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customer policy - TomTom Android App

 
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edoardo
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Joined: Apr 18, 2006
Posts: 11

PostPosted: Fri Dec 21, 2012 12:12 pm    Post subject: customer policy - TomTom Android App Reply with quote

I had owned a TT GO PND for about 8 years and space permitting on the device I had been able to grow my maps.
Not so for the Android App ! BEWARE !

I bought W.Europe lightly - as my TT GO W.Europe includes Slovenia.
Not so for the app, well I just wanted to 'upgrade' to Full Europe maps. It'd just be £10 more.
NO, I CAN'T

I had conversations with TT support which first tried to offload the problem to Google Play,
which clearly states that after the ludicrous 15 mins, you can't get a refund from Google,
you need to contact the vendor (obviously).
Seeing that evidence, the vendor just said the equivalent of .... tough luck ... caveat emptor.

I truly hope to manage to speak to customer CARE, not customer AVOIDANCE.


Google Play Store Help:
[url]http://support.google.com/googleplay/?hl=en_GB&topic=2803007&rd=1[/url]
follow refunds ...
[url]http://support.google.com/googleplay/bin/answer.py?hl=en-GB&answer=134336&topic=2450225&ctx=topic[/url]
After the 15 minute return period:
If you're unsatisfied with an application after the 15 minute return period has expired, we recommend contacting the developer directly

and yet TT keeps saying - ask the Google Store !!! Shameful :
extract from a support chat :

[quote]
If you wish to upgrade to Full Europe than you will need to purchase the
Europe App separately.
I am sorry but the both App are different. You have already used
Western Europe so it cannot be refunded.
[/quote]

[quote]
I am sorry this is something you need to contact Google Play Store
there is nothing which I or my manager can do about this.
TomTom Customer: Google Play policy says ­ talk to vendor !!
TomTom Customer: already been there
: I am sorry we cannot do anything about this.
TomTom Customer: I want to escalate. This is shameful.
TomTom Customer: whom shall I have to contact ?
: You have paid money to Google Play Store so you will need to contact
them, we cannot do anything about this.
[/quote][/quote]

ETA: changed subject wording


Last edited by edoardo on Wed Dec 26, 2012 12:22 pm; edited 3 times in total
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falkirk81
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Joined: Jul 07, 2006
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Location: Newcastle, England, UK

PostPosted: Fri Dec 21, 2012 1:57 pm    Post subject: Reply with quote

If it is any consolation, this is how it works for ALL apps on the apple store too. I think most people think they can just 'upgrade' a UK app to a Europe app for the difference in price, but no, it is a new app as far as all are concerned.

Eg You buy Tomtom UK app for £26.99 but then realise the full Europe app is only £10 more, useful in case you EVER go to Europe driving a car. Too late though, you need to buy the Europe app at full price.
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edoardo
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PostPosted: Fri Dec 21, 2012 2:23 pm    Post subject: Reply with quote

I am waiting for a customer service call - I want to escalate this absurdity with a manager.
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sussamb
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PostPosted: Fri Dec 21, 2012 4:54 pm    Post subject: Reply with quote

Well good luck but you got what you paid for, then realised you'd made a mistake. What makes you think you shouldn't pay for it?
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edoardo
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PostPosted: Fri Dec 21, 2012 4:57 pm    Post subject: Reply with quote

sussamb wrote:
Well good luck but you got what you paid for, then realised you'd made a mistake. What makes you think you shouldn't pay for it?


Simply, decent customer care - I am asking to upgrade, having to pay twice seems ludicrous to me.
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sussamb
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PostPosted: Fri Dec 21, 2012 6:01 pm    Post subject: Reply with quote

Well that's the point surely. There isn't an 'upgrade'. You bought a product. Now you want another product. You feel you should only have to pay the difference between the price of one and the price of the other. The retailer doesn't agree, and I can understand why.

As I said, good luck but I'll be surprised if you get what you want Wink
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falkirk81
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PostPosted: Fri Dec 21, 2012 6:37 pm    Post subject: Reply with quote

What makes it worse is that it's not a tangible product like a DVD or a car. There you 'could' upgrade the product as you could hand back the old product and get an upgraded one if the retailer allowed.

In your case, it's not a tangible product. You have had use out of the app, now you realise there is a more suitable app out there.

Google and Tomtom don't have to do anything, they have done nothing wrong.

This is why you are being told 'no' from them both.

I suspect you will not win this argument, but you may if you get a compassionate customer service person!
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FrequentFlyer
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Posts: 962
Location: London

PostPosted: Sun Dec 23, 2012 10:40 am    Post subject: Should take more care....... Reply with quote

Problem is...people don't check exactly what they are ordering and then blame someone else when it's not right....I have little sympathy. I learn't a lesson like this years ago, and now, I check and double check. I also now need a South American map.....perhaps I should complain that it should be included with Europe, as I 'didn't understand'.

ps Not that I have any love for TomTom whatsoever...they sadly lost me after many years, to Sygic and CP8, when they refused to acknowledge the market for my new, at the time, smartphone..bunch of idiots.
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edoardo
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PostPosted: Wed Dec 26, 2012 12:43 am    Post subject: Reply with quote

My escalation was successful and I now ordered the Full Europe App
as the W.Europe is being refunded.
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jonbaker12345
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Joined: Jan 19, 2011
Posts: 115

PostPosted: Wed Dec 26, 2012 9:46 am    Post subject: Reply with quote

edoardo wrote:
My escalation was successful and I now ordered the Full Europe App
as the W.Europe is being refunded.


What excellent customer care from TomTom!

I trust you'll be changing the subject header? Very Happy
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IanS100
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Joined: May 05, 2008
Posts: 870
Location: Southport

PostPosted: Wed Dec 26, 2012 12:16 pm    Post subject: Reply with quote

jonbaker12345 wrote:
edoardo wrote:
My escalation was successful and I now ordered the Full Europe App
as the W.Europe is being refunded.


What excellent customer care from TomTom!


Maybe TomTom CS have made a New Years resolution (a little early) for service Over & Above Very Happy
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edoardo
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PostPosted: Wed Dec 26, 2012 12:23 pm    Post subject: Reply with quote

jonbaker12345 wrote:
edoardo wrote:
My escalation was successful and I now ordered the Full Europe App
as the W.Europe is being refunded.


What excellent customer care from TomTom!

I trust you'll be changing the subject header? Very Happy


done!
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