topic Re: TomTom refuses to deliver ordered maps after payment was done. Inbelievably blunt tech-support.. in Map purchasing

TomTom refuses to deliver ordered maps after payment was done. Inbelievably blunt tech-support...

Vertigo — Tue, 13 Mar 2012 16:51:11 GMT

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!

Re: TomTom refuses to deliver ordered maps after payment was done. Inbelievably blunt tech-support..

Zsolt — Tue, 13 Mar 2012 19:25:41 GMT

You did buy a map update service through Tomtom HOME, didn't you? That should recognize the device. Have you tried to talk to someone from 2nd line support? In case you couldn't download any map, and it wasn't your fault, they supposed to refund or at least issue a voucher to be able to purchase that map.

Re: TomTom refuses to deliver ordered maps after payment was done. Inbelievably blunt tech-support..

Vertigo — Tue, 13 Mar 2012 20:01:21 GMT

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...

Re: TomTom refuses to deliver ordered maps after payment was done. Inbelievably blunt tech-support..

Zsolt — Tue, 13 Mar 2012 20:29:31 GMT

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.

Re: TomTom refuses to deliver ordered maps after payment was done. Inbelievably blunt tech-support..

Vertigo — Tue, 13 Mar 2012 20:42:48 GMT

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.

Best :)

Andrzej

Re: TomTom refuses to deliver ordered maps after payment was done. Inbelievably blunt tech-support..

Ditte — Wed, 14 Mar 2012 08:29:45 GMT

Hi guys,

I've been in contact with Vertigo regarding this and have advised our tech support to swap the map. In this case it's clear that the wrong map has been assigned to the device. All agents are free to swap it to a compatible map and most agents are able to do so on the spot. I've made sure that the agent is aware of this, and Vertigo will of course receive the correct map for his device.

Thanks for advising Vertigo to contact me, Zsolt :)
Have a great day, all!
-Ditte

Re: TomTom refuses to deliver ordered maps after payment was done. Inbelievably blunt tech-support..

Zsolt — Wed, 14 Mar 2012 09:06:20 GMT

Yay ;)

Re: TomTom refuses to deliver ordered maps after payment was done. Inbelievably blunt tech-support..

Vertigo — Wed, 14 Mar 2012 11:59:12 GMT

Hi all,

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.

Best :)

Andrzej

Re: TomTom refuses to deliver ordered maps after payment was done. Inbelievably blunt tech-support..

Ditte — Thu, 15 Mar 2012 09:15:24 GMT

Hi Vertigo,

I'm happy to hear that it's been resolved :)
Seeing you purchased the map through HOME, there's nothing you could have done differently. The server assigns the map depending on the serial number on your account. If the server assigns the wrong map, it will need to be changed. I've requested an investigation so we can prevent other customers to get in the same situation :)

Thank you and have a great day!

-Ditte