Traffic Renewal Problems

Pauldp · Occasional Visitor Joined: Dec 07, 2004 Posts: 26

This is a first up for me, but as a 2 hour journey has just taken me 4.5+hours due to accidents and an ineffective TTT...

I wonder if anyone can help:

I activated my traffic a while ago, and then bought maps of western europe. And guess what? you can have another 3 months of traffic for the UK, so I did. I also added France as we were going to France. Having looked at the GPRS charges of 10GBP/MB, I thought perhaps not, and have let it expire.

My English Traffic has now expired, so I have renewed that. However when I ask traffic to download traffic info it says the subscription has expired.

This is also further complicated by a server 404 error I kept on getting and TT suggested reinstalling TTT 3.07 which I have. This has cured the problem as I dont get the error any more. TTT also recognises when I put an incorrect account login in, so communications are working.

TT have not replied to any of my tech support queries on this.

DavidW · Posted: Wed Dec 08, 2004 1:05 am Post subject:

Earlier versions of TomTom Navigator with Traffic support uses a different server to the most up to date ones. That older server has now been decommissioned, so you have to upgrade to the latest version.

If reinstalling Navigator and using the option on the Traffic pages of My TomTom to dissociate your Traffic subscription from your device (so that you can reassociate it by pressing the "Reactivate Traffic" button in the Traffic tab of the Properties screen) doesn't solve your problem, there's probably not much you can do.

You could try deleting your settings files (which are found in \My Documents\TomTom Navigator Settings) and letting Navigator rebuild them from scratch - that does help sometimes. It may be best to rename your existing files out of the way, as the Traffic details don't appear to be held in these files anyway. That said, an occasional total rebuild of these files can help reliability - though be aware that deleting the files loses all your avoid areas, favourites and configuration options.

If none of this gets you going, you'll need to go back to TomTom Support to ensure that your Traffic subscriptions are set up correctly on the server.

David

Pauldp · Occasional Visitor Joined: Dec 07, 2004 Posts: 26

DavidW,

Thanks for your post. I was on 3.07T, but reinstalled it gain to make sure. Went to the TT website and reset the activation so it could go onto another PPC.

Still doesn't work.

After a journey of 5 hours that usually take 2-2.5, I wrote them a 'get your finger out' email. Then 4 days after the original post to them I get a request of what order number is your traffic account renewed on.

After waiting this amount of time and a sense of unhappy customer on my last post to them, you would have thought that all this information is to hand.

Very dissappointed. Does anyone else feel let down by their support?

emjaiuk · Posted: Mon Dec 13, 2004 11:17 am Post subject:

Although I didn't renew my traffic trial when it expired, since TomTom have a special offer at the moment, I decided to give it another go and see if it had improved.

During the purchase sequence I inadvertantly entered a different email addres to that which I used for my Navigator 3 update. During the registration/activation process, it wouldn't accept the product code for Navigator 3, and although I was sent a new user name and password as part of the purchase process, these are refused by traffic.

It appears that the email address is an integral part of TomTom activation, and in spite of spending an hour on the phone, the support guy was unable to help. It was left that they need to contact the Traffic project manager.

Although there is no mention of this as far as I can see on the TT website, it does seem that it is vital to keep all TT transactions consistant. I'm not sure what happens when you move address or change ISP.

Has`anyone else had this problem?

Malcolm
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Pauldp · Occasional Visitor Joined: Dec 07, 2004 Posts: 26

I moaned, I whinged, but I did get an answer. So to address balance here it is:

Your subscription has been extended 1 month and this should resolve the error.

We hope to have answered your question to your satisfaction.
With best regards,

The TomTom Customer Support Team

I tried it out this evening and yes it does work and I have got the time extended by a month to compensate. Interestingly to note that this was a server side fix as I have done nothing my end.

So after all that I can now say :D and I can avoid all the xmas bottlenecks. Hoorah!!

I think the outcome of all this is that their support is good when it gets going, but it is too slow. I also am under the impression that there is a 2 tier support system. The first answer you get is from a lower level guy, and if it is still unresolved it gets handed to a billy whiz.

DavidW · Posted: Wed Dec 22, 2004 4:25 pm Post subject:

I'm glad you got a resolution.

Multi-level support is common; in fact, it's the IT industry norm particularly for consumer products. It's usual to have people trained to solve common issues in the first tier; there's always a tremendous amount of support calls about a few standard issues. The first line can also sort problems they can't solve themselves and pass them to the appropriate people in the second tier. It's too expensive to have people with broad training spending most of their time dealing with a relatively small list of common issues in tier one.

Some support centres operate three or four tiers.

David

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