Live services On older devices

arfurdent · Regular Visitor Joined: Mar 05, 2006 Posts: 116

Called TomTom Customer Support (oxymoron?) and initially got offered ten days. After discussion this crept up to a month. They would not budge after that.

justbrowsing · Frequent Visitor Joined: Nov 10, 2011 Posts: 678

psyskiesman · Posted: Wed Apr 06, 2016 6:19 pm Post subject:

After contacting CS via e-mail, they replied asking for exact dates of outage and hinted at 14 days compensation. I e-mailed back quoting their own Forum message offering 3 months. Today I had another e-mail from them offering the 3 months compensation; very fair I would say!

justbrowsing · Frequent Visitor Joined: Nov 10, 2011 Posts: 678

arfurdent · Regular Visitor Joined: Mar 05, 2006 Posts: 116

Mally1957 · Posted: Sun Apr 10, 2016 7:55 am Post subject:

I was going to contact TomTom about the outage on Monday but this morning got an email from them giving me the full 3 months extension so my advise would be to await this for anyone who has not contacted them yet to avoid the offering of shorter term extensions.

The text was

We’re delighted to let you know that the issues facing drivers using our LIVE services has been resolved. We’d also like to apologise unreservedly for the outage. We understand that so many of you rely on our LIVE services, everyday – and we’re working very hard to ensure that this doesn’t happen again.

In light of the outage, we will extend the subscription of the LIVE services by three months to those drivers affected. You do not have to do anything – the subscription will extend automatically.

Thank you for choosing TomