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Posted: Thu Nov 29, 2007 1:30 pm Post subject: Tomtom Support downgraded my map versions
Hi there,
Linked to my other thread http://www.pocketgpsworld.com/modules.php?name=Forums&file=viewtopic&t=61841 on downloading a new map, here is the reason why I am trying to download a new map. I sent my TomTom 910 GO in to TomTom to be repaired. The microphone didn't work; I thought it was just crap, but then I saw a friend's device and the Microphone worked quite well. They sent the device back, and it hadn't really been fixed, but most irritatingly not only did they wipe the device, they installed OLDER maps than the ones which were on it! I had 6.75, they installed 6.60.
Here is my first mail to them on this:
------------------------------------------------
Customer (SimonsGPS) 12/09/2007 02.23 PM
Hi there.
I have had DERXXXXXXXXXXX returned, thank you. However it seems that the problem has not actually been solved. Previously the microphone quality was always bad. Now, however, it works "sometimes", but quite rarely; most of the time people on the other end simply cannot make out what I am saying. Could you please confirm exactly what was repaired in the device? Where do we proceed from here?
In addition, you seem to have formatted my device and downgraded my maps? The device formatting is not a huge problem (I have a backup of the photos and music that was stored on it), however the maps are irritating. The version of maps on my device included the whole of the new A2 motorway in Poland, however the version it has after being returned does not have this whole motorway. It is clear that the device was not returned with the same version of the maps! Can you please explain the discrepancy and let me know how you plan to rectify this?
------------------------------------------------
Response (Chinua M. (UK)) 15/09/2007 11.37 AM
Dear Mr SimonsGPS,
Thank you for contacting TomTom Customer Support.
Concerning your microphone:
If your are still experiencing microphone problems, we will have to book a second repair.
Please supply me with your serial number
Concerning your map:
Please send me a copy of proof of purchase. ( send a scanned attachment) I can see how I can
resolve this issue for you.
With Best Regards
The TomTom Customer Support Team
------------------------------------------------
Well, the Microphone issue "went away" (actually it didn't; it still only sometimes works, but I'm less worried about that right now - a cheap wired hands-free solved that problem). Ok, so we now get into what I call the "proof of purchase" saga:
Thanks for the reply. The current microphone problem seems to have been fixed
by using a different mobile phone, so that has gone away.
Regarding the maps, I do not own a scanner, however I did send a copy of my
proof of purchase along with DERXXXXXXXXXXXX so you should have it on file
already? I'd really appreciate it if you could resolve this issue; I've had a
couple of situations now in this country too where the out of date maps are a
problem!
Unfortunately we have not received the fax with the receipt. Please resend it to us
From the UK ( Send the fax before 1 pm )
• 0031 20 8501072
In the fax include your email and this reference number: XXXXXXXX-XXXXXXXXXX
Also include your Product code number.
With Best Regards
The TomTom Customer Support Team
------------------------------------------------
But they did, so I forward them the confirmation they sent me:
------------------------------------------------
Customer (SimonsGPS) 02/10/2007 10.00 PM
You most certainly HAVE received the fax - I got an email confirmation from you!!
Here is the confirmation I received:
Dear Mr SimonsGPS,
Thank you for contacting TomTom Customer Support.
We have received you proof of purchase which has been passed onto our repair centre i have requested for your items to be sent back to you as soon as possible
With Best Regards
The TomTom Customer Support Team
Customer (DO NOT CHANGE ANYTHING ON THIS CONTACT!!!! THIS IS THE FAX NUMBER!!!!) - 23/09/2007 08.28 PM
9/23/2007 10:27:22 PM Transmission Record
Received from remote ID:
Inbound user ID ENGLISH, routing code 272
Result: (0/352;0/0) Successful Send
Page record: 1 - 2
Elapsed time: 01:02 on channel 0
Fax Images: [double-click on image to view page(s)]
And then they marked the question as "answered" without so much as a by your leave. Utterly discouraged, I ignored it for a while to see if I'd get a reply, and then "reopened" it:
------------------------------------------------
Customer (SimonsGPS) 06/10/2007 07.15 PM
This question is NOT answered, please answer it!!!
Your fax have been received in order.
However please update this questions once again by providing :
Your product code for you 910.
Also include your direct number incase I require additional information from you.
With Best Regards
The TomTom Customer Support Team
------------------------------------------------
So, I send them my product code:
------------------------------------------------
Customer (SimonsGPS) 14/10/2007 06.50 AM
Hi there,
I have found my product code (after a lot of searching - no-one told me I need to keep the box!). I have a plastic card, and it has the following on it:
I have put on the latet map on to your account. Now you can download it and put it on your tomtom.
Here is how you download it:
You may download your files using our device management programme, TomTom HOME. The latest version of TomTom HOME may be downloaded from the following link on our website:
http://www.tomtom.com/home
Follow the directions below to install your Map files files to your device:
1. Download and install the programme to your computer.
2. Connect your device to your computer and ensure that it is detected properly.
3. On the bottom left side of the TomTom HOME screen is the option to login indicated by a picture of a globe.
4. Log in using the user name: xxxxxx and password: xxxxxx
5. You will then be prompted for available content updates.
6. Choose 'Yes' to download these contents and you will then be prompted with the question 'Would you like to install the downloaded items?', choose 'Ok' and the downloaded contents will be installed, it is advised that you perform a backup of your device before proceeding.
