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TomTom's appalling support or lack of it !!!

 
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cccfood
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Joined: Sep 29, 2004
Posts: 3

PostPosted: Wed Sep 29, 2004 2:24 am    Post subject: TomTom's appalling support or lack of it !!! Reply with quote

I've been a TomTom customer for nearly two years. Every time I try to get a question answered the response is ridiculously slow and usually they don't answer the question properly - another wait.

Take my advice and check out the support or the type of support the company is going to give. Support is the key to a good product. Recently I purchased a fantastic 4100 Navman GPS Bluetooth unit and had to telephone Navman. Fantastic, firstly they actually answer the telephone, secondly they are really helpful and thirdly within minutes my problem was solved and I was happy.

Tom Tom just forget it - their support is non-existant and is getting worse and worse - recently I had to telephone Holland - their HQ - because the UK telephone support number wasn't taking any calls - how pathetic.

Come on Tom Tom wake up before we all go to other providers that do care about their customers.

Charles Pedrick - M.D. CCC Food Group
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tedkay
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Joined: 23/10/2002 02:45:38
Posts: 223
Location: United Kingdom - Ringwood Hants

PostPosted: Thu Sep 30, 2004 8:27 am    Post subject: Reply with quote

Hi

I agree entirely. My experience of TomTom support mirrors yours. ALK (CoPilot) is just as bad.

I think a Forum topic along the lines of the existing 'Retailers to Buy from and Avoid' entitled something like 'Customer Support - Who's Good and Who's Bad' would perhaps encourage some of the worst Companies to improve and give the good Companies the credit they deserve.

Ted
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smudge
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Joined: Oct 04, 2004
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PostPosted: Tue Oct 05, 2004 12:45 am    Post subject: Reply with quote

I contacted Tomtom today via email and received an answer within the hour....This is the first time I've had any direct contact with them, so I was pretty impressed :D
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tedkay
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Location: United Kingdom - Ringwood Hants

PostPosted: Tue Oct 05, 2004 10:18 am    Post subject: Reply with quote

Hi Smudge

Was that a 'proper' reply or an automataed response?

As it happens I sent them an email last week and got a 'proper' reply within hours, which is a masive improvement. Maybe at last they have decided to address their terrible customer support reputation.......?

Ted
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lexuscol
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Joined: Jun 25, 2004
Posts: 102

PostPosted: Tue Oct 05, 2004 11:45 am    Post subject: Reply with quote

I had reason to contact alk, first by email, I am still awaiting acknowledgement let alone reply. second by phone they answered in person within 10 rings and solved my problem over the phone.
FWIW I think customer support should be priority, after all a satisfied customer is the one who returns and tells their friends, eg. more customers. more business
col
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smudge
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Joined: Oct 04, 2004
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PostPosted: Wed Oct 06, 2004 4:30 pm    Post subject: Reply with quote

tedkay wrote:
Hi Smudge

Was that a 'proper' reply or an automataed response?


Ted


Hi Ted....

Please could you explain what you meant by this comment !!!

We spend a lot of our life complaining when things go wrong (and rightly so)....So I thought it would make a pleasant change to congratulate a company for good service...

Mike.
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BigSecret
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Joined: Jun 03, 2004
Posts: 42

PostPosted: Wed Oct 06, 2004 4:35 pm    Post subject: Reply with quote

Some e-mail services are set up to respond automagically with a "we got your e-mail, a real live person will look at it sometime in the near future" e-mail. I assume Ted was asking if their response was an actual answer to your query or simply a recognition that you'd sent them an e-mail. The automated response allows the company to kid themselves that they have responded to your query within x hours but is actually of no help to anyone.
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tedkay
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Joined: 23/10/2002 02:45:38
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PostPosted: Wed Oct 06, 2004 8:12 pm    Post subject: Reply with quote

BigSecret

Exactement!

Ted
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StevenGourlay
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Joined: Sep 28, 2004
Posts: 808
Location: Ullapool

PostPosted: Thu Oct 07, 2004 9:45 am    Post subject: Reply with quote

The last time i called Tom Tom i spoke to fellow Scot who informed me that there where a few new starts including him to help with the phone. Things can only get better :-)
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Steven Gourlay
Bike Pics! Bike Chat! Visit-Ullapool
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smudge
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Joined: Oct 04, 2004
Posts: 6

PostPosted: Fri Oct 08, 2004 10:01 am    Post subject: Reply with quote

Sorry Ted ....I thought you were having a pop at me Embarassed

I received an auto answer immediately followed by a personal one about half an hour later..

I hope the clarifies the situation..

Mike.
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smudge
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Joined: Oct 04, 2004
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PostPosted: Fri Oct 08, 2004 10:05 am    Post subject: Reply with quote

smudge wrote:
Sorry Ted ....I thought you were having a pop at me Embarassed

I received an auto answer immediately followed by a personal one about half an hour later..

I hope that clarifies the situation..

Mike.


Spelling correction...is there a way to correct the spelling once you have posted to the forum ? ( i know it can be done on other forums)
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BigSecret
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Joined: Jun 03, 2004
Posts: 42

PostPosted: Fri Oct 08, 2004 10:15 am    Post subject: Reply with quote

Smudge,

There's an on going story behind the "can I edit my posts" question. But to cut a long story short, no you can't at the moment.
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delboy0754
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Joined: Jul 10, 2004
Posts: 296
Location: In the Office

PostPosted: Fri Oct 08, 2004 10:32 am    Post subject: Reply with quote

smudge wrote:
I contacted Tomtom today via email and received an answer within the hour....This is the first time I've had any direct contact with them, so I was pretty impressed :D


I can agree with this, tomtom support are usually good. One question i do have is, on "My Questions" in support page on TomTom site, how come i have questions sent in by Other members, I've sent the ref numbers with a query to TomTom, but as yet no resonse has been forth-coming.
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