poor service re tomtom3 upgrade

tomjeffs · Posted: Thu May 13, 2004 1:29 pm Post subject: poor service re tomtom3 upgrade

I ordered my upgrade from v2 to v3 on the 15th April. I understand that by then, the product hadn't been released, but to date I have still not received my order.

TomTom will only state that my order is 'CAPTURED', which basically means they have taken payment, and not delivered the upgrade. They have not given me an ETA on delivery, and will not allow me to download it instead (I have the bandwidth).

I asked to cancel the order because of this (and the generally poor reviews on this forum), and today they told me that I cannot cancel the order. I have to wait until it is delivered, and then return it, and be refunded. You can imagine, this is going to cost me money, unless I refuse to accept the package from the courier.

This is the last time I buy anything from TomTom.

What can I do about this? Does anyone agree, this is very poor customer service? Why refuse to cancel the order, when it would be cheaper to do so for all sides?

minesapint · Posted: Thu May 13, 2004 3:16 pm Post subject:

I ordered my upgrade on the 14th april money taken on the 19th april, and like you, i still have not received my order oll it ever said in my tomtom is
shipping status: warehouse
3 phone calls 10 e-mails i give up in end.

BrianA · Posted: Fri May 14, 2004 5:36 am Post subject:

Like you I placed my order on 19 April and have yet to hear anything past the standard order acknowledgement.

The FAQ on the website says this:

AngelaK · Occasional Visitor Joined: May 13, 2004 Posts: 23

If they have not dispatched it there is no earthly reason why you should not be able to cancel. They should not have taken the money from your card until they were ready to dispatch. If you used a credit card or a visa debit contact your card issuer and tell them that the goods have not been received. They are jointly liable and will refund your money (consumer credit act), they in turn will get the money back from TomTom.

Angela

BrianA · Posted: Fri May 14, 2004 11:42 am Post subject:

What I can't understand is why they don't have a download option. For anyone with ADSL that's a perfectly viable alternative.
_________________
Brian Abbott

Go 520 + Navcore 8
(was a happy PDA user until TT stopped updating the software)

minesapint · Posted: Fri May 14, 2004 12:47 pm Post subject:

Well i have just received my upgrade today
its still saying in my tomtom shipping status warehouse.
i never did get the e-mail saying it had shipped.
so maybe the 3 phone calls 10 e-mails worked after all

DavidW · Posted: Fri May 14, 2004 6:54 pm Post subject:

Cancelling an upgrade order, especially by charging back on your credit card, is probably a bad idea. If you're not careful, you'll find your Navigator 2 product code will remain marked by TomTom as having been used to upgrade, and they won't let you order the upgrade again. Unfortunately TomTom's customer service sometimes leaves a lot to be desired...

Downloads - we have debated this in the past. The cost of hosting the number of downloads that people would want is potentially quite large, especially as some Navigator 3 products are bigger than the Navigator 3 GB disc (which is 701MBytes). The Maps of Western Europe are on something like 7 or 8 CDs.

As has been said in the past - never underestimate the bandwidth of a van full of disks.

701MBytes would be a pretty painful download for most people, even if they have ADSL or a cable modem. I do use some software that is shipped electronically (VERITAS Backup Exec for Windows Servers 9.1), and at around a 400MByte download, that does take a while even over a broadband Internet link.

As maps are not usually updated for around a year, and shipping physical CDs with a product code label inside saves all the customer service hassle of people whose product codes for online software purchases have been lost, I doubt we'll see TomTom change their current distribution method unless something about the product changes (for example, a move to more regular map updates by subscription, or the ability to 'roll your own' maps with just the regions you want - both of which are used by some of TomTom's competitors).

David

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