7. After your full backup is completed, choose 'Install to TomTom' on the TomTom HOME menu screen and select the previously downloaded contents by tapping once on the box on the left side of these items.
8. Choose 'Install' at the top.
9. Your files will now be transferred to your device.
10. Switch your device off and disconnect your device when it is safe to do so.
11. Start up your TomTom.
Your device is now ready for use.
With Best Regards
TomTom Customer Support Team
------------------------------------------------
Result! However, this is just the European Maps; the USA maps (which were also old) haven't been given:
------------------------------------------------
Customer (SimonsGPS) 19/10/2007 11.50 AM
Hello,
Thanks for this. I have had to install Windows XP in order to use this (my normal operating system is Linux), but it appears to be downloading and working now just fine.
I note that the update is only for the maps of Western Europe; there is no map of the USA included, even though I should have the latest map of both. Could you please update to include the latest maps of the USA as well?
Actually the download failed horribly, and that saga is in my other post. As part of trying to upgrade the device, it completely failed (refused to boot), so I called the Support Team and they had me remove everything from the device and install the application again). I managed to get the original (6.60) version of the European maps back and installed and working. Anyway, back to this:
Please provide me with your product code of the USA map.
With Best Regards
The TomTom Customer Support Team
------------------------------------------------
Didn't I give them that already?
------------------------------------------------
Customer (SimonsGPS) 21/10/2007 12.41 AM
It's in this report already! You sent me an email asking for my code, and forwarded me a copy of my own email with the code in it!
The reason why asked for the product code again is not to irritate you. I needed a
confirmation because when I put in in our system it comes up that the device is not valid.
Could you please confirm and check if you did not misstype the product code?
Once I have the correct product code I can check the map version.
With Best Regards
The TomTom Customer Support Team
------------------------------------------------
Yup, my fault - was a typo in copying down the code:
------------------------------------------------
Customer (SimonsGPS) 27/10/2007 08.58 AM
Aha! Yes, you are right - my sincere apologies. I typoed the number. I didn't realise that the reason you're asking for it again was that I had given it wrong, and I am sorry.
We need to know what map version you have on your device.
Please tap onto 'Change Preferences - Show Version' and reply back with all the information on this screen.
Once we have this information we will reply back.
With Best Regards
The TomTom Customer Support Team
------------------------------------------------
However, when I called after the update broke my device, the guys had me delete all the maps. I did backup before hand, however the backup was unable to restore the american maps:
Thanks for the reply. following the instructions of your support team under XXXXXXX-XXXXXXX, I currently do not have *any* version of the North American maps installed, since I had to delete them to get my device working again.
Why did you have to delete the map version to get the tomtom working?
We need to know what version you have for your USA maps. Did you make a backup of your tomtom maps?
can you restore the backup and then check the map version?
With Best Regards
The TomTom Customer Support Team
------------------------------------------------
So I explain:
------------------------------------------------
Customer (SimonsGPS) 17/11/2007 08.16 AM
I deleted the maps because the person on the telephone that I was speaking to said I had to delete them to get the device working again. It had failed after a firmware upgrade, and your representative said the map had become corrupt and needed to be removed. I did have a backup, but the device refused to restore from backup.
In general, since this whole problem is to do with the fact that your service center DOWNGRADED my maps while they had the device, why can you not simply give me back the version I am *supposed* to have?
One thing puzzles me, how can you know we downgraded your USA maps if you deleted your usa map?
Please restore the backup by doing the following:
On our computer go to my documents
then to tomtom
then to HOME
then to backup
then to choose the latest backup folder
then go to storage
then look for the map folder that states it is the USA, nothern america map.
That folder you need to copy to the root directory of your tomtom.
If you need any assistance please call us at 084 516 1 00 09
With Best Regards
The TomTom Customer Support Team
------------------------------------------------
So I explain the order of what happend:
------------------------------------------------
Customer (SimonsGPS) 21/11/2007 09.04 AM
Please look at the order of events.
1. The device is sent to yourselves and the maps are downgraded.
2. The correct European map is added to my tomtom account, but not the American one because I make a typo in copying the code.
3. I attempt to install the European map, and the device is trashed by the upgrade of the firmware.
4. Your support has me delete the maps on the device since they are "corrupt".
5. The "restore from backup" via TomTom home fails, and only the European map is restored.
I will attempt to restore the North American map in the manner that you describe when I return home this weekend, and then if it is successful I will tell you the version of the map.
I'm now waiting for a response; perhaps they'll add the latest North American maps to my account, perhaps not. I still don't understand why they would flash the device with an older version of the maps than the one it shipped with. It's not like I'm after the very latest - I just want the one I got with my device back!! I don't think I've ever seen such poor customer support :|
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