LIVE Services - varying expiration date

[offthegrid]

Its not map related for everyone. I have the original maps the unit came with because TomTom hasn't changed a major highway change near me. Why pay for no change where its needed?

If you read the Pocket Gps thread it seems related to people trying to get the rolling month by month subscriptions which as Mike said never worked and probably something to do with the new models also but whatever its ALL at their end.

I'm not going to let them close out my ticket till they resolve something.

 

[Michael Quinlan]

I'm not letting them close my ticket either. I make sure I update it every two days to avoid it automatically closing after 72 hours of no updates. It amazes me that when you call with a problem, and their answer is that they're aware of the problem and that there is currently no solution, three days later the ticket gets a "solved" status. I used to manage an IT support department, and the TomTom definition of "solved" is very different than mine.

Somewhere someone reviews the trouble ticket statistics, and it wouldn't surprise me at all if the automatic closing of tickets is implemented for no other purpose than to skew the statistics.

 

[TomTomSucks]

According to their website my cases is now "solved" too.

I guess this is because their ticket system doesn't have a status "We don't care anymore" or "Screw you", so what are they supposed to do.

But I was able to add a new question and now my case shows up as open again. So whenever my case is closed I will continue to ask them why they suck so much until they are out of business. I have a feeling that this probably won't take too long anyway.

BTW: I did not do the latest map update that came out a few weeks ago. My last map update was at least 4-5 months ago, so I don't think all cases are related to the latest map. It is clearly a software related problem and pretending that my device is defect is nothing but a lie.

 

[Michael Quinlan]

I don't think opening a new ticket has the same effect as keeping an existing ticket open. Opening new tickets and allowing them to close a few day later can make it look like the support department is really gung-ho, solving lots of problems in short order. Keeping an existing ticket open gives quite another impression, and might eventually get someone's attention.

BTW, after making absolutely no changes to my device, I turned it on today, and even using the 845 maps, weather no longer works, but Google search still does. While I prefer this to 850 maps and no Google search, it's only slightly less infuriating.

 

[offthegrid]

I put this thread and the thread from Pocketgpsworld into the last message I wrote for my ticket and yesterday nothing worked - I did a soft reset and everything worked - the dates were all for 9/2010.

Pocket GPS World - SatNavs | GPS | Speed Cameras

 

[offthegrid]

Correction, they did not update them. I just looked at the first page which now has an added section - it says Google then it has "Live Services" with the 9/2010 date. The next page has the rest with the same old dates including 'Google Local Search". So they just added a new item that gets me Google.

I still can't get Weather but I don't care about that. I'm going to let them close out the ticket though because at least they got me the

 

[joconnorca]

Same here!

Google works for me now too!, saw they added "live services" line in the menu, and no weather, but the google search and traffic are the most important to me too! good luck all, and thanks for the updates!

 

[TomTomSucks]

Here is a short update on my case. Yesterday a TomTom rep called me and for a change everything he said made a lot of sense. They are now offering to replace my device free of charge to get my LIVE services working again. So I hope my case can be really closed in the near future. I hope they will get things working again for everybody in one way or the other.

 

[canderson]

I'm wondering if these unit replacements aren't just to get the serial numbers out of the system. With a new unit, you can start a new account with a new serial number. Based upon some of the stories we're hearing, there are either multiple problems involved, or a real problem with their server/database for Live services.

 

[Michael Quinlan]

I'm wondering if these unit replacements aren't just to get the serial numbers out of the system. With a new unit, you can start a new account with a new serial number. Based upon some of the stories we're hearing, there are either multiple problems involved, or a real problem with their server/database for Live services.

I was wondering the same thing myself. If that's the case, they could probably accomplish the same thing by using a dummy serial number to replace the actual number, and then restoring the original number. Kind of like doing an ESN swap between two phone accounts - you need a dummy number to fill in the otherwise empty field during the process.

Even though I bought my device over 14 months ago, I was pleasantly surprised to find out that the failure and subsequent replacement of my original unit 2 days before my warranty expired has resulted in my warranty still being valid. Apparently replacements/refurbs come with a minimum 6 month warranty. I'll be sending mine in for a replacement tomorrow. With the failure of the first replacement to boot properly, this will be my third replacement in less than 3 months.

I'm starting to build up quite a collection of windshield mounts, chargers and desk docks. I already have a windshield mount for each car, plus the one I disassembled so I could attach the electronics part of the mount to a Garmin friction mount. It looks a little funny in the ball/socket area, but it's solid as a rock, with no dependence on a suction cup to keep the pieces together.

