Map purchasing

[SlimboyFat]

Hello,

I bought the Map Update Service in July 2011 at a time when TomTom had the 6 for 4 (18 months for price of 12 months) offer. I believe that I still have 2 updates to go.

I have spotted that the same offer is on again.

Is it possible to purchase the map update now, at the offer rate so that I will have paid for the next 8 updates.

TIA

Slimboy Fat

[Lupus1 Elite Voyager]

Hi,

if you purchase a subscription the new one will start at that time when the old subscription ends. So yes, if you purchase an update service now but still have two updates to receive the now purchased service should just start after you've received those two updates from the old subscription.

I recommend to make a screenshot showing the end of your current subscription to have some proof if there goes something wrong.

Also please keep all receipts you've got and may get to be able to proove the dates of the subscription if necessary.


Regards
Lars.

[SlimboyFat]

Thanks for the reply,

Is there A Contact link to email TomTom, might try to get them to confirm this in case they later try to say it doesn't work like this..

[Lupus1 Elite Voyager]

Hi,

please follow the guide which I've written some time ago. I've appended it below as a hyperlink.

FAQ - How to contact TomTom customer support (hyperlink)

Regards

Lars.

[pmrozek]

How is working UK support:

Customer Personal Information removed 15/04/2012 08.59 AM

Thank you that you agreed that I will get only 07 map updates.

1. TomTom 1005 v2 - agreement:
"Map guaranteed. If a new map for your GO LIVE 1005 Europe is available within 90 days of first use, then it Free." (Map update (90 days) - till 04/07/2012 - the first time I used TomTom on 04/04/2012)

2. Map update card 24 months - agreement:
UK: "Always drive with the last map. This Map Update Service card allows you to download every single release of your map over 24 months - that's 8 maps over 2 years!" (over 24 months? extending old Map Update - my maps update should be valid till 4/07/2014, not till 7/04/2014)

The product is not working, like in your advertisement, so it is the scam.

Response Vella (UK) 14/04/2012 04.17 AM

Dear Mr Mrozek,

The reference number for your query is 120407-002916.

This is Vella again from TomTom Customer Support.

I am wondering if you had an opportunity to review the e-mail sent on 12/04/2012.

Normally, as a process, the cases get automatically closed within 72 hrs of 'No Response'. Hence, I request you to reply at the earliest, so that we can chart the course of action accordingly. Even if the incident will be closed automatically, you can simply update this incident and we will assist you further. So be assured about it.

We appreciate you using a TomTom device and want you to know that we value you as a customer.

With Kind Regards

Vella S.
The TomTom Customer Care Team

Response Vella (UK) 12/04/2012 11.55 AM

Dear Mr Mrozek,

The reference number for your query is 120407-002916.

Thank you for your email response.

I understand that you are unhappy that you will get only 07 map updates.

Piotr, the latest map guarantee feature means that if within 90 days of purchase of device any map update is released you will get it for free.

As we had already provided with the map version 8.85, which is the latest map released by us. That is why we will not be able to extend the map update service by 03 months.

In regards to the map update service, we release 04 maps per year. As 01 map is released per quarter of the year which makes the map update service 04 maps per year.

Please be assured that whenever a map is released you will be getting update for it.

I would appreciate if you let me know whether the information provided above has worked and your query is answered.

Have a great day and thanks again for writing to TomTom.


With Kind Regards

Vella S.
The TomTom Customer Care Team

Click here to reply:

Personal Information removed

Customer Piotr Mrozek 10/04/2012 07.54 PM

You are joking! It is a scam because you said:

First. "Map guaranteed. If a new map for your GO LIVE 1005 Europe is available within 90 days of first use, then it Free." (Map update (90 days) - till 04/07/2012.)

Second. I should received 8 maps during 2 years. I will receive 7 maps if my maps update should be valid till 7/04/2014, not 8 maps. (My maps update should be valid till 4/07/2014, not till 7/04/2014)

Please sort the problem out as soon as possible or I will be speaking with my wife (she works as a solicitor) or trading standards.

Response Vella (UK) 10/04/2012 10.00 AM

Dear Mr Mrozek,

The reference number for your query is 120407-002916.

Thank you for your email response.

I understand that you were offered with a latest map under 90 days of purchase of device.

Piotr, we had already assigned a latest map of map version 8.85 under your account under latest map guarantee. That is why the map update service is valid till 07.04.2014.

Under latest map guarantee we only provide a latest map not the map update service. The latest map gets assigned to the account when we first link the device with MyTomTom.

That is why a latest map is assigned on the account.

I would appreciate if you let me know whether the information provided above has worked and your query is answered.

Have a great day and thanks again for writing to TomTom.


With Kind Regards

Vella S.
The TomTom Customer Care Team

Click here to reply:

Personal Information removed

The account is censor and linked to my TomTom Go Live 1005v2. My phone number is 07824344676. My name is Piotr Mrozek.

Please look at http://www.halfords.com/webapp/wcs/stores/servlet/product_storeId_10001_catalogId_10151_productId_86... and tomtom box go live 1005v2.

1 year conectivity to 1 year LIVE services

Start driving with the latest map - guaranteed! If a new map for your GO LIVE 1005 Europe is available within 90 days of first use, then it Free.

The first time I used TomTom on 04/04/2012. After that, I received subscriptions for my account

- Map update (90 days) - till 04/07/2012.

- LIVE services (1 year) - till 04/04/2013.

