Tech Support: why is it so horrible at Tomtom ? Mon Jun 16, 2008 11:00 pm
Some months have gone by and I feel I can give an assessment based on experience of using the GO 920 AND using their tech support & customer support.
This is the fifth GPS navigator I have owned, my first TomTom.
With most consumer electronics products the after-sale support is only important when something goes wrong; with GPS units it's also critical even when the item is functioning correctly. Mainly because of map and technical updates and the complicated nature of these feature-loaded units like the 920.
The other reviews have give lots of info on the technical aspects of TomTom devices, so I'll just say that it works reasonably well if you don't expect to use features like voice-entry and bluetooth syncing with your cell phone. I would give it a 3 out of 5 for operational performance.
It's the customer support that really brings down the score: it's horrible! First, it takes many, many days to get an answer via email. Forget about toll-free phone assistance: you'll miss at least one meal waiting for someone to answer your call.
My 920 package included a fancy certificate with computer-generated code (called "Always up to Date") that supposedly represented one year free map updates of the maps that came with your unit. That's what the certificate said, and it gave instructions how to obtain these. Problem was, it didn't work, so this initiated many email requests for technical assistance from me. First they said I had to fax them my receipt, even though this model was introduced less than a year ago and the guarantee is for one year. Okay, once that was done, the Activation Code on my certificate was apparently inoperable and the 1-year guarantee it clearly stated turned out to be 30 days. And the maps it guaranteed? only North America, not all the maps (namely, Europe) like the certificate promised.
By the time all the delayed emails had been sorted out, my 30 days was up and I was out of luck. Too late to return it to the vendor, too.
Everywhere I asked for advice while shopping for this GPS I was consistently told "Buy Garmin" !! Foolishly I ignored this advice and now I'm stuck with a so-so unit that has one-year-old maps.
Re: Tech Support: why is it so horrible at Tomtom ? Tue Jun 17, 2008 2:01 am
I am confused was your map guarantee 30 days or one year. If it was a year then no problem..... if it was 30 days and you contacted Tomtom within those 30 days I would try and escalate to Tomtom management.
I had no problem with my 920. First I read related topics on this forum. After that I made request on TT site and attached scan image of receipt. It is true that it takes them few days to answer. So I waited for 3 days and called to technical support. My call was answered in few minutes and support person asked me to attach scan of my certificate. I attached it and in 2 days I was able to download new maps.
You gave an identical "review" on Amazon's TT 930 review page. Are you talking about 930 or 920?
I bought a 920 although they are so similar in features and identical in manufacturer that I put my review in Amazon on 930 page; especially since it's mostly about my customer support experiences. I hope that's okay.
I had no problem with my 920. First I read related topics on this forum. After that I made request on TT site and attached scan image of receipt. It is true that it takes them few days to answer. So I waited for 3 days and called to technical support. My call was answered in few minutes and support person asked me to attach scan of my certificate. I attached it and in 2 days I was able to download new maps.
I guess you're willing to go through multiple steps in order to get what's rightfully yours by way of a simple download after entering your certificate number. Why do they have a web page that asks you to enter your certificate number when they only accept a scanned or faxed copy of the certificate? Makes no sense; only a cynical, customer-unfriendly company would set things up that way. Since I don't have a scanner I'd have to go to a commercial shop and pay for a scan, I guess. If this is their policy, they should tell you up-front.
Re: Tech Support: why is it so horrible at Tomtom ? Tue Jun 17, 2008 3:58 am
BigwigXXX wrote:
I am confused was your map guarantee 30 days or one year. If it was a year then no problem..... if it was 30 days and you contacted Tomtom within those 30 days I would try and escalate to Tomtom management.
Yes, you're exactly right: it's very confusing.
The certificate says 1-year map updates for free, but their website and the email correspondence received from them says 30 days.
If you have any suggestions on how to contact Tomtom management I'd sure appreciate them.
