06-04-2012 11:21 AM
06-04-2012 11:33 AM
Whilst I totally agree that people shouldn't be abusing others etc, some of the posters on here are either wind-up-merchants or hardcore fanboys.
If every company and customer had the attitude "It's beyond our/their control, so oh well, nevermind" you'd be surprised that literally no product or service you have in the modern world would function most of the time.
Regarding compensation, what some customers on here are asking for is not unreasonable at all in my opinion. Try visiting your local supermarket and walk out with some goods without paying, see what happens. You'll probably find that you'll be liable for prosecution because you didn't pay for goods/services received. However in your world, people that pay for a new TomTom or LIVE subscription are not allowed to complain or ask for reimbursement when they haven't received services they've paid for?
I do work in the telecommunications industry within IT, I know for a fact that with the contracts we have with other carriers/ISP's/governments/companies we'd be paying out money for an outage with a length and severity such as this.
If TomTom have a similar contract, which they should, they'll be getting reimbursement, but I bet some of the people on here still think that shouldn't be passed onto the customers!
Ask yourself, would TomTom give you even 1 days worth of service if you hadn't paid for it, nope!
What about if you used the line "Sorry you haven't received my payment for LIVE subsription yet, it's beyond my control, it's my banks fault, they've had a fire at one of their offices". The answer would still be nope, we're not activating LIVE until we receive payment.
Like neilxfraser stated, there are some serious holes in every companies redundancy and resiliency solutions, I agree. But when they have impacts on this scale, companies should take a serious look and re-acrichtect their solutions.
I would say however that their are fundamental design and disaster recovery flaws at both Vodafone and TomTom. Looks like Vodafone have a single point of failure for their entire NL customer base, inadequate redundancy, inadequate DR, in fact its even more of a farce that the fire wasn't even at their building!
It looks like TomTom's flaw is in using NL sim cards in every GPS device instead of one for the customers home country, this causes a dependancy on communication from the users home country and NL, something which was an accident waiting to happen, theres so much more than can go wrong this way.
All this said, I'm one of their customers who has a newly purchased 1005, LIVE hasn't been working since I've had it, so I haven't used it yet, can't wait to see it up and running though!
06-04-2012 11:44 AM
Hi for anybody that is reading.
I contacted TT this morning, a chap called Stephen answered, who was very understanding of the problem , and had highlighted TT are doing everything they can and recgonise this is a seriousproblem. They have also had ambulances and other people calling in , so TT fully appreciate the issue.
TT advsied that the live services are affecting mostly everyone. Germany not so much, as they have an active server but cannot clearley overload it. TT are working all over the weeknd to try and resove the problem. I suspect it may take a day or two to get the service up and may require another patch, we as the user community may need to connect to a different server. TBA.
I hope this small bit of information is of help. So for those of you waiting for live services, dont, as i doubt it will be available in the next 24 hrs. At least if you have a GPS you can get where you need to go.
All the best and to those who are having an easter holiday.
06-04-2012 11:57 AM
I think (and really hope) that TOM TOM (as serious vendor) give us some credits against the lack of services.
At least, my expectation is the LIVE CONTRACT EXPIRATION DATE WILL BE POSTPONED BY A MONTH OR MORE.
This is what a good vendor can do for its customers.
06-04-2012 12:21 PM
06-04-2012 01:12 PM
I am in UK and I just purchased my Go LIve 1005.
When I go into parameter to see my connection I have no bars, so no signal.
I have a blank for MCC/MNC.
My SIM ID appears and disappears, I do not why.
After the problem of GPS fixing, I have this now.... I am quite disappointed by Tomtom...
Hope that someone can help me.
06-04-2012 02:34 PM
Loss of service over the Easter weekend!!! TomTom have a way to go to compensate for this. So what if Voda had a fire in one data center. Its TomTom's decision to implement a non resilient solution (because its cheaper) routing through a single point of failure. If there's an outage and the service fails the buck stops with TomTom and they should pay.
06-04-2012 03:40 PM
LIVE SERVICE TOMTOM BY VODAFONE GSM PROVIDER
Interference from Vodafone continues!
The outage Vodafone is not over yet. "We are making steady progress with the recovery of the mobile network," a spokesman of the telecommunications company said Friday. According to him it may be some time before all the customers can call again.
A fire Wednesday in Rotterdam to Sun 300,000 customers of Vodafone in the Rotterdam-The Hague did not call and text. The fire raged in a building next to the office of the telecommunications company. A quarter of the 5.3 million customers were affected by the outage.