 

[canderson]

I was wondering the same thing myself. If that's the case, they could probably accomplish the same thing by using a dummy serial number to replace the actual number, and then restoring the original number.

Except I think their problem is that their database application isn't allowing them (well, MOST of "them", anyway) to modify (or equally important, DELETE) the relevant record that is already associated with the serial number. I get the feeling they are just leaving the problem record in the database, never to be looked at or used again - and are having to "retire" the serial number associated with that record as a result. Sounds totally bogus, but it's hard to account for what they're asking their customers to do in any other way I can imagine. This has got to hit their bottom line pretty hard in the next quarter if the impact of this and other issues on Live services associated with recent updates is as widespread as it appears to be.

As for the collection of surplus accessories, I expect to see your account on eBay pop up soon

 

[mvl]

Except I think their problem is that their database application isn't allowing them (well, MOST of "them", anyway) to modify (or equally important, DELETE) the relevant record that is already associated with the serial number. I get the feeling they are just leaving the problem record in the database, never to be looked at or used again - and are having to "retire" the serial number associated with that record as a result. Sounds totally bogus, but it's hard to account for what they're asking their customers to do in any other way I can imagine. This has got to hit their bottom line pretty hard in the next quarter if the impact of this and other issues on Live services associated with recent updates is as widespread as it appears to be.

As for the collection of surplus accessories, I expect to see your account on eBay pop up soon

Tomtom really needs to better test their purchase/renewal process on LIVE services. There always seems to be repeated renewal issues, and seeming endless device swaps. And they need to better prioritize fixes if connected devices are core to their future strategy (as mentioned in their financial call).

If any competitor's device had anywhere near as good traffic avoidance, I'd guess that most of the 740 customers would have jumped ship a long time ago. I haven't yet seen a good side-by-side with the Garmin 3790t yet, but if that device proves to be even half as reliable in routing as the 740 is, Tomtom's high end customers would start leaving in droves.

 

[Michael Quinlan]

...This has got to hit their bottom line pretty hard in the next quarter if the impact of this and other issues on Live services associated with recent updates is as widespread as it appears to be...

I agree. Shipping replacement devices and "refurbishing" returned devices can't be an economical way to deal with a problem that doesn't involve defective hardware or software on the user's end. This is particularly true if the real cause of the problem is not addresses, leading to an ongoing series of replacements for the same device.

Anyway, after another $12 in UPS shipping, my device is on its way back to the FWS Fulfillment Center. I'm keeping my fingers crossed that whatever side effects the device swap has will actually solve the problem - at least until it pops up again.

 

[Michael Quinlan]

Well, It's Saturday, and my replacement device arrived on Monday. First thing: full backup. To my amazement, I was able to update to the latest maps, fuel prices, etc. I noted that software version 8.xxx was on the device, so I decided to update. After a restart, I was still at 8.xxx. Puzzled, I attempted to update again, and Home told me there was an update available. So I updated, this time to 9.054. Then I discovered LIVE services didn't appear to work.

After reading about error 1008, I decided to remove the software and install 8.xxx again. Everything seemed to work, except that my expiration dates were still screwy for some services, yet they all worked. Ahh... time for another full backup.

Being a glutton for punishment, I entertained the thought that the earlier failure had nothing to do with my software of device, that it might have just been a temporary connection issue with TomToms servers, and that maybe I could update my software without issue. With a full backup at the ready and fingers crossed, I updated to software 9.054 again. To my amazement, everything seems to work, albeit my screwy expiration dates are still screwy, but the valid dates have now moved an additional month into the future.

As long as everything works, I am willing to ignore the screwy dates. Overall I have to say that I am pleasantly surprised by this unexpected turn of events - that being that it actually works.

Keeping my fingers crossed, and about to do yet another full backup.

 

[c4791p]

Considering my TT470TM Live is less than 90days old, I pray TTCS finallyfigures out this is Server software problem at their end because I will be really resistant to a referb unit.

I too have open a trouble ticket with TTCS because I renewed with about 30 days left on my initial free 90 for live services, AFTER I saw earlier posts which essentially said "whatever you do, don't let your live services subscription end." After renewal, like all of you, according to an email from TTCS 5 days after I opened my complaint they have confirmed my subscription data in their server is correct and all the live services subscriptions are current, however they have yet to explain why my TT shows "TomTom Traffic", "TomTom Safety Cameras", "Fuel Prices USA" "Google Live Services", "Weather Live Services" and "TomTom Buddies" all show the same valid subscription date, while "Google Search", "TomTom Weather" and "QuickGPS fix" show expiration is 12 days away (which would match with the 90th day after I first turned on the TT740.)

