13-03-2012 05:51 PM
I have recently ordered and paid for annual subscription of maps for XL IQ Routes 2 - the damage of around E40.
But the maps never came to me, even when announced via e-mail.
I e-mailed the tech-support and been given some unsubstantial advice in exchange (log in properly, be sure your device is switched on and some other instructions for idiot). As clearly this was not a solution, they came with another advice (resetting both the device and the PC, deleting the maps from the device before downloading and so on). Again, no result expected...
But today they crossed the line with the statement: "(translated from Polish) Your subscription is dedicated for Go 950 and your device is XL IQ. Therefore actualization is not possible. YOU HAVE TO BUY ANOTHER MAP..."
This is absolutely unbelievable. I did not order maps for the device I've never had, neither the invoice, nor the history of my orders confirm that. If it is really as they claim, they probably might have an error in the database, but why should I pay E40 for this?
And finally, basic honesty require offering me either fixing the TomTom's clear mistake or the refund. Saying that I have to buy another map after I paid E40 and didn't get the ordered maps, is blunt and fraudulent behaviour. Simply, it is like asking for a law pursuit!
13-03-2012 08:25 PM
13-03-2012 09:01 PM
Yes, I bought the subscription through TomTomHome. So, the possibility to choose the wrong device was not even given to me. I paid using my credit card, received the invoice and the confirmation e-mail. In neither of these wrong device was mentioned. And while I unsuccessfully tried to download the newest map (after being informed of such by e-mail) several pieces of misleading advice were delivered to me by tech-support. None of these e-mails even sighed about wrong device.
Well, I was more than patient, resetting the device and the PC dozens of times, deleting the maps and installing numerous backups again and again. All of these useless actions suggested by support-line.
Today's answer however drove me to extremes. Blunt guy writes no apologies, no admittance of their mistake, but advices me on making another purchase. Nothing about what happened to my money and how they intend to correct the mistake, which was clearly not my own (I have just followed the instructions and there was no point at which I could even make a wrong choice).
This is not fun. To cash other people's money while not delivering the order is a criminal offence and now I am going to think over legal action together with PR campaign against TomTom.
What would calling the helpline (10am-4pm only) help me if my experiences with this abnoxious tech-support were so disgusting, irritating and showing no will of solving the problem TomTom is clearly responsible for?
Refund? Voucher? They did not even write simple "we're sorry"...
Anyway, Zsolt, thanks for your prompt answer. I guess there are different customer service standards in Poland and in the UK, alas...
13-03-2012 09:29 PM
Hiya, they definitely couldn't get away with something like this in the UK. Since you've paid for the service and didn't get anything in return, they HAVE to provide the service or refund you. As you said, they can't just cash it. Also CS is hit and miss with TT. If you got the right person, they sort you out in no time, if you got someone useless, they just piss you off. In case TT is not willing to sort it, take it up with your Credit Card provider and get them to refund. I would give a go though to send a polite private message to Ditte or Zoe to look into your case.
13-03-2012 09:42 PM
Zsolt, thanks again for your advice. I'll follow it and write (politely for sure ) to one of mentioned persons. If this will not help, I'll certainly fight for refund.
14-03-2012 09:29 AM
14-03-2012 10:06 AM
14-03-2012 12:59 PM
thank you very much once again. You were very kind and helpful, hats off Without your assistance I would never get the problem solved.
Are you, btw, aware what caused the mistake in the database? I want to avoid unclear situations in the future.
15-03-2012 10:15 AM