What went wrong at Magellan?



PND: for how long?
PND: for how long?
Beginning of August GPS Business News heard that Magellan’s CEO Nelson Chan might have left the company. Then this news was confirmed from other sources adding that Christian Bubenheim, who was vice president Product Marketing, had left the company too. Clay Babcock, who was Senior Director, Product Planning also left the company earlier in June.

Finally, as we were expecting to meet with Magellan at the IFA consumer electronics show in Berlin, their booth was cancelled, probably due to the fact the European marketing communications team seems to have completely disappeared.

Unfortunately, Magellan’s corporate public relations have not been willing to comment these news with us. So we will try to understand by ourselves what is going on in Santa Clara.

According to NPD Group data, Magellan’s market share on the Personal Navigation Device market in the United States was 45% in April 2005. Three years later, during the second quarter of 2008, Magellan’s share was only 13% (11% according to Canalys data). In addition to that Magellan has never been able to gain significant market share in Europe (under 2% in 2007) where a large part of the PND market was made in 2006 and still in 2007.

Nelson Chan, former CEO
Nelson Chan, former CEO
From B2B to B2C… and back?
Because it was not making sense for the French Defense group Thales to run a consumer company, the group sold Magellan to Shah Capital Partners (SCP) in the summer of 2006 and got paid a hefty amount of US$170 million. The mission given to Nelson Shan, recruited by SCP from San Disc in December 2006, was to transform a sleepy B2B company into a consumer focused entity. This surely happened, but probably not fast enough for Magellan to gain decent brand recognition on the European market and resist the marketing campaigns of TomTom in North America to seize the number two spot.

Obviously Magellan’s business is not only in the PND market, but also in the outdoor handheld GPS segment and in some B2B GPS activities: GIS applications, GPS modules, etc… But in the outdoor market Garmin is a dominant player, leaving meager revenue to share between its competitors. The B2B GPS business, with higher margins, is interesting for Magellan; however there is nothing to compare with the size of the consumer navigation industry.

Will Magellan follow ViaMichelin, Cobra and Sony (in Europe) who have left the PND market? This is probably a bit early to tell. Magellan used to be a “brand” for navigation back in 2005 in the United States, particularly thanks to its Hertz NeverLost partnership. Today with their R&D and marketing dollars Garmin and TomTom have the upper hand while Mio and Navigon are not far away, just waiting to take over a third place on the market.

Thursday September 4, 2008
Ludovic Privat




1.Posted by ants on 2008-09-04 16:44
The market is full of holes like Swiss cheese and still they can't find a corner... amazing.

2.Posted by nardulli on 2008-09-04 16:56
Not a very good analysis but I can see where you can get these ideas from the information that is public.

3.Posted by Reali on 2008-09-05 08:33
Fully agree with Nardulli here. When making the decision to write an article based on information that you do not have, you take the risk of putting forth a pretty sketchy analysis. Sure, lots of changes, but you know the market and what it takes to make that next step in product innovation and market share. I think Magellan's moves are the right ones, and will help it move in the direction needed to compete in an evolving navigation market.

4.Posted by Gz on 2008-09-05 18:10
Magellan needs to come up with something quick to keep up with their competitors or pretty soon they will be out of the game.

5.Posted by Ryan on 2008-09-06 11:07
Magellan shot themselves in the foot with poor product support, which led to decreased consumer confidence in the brand.

6.Posted by Alfred H on 2008-09-08 15:28
I'm a customer. I don't know anything about the market nor do I have any inside information about the company. I've owned 2 Magellan GPS hand held units. Both quit working and now I'm without a GPS. When I do buy another GPS, do you think I'll buy a Magellan?

7.Posted by DMF on 2008-09-09 12:27
They had the technology to be the best.. Unfortunately when Magellan took over they got rid of the people who knew what they were doing and hired a bunch of wanna be know it alls who don't know anything. They sank their own ship! Everyone pointing there finger at everyone else and no one taking responsibility or accountability. All of them telling nothing but lies and letting everyone believe all was ok. No wonder people got out of there ... I guess the employees are much smarter than the upper management gave them credit for. I call it Karma!!!

8.Posted by Anonymous on 2008-09-17 22:18
A friend of a friend works at Magellan. Last month his salary chec k bounced. They laid him off a week later. I think this is a company going to bankruptcy court.

9.Posted by GMC on 2008-09-19 08:22
Sadly, Magellan is dead in Europe. All of the new people brought in to turnaround the company by the SCP have failed and been fired. They no longer have any serious existence in europe and have fired the glamorous marcom director in the US. They need to spend all their development and marketing dollars trying to get that number 2 spot back from Tom Tom and I can't see them giving that up easily -specially as their sales director is ex-Magellan!

10.Posted by Hold the Mayo on 2008-09-30 16:26
People must have really thought a lot of this company to be so disappointed. Things like this happen at every company under the sun and especially in the consumer electronics biz. The sky isn't falling, it's just got some gray clouds. Considering what's been happening on Wall Street recently if they still have an address they will be just fine.

11.Posted by BJ on 2008-10-13 18:42
I am happy to see Megellan fad away. I have had nothing but problems with them for the past 2 years. All I needed was a simple warranty issue solved and they couldn't handle that.

