TomTom say stutter/lockup on handsfree highly unusual

AndyVaughan · Posted: Thu Jun 25, 2009 7:08 pm Post subject:

Why am I not surprised??

The next answer will probably be that it is a figment of your imagination!

bigfoot47 · Occasional Visitor Joined: Mar 30, 2006 Posts: 41

Andy

Part of MY last response to TT

"Regarding the fault being "highly unusual"
see example 081117-009376 and TOMTOM quote
"We found no faults at all, we have had several units all with the same reported faults. We actually want to re-create this fault as at the moment we have never seen it occur, once we are able to reproduce it we will be able to isolate the cause and come up with a solution to the problem. As before with the other units we tested the fault does not occur while we are using the unit and we cannot troubleshoot the unit if it works."
This guy still has the problem
I am awaiting further references to show there are a number of other people having this issue and have had for a long while.

Not complicated is it?

Reply from TT
"I can see that your other support thread, 081117-009376, has already been escalated to Customer Relations, so I will close this support thread pending their response to you. If you update your support question again, it would be best to update 081117-009376, this way everything you write about this issue will be stored in the same place."

Eh.... 2 support issues now become one,
Andys support issue is mine? what the hell is going on,is their offfice full of wacky backy smoke? have support transferred to Mumbai?

Part of my reply:

"Please do not close MY support thread
081117-009376 is someone elses support reference NOT MINE!
I gave this as an example to show that there are other people with this problem.The thread reference was kindly supplied to me as proof there are other people with this problem.
So i would like mine kept open and a solution to be found. Unit, when fault occurs, is distracting and dangerous end of story."

Its not rocket science ......or is it?

AndyVaughan · Posted: Fri Jun 26, 2009 4:03 pm Post subject:

Just proves they don't read the support calls and take the easiest way out!

layingback · Regular Visitor Joined: Feb 12, 2009 Posts: 124

I've seen this exact behaviour at TT too (over install of Home on Win2k). "Uncommon problem, very few reports." Re-submitted after the "re-install everything" panacea response fixes nothing, and it gets closed as a duplicate of an existing problem without resolution.

Unfortunately I've seen this scenario internally in many companies - but had hoped that it was becoming less prevalent.

I don't know if this is what is happening at TT, but it could be this simple: Tech Support, Engineering, etc., are being treated as independent cost centres. Not unusual.

With each optimised independent of the others. Not good, but also not uncommon.

And so Support measures itself on open trouble reports. Well actually it thinks it measures itself on its ability to resolve trouble reports, but that is not the result. The staff close everything they can, even though they know it really makes no sense, because that's what the reward system is predicated on.

Stupid, but ...

It also doesn't work for the company either, obviously, or for Support. Because there are inevitably always a few individuals in Support at any given time, with a conscience. So customers discover that by resubmitting over and over, you eventually get "lucky." In the meantime Support Management's reported numbers all go to pot. I.e. become totally meaningless, unconnected with reality! So eventually just get ignored as valueless.
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AndyVaughan · Posted: Sat Jun 27, 2009 3:11 pm Post subject:

And have you noticed the new tactic - if you don't update a call within 3 days they assume it has now magically gone away and close the call as resolved. After 28 days you lose the ability to reopen the call.

This is not the behavaiour of a support desk following industry standard best practices, such as ITIL, but an ingrained culture of fobbing of your customers.

Shame, because their products have the potential to be the best on the market, but with the poor support they never will be. Bugs/Problems will never get reported back to developement, they have no true idea of what the issues are as calls get closed and locked etc.

The only thing this achieves is annoyed customers and excellent stats for the helpdesk to show the management on call closure rates. They probably justify increases in headcount because of the increased call volume, when in reality it is the same faults being logged over and over again.

All it takes is management with the balls to actually see what is really going off, this would result in a better customer experience, reduced support costs and a fitter, leaner and more profitable company. The products would improve as well.

But, they are too blind to see.

bigfoot47 · Occasional Visitor Joined: Mar 30, 2006 Posts: 41

mmm...makes you wish a 100 or so like minded people would flood support with queries, over a few days, about this issue or any other AGREED common one that regularly pops up on the forum (regardless if they had the problem or not) to screw up the figures and raise hell then and something might get done about stuff...but hey thats just not British therefore I would of course never condone such dispicable actions Rolling Eyes

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