NOW THE DUST HAS SETTLED

mow · Posted: Thu May 19, 2005 6:12 pm Post subject: NOW THE DUST HAS SETTLED

Ok now all the dust has settled following the v 5.0 and map upgrade how do I feel.

Well a bit miffed that yet again I purchase a product one month before a new version is announced, but hey, what’s new I always seem to do that, cameras, cars, it makes no difference, as soon as I buy, the new version is announced. But still I like the product and it works for me.
And then the new v 5.0 software – all that we have been asking for, what a customer focused company – and when it comes am I disappointed, no I like the functionality, the route demo, great and all the other bits, wonderful – but I still get a bad feeling seeing all the grayed out areas that I could have had for less pounds in the new version., still never mind the new maps are coming, this GPS thing is really exciting.
And then they came – new maps – new maps ? – well some changes, more road names, but no sign of the new roads. What a let down, I read all the comments in the forum, now understand all the reasons for delays in publishing new roads, here what Mike the GPS guru says, but I can’t help still feeling disappointed and let down. This great product, this great customer centric company, has disappointed me, I just can’t help it. But one consolation, I do like the post code function, but I am hearing that it isn’t accurate, oh please not that now.
But never mind, the product works, think back to the maps and paper instruction days, this is still a great product and I will stick with it. But one thing – Tom Tom – listen to the comments from this forum – it’s a great gauge of customer feeling.

Mike
(not the guru)

MikeB · Posted: Thu May 19, 2005 7:44 pm Post subject:

I can assure you that TomTom do read this forum, and not just the TomTom forums either. They do take notice of your comments though it may not seem like it to us users.

As far as I am concerned the only thing that TomTom has done wrong is in managing people's expectations. There is often a breakdown in communications. A typical example is the release of 5.10 software today. There was no indication that it was going to be released, we had no forwarning, we were not told what had been changed in it. We were aware that new software was going to be available soon as we are testing the 500/700 software but no dates had been mentioned.

This seems to be a common failing. Announcements are made, and people's expectations are raised, but when the goods are received then they don't always measure up to the marketing surrounding them. That however is the same with everything though. I am well known as a "gadget man" and have learnt over the years to manage my expectations.

I think that the big failing for the mapping data was understanding what your expectations (as new users of GPS devices) were. For people who have used the navigation devices for a number of years it was exactly what I was expecting. I am ever hopeful that the newer maps would be include roads built more recently, but experience has shown me otherwise.

This makes me think that maybe we are partly to blame, maybe we could have described the map creation process better for you guys. There are plenty of articles such as the Navteq visit, and numerous forum discussions about this.

I think it is more the fact that GPS has moved from being a "specialist field" into being a mainstream consumer product. Devices like the GO and the Navman iCNs and the Mios, and a whole host of PNDs herald this fact. The problem is that the companies are having to adjust to the switch as well. Where we have experience and history in the "specialist field" this doesn't transfer well into the consumer arena. Essentially it is a learning experience for all of us, and one that will continue.

It may help ease frustrations by criticising and complaining about products, procedures, support etc, but at the end of the day it is not constructive. What mow has done here is to analyse his experiences objectively once the "dust has settled" ignoring the hype and criticisms and come to a conclusion:

jayd · Regular Visitor Joined: Mar 26, 2005 Posts: 86

Excellent post, just about sums this whole saga up perfectly. TomTom have gone from heroes to villans in a few weeks, but the fact is even though there are some serious customer service failings they are still offering us a great product, which will continue to get better, I think people expect a diiference in the magnitude of going from a paper map to sat nav every time a new release is announced, which as we all know won't and more importantly can't happen. So as you pointed out there are more positives than negatives and its time to concentrate on those but as you also said its human nature to not be satisfied.
_________________
TOMTOM MOBILE 5
NOKIA N70
Globalsat BT-338 Receiver

Evilution · Regular Visitor Joined: Apr 28, 2005 Posts: 61

The main matter still remains.
They release a new map every year, if there wasn't that much to update they could have said "sorry its going to be delayed, there is nothing to update" but no they release a map that essentially hasn't been updated much in the last year and sell it on the strength of the postcode search.

