Customer satisfaction survey — TomTom Community

Customer satisfaction survey

Marine 1Marine 1 Posts: 11 [Apprentice Seeker]
edited March 8 in Forum feedback
I received a message from you to complete a customer satisfaction survey. Something goes wrong in this; via the link in the e-mail I do not enter a survey but the "Support" site.
I can only do something through this forum or through a senile robot. I'm getting more dissatisfied by the minute.



Mod edit: Machine translated (Dutch)

Answers

  • YamFazManYamFazMan Posts: 19,472
    Superusers
    Hi
    @Marine 1
    Welcome to the site....
    Contacting Tomtom Support….
    Due to COVID-19 the phone service has been suspended
    For Tomtom Support Email or Chat lines...
    (Monday to Friday Normal Office Hours)

    The way of contacting Customer Services has changed

    (1)... A couple of Tips when Contacting Tomtom Support....
    Here... https://discussions.tomtom.com/en/discussion/comment/1714844/#Comment_1714844
    _________________________

    (2)... Tomtom FAQ … How to Contact Tomtom Support....
    Here… https://help.tomtom.com/hc/en-gb/articles/360015568919-How-to-contact-TomTom-support

    Stay Safe... ATB YFM
  • Marine 1Marine 1 Posts: 11 [Apprentice Seeker]
    Dear YamFazMan
    I start on the Dutch site .
    Then I choose support.
    After that I see "neem kontakt met ons op" in the right corner at the bottom of the screen.
    When I click on "neem kontakt met ons op" the site is changed to English and "neem kontakt met ons op" changes to "Contact us".
    Than I am immediately redirected to the forum. I don't get the chat.

    If I don't sign in I get the robot (see uploaded file). This is without the possibility to contact.
    So real contact by mail is impossible.

    Ries
  • YamFazManYamFazMan Posts: 19,472
    Superusers
    edited March 7
    Hi
    @Marine 1
    Using the Firefox browser....
    Just clicked on the Link to Support....
    Logged in to my Tomtom Account.... (You MUST log in)
    Followed the tips in my post.... Switched the Dutch site...
    The Email and chat were both OK
    (But of course Chat was outside of Office Hours for me in the UK)

    5tuhp3aearvf.jpg

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    Stay Safe... ATB YFM
  • Marine 1Marine 1 Posts: 11 [Apprentice Seeker]
    Dear YamFazMan

    Not for me (using Firefox too). See enclosed file. So no posibility for e-mail.

    Kind regards

    Ries
  • DougLapDougLap Posts: 8,002
    Superuser
    Hi @Marine 1

    If you Tap Support at the top of this page then you MUST sign in top right before Tapping Contact us. If you don't sign in then Get in Touch does not appear.

    Have you been signing in.

    Doug
  • Marine 1Marine 1 Posts: 11 [Apprentice Seeker]
    Dear YamFazMan / Doug

    Not for me. I added two procedures. One leads to a place I don't intent to be: the forum.
    And still no possibility for e-mail.

    Procedure 1 Tom Tom leads me after support and login (unasked) to the forum.
    Procedure 2 Tom Ton give the chat panel without e-mail possibility.
    You can see the two recorded procedures via the Wetransfer link:
    https://wetransfer.com/downloads/24a14fddc45ed51d72e315e3beea57c520210307140114/9a47e883de4ce12f8723782e697c01f720210307140114/48ec26

    I am lost.

    Kind regards,

    Ries
  • DougLapDougLap Posts: 8,002
    Superuser
    Hi @Marine 1

    Start from this Forum Page.not as I assume you are doing from the Tomtom main Website.

    Tap Support at the top of this page
    Sign in Top Right of next Page. (you have to do this)
    When signed in Tap Contact Us bottom right
    Help Box appears and after a few seconds Get in Touch also appears
    Tap Get in Touch
    You are now offered Chat or Email. If Chat is closed it will tell you the days/hours that it will be available.

    Chat is busy you may have to try a few times.

    If this does not work try another Web Browser. I can get Firefox to work and someone said today Edge does. Currently Safari is not working on my MacBook. Don't know why as it has worked.

    Doug
  • Marine 1Marine 1 Posts: 11 [Apprentice Seeker]
    Hi,

    No progress.

    I add a third procedure when I followed your last instructions here above. From the forum page as you suggested.
    Look to what automatically happens... in the recording. I did`t even get the change to log in! (see the link I enclose here: https://we.tl/t-eNyuzUYtlF ).
    Look to all the internet addresses in the left lower corner passing by (all automatically!)

    All what you saw and see is in Firefox.
    So still no e-mail at all.
    I am a customer. If TOM TOM asks from me to try all the browsers the company has no right to exist. It has to work on all browsers what soever. As a Dutchman I am obliged to say that.

    Kind regards
    Ries
  • Marine 1Marine 1 Posts: 11 [Apprentice Seeker]
    Sorry I did log in but than the system tok over...
    Devastating..
  • DougLapDougLap Posts: 8,002
    Superuser
    edited March 7
    Hi @marine1

    You did not click on Contact Us immediately it appeared bottom right after you signed in. Try that .Also try another browser.

    Doug
  • Marine 1Marine 1 Posts: 11 [Apprentice Seeker]
    Dear Doug,

    You make me laugh! I must do acrobatic movements to get in a chat. Really?
    Nevertheless, I executed twice the procedure you ask for. In each procedure I get two times the change to click on "Contac us".
    One time I succeeded. I saw the Chat box (without e-mail) and it immediately disappeared.
    By the way. Software testers become in Holland between approximately € 60,- and € 95,- an hour for their work.
    I am testing and documenting the software of the site for TOM TOM now during more than 3 hours.
    See the enclosed Procedure 4:https://we.tl/t-SN833PQFUv


    Kind regards,
    Ries
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