06-04-2012 03:02 PM
I am starting a new thread on this subject because I would like to understand why Tomtom are unable to update my device with the new ‘Danger Zones’ service for France.
I own a Tomtom ONE XL and subscribe to the Map Update Service and the Speed Camera service.
After the new speed camera law was passed in France in January this year I connected my device for an update which told me that the French speed camera warnings would be removed. At that stage I was also notified that a new ‘Danger Zones’ service was being developed as a replacement. Nothing was said about it being dependant on model compatibility.
When this weeks email about the update arrived I saw that my Tomtom model was not on the compatible list and in Tomtom’s words “If your device is not in this list, we are sorry but your device is not compatible with the new Danger Zones service. To be compliant, disable the speed camera alerts on your device when driving in France. “ For a service I have paid for I felt this was rather dismissive, so through an item on the discussion forum I sent a private message to a member of staff, Ditte, asking if it was planned to introduce the service for the ONE XL in future. I have not received a reply.
Although in technology terms the ONE XL is getting on a bit, it is still a very capable device. For example, it is capable of reading a marker on a map which locates a speed camera, of telling me the speed limit and counting down the distance to the camera as I approach. So it can read two markers on a map and take action to notify me in between those markers. Presumably a ‘Danger Zone’ is an area which can be marked at its beginning and at its end.
With this in mind I find it difficult to understand why it is not possible to update my device and fulfil the service I have paid for.
This is important to me as I drive around 50% of my annual mileage in France and shall be visiting France next week. Can any member of staff or experts reading this forum explain? Thanks.
07-04-2012 05:04 PM
What can we say, you have summed up the situation for the French Danger Zones very well, I am sure Ditte will reply when she has some reliable information, I understand your concerns about paying for a service that you are no longer receiving.
07-04-2012 05:21 PM
Thanks Traylaw for your reassurance. I hope I get a response from Ditte.
I have tried to email Tomtom but I am told since my device is a 'legacy' device it is no longer supported by phone, email or chat. I find this an extraordinarily cavalier attitude, especially as they are very happy to continue taking my money for the map update and traffic camera services. What I am trying to contact them about is not my device but a service I am paying for. This makes me wonder whether Diite will reply as it may be thought I am tring to contact Ditte about a legacy ( a lovely word for obsolete ) device through the back door.
07-04-2012 11:48 PM - edited 07-04-2012 11:50 PM
Not that this will truly solve the problem but there is at least one third party solution. You might want to look at this site.
I am sure there will be more sources that will fill the gap when there is money to be made.
07-04-2012 11:49 PM
Anyone for a Garmin? Has anyone any information as to how they are dealing with this issue?
Looks as if I will have to replace my Tomtom One 3rd Edition, and I don't want to make a similar mistake again over which make/model.
09-04-2012 05:58 PM
http://tomtomax.fr/, the download works, but I'd prefer to use a Tomtom product. I've been prepared to buy maps and safety camera updates and spent a fair bit on money doing it. and I don't accept my satnav should now be thrown away because it's a "legacy" device.
09-04-2012 07:19 PM
Like Petaquae I do not wish to use a third party product and there is no reason why we should need to.
I think it is certainly possible technically to provide danger zones for older devices and TT are deliberately excluding them, hoping those of us affected will buy new models. They seem to have overlooked that we have paid for the service and they have a contractual obligation to provide it.. You could argue they are in breach of contract as they have written to us undertaking to replace the French speed camera service with danger zones.
The fact that if you have an older device you are blocked from even contacting them just adds fuel to the fire of customer dissatisfaction. They really do seem to have a death wish in customer service terms. Already I have one friend who has moved to Garmin because of their cavalier dealings and certainly I would not recommend to anyone that they buy TT devices. In the end this could become quite widespread and they will end up crashing.
07-05-2012 04:54 PM
Well said, Sharan. I too have a Tomtom One which is quite satisfactory at meeting my needs, and I too subscribe to map updates and safety cameras despite having a "legacy" device which cuts me off from any support for these two very-much-alive services.
Us Tomtom One people are the very people who helped Tomtom get going in their early days and I agree that Tomtom will soon run out of customer recommendations if they continue to treat their user base in this most off-hand manner.
Come now, Tomtom: Make French Danger Zone warnings available to Tomtom One owners!
12-05-2012 07:28 PM
Make French Danger Zones available to all ToTom devices this is equally as important as it was for safety as Speed Camera notifications were.
I have a TomTom 720 T which also is not included and without us older loyal customers where would Tom Tom be now.
So come on TomTom show some LOYALTY to your customers.
We supported you now it's your turn to show us customers some support.