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flyingfuzz Regular Visitor
Joined: Aug 19, 2008 Posts: 69 Location: UK - South
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Posted: Tue Dec 29, 2009 12:48 pm Post subject: |
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I suspect the main driving force is a belief they can save money.
If you have a self correcting forum then you do not need so many first line support personal.
I know from personal experience that this has been tried by other manufactures.
Do they work, To an extent.
People that work for a company tend to love their products and don’t see the product the same as a user. Take the hands free issue, for me a big problem as I purchased the product to do just that. For the support person who has lived the product and may see the product as a navigation device not as a hands free device, that issue to him is insignificant. This then leads to some issues being pushed aside as unimportant. However if it needs reloading or additional files to make it work then that tends to work.
Ask any salesman about his product, he will up the product until you cant imagine life without it. He has to believe in it or he cant sell it with enthusiasm. _________________ TT520 running App 8.351 & map UK&I v845.26345
Using Traffic TMC (round pin) & PGPS speed cameras. |
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dhn Frequent Visitor
Joined: Oct 08, 2007 Posts: 2544 Location: Toronto CANADA
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Posted: Tue Dec 29, 2009 2:18 pm Post subject: |
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One issue not addressed so far is what languages (yes, plural) would these TomTom support forums operate in?
While there are English speaking community forums in the UK and North America, there are also community forums in other countries such as France and Germany.
Does TomTom expect users in those countries to deal with English support forums? _________________ David |
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Darren Frequent Visitor
Joined: 11/07/2002 14:36:40 Posts: 23848 Location: Hampshire, UK
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Posted: Tue Dec 29, 2009 2:27 pm Post subject: |
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dhn wrote: | Does TomTom expect users in those countries to deal with English support forums? |
They offer telephone support in numerous languages so its reasonable to expect they may do likewise if they offer a forum? Then again, do Microsoft and others offer support in other languages on-line? _________________ Darren Griffin |
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dhn Frequent Visitor
Joined: Oct 08, 2007 Posts: 2544 Location: Toronto CANADA
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Posted: Tue Dec 29, 2009 2:30 pm Post subject: |
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Good question, I don't know.
Mind you, unlike Microsoft, Tom Tom is a European company. _________________ David |
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Darren Frequent Visitor
Joined: 11/07/2002 14:36:40 Posts: 23848 Location: Hampshire, UK
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Posted: Tue Dec 29, 2009 2:32 pm Post subject: |
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dhn wrote: | Good question, I don't know.
Mind you, unlike Microsoft, Tom Tom is a European company. |
Eh? Microsoft is a World-Wide company! At the end of the day though, it's bang for your buck so you offer support for those languages where the most users exist? _________________ Darren Griffin |
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Mullet Frequent Visitor
Joined: Dec 12, 2005 Posts: 1051
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Posted: Tue Dec 29, 2009 2:39 pm Post subject: |
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Darren wrote: | [Then again, do Microsoft.. |
Dozens.
Correction, while there are dozens of languages covered by MS support, looking deeper there are only 14 (1.167 dozen) languages covered in regional forums which is what is relevant here.
Last edited by Mullet on Tue Dec 29, 2009 2:48 pm; edited 1 time in total |
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dhn Frequent Visitor
Joined: Oct 08, 2007 Posts: 2544 Location: Toronto CANADA
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Posted: Tue Dec 29, 2009 2:39 pm Post subject: |
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Sorry, Darren.....I wasn't clear. While MS is a world-wide company, its start was in the States. Tom Tom, having started in Europe, should have an obligation to its European customers. _________________ David |
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Darren Frequent Visitor
Joined: 11/07/2002 14:36:40 Posts: 23848 Location: Hampshire, UK
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Posted: Tue Dec 29, 2009 2:46 pm Post subject: |
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dhn wrote: | Sorry, Darren.....I wasn't clear. While MS is a world-wide company, its start was in the States. Tom Tom, having started in Europe, should have an obligation to its European customers. |
Yes true. But it's back to the issue of English, it's becoming the defacto computer language for many purposes. _________________ Darren Griffin |
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dhn Frequent Visitor
Joined: Oct 08, 2007 Posts: 2544 Location: Toronto CANADA
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Posted: Tue Dec 29, 2009 3:26 pm Post subject: |
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I marvel at how many people know many languages, Darren, but the fact is that if your mother tongue is not English and you are forced to describe a specific issue with your TomTom, something may get lost in translation and the true problem not getting resolved.
You know from your moderation here as I do from moderating the forums that I am involved with just how useful it is for the user to describe his/her problem in as much detail as possible so we can help diagnose properly. _________________ David |
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GerryC Pocket GPS Moderator
Joined: Mar 01, 2005 Posts: 1513 Location: West Mids
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Posted: Tue Dec 29, 2009 3:52 pm Post subject: |
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An important thing about support is being there when users need it - eg after they have just opened a Christmas present.
Whether it's phone support or a forum, you should not really get this message from an international support line... TomTom Support page wrote: | Our support lines are closed during the Christmas period (December 25 & 26) and on New Years Day ( January 1).
On December 24 & 31 the support lines will close at 15:30 GMT. |
They only operate during business hours on the phone usually anyway. Forums such as this pride ourselves in at least having someone respond with something quickly whatever the date or time. _________________ Gerry
TomTom730T
Cameralert for Android
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AndyVaughan Lifetime Member
Joined: Apr 13, 2006 Posts: 1500 Location: Rossendale
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Posted: Tue Dec 29, 2009 4:16 pm Post subject: |
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And they close on Dutch Bank Holidays as well ...... |
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