USA/Canada 7.20 available in Map Guarantee

[bednorem]

The USA_and_Canada 7.20 map has been available for sale for a few weeks now. But it just recently became available under the TomTom Home 2.0 "Use your Map Guarantee" tool. Also, the earlier 7.20 bug causing mismatched spoken street names seems to have been fixed.

 

[Danmp]

i've just bought a 920, and i dont have the 7.20 map and tt home said i have the lastest map ?!

 

[dhn]

i've just bought a 920, and i dont have the 7.20 map and tt home said i have the lastest map ?!

First of all, you do NOT want the US&Canada 7.20 map, you want the North America 7.20 map.

Home is notorious for saying you have the latest map when you don't; the LMG selection is, uh, not the best functioning module in the world.

Call TTSupport. You more than likely will be requested to provide a scan, fax or photo of your sales receipt.

Having said that, you are entitled to the latest map within 30 days of first logging into TTHome. There is some feeling there may be a newer (than 7.20) map available sometime in August but don't cut the timeline too short before at least getting 7.20.

 

[Danmp]

Thank you for the information, but for calling tomtom customer service, I'm from quebec and I'm not fully billangual, and in north america we don't have french customer service, and I if I call to the us customer service, I think i will understand 40% of what they will say

I tried yesterday to send them a email , and I'm still waiting.

 

[dhn]

Thank you for the information, but for calling tomtom customer service, I'm from quebec and I'm not fully billangual, and in north america we don't have french customer service, and I if I call to the us customer service, I think i will understand 40% of what they will say

I tried yesterday to send them a email , and I'm still waiting.

If you speak English as well as you write it, you'll be ok.

Just ask them to speak slowly.

 

[Pedro2NR]

Emails will be fine but a phone call gives faster results.
Be prepared to scan your receipt

 

[Gilbert]

If you speak English as well as you write it, you'll be ok.

Just ask them to speak slowly.

I consider the lack of French speaking NA support to be a serious matter and quite unacceptable. They should have at least one person, even if it meant that that individual would call back the customer. I can consider myself as fairly bilingual but can be ill at ease when dealing with phone support. There is the aspect of pronounciation. Some people I can understand very well and others can have me sweating. For instance I could barely understand 40% of the dialogues in the movie ?Brokeback Mountain?. Not that the words were unknown to me but I was unused to their pronounciation. Similarly, I need a good 15 minutes into an Australian movie before I get used to their pronounciation. I use my TT in the French language but, if I am on phone support, I would need to translate, on the fly, every screen and instructions which is quite unnerving. Not that I don't know the English words and expressions but to translate on the fly means you have to have the English equivalent right then and there and is not easy if you seldom or ever use the English language on your TT. Doing it by email removes much of this stress but never could figure out the email address of tech support for North America or Canada. When I specifically asked for it on the phone, I was given the marketing email address since I requested for the French Canadian computer voices. When I tried to find it in Home, it just went into a loop and never showed anything. If TT expects to continue doing business in Quebec, they will need to address this problem.

 

[dhn]

All valid points, Gilbert. In fact, I wonder whether it is possible when a Quebecois calls the Support line, if they can ask if any support people speak French.

 

[Arno]

Doing it by email removes much of this stress but never could figure out the email address of tech support for North America or Canada. When I specifically asked for it on the phone, I was given the marketing email address since I requested for the French Canadian computer voices.

Gilbert et Danmp,
A partial solution for you may be to go to your MyTomTom on the TomTom web site and "Raise a Support question."
I usually cut and paste my 'question' into an eMail sent to myself but the actual Support question is quoted in their eMail reply to you.
An additional advantage of 'asking' through their web site is that there is a record which you can refer to if you then make a follow up telephone call because of their unsatisfactory eMail reply.
Bonne chance,
Arno

 

[Gilbert]

All valid points, Gilbert. In fact, I wonder whether it is possible when a Quebecois calls the Support line, if they can ask if any support people speak French.

When I called tech support back in January about downloading French computer voices, I asked if anyone had some French knowledge and the answer was none whatsoever. The tech tried to have me maneuver in Home to get to the computer voices but guess he did not have a clue as I was naming all the ?fantasy? voices and he was wondering why I had no computer voices available in that selection...