Thanks for your comments.
Joined: 17 Jun 2008 Posts: 8 Location: Los Angeles, CA
Tue Jun 17, 2008 6:22 am
Sorry to hear you had the issues that you did. I love my 930. I was able to update my maps without any problems and never had to contact Customer Support. I enjoyed customizing my GO 930 the way I wanted. It's been an absolute joy to use since I've gotten it. If you don't like yours, you should sell it and get the Garmin you want. You might find the grass isn't greener on the other side, though.
Re: Tech Support: why is it so horrible at Tomtom ? Tue Jun 17, 2008 11:41 am
bigmutt wrote:
Yes, you're exactly right: it's very confusing.
The certificate says 1-year map updates for free, but their website and the email correspondence received from them says 30 days.
If you have any suggestions on how to contact Tomtom management I'd sure appreciate them.
Thanks for your comments.
As was mentioned previously, a scan or digital photo of your receipt and map guarantee is what is required. If it was a one year coupon you had then thats what you will get. I even got the one year on W_E maps as well as N_A maps by telling the support person I was dealing with I wanted the answer as to why he didn't think I should get W_E maps from his supervisor.
I have a 920 that I purchased in January. We have had two map updates for it since I got it. I had to contact support via email both times since they didn't appear on my account in Home. Both times I received the W_E and N_A maps. First time I had read here what they needed and scanned my receipt, the box (with serial number), and sent that in the original email. A day later I got a reply saying the maps were placed in my account for download. When the 7.20 maps came out and didn't show I just sent the same email but changed the 7.15 to 7.20 and again, a day later they were available to me. So far my experience with them has been excellent. They were quick to resolve the issue and get me going again.
I had no problem with my 920. First I read related topics on this forum. After that I made request on TT site and attached scan image of receipt. It is true that it takes them few days to answer. So I waited for 3 days and called to technical support. My call was answered in few minutes and support person asked me to attach scan of my certificate. I attached it and in 2 days I was able to download new maps.
I guess you're willing to go through multiple steps in order to get what's rightfully yours by way of a simple download after entering your certificate number. Why do they have a web page that asks you to enter your certificate number when they only accept a scanned or faxed copy of the certificate? Makes no sense; only a cynical, customer-unfriendly company would set things up that way. Since I don't have a scanner I'd have to go to a commercial shop and pay for a scan, I guess. If this is their policy, they should tell you up-front.
Making one email and one call does not bother me much. Of course it would be great to get it automatically.
thanks for all your repies, folks.
what amazes me is how generous y'all are towards this company that makes you go through all these steps every time you deserve a map upgrade.
and having to escalate things to a supervisor just to get your Europe maps, which you're entitled to?? how calmly you take for granted that this is what you'd have to do to get what's legally yours and what has been promised to you in writing by Tomtom.
I guess it's customers like this that Tomtom is counting on when they throw these roadblocks up.
But I'm here to tell you that Garmin is not at all like that: they go out of their way to provide their customers with what was promised, and then some. At least from my experience over the past 3 years with 3 Garmin products. Yes, yes, I know: I should have just bought Garmin GPS this time as well. And believe me, I'm kicking myself for not doing so.
It's just that Tomtom made their product appear so attractive, and I guess I just assumed I'd get the kind of service from them that I'd been getting these years from Garmin.
Anyway, I'm happy for you folks for being so patient and understanding with your Tomtom relationship.
But I did notice that several of you said that you discovered these additional required steps from belonging to this forum; what about all those customers who don't come to this forum and find out that they have to take photos of original boxes and receipts etc and go through this process just to get what's coming to them? I'm sure many just give up in frustration, as I almost did.
But I'm here to tell you that Garmin is not at all like that: they go out of their way to provide their customers with what was promised, and then some.
I'm not certain the grass is always greener on the other side:
well, I'm really disappointed to see that Garmin is also going the route of Tomtom with their customer service; that's too bad, since they're the largest here in the U.S.