After adding a new subscription into my device, I received update map valid till 07-04-2014. I should have 3 months + 24 months (new subscription). My maps update should be valid till 4/07/2014, not till 7/04/2014. Please sort the problem as soon as possible.

Customer Piotr Mrozek 09/04/2012 01.43 PM

The account is censorand linked to my TomTom Go Live 1005v2. My phone number is 07824344676.

Please look at http://www.halfords.com/webapp/wcs/stores/servlet/product_storeId_10001_catalogId_10151_productId_86... and tomtom box go live 1005v2.

1 year conectivity to 1 year LIVE services

Start driving with the latest map - guaranteed! If a new map for your GO LIVE 1005 Europe is available within 90 days of first use, then it Free.

The first time I used TomTom on 04/04/2012. After that, I received subscriptions for my account

- Map update (90 days) - till 04/07/2012.

- LIVE services (1 year) - till 04/04/2013.

After adding a new subscription into my device, I received update map valid till 07-04-2014. I should have 3 months + 24 months (new subscription). My maps update should be valid till 4/07/2014, not till 7/04/2014. Please sort the problem as soon as possible.

Response Vella (UK) 09/04/2012 01.04 PM

Dear Mr Mrozek,

The reference number for your query is 120407-002916.

Thank you for taking the time to contact TomTom Customer Support. My name is Vella and we are always happy to help.

I would appreciate if you could provide me your name and telephone contact number so as to update your account details.

I understand that you had purchased a map update service of 2 years and want to confirm the validity of it.

Please be assured that I will do my best to assist you and provide the correct information to you.

I had checked your account 'censor and confirm that you had purchased a map update service on 07.04.2012 which is now active and valid till 07.04.2014.

Piotr, we are unable to locate the 03 months of map update service. Hence, I would request you to please let me know the account address under which we have 03 months of map update service.

Once I have this information, I will be able to have an in depth look at your issue and assist you accordingly.

I will be waiting for your reply.

Thank for your precious time and providing me the opportunity to assist you.


With Kind Regards

Vella S.
The TomTom Customer Care Team

[SlimboyFat]

Hello pmrozek,

You have a slightly different problem to me but I will try to explain what I believe is happening in your case...

The Latest Map Guarantee you get with TomTom doesn't give you all map updates for 90 days, it gives you 1 map update as long as a newer map is available within 90 days (I believe we in the UK, only got 30 days).

This usually means one of the following...

- Your TomTom arrives with out of date maps. You sign it in to TomTom Home and you can download the latest map. This then ends the Latest Map Guarantee.

- You TomTom arrives and already has the latest map. If an updated map is releases within 90 days you can download this free. Once you have downloaded an updated map the Latest Map Guarantee ends.

Hope this helps.

Dave

[Lupus1 Elite Voyager]

Hi,

just to add as information:

the 30 days LMG was valid for the older NAV2 devices (connecting via TT HOME). The newer NAV3 devices which connect through the MyTT support application have a 90 day LMG.
The map being linked to your account as the LMG is the map being the latest at the time of either first using your device (driving more than 30km/h as far as I know) or of connecting the device to the computer for the first time (whichever comes first).
To download that map you've got the time of the LMG period. If a newer map gets released during this period you'll have to contact support and ask for that map still in this period. If you didn't check that during the period you won't receive the updated map as you've already got a map linked as LMG.


Regards
Lars.

[Mike12312]

I think TomTom are damaging themselves here. I bought a TomTom Go Live 1005 in April 2012, and it clearly says in the leaflet inside the box that

"Great Navigation comes with Great maps.

To ensure this, your device comes with latest map guarantee: this means that you can download any new map version we issue within a 90-day period for FREE. So go to www.tomtom.com/getstarted tosee if there is a fresh map available for you now!"

No mention there of only being able to download a single map. My TomTom downloaded what TomTom says is the latest map when I first connected to get the mandatory GPS fix (map version 8.85 also says it's dated Jan 2012, which is also a surprise when I'm downloading this in April).

I fully expect to be able to download any map to the date in July 3 months from when I bought the TomTom. It's seems a pity that in order to do that, I have to complain directly to their support team about it.

Please TomTom look at your website and sort this out. This issue is creating ill-feeling among customers who have just bought your product. First impressions last!

[Lupus1 Elite Voyager]

Hi Mike12312,

the map has been developed in January 2012. That is the timestamp issued for the v885 map due to map development times. This map got released mid of February 2012 and still is the same map when downloading it in April so the development date is also still the same and therefore the map is shown as being from January 2012 as it is from that time.

The problem is that TT has to start the calculation of those 90 days at some point. Therefore the time you first use your device and drive more than I think 30kmph or when you first connect your device to your computer (whichever comes first) is being used. If there's already a map being linked to the account as the LMG there won't be linked another account. I agree this could be changed in the MyTT software issueing just a map update subscription being valid for 90 days. This would solve some of those problems with this LMG.

Still if you call them during your 90 days you'll usually get the newer map made available although you've already used your LMG. The next map v890 will be released around mid of May 2012 and will then probably have a timestamp of April 2012 as development should be nearly finished by now and the map be prepared for release.


Regards
Lars.

[Mike12312]

Hi Lars

Their method of determining first use based on it being either connected to a computer or being switched on and going over 30mph seems entirely reasonable to me. I just find it really disconcerting that they seem to be attempting to impose additional conditions on their website to those clearly stated in the enclosed product literature.

I've logged a support call with them now and wait to see how they respond. From a technical point of view it doesn't sound hard to modify their registration process so that it automatically includes a 90 day map subscription as you suggest.

Regards

Mike