Excellent Technical support

[TerryWalsh]

Since I have seen many posts here bemoaning the poor response from Navman technical support, I thought I should post my experiences here.

I had issues with my ICN520 and occasional assert failures after updating Smart ST 2005 to SP1. I reported this using the e mail form on Navmans web site and after a series of 3 e mails between myself and Navman I was given a procedure to delete the backup directory on the flash disk and reinstall the updates. The procedure was very simple to follow and while I cannot yet say that my problems are over I can say that the replies to my mails were very prompt, on the same day when I mailed in working hours.

The support technician was Abdou Njie and I am more than happy with his help.

Terry Walsh

[CeeJay]

Hi Terry.

Glad to hear they're finally getting it together, cos boy they are miles behind the competition.
My experience of their e-mail support was hopeless. 5 days on average to respond. Their best ever was 4 days, and the questions they don't like, they just don't bother answering.
All my e-mails were sent during working hours too.
I've now given up with Navman and stuck Tom Tom software on it.
Far superior product.
Wish I'd bought a TT in the first place.

CJ.

[TerryWalsh]

I have used support now about 5 times in a 6 month period. The slowest answer was about 3 days and all my questions have been answered. How did you contact them. I always use the e mail form on their web site.

Having used Tom Tom Go 300 recently I was not that impressed. The maps were definitely inferior and the traffic service while seeming a good idea was not very impressive in practice. I also see from the Tom Tom forums that users do not find their technical support very responsive either.

[CeeJay]

Hi Terry.

I too used Navman's web site for e mailling them.
The biggest issue I had with mine was custom POI's. I could only get the first 16 installed to be active even though p.89 of the handbook says you can have 25. So it wasn't much use to me when trying to speed zone my camera files as I needed 23 active.
When I gave up e mailing them, I rang their tech support only to be told by some muppet that it was a memory problem and that I could only have 16 active at any one time, and that the book was wrong. Well, I couldn't even get any files active that were installed after file 16 even if I deactivated all of the first 16.
This unit was changed at the shop due to this and the second unit was the same.
How can it be a memory problem when I now have 39 active POI's running on the TT software?

Other things I had issues with included:
Sound quality of voice files, all 2 of them.
Lack of 7 digit postcode search.
Navman completing journey some 60 metres before I do.
Unable to change warning chime for voice file for active POI's.
Roundabout handling.

On TT I now have:
42 crystal clear celebrity voices. :D
7 digit postcode search. :D
Journey completing outside my destination. :D
Verbal warning for safety and redlight cameras (all speed zoned). :D
Roundabout instructions clear and concise. :D

Because all the verbal instructions are crystal clear and verbal warning is given for safety cameras, I now don't even have to look at the thing (especially at roundabouts) so I'm not too bothered if maps don't look so pretty. (But hey, I've got a colour scheme editor too so I can now make my own).
I wasn't interested in TT traffic as I was only seeing what could be achieved using the original Navman hardware, so it is clearly the software that needs sorting.

Finally, I haven't had to use TT support because the thing works properly.

CJ.

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