The three Garmin products I've owned have always given me great satisfaction and very good customer service, but that was pre-2008 I will admit.
Oh well, what are ya gonna do, eh? I guess these companies can sell their products like hotcakes and still ignore the customer service, since GPS is so hot these days. that's where forums like this come in, I guess. we can help each other and warn each other, and so on.
And there must be a cheaper way to update one's maps than paying the really obscene prices they charge, like Tomtom charging $150. for Europe map update; UPDATE, mind you! That's more than Microsoft charges for their operating system !!
well, I'm really disappointed to see that Garmin is also going the route of Tomtom with their customer service; that's too bad, since they're the largest here in the U.S.
I'm not suggesting Garmin's support is bad by any means. I try to contact the support department from each of the manufacturers once every couple of weeks-- often for valid questions but also just to check their knowledge. Overall Garmin and TomTom have the best support, with a slight edge probably going to Garmin. But they all make mistakes from time to time.
Hey Bigmutt sorry to hear you are having problems with TT. I have a TT920 and I cannot say enough about the great support I have received from TT. I have never waited more than 4 min on the phone and I have always received a response by email within 24 hrs.
The CR reps have been courteous,knowledgeable and very helpful in all instances. I have to agree about Garmin NOT BEING the endall when it comes to Customer Support. I have friends who have Garmins and are not happy campers. One has just sold his 760 and bought a TT920 after he seen mine and he is very happy with it.
None of them are perfect and as with any product be it electronic or even an automobile there are some that will run into the situation you have.
Hope all works out well for you in your future choices.
Hey, just thought I'd update the latest regarding my struggle to get TomTom to provide the map updates they promised on the included (and fancy) certificate.
In two days I'm leaving for Europe, and one of the reasons I bought the 920 of course is to use it there during my travels.
Well, no updated maps provided by TomTom, even though they're rubbing it in my face by sending me emails ADVERTISING 30% off the price of their latest Europe maps, if I want to buy them.
So I guess I'm traveling with the old maps. hopefully not much has changed in a year.
No, this is my last TomTom purchase and even though Garmin apparently is just as bad, I'm going back to them; just based on personal experience.
I just got a 330s and i had no issues with the map update other than requiring a digital copy of the receipt. Personally I don't have a scanner, but i do have a digital camera, I uploaded the image, called support and in under 5 minutes, the updated map was available for download.
The only downside i saw to TomTom's technical support is their lack of flexibility regarding individual situations. I've been in phone support for many years, so I'm all too familiar with the need to take each person as an individual, I wanted to see how they would treat these types of situation. So when I pushed them in regarding the requirement for the receipt, I pointed out that the auto-update did not work and i wanted to know why i should go through the extra "hoops" of sending in a scan of my receipt (which i pointed out i could easily create on any computer). I had also mentioned that this unit has only been available in Canada for about 2-3 weeks... how could i not qualify?
Answer: It could be stolen, already activated or imported from overseas somehow and they had no significant response to the ease with which someone could "make up" a receipt.
As for my actual technical issue(TTS issue), it was "Download this, I won't explain what it does, run it twice, if that does not fix it, call us back" - it was an app to clear the flash ram... Someone here was kind enough to post the solution that worked.
It is unfortunate that you seem to have so much trouble with Tom Tom tech support.
I bought my 920 in February and although I have had to call support I haven’t had to wait long on line, 2-3 min tops. They have been helpful with all my situations. Yes I did have to send them a copy of cert & sales receipt but that wasn’t a big issue and within 20 min after a follow up phone call I had C\W Europe & N\A maps on my site for downloading.
I have since downloaded all the latest applications & maps without any issues.
I am not saying that TT support is perfect but I am certain they are as good as any including Garmin.
I would think a lot would depend on how you treat them when you call for support.
