Here We Go Again

LesP2008 · Posted: Wed Feb 06, 2008 10:01 pm Post subject: Here We Go Again

This is an extract of a recent communication with TomTom customer support.

Hi, At present i own a 910.
I see new maps version 715 are available.
What i would like to know is if i buy a 720/920 what guarantee do i have that the device won't have the 710 maps on it.
I know about the latest map guarantee but as your site says, if by chance my box does not contain a leaflet then i am not entitled to a free map update.
Because of this i don't feel that i will be buying a new device unless i am certain of having the latest maps

And their reply.

Thank you for contacting TomTom Customer Support with regards to your maps.

The 7.15 maps are only regional maps ie: UK or NL so if you purchase a 720/920 as these have European maps the version will be 7.10 as that is the latest available.

With Best Regards

The TomTom Customer Support Team

So these "cheap maps" sold to us before were just old versions of the maps we already had, although THEY were sold as Western & Central Europe. Oh i get it, put a new version number on them and irregardless of how old they are, suck em in and we get payola day.

Why do i suspect yet another round of Pi**ed off customers.

Tim Buxton · Posted: Wed Feb 06, 2008 10:09 pm Post subject:

Perhaps you'd like to point TomTom Customer Support to TomTom's shop, where they clearly advertise a 7.15 Western and Central European map here.
_________________
Tim

LesP2008 · Posted: Wed Feb 06, 2008 10:26 pm Post subject:

Exactly Tim, that's the point i was trying to make , however i am so pee'ed off with their attitude, that i probably didn't explain it in simple terms. Blimey i can't help myself at times like this, everytime i say to myself stay cool i end up on a rant. Laughing

Surely Tim, This is tantamount to false advertising.

SpeedCam · Posted: Wed Feb 06, 2008 10:42 pm Post subject:

This update seems to be causing problems if you have already paid for map updates. May Plus account is showing that I can download Western & Central Europe until August 08, so I tried to download the map using home. Unfortunately Home now only shows the V715 at a cost of £79 there's now no way to download my older version even though its still showing in my plus account.

As usual I've started the painful communications with TT Support, first response was 'cut n paste' instructions detailing how to manually install the maps. The first line stated click File, Preferences, Advanced which is not correct in Home 2.2, after about 20 steps I realised that they were assuming that I had already downloaded the update and it was still on my hard disk.

Would it be nice if TomTom didn't release any new products at ceBit this year and instead sort their support services out once and for all.

LesP2008 · Posted: Wed Feb 06, 2008 10:45 pm Post subject:

Ah Speedcam, a man of my heart.

Unfortunately as we all know CEBIT makes nice prawn sandwiches and nice leather knee pads. Laughing

Tim Buxton · Posted: Wed Feb 06, 2008 10:51 pm Post subject:

LesP2008 · Posted: Wed Feb 06, 2008 11:01 pm Post subject:

Yep fair point Tim, it's not hard to see the whole set up is all over the place at present.
As per usual when a new map comes out the servers are completely cactus. I can't think of an excuse for support, they appear to be in la la land 24/7... 365.

LesP2008 · Posted: Thu Feb 07, 2008 11:10 am Post subject:

Thank you for contacting TomTom Customer Support with regards to your map.

You do recieve the latest maps when purchasing device's however as the 7.15 map are not available for Western Europe it's impossible for us to sell this.

Got this from support this morning. Totally unbelievable.
I sent a link to the new maps contradicting their view, let's see what i get back. Rolling Eyes

Tim Buxton · Posted: Thu Feb 07, 2008 11:15 am Post subject:

LesP2008 · Posted: Thu Feb 07, 2008 11:39 am Post subject:

I thought you would appreciate that one Tim, thanks for that link.

Just got this back from Support.

"Thank you for contacting TomTom Customer Support with regards to your map.

As the map just came out then yes you will recieve 7.15 as suggested by LATEST MAP GUARANTEE".

Well now support, as for the egg on face would you like Free Range or can i get big Duck Eggs for you. Laughing

john877 · Lifetime Member Joined: Mar 16, 2007 Posts: 468

I thought everybody knew that "Tomtom speak with forked tongue" you can speak to three different customer advisers and get three different answers I am sure they make it up as they go along.

I purchased a 520 recently and held off doing the latest map guarantee as their had been some discussion on the release of new maps .
I connected up check latest map guarantee and was offered 7.15 although it stated £39 price I just pressed continued and was downloaded free of charge

Andy_P · Posted: Fri Feb 08, 2008 1:20 am Post subject:

Toneloc427 · Posted: Fri Feb 08, 2008 10:50 pm Post subject:

Not sure what the problem in EU is, NA seems to have things under control Rolling Eyes

:

http://www.tomtom.com/news/category.php?ID=4&NID=482&Lid=4&TT=7a1281c3%3Ababa37bd%3A00000000%3A00000000%3A00000000%3A00000000%3Apfcf6pmkuston1buq0tdg1cn83

Seriously though, even if the CSRs I've talked to haven't been as well informed or tech savvy as they ought to be, they have at least been patient and TRIED to be helpful. And they have two levels of support, so if the first person you talk to (Level 1) is only trained to answer basic questions, the Level II that they pass you on to is usually pretty solid.

LesP2008 · Posted: Sat Feb 09, 2008 8:29 am Post subject:

Steady Toneloc, You've also got George Bush as well. Laughing

Toneloc427 · Posted: Sat Feb 09, 2008 3:29 pm Post subject:

Way to put me back in touch with reality Crying or Very sad

At least we've only got him for a few more months...

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