Delayed TTN2 Upgrades (Was TOMTOM SUCK)

simmybear

Dave

Me thinks thy glasses have something of a rose tinted hue regarding TomTom.

I had an e-mail last week (Monday 14/4) saying dispatch in 4 working days.

No goods yet!

Today I sent an e-mail quoting the wrath of god - or at least Visa and MasterCard.

(did a delivery and read check on it, delivered within 2 minutes, read in 30) 6 hours later no reply.

SO I phone, very helpful response

TT "your delivery is being sent today"

Me "Is that by DHL?"

TT "Yes"

Me "Can you give me a tracking number/"

TT "uh no"

I think I smell a rat.

Sure enough within half an hour an e-mail response arrives. "we are working through back orders, first come first served, and cannot tell you when your order will be dispatched"

So who do I believe?

This company, business, how would I describe them? No it wouldn't meet forum etiquette!, debited my credit card on the 3rd yes the 3rd of April for almost £200 pounds. So how far down the "first come first served" list do you think I am Dave?

SIMON

Dave

Simmy, certainly no rose tinted glasses here. I've just had huge experiences in matters like this.

I purchased a £5000 Canon Digital Camera (no I'm not mad!), I was one of the first dozen people to receive it when it came into Canon UK, I saw people waiting over 6 months after me before they could get their hands on this camera, and some of them had put up to £1000 non refundable deposit down for the camera. How did I get it ? I pre-ordered the camera before it was ever announced, I knew something like it would come out, took a risk and paid a deposit and was very lucky. Prior to this I purchased a £5400 camera lens, which too had a 3 month waiting list on, was very lucky to get one as soon as I did when it was released, prior to this I purchased a £2000 digital camera, and was the third person in the UK to receive the camera from Canon Japan, again pre-ordered it way in advance.

Unfortunately the poor purchasers after me had huge waiting periods after they had paid a deposit. I'm not saying it's right, it's damn wrong! But they know the market's going to accept it with minimal force. Getting back on track, if TomTom had looked at previous sales, and quadrupled these, and waited 2 months to be able to manufacture enough copies, then most of the people eagerly waiting to purchase TomTom Navigator 2 would probably then plump for the next new version of CoPilot or SmartST Pro, and PowerLOC or Navman would then take that market share away from TomTom. It's all about marketing, playing the numbers game and trying to sell as many copies as you can as soon as it's released, but also try to balance this off with customer relations and most companies get this horribly wrong.

Believe me, I don't think it's right, but this happens in all markets. I made a post several weeks ago saying that as soon as anyone has heard about the product, they're contacting the company, they're asking to purchase it, you want it yesterday. Most companies know they can get away with poor service whilst release new products and palm it off on "sorry, run out of copies". I do agree, TomTom are at fault here, einfact most companies are at fault here.

The same problem was seen with Destinator 2, SmartST Pro, Emtac BT GPS, CoPilot 4 in the states has just been released, and TravRoute have admitted they under-estimated how popular it would be and have run out in their manufacturing plant. It really is happening everywhere.

TBH, because of the experience I've had, I tend like many to believe it to be the norm, it's what I see every day when I purchase the new product that's just been released. I'd love to be able to change this, we certainly can raise the pressure here, and that's what we're partially here for, but I can't create huge miracles here. Most of the people who did send their CD back within the first hour of announcement that the upgrade form was on the website, received their copies very early. People who waited, or have had problems with CD acceptance have had delays, and it has been worsened from the fact that they've run out of stock.

I've probably put you all to sleep by now, or the remainder who are still reading this are probably wondering what sick b**stard would pay over £12000 in digital camera equipment!

Anyway, for all of you who are experiencing problems in receiving your CD's, please mail me with

when you sent your CD off
Was it sent internationally recorded ?
The date if you know of when it had arrived at TomTom
Any communication you've had, include within the same email, and I'll collate a list and mail TomTom. Please do include any TomTom Support request numbers (the ones in the subject line), so TomTom can track these back in their system

I can't promise anything, as TomTom generally don't respond to my responses either, but we'll try anyway.

aero

Dave, respect for -

a) being so understanding

b) being so tolerant

c) spending £12k on digital cameras

d) admitting you spent £12k on the cameras!!!!!

I have a business - you can be a customer of mine anyday

Eagle

The point here, as far as I'm concerned is not to do with the problems that are being experienced by TomTom, it is more to do with their obvious lack of regard, respect, call it what you will for their customers.

The bugs with the initial release of software, that have been experienced by many, I can accept. They have come up with updates/fixes pretty quickly and I applaud them for that.

If I had received an email from them explaining the situation I would willingly accept that. In business things don't always go according to plan. But it is essential, in keeping your customers satisfied, to also keep them informed.

Not only do they not keep you informed but deliberately, or otherwise, mislead as well.

I have received emails from them accepting my order, confirming authorisation of payment and informing me that the goods have been shipped as of 8 April, the money being taken from my credit card on the 9 April. I have recieved no software and they will not reply to emails or requests for support from their web site asking for shipping details and a waybill number.

What do they expect me to do. Carry on waiting, when there is a possibility that they did ship the goods as stated and they have been lost in transit, or do I now inform my credit card company that goods ordered over the internet have not been received.

All I have been asking for is an honest answer.

I don't beleive any of the posts here are a dig at Pocket GPS Staff. Indeed from my point of view I am grateful that you give me the opportunity to voice my dissatisfaction at the cavalier attitude of TomTom.

This is a great site with lots of information.

Sneaky

I sent my cd back registered mail on 20 March. 2 emails and 1 phone call later nothing. I rang again last Friday and the man I finally spoke to said he had been on holiday so nothing had happened. He looked up my number and said my cd had never been received (not sure I believe that) but then said if I faxed him my receipt for postage he would e-mail me a voucher.

2 minutes later the voucher appeared while I was still in the middle of faxing.

So I guess if you still haven't heard it is worth giving them a ring as they now seem willing to sort it out on the phone.

Still waiting for delivery of course......

RichDem

I know people have complained about TomTom lately but today I had an email from their customer support thanking me for bringing the problems to their attention. Also that 2.02 is available. A little late but at least they bothered to acknowledge my emails.

Well done TomTom.

Richard

SJTaylor

It's odd that they say they've run out of packs when I sent my TTN1 CD in quite late (Around 1st April) waited a few days, got voucher, waited a fews days, got TTN2 in less than 2 weeks. I don't think first come, first serve is working, unless it's the hardware they're having a problem with.

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