Praise for Tomtom Support

[charlesg]

I know we all criticize companies when they do something we don't like but this is a post to praise TomTom.

Monday 8/17/2009 I discovered my GO 930 would not attach to my Windows XP machine. I checked this forum and TomTom on-line support and all suggestions failed to resolve my problem.

Tuesday morning I submitted a request to TomTom support who replied with suggestions that failed.

Wednesday morning they sent me an RMA number with no hassle. Wednesday PM I overnight-ed my TomTom to the designated address and it was received Thursday morning.

Friday morning I got a tracking number for a replacement unit.

Monday, 8/24/2009 AM I got delivery of a fully functioning unit. AND, when I started it up, I got the latest versions of the maps downloaded - a bonus.

I think 6 calendar days or 4 business days for a full resolution is remarkable and praiseworthy.

Well done TomTom!!

 

[Masspark]

Another satisfied customer

We are often quick to criticize companies when we are unhappy with their service but slow to acknowledge positive experiences we have with them.

I am writing to praise the level of customer service I have received since purchasing my GO 930 last year.

My first interaction with TomTom customer service was about the FM transmission issue. They gave me accurate information about the company's position and what they were planning to do to resolve issue and followed through. They also generously gave me free map updates to make up for what they agreed was a problem caused by them.

My latest problem is with the map update service. I live in Vancouver, BC and cannot purchase upgrade service without being billed in Euro Dollars. ( Nobody has figured out a solution yet )
Once again, they have graciously provided map upgrades until problem can be resolved.

Thank you TomTom for providing me with excellent customer service.

My best,
Richard

 

[gatorguy]

You see that DHN? You could be getting free updates until "they fix this". Sounds like Garmin's Lifetime Maps to me

 

[dhn]

Caught my attention, yes!!

Unfortunately, I still have 2 more maps to go under the subscription where I did indeed have to pay in Euros (along with the VAT)

 

[Masspark]

Map Upgrade Service

So I gather that I am not the only one who experienced problem with upgrade service.

It is baffling that I cannot buy this service in US dollars even though I want to.
Not too many businesses that I know who can't accept money from a customer who wants to purchase their service.

Hope I did not cause a stir by posting my positive experiences with TomTom.
My intention was to commend them on their excellent service in regards to my personal experience with them.

Richard

 

[gatorguy]

Didn't cause a stir at all. And no you're not the only one that's complained about the way the Canadian market is handled. Just nice to know they're flexible . . . DHN

 

[dhn]

About time we Canucks got some type of break from TT.

 

[sageuvagony]

DHN still needs to move to Boston Just think of all of the ALG you'll enjoy!

 

[Masspark]

Map Update Service

Caught my attention, yes!!

Unfortunately, I still have 2 more maps to go under the subscription where I did indeed have to pay in Euros (along with the VAT)

Have you heard of any workarounds for Canadians wishing to purchase the Map Upgrade Service?
Paying in Euros is quite the premium above the US subscription pricing.

Regards,
Richard

 

[dhn]

I did see a Canadian poster (from BC, as a matter of fact) who did say he was offered map subscription extensions because of the problem. I couldn't get that offer.......

In fact, I sent an email to the president of TomTom-North America, voicing my concerns. Never got a reply, even a patronizing one. Not that I expected one.

 

[Masspark]

I spoke with Customer Support with my concerns months back and they agreed to update my maps when I voiced my concerns. I was fortunate in that the first support representative worded his response to me in such a way as to infer that the Canadian Map store would be functional before the next 3 month map update release. When that did not occur, a supervisor granted me one more final map update.
I need to find a way to purchase the Map Update Service before next map release occurs and I was hoping that someone on this forum from Canada had figured out a way to do so.

My best,
Richard

 

[Masspark]

Could be new pricing for Canadians wishing to purchase Map Upgrade Service.

I just went through the motions of ordering it through TomTom Home and was quoted a newer price of $39.80 Euros. I didn't pull the trigger until I am sure there are no other hidden costs. I believe the original cost was more like $69.80 Euros.

Wonder if anyone else can confirm that new pricing has indeed been instituted.

 

[dhn]

The 20% VAT doesn't get shown till you actually make the payment.

 

[Masspark]

I just purchased the yearly Map Upgrade Service.
The price has indeed come down for Canadians.
The bill: $33.45 Euros plus $6.35 (19% VAT) for a total of $39.80 Euros.
This translates to roughly $62 Canadian for the yearly service as opposed to the approximate
$52 Canadian cost based on a $49.80 US rate. Still a $10 CDN premium but close enough for me to just say buy.

My best,
Richard