There is one guy frequenting this board from Trois-Rivi?res who works for Best Buy or Future Shop who complained his customers had to return their TT because of no French tech support.

I don't expect to immediately have someone who is fluent in French on my call to tech support but I could leave my name, phone and best time to call back and eventually have someone call. Alternatively to have French email support would also be nice. Personally, I prefer email as I can get all the details and make sure the information is exact and well documented. It also removes the torture of spelling my family name (Lefebvre) and street where I live (P?loquin) to non-French speaking people which nearly always require at least two spelling out.

 

[dhn]

The reality is that Canada is a small blip on the radar of TomTom compared to the US (compare the quality of maps covering areas in Canada vs those in the States) and Quebec is a small blip vs the rest of Canada as far as TT is concerned.

Wrong attitude, wrong approach, wrong business plan (if indeed they want to grow their business) and frustrating as hell people in PQ. I have no answers.

 

[Gilbert]

The reality is that Canada is a small blip on the radar of TomTom compared to the US (compare the quality of maps covering areas in Canada vs those in the States) and Quebec is a small blip vs the rest of Canada as far as TT is concerned.

Wrong attitude, wrong approach, wrong business plan (if indeed they want to grow their business) and frustrating as hell people in PQ. I have no answers.

I did not expect you to have answers, just wanted people to realize that engaging a phone conversation in any foreign language can be daunting.

Even in your own native language, a phone conversation about tech matters can be a challenge. I once did a bit of tech support on the phone when the regular tech support people were absent and can tell you getting the proper communication can be a challenge. Even recently, a tech support asked me about checking my desktop assuming my download would be there. In over twenty years of PC use, I've yet to download anything on my desktop... It took a while untill I realised he wanted me to check for the downloaded file!

When I opted for the TT brand, I expected the company to be aware of regional disparities as they first started to operate in Europe and had to deal with all the different national languages which they seem to support well and thought it would be the same here. Even the marketing of it, in NA, mentions all the language support. I guess my assumption was wrong...

 

[Danmp]

I didn't received any response to my email after 1 week, I hope they will answer soon, I'm absolutely sure they add the new street near me on the 7.20. For now I still on the 7.19... they are so slow

 

[rickier55]

I didn't received any response to my email after 1 week, I hope they will answer soon, I'm absolutely sure they add the new street near me on the 7.20. For now I still on the 7.19... they are so slow

I've heard a number of folks mention slow response to email. When I needed help, I called there support line, they were pretty nice, and were able to resolve my problem in pretty good time. (problem had to do with latest map guarantee)

Rick

 

[F22]

Gilbert and others - I fully "understand" as this is now an issue when I call "english" support for other products/services and the person on the other end of the line, "Mitchell" has this thick Indian accent. While off-shore support probably was a reasonable idea when it was first initiated, they have long since exhausted the supply of good English speakers....

Just wait till TomTom moves their support offshore and you will be speaking English with your French accent to an Indian speaking English with an Indian accent - it is coming

Anytime I watch a Shakespearian movie or even a local English dialect, like the Full Monty, it takes a while for my ear to adjust and finally understand the dialog.

 

[osfp]

i own a tt 920 and the version is 7.10 , when i try to update my go it is telling me that i have the latest update
why is saying this if the latest one is 7.20?
thanks

 

[dhn]

Because the Latest Map Guarantee functionality sucks.

If your unit is less than 30 days old, you are entitled to a map upgrade. Call Support. The may want a fax, scan or photo of your receipt but they'll make the map available for you.

Unfortunately, Support is quite accustomed to this type of call.

 

[rcacs]

Agreed that emailing support is fairly useless, other than they then have a record of your questions/problems.

I have often phoned, and recieved very good support in that manner.

I just finished a 10,000km trip on my bike, using my TTR2 and it works fantastic. I especially like the ability to insert waypoints and the trip statistics.

My buddy has a Zumo 450, and near was we can tell, it does not have the ability to insert waypoints on a trip. He wishes he bought a Rider2.

Cheers!

 

[Robm]

I'm still a firm believer that the maps should be guaranteed for a year instead of a month...

but I am just a single voice

 

[Danmp]

They asked me to fax the proof of purchase, and I don't understand what she said after that, I hear 48 hours of delay after I fax my proof, and she give me a reference number.

Someone did this , and succesfully get the 720 map? can you tell me what you done?