Purchased subscription not visible on Go Mobile App
i bought the tom tom serivce. the app wont let me redeem them. redeem shows on the bottom of the app and wont do anything
Mod Edit: Please note that I've merged the two discussion threads into one to keep related queries into one topic.
Answers
Superuser
You will have to contact customer support.
Doug
Superuser
You might have found it quicker via phone contact . You will probably have to wait until Tuesday now in view of May Day holiday.
Doug
Poor poor system and service
Superusers
Ireland
1890 812 008
Monday-Friday: 09:00 am to 5:00 pm
Nederland (Holland)
020 850 1022
Maandag t/m vrijdag : 09:00 tot 17:30
United Kingdom
02079 490 132
Monday - Friday: 9:00 a.m. to 5:30 p.m.
Maybe there's a problem at TomTom. Hopefully it will be fixed today. I shall expect the subscription to be extended appropriately.
I'm on call 24/7/365 -- and I own the company. That doesn't mean I respond to every ticket on weekends and holidays. Some of them can wait. Requests for new features and the like are not critical and can't be implemented on-the-fly, anyway. But when a paying client can no longer use the service they are paying for at all -- especially when through no fault of their own -- then they are entitled to a prompt response at any time of any day or night.
The "national holiday" excuse doesn't cut it for me, either. I don't expect overseas clients to not bother me on Independence Day, Memorial Day, Thanksgiving Day, etc. in the US. If I'm willing to take their money, then I have to accept that many holidays in my country are ordinary work days in theirs.
I've been using and recommending TomTom devices and services for many years. I haven't been a member of this community nor posted anything in most of that time because, frankly, I never had anything to say. The products worked well-enough, which was all I cared about. Sadly, this fiasco has really soured my opinion of the company.
Sorry to hear about your experience! This is a known issue and our team is already aware about this. If your subscription is expired, please get in touch with our support team and they'll able to assist you further.
I'll update here once I know more.
Thanks, lampard
thanks
Superuser
See @lampard 's comment here today.
https://discussions.tomtom.com/en/discussion/comment/1642708#Comment_1642708
Doug
Absolutely agree. I'm surprised at how hard it is to get an answer to something that should appear so easy to resolve.
Is this a new issue at this moment? I see this topic has been highlighted before:
https://discussions.tomtom.com/en/discussion/1016372/activate-the-unlimited-subscription-on-the-go-mobile-android-app
"Please get in touch..." - are you joke?! The "support team" keep the silence and ignore messages. It seems that it's time to revert the purchase and get money back.
Yet another story, how bad service quality is starting to kill good product...
A solution is expected within a few days. They told me that they expect the app to start working automatically within a week or so.
I don't get it. If there is a general issue than why isn't there any news or update to be found on the website?
Sorry to hear about your experiences but as I mentioned above, our team is already looking into this with priority.
The link you mentioned here is different than what is being reported. The issue is with the purchased subscriptions which are not getting assigned to the account and not visible at the back-end to us.
@RafaelV @keyowalsh @VTec555 @AKhanNL @Peter_JD @Lostandnotfound @Tony_russ82 I've assigned 2 weeks of subscription on your account for the time being and once the issue is resolved, your purchase will get automatically assigned on your account. Please restore your purchase to continue using the Go Mobile App.
@Joshua.P I can see that you already contacted support and got this sorted out.
@GeekOnTheHill Once your active subscription expires, the 2 weeks compensation will be activated automatically.
Regards, lampard