Either tomtom aren't updating the input from teleatlas or teleatlas are just bone idle, their job is to update the maps, if thats not being done, they aren't doing their job.

You don't pay a mechanic if he goes to lunch instead of fixing your car.

mow · Posted: Fri May 20, 2005 7:52 am Post subject:

pottsy · Posted: Fri May 20, 2005 11:23 pm Post subject:

I think my frustration has come from experience with previous (Garmin) GPS devices.

The upgrade from Garmin CS5 (2002) to CS6 (2003) brought the maps right up to date. The update was FREE as well. Yep, read that again, FREE.

I then bought the TTG and found the maps to be hopeless. Worse than CS5 (2002). The TTG upgrade was £62 and is STILL worse than the CS5.

I have stepped backwards when I moved to Tomtom. I have then paid to stay well behind what I left behind with Garmin.

I'm sorry, but whatever platitudes I read, the fact remains. Furthermore, my query to Tomtom about this has gone unanswered for a week.

They took my money, provided rubbish, and don't want to answer my question about this. I just don't buy the line "well, it takes ages to get maps up to date" when the old Garmin maps ARE significantly more up to date, and are now 2 years old. Especially in Scotland, the country Teleatlas seem to have lost.

I know that my next GPS will not be a Tomtom, and will not hold teleatlas maps. It will use Navteq, and will probably be a Garmin.

My choice, and I suspect the choice of many others.

I know I have lost my money, it's not much, but it sure as hell leaves a bitter taste for a long long time.

Dipstick · Occasional Visitor Joined: Feb 27, 2005 Posts: 32

But after all guys it's a buyers market if a company does the dirt on it's customers like TomTom have with there's then in my oppinion they should be hung out to dry.

Moderators dont make excuses for TomTom they are in this business to make money and survive in the real world, they know what they have done and if they are feeling sorry for anyone, it's themselves for not getting away with the Scam.

I am in the oppinion that Tom Tom are a victim of there own success and have been complacent and layed back thinking they have a captive audience, this is not so, as they will find out if they do not do the right thing for it's customers.

I for one will not buy any map upgrades, until this company have the common decency to inform it's customers what has been updated and was hasn't.

This has left a bitter taste in my mouth, but as you say it's time to move on and put this behind us.

Keith

pottsy · Posted: Sat May 21, 2005 7:50 pm Post subject:

Update:

My "question" on the support website expressing my huge disappointment with the "upgrade" has just been moved to "Answered". It said that because I had not responded to the reply in 48 hours then they consider the question "Answered".

Except they made NO REPLY!!!! No email, and nothing in the "thread".

Brilliant. Sad

[Imagine a long flow of bad language]

TOMTOM = Take Our Money, Trade Old Maps.

pottsy · Posted: Sat May 21, 2005 7:54 pm Post subject:

PS A good solution (ie the best thing I can think of if I were a director of TT) would be to:

a) Make sure the next lots of maps were good (ie get on teleatlas back) and

b) Supply the next maps FOC to all those who paid for these ones (who didn't succeed in getting a refund).

Fibre · Posted: Sat May 21, 2005 8:06 pm Post subject:

nobodynice · Occasional Visitor Joined: Apr 25, 2005 Posts: 24

i bought the GB SD card upgrade, tried to cancel at the time and they said they couldn't. It arrived over a week ago now and i am now in the process of sending it back to get a full refund. I am surprised at a few of the peoples posts that they were unhappy with the product, why haven't they just sent it back for a refund?

to be honest my reason for sending it back was not for the quality of map, just that i ordered the wrong upgrade (GB only instead of MOWE). It is also unopened which perhaps may be the difference.

mow · Posted: Sun May 22, 2005 9:12 am Post subject:

MikeB · Posted: Sun May 22, 2005 9:21 am Post subject:

Dipstick · Occasional Visitor Joined: Feb 27, 2005 Posts: 32

It seems to me that the dust hasn't settled yet??

Keith

Skippy · Posted: Sun May 22, 2005 8:51 pm Post subject:

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