Now interstingly, on the phone I actually had one of the reps tell me not to worry, that those 12 day away deadlines only showed when I had to cancel my Live Services Subscription if I wished to avoid the future renewal and get my prepayment returned.

Will be interesting to find out what happens 12 days from now>

Chuck

 

[c4791p]

Considering my TT470TM Live is less than 90days old, I pray TTCS finallyfigures out this is Server software problem at their end because I will be really resistant to a referb unit.

I too have open a trouble ticket with TTCS because I renewed with about 30 days left on my initial free 90 for live services, AFTER I saw earlier posts which essentially said "whatever you do, don't let your live services subscription end." After renewal, like all of you, according to an email from TTCS 5 days after I opened my complaint they have confirmed my subscription data in their server is correct and all the live services subscriptions are current, however they have yet to explain why my TT shows "TomTom Traffic", "TomTom Safety Cameras", "Fuel Prices USA" "Google Live Services", "Weather Live Services" and "TomTom Buddies" all show the same valid subscription date, while "Google Search", "TomTom Weather" and "QuickGPS fix" show expiration is 12 days away (which would match with the 90th day after I first turned on the TT740.)

Now interstingly, on the phone I actually had one of the reps tell me not to worry, that those 12 day away deadlines only showed when I had to cancel my Live Services Subscription if I wished to avoid the future renewal and get my prepayment returned.

Will be interesting to find out what happens 12 days from now>

Chuck

The plot thickens.

I appear to be caught in the TT trap of "lets close tickets so our record looks good."

When I wrote previously, I still had my CS ticket open awaiting written response while a phone call had reported as I said above. Today I received a written reply from CS saying since all had failed to fix issue by email I should call TT and give case ## to talk with a tech.

That call resulted in my case being "closed" and a new one opened,and what am I told to do -- you say?

1. Soft reset.
2. Hard reset.
3. Wait until the remaining 10 days of my original free 90 live services period passes and my issue of having Live Services (google search, QuickGPS fix and TomTom Weather) counting down to expiration, "should go away."

I'm not mucking with my unit until 8-29-09, in hopes the issue goes away on its own.

 

[Michael Quinlan]

During my last open ticket, I purposely logged into My TomTom (on their web site) to update my ticket every 48-72 hours. My comment was always "Remains unresolved". In addition, if I had tried anything and gotten results worth reporting, I included that information. I have no idea if keeping the ticket open actually did anything to resolve the problem by prodding them to eventually replace my device, but it certainly made me feel better thinking there was someone on the other end grumbling about my open ticket screwing with their statistics.

When they send out that "solved" email, I don't think they're referring to MY problem of having a device that doesn't work right, they're referring the THEIR problem of having a lingering open ticket. Getting the customer to go away appears to be at the top of their goals list. Getting the customer to go away happy is preferred, but not necessary.

To be fair, it can't be immediately determined if certain types of problems have been fixed while you're on the phone with them, or if your issue is being handled via email; and happy customers with problems that have been solved report back to convey their satisfaction rarely, if at all. So at some point TomTom is justified in closing open tickets when there has been no communication for a period of time. The period they use is way too short though.

 

[c4791p]

During my last open ticket, I purposely logged into My TomTom (on their web site) to update my ticket every 48-72 hours. My comment was always "Remains unresolved". In addition, if I had tried anything and gotten results worth reporting, I included that information. I have no idea if keeping the ticket open actually did anything to resolve the problem by prodding them to eventually replace my device, but it certainly made me feel better thinking there was someone on the other end grumbling about my open ticket screwing with their statistics.

When they send out that "solved" email, I don't think they're referring to MY problem of having a device that doesn't work right, they're referring the THEIR problem of having a lingering open ticket. Getting the customer to go away appears to be at the top of their goals list. Getting the customer to go away happy is preferred, but not necessary.

To be fair, it can't be immediately determined if certain types of problems have been fixed while you're on the phone with them, or if your issue is being handled via email; and happy customers with problems that have been solved report back to convey their satisfaction rarely, if at all. So at some point TomTom is justified in closing open tickets when there has been no communication for a period of time. The period they use is way too short though.

I guess my experience managing telecommunications and data systems maintenance is just too outdated then, and doesn't fit with current maintenance and customer support practices

My directors saw all the statistical reports monthly, but two questions always asked were: (1) did the problem stay fixed (for that particular user) and (2) are we seeing a trend in reports of failures having common symptoms.

From what I read, it appears unlikely we could have common end-user hardware failures since so many differing production runs have to be involved. The common thread? The Lives Services Server software. But do we hear any believable comments repeatedly saying that software is being investigated? Not that I am aware of.

Looks like new style managers worry about other things.

Chuck