12.Posted by SamNC on 2008-10-17 08:46
The biggest problem with this company is that they did not test their products thoroughly enough led to a lot of returns and subsequent firmware updates. All thier Maestro products have the updated firmwares that have solved all problems.

The 2nd biggest problem is they assumed all GPS buyer will go to their website and download their firmwares to update their new/refurbished GPS firmware. All those who bought their GPS would bad mouth when they don't know they must updated the firmware before their GPS run into troubles.

The 3rd problem is their website does not show the respective product firmware updates at a glance only when the the customer register their products then they will know there is an update. Not a lot of customer will like to register their products. Magellan should at least put a label in their package to tell their customer to update the firmware.

I own 3 Maestros, 3140, 4000 and the 4250 all with updated firmware and have no problems since the firmware updates and I also updated the AAA tourbook data to August 2008 as a member of the AAA. These 3 updated GPS are now very stable.

I had used TomTom for over 2 years and used Garmin for a brief period. They had their own merits. The Magellan's features and easy of use are really the best as compared with TomToms and Garmins with equal prices.

13.Posted by Richard Curle on 2008-11-12 12:07
I will say that Magellan's Customer No-Service is atrocious. I have contacted them 3 times with NO REPLY. Does Magellan service their Customers or just sell products and forget about them?

I am a very disappointed Customer. I purchased my Cross-Over GPS about 15 months ago after speaking with Magellan Customer Service and Magellan Technical Support twice. I was assured that updated maps would be available for my GPS within a year and also that better Topographical Maps would also be available within that timeframe.

Furthermore, there does appear to be a software update available for my unit beyond the one included when I purchased it. Maps are often incorrect. Points of Interest such as restaurants often direct me to closed facilities. Most restaurants, etc. are not even listed...even on major thoroughfares. Yes I have registered and reviewed the firmware for my serial number.

I have requested once again either better/updated maps, a full refund or a full credit and/or deep discount on someting better and with better topographic maps.

I welcome any and all comments, assistance, etc.

14.Posted by PG on 2008-11-23 18:13
The Magellan map updates are so out of date that their units are vitually unusable. The extension to interstate I-355 (near Chicago) was completed in November of 2007, but the August 2008 map update I purchased still shows farm fields where the road should be. I talked to Magellan and they had me call Navteq. Navteq redirected me back to Magellan. I did get through to a "supervisor" named Angela, but she was quite clear that I would not receive a refund nor would they send me an update when it became available.

15.Posted by Linda Kourounis on 2008-12-02 06:14
I have a problem, what shall I do. I have my magellan for a year and it does weird things, like it loses my address, takes me in the wrong directions sometimes.

16.Posted by Daniel on 2008-12-04 19:21
Well it seems that I am not the only one having severe problems with the Magellan GPS company. When ever I have to talk with their service department that it takes a full day to get anything done, if I am lucky.
I bought a map update wnich I could not download to my unit. I retuned it with an RA# in October and now here in Decenber, I have not heard from the company about my credit due. They simply seem not to care about customer service. I will not purchase another Magellan unit.

17.Posted by anonymous on 2008-12-11 19:10
I have worked in magellan's IT as a consultant, thei returns and repair process is in a complete mess. i don't this you will get your unit back. In any case gud luck.

18.Posted by John Klug on 2009-01-29 07:07
I bought a refurbished Maestro 4250. I bought the map update, applied it, the PC said it was a successful update, but now the GPS won't boot. So now I will try getting this fixed. I don't think I am the only one with this problem.

The traffic stuff has been inconsistent with reality. I-94 closing didn't show up in Chicago the day after Christmas. Traffic in the twin cities sometimes seems like it was from the previous night when the weather was bad.

My personal opinion is that all these devices are bad (I have also tried Tom Tom XL, but the maps aren't as smooth as magellan, and no split screen).

All the maps seem to have similar errors, with streets that have the wrong names (or missing), and misplaced points of interest as a consequence.

I think for traffic your best bet today is a PDA with an internet connection.

19.Posted by Larry on 2009-01-29 21:11
Add my name to those that are extremely unhappy with Magellan's customer service. I purchased a new Maestro 4250 and can prove that I was entitled to a map upgrade by their own stated 30 day policy. But Magellan refuses to acknowledge this and even refuses to return my emails. When I finally connected to a live agent, I was told my email address mysteriously became incorrect, which was a lie because I had recieved information on a different support request. Supposedly, the agent was correcting my address online but when I asked for a reference number to document my call I was denied and still no correspondance regarding my update request. Bad Magellan - bad, bad ,bad

20.Posted by jim on 2009-06-15 03:41
I bought a POS TomTom only to find that the maps were over 3 years old for their top-of-the-line unit! I got a "free" update and then the maps were just 2.5 years old! I returned it, got a Magellan 4250 and I've never been happier. It's easier to use and it has up-to-date maps.

21.Posted by Jim on 2009-08-03 18:43
magellan has still not corrected there customer service problems. I will never buy another product from them gps unit broke down one week after I bought and am still waiting for them to send a repacement a month later. There distribution manager cannot even change the shipping method. what does he manage if he cannot ship a replacement unit overnight. I am sorry I ever bought a gps from this company

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