If they had just been reamed out by an inpatient customer just before you called and then you start ragging on them I would think you might not receive as good a service as you should but if you realize that they are just human and deserve a bit of courtesy before you call them it will reflect when you are talking to them.
and then you start ragging on them I would think you might not receive as good a service as you should but if you realize that they are just human and deserve a bit of courtesy before you call them it will reflect when you are talking to them.
where on earth do you get this from?????
what makes you think I did any of this ???
I am as courteous as a person can be, because I realize that's the best way to receive good service.
You must work for TomTom or something, garcor, to be defending them so strongly and presuming to know what kind of conversations I've had with them. Because in fact THEY are the discourteous ones, from my experience and almost everything I have read on other forums.
And if you are a professional, why should the previous call determine how you treat the current caller?
why should the previous call determine how you treat the current caller?
Because nobody is perfect and everyone has their breaking point. I've told more than one technician to take an unofficial break after a troublesome call to prevent just this type of situation. I also know that frustrations and lack of progress on a call can be generated by ***BOTH*** participants in the conversation. If you feel that you are getting bad support, ask for a supervisor, explain that you feel you are getting poor support and would prefer to troubleshoot with a different representative.
I'll agree with garcor about being courteous to the people you talk to. When i get on the phone as a supervisor, before i pick up that headset, i ask the technician "How did the customer treat you?" Based on that answer I'll handle the call one of two ways, I'll either go out of my way to help or I will "Stone wall" him and give him only what his warranty/support entitlement is, not one inch more.
Frankly, what impresses me the most is that TomTom is maintaining it's own tech support, it's not being outsourced at all. That speaks volumes in regards to how much they care for their customers.
No I don't work for Tom Tom and I am sorry to hear you are having the problems with them you say you are. It could be in your case you might have had better luck with Garmin I realy don't know as I have never owned a Gramin.
I have a 4 year old Magellan Meridian portable and it is not a bad unit (even if it doesn't hold a candle to my 920) and there support has been ok.
Technology changes a lot in 4 years just like computers so who knows.
I have had my 920 for 5 Mts now and I cannot say enough about the great support I have received from Tom-Tom.
I have never waited more than 4 min on the phone and whatever issues I have had they helped me though without a hitch including replacing my unit once.
In my opinion Tom Tom is one of the best if not the best GPS units one can buy and there support is as good as any.
I've needed to contact both Garmin and TomTom support this year. Garmin has always had a great rep for customer service and I agree with the opinion. I never needed TomTom support until a few months ago and I found them to be pretty good, not really any different than dealing with Garmin. Only impression I was left with in dealing with TT is that it seems they may tie the hands of their initial contact people a bit more in problem solving, but second level support has always been immediately available to authorize whatever needed to be done. I haven't had any issues with either of the two companies. Both top line IMO.
I am not sure how TomTom support is in general, but I do know that they really messed up with the 1 year guarentee.
I purchased a TomTom 920 with a one year guarentee in December. When they released new maps the automatic update didn't work. When I called customer support I was told that I needed to send them a copy of my receipt and the one year guarentee card. I informed them that I had the receipt but I didn't have the guarentee card anymore (my wife threw it out with the box). I also informed them that I don't remember the card saying it was required to get the one year guarentee otherwise I would have put it in a safe place. The TomTom representative agreed with me that it doesn't say it is required.
The problem is TomTom sold versions of the TomTom 920 without the 1 year guarentee. They have no way of knowing whether the unit I bought got the 1 year guarentee or not. They also indicated that they have had troubles with some of the codes not working correct. So the only way they can be for sure that I am eligible for the 1 year guarentee is to request a copy of the card.
I complained that I should not be punished for TomTom's mistakes. He agreed but said his hands were tied. The TomTom representative's advise was to go to a store that had a display unit. Sometimes the guarentee card would still be inside the box. Can you believe it.
I talked to a supervisor and he said there was nothing he could do without the card.
This is not a tech support problem, this is a management problem!
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