send it in to get repaired or give me a new one. back when the 4x cd burners first came out I got one at best buy then it broke 3 weeks before my warranty expired so they gave me store credit towards a new one, I'm on my 4 burner and even got to upgrade to a DVD burner all for freeeeeeeeeeeeee

, plus my system in my car all came from best buy and its been about a year and my amp goes out they sent it in with no fuss not 2 days later my 6x9s start to crackle so I take them in and boom 4 new 6x9s. And I got a reward zone card and I've gotten about 300 best buy bucks. The only time they give me any grief is when I don’t have my receipt

hijinks21 · 06-23-2004, 07:18 AM

best buy is the worst.. more so if you try to get service in a store. My gf has a crappy E-Machnie computer and her monitor broke.. so it was covered so we took it back and they tried to tell us that the monitor wasn't covered.. So I told them i wasn't leaving till we got a new monitor cause she paid like $200 to have the whole thing covered.. then the 17 year old tech guy tries to tell me a E-machine monitor, which can only handle like 1024x768, costs $300. So then I tell him he isn't talking to a idiot and the computer doesn't cost $300. So then they bring the last monitor they have and then drop it.. walk around for a bit wondering what to do then just give it to us.

I've also had a friend get a laptop from there and his backlight died.. so they took his laptop for a month.. then he called to get the status and they said they didn't even have his laptop.. another month later they just gave him a new one.. they didn't even let him know they would do that so we could try to backup data..

i never shop at best buy unless i really need to

nl4jy · 06-23-2004, 11:48 AM

i have mix feelings about BBs...I'll normally go there for open box items...they're much cheaper than new...and they're new too...

Bought a HU unit with aux-in for only $20 where the new one cost $100.

But I bought that after buying my sony HU that needs a control box >_<

Well...everything is fine now that I bought the control box....

robiewp · 06-23-2004, 12:06 PM

Delorme as a company is awsome. I actually like their GPS software a lot. as far as navigating maps with a touchscreen, it's quite nice- but anything else requires a keyboard and often a real mouse. If there were some way to redesign the basic configuration front end I wouldn't consider anything else. Maybe another stop at delorme is in order...

Vadim · 06-23-2004, 03:16 PM

hey, no bashing on bestbuy techs

hijinks21 · 06-23-2004, 03:19 PM

Quote: Originally Posted by Vadim

hey, no bashing on bestbuy techs

i've never had a good experience with them.. my guess is they deal with idiots all day so they get a bit shocked when someone comes in and knows what he is talking about

Vadim · 06-23-2004, 03:24 PM

you are right about "dealing with idiots all day" part. we rarely get customers who know computers. the frustrating part though, that when someone comes in and starts implicitly blaming you that their computer doesn't work or they don't like the fact that you are following the rules and can't help them sometimes

Curiosity · 06-23-2004, 03:32 PM

BB never fullfilled my rebate so they lost my trust. If something's a really good deal and no rebate, I might get it there though. Otherwise forget it!

robiewp · 06-23-2004, 03:49 PM

Quote: Originally Posted by Curiosity

BB never fullfilled my rebate so they lost my trust. If something's a really good deal and no rebate, I might get it there though. Otherwise forget it!

same experience here.

hijinks21 · 06-23-2004, 04:04 PM

Quote: Originally Posted by Vadim

you are right about "dealing with idiots all day" part. we rarely get customers who know computers. the frustrating part though, that when someone comes in and starts implicitly blaming you that their computer doesn't work or they don't like the fact that you are following the rules and can't help them sometimes

i do feel for all tech support people.. i have exploded on a few like recently when verizon suddenly cancels out backup dsl connection then takes 3 weeks to get it up then i find out our IP is changing which cause a ton of work for me.