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edoardo Occasional Visitor
Joined: Apr 18, 2006 Posts: 11
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Posted: Fri Dec 21, 2012 12:12 pm Post subject: customer policy - TomTom Android App |
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I had owned a TT GO PND for about 8 years and space permitting on the device I had been able to grow my maps.
Not so for the Android App ! BEWARE !
I bought W.Europe lightly - as my TT GO W.Europe includes Slovenia.
Not so for the app, well I just wanted to 'upgrade' to Full Europe maps. It'd just be £10 more.
NO, I CAN'T
I had conversations with TT support which first tried to offload the problem to Google Play,
which clearly states that after the ludicrous 15 mins, you can't get a refund from Google,
you need to contact the vendor (obviously).
Seeing that evidence, the vendor just said the equivalent of .... tough luck ... caveat emptor.
I truly hope to manage to speak to customer CARE, not customer AVOIDANCE.
Google Play Store Help:
[url]http://support.google.com/googleplay/?hl=en_GB&topic=2803007&rd=1[/url]
follow refunds ...
[url]http://support.google.com/googleplay/bin/answer.py?hl=en-GB&answer=134336&topic=2450225&ctx=topic[/url]
After the 15 minute return period:
If you're unsatisfied with an application after the 15 minute return period has expired, we recommend contacting the developer directly
and yet TT keeps saying - ask the Google Store !!! Shameful :
extract from a support chat :
[quote]
If you wish to upgrade to Full Europe than you will need to purchase the
Europe App separately.
I am sorry but the both App are different. You have already used
Western Europe so it cannot be refunded.
[/quote]
[quote]
I am sorry this is something you need to contact Google Play Store
there is nothing which I or my manager can do about this.
TomTom Customer: Google Play policy says talk to vendor !!
TomTom Customer: already been there
: I am sorry we cannot do anything about this.
TomTom Customer: I want to escalate. This is shameful.
TomTom Customer: whom shall I have to contact ?
: You have paid money to Google Play Store so you will need to contact
them, we cannot do anything about this.
[/quote][/quote]
ETA: changed subject wording
Last edited by edoardo on Wed Dec 26, 2012 12:22 pm; edited 3 times in total |
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falkirk81 Pocket GPS Verifier
Joined: Jul 07, 2006 Posts: 1649 Location: Newcastle, England, UK
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Posted: Fri Dec 21, 2012 1:57 pm Post subject: |
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If it is any consolation, this is how it works for ALL apps on the apple store too. I think most people think they can just 'upgrade' a UK app to a Europe app for the difference in price, but no, it is a new app as far as all are concerned.
Eg You buy Tomtom UK app for £26.99 but then realise the full Europe app is only £10 more, useful in case you EVER go to Europe driving a car. Too late though, you need to buy the Europe app at full price. _________________ Tomtom GO 1005 LIVE
iPhone 12 |
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edoardo Occasional Visitor
Joined: Apr 18, 2006 Posts: 11
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Posted: Fri Dec 21, 2012 2:23 pm Post subject: |
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I am waiting for a customer service call - I want to escalate this absurdity with a manager. |
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sussamb Pocket GPS Verifier
Joined: Mar 18, 2011 Posts: 4462 Location: West Sussex
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Posted: Fri Dec 21, 2012 4:54 pm Post subject: |
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Well good luck but you got what you paid for, then realised you'd made a mistake. What makes you think you shouldn't pay for it? |
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edoardo Occasional Visitor
Joined: Apr 18, 2006 Posts: 11
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Posted: Fri Dec 21, 2012 4:57 pm Post subject: |
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sussamb wrote: | Well good luck but you got what you paid for, then realised you'd made a mistake. What makes you think you shouldn't pay for it? |
Simply, decent customer care - I am asking to upgrade, having to pay twice seems ludicrous to me. |
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sussamb Pocket GPS Verifier
Joined: Mar 18, 2011 Posts: 4462 Location: West Sussex
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Posted: Fri Dec 21, 2012 6:01 pm Post subject: |
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Well that's the point surely. There isn't an 'upgrade'. You bought a product. Now you want another product. You feel you should only have to pay the difference between the price of one and the price of the other. The retailer doesn't agree, and I can understand why.
As I said, good luck but I'll be surprised if you get what you want |
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falkirk81 Pocket GPS Verifier
Joined: Jul 07, 2006 Posts: 1649 Location: Newcastle, England, UK
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Posted: Fri Dec 21, 2012 6:37 pm Post subject: |
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What makes it worse is that it's not a tangible product like a DVD or a car. There you 'could' upgrade the product as you could hand back the old product and get an upgraded one if the retailer allowed.
In your case, it's not a tangible product. You have had use out of the app, now you realise there is a more suitable app out there.
Google and Tomtom don't have to do anything, they have done nothing wrong.
This is why you are being told 'no' from them both.
I suspect you will not win this argument, but you may if you get a compassionate customer service person! _________________ Tomtom GO 1005 LIVE
iPhone 12 |
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FrequentFlyer Lifetime Member
Joined: Jun 12, 2006 Posts: 962 Location: London
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Posted: Sun Dec 23, 2012 10:40 am Post subject: Should take more care....... |
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Problem is...people don't check exactly what they are ordering and then blame someone else when it's not right....I have little sympathy. I learn't a lesson like this years ago, and now, I check and double check. I also now need a South American map.....perhaps I should complain that it should be included with Europe, as I 'didn't understand'.
ps Not that I have any love for TomTom whatsoever...they sadly lost me after many years, to Sygic and CP8, when they refused to acknowledge the market for my new, at the time, smartphone..bunch of idiots. |
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edoardo Occasional Visitor
Joined: Apr 18, 2006 Posts: 11
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Posted: Wed Dec 26, 2012 12:43 am Post subject: |
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My escalation was successful and I now ordered the Full Europe App
as the W.Europe is being refunded. |
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jonbaker12345 Regular Visitor
Joined: Jan 19, 2011 Posts: 115
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Posted: Wed Dec 26, 2012 9:46 am Post subject: |
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edoardo wrote: | My escalation was successful and I now ordered the Full Europe App
as the W.Europe is being refunded. |
What excellent customer care from TomTom!
I trust you'll be changing the subject header? |
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IanS100 Frequent Visitor
Joined: May 05, 2008 Posts: 870 Location: Southport
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Posted: Wed Dec 26, 2012 12:16 pm Post subject: |
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jonbaker12345 wrote: | edoardo wrote: | My escalation was successful and I now ordered the Full Europe App
as the W.Europe is being refunded. |
What excellent customer care from TomTom! |
Maybe TomTom CS have made a New Years resolution (a little early) for service Over & Above _________________ Galaxy Note 4 / TomTom GO : CamerAlert : CoPilot |
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edoardo Occasional Visitor
Joined: Apr 18, 2006 Posts: 11
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Posted: Wed Dec 26, 2012 12:23 pm Post subject: |
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jonbaker12345 wrote: | edoardo wrote: | My escalation was successful and I now ordered the Full Europe App
as the W.Europe is being refunded. |
What excellent customer care from TomTom!
I trust you'll be changing the subject header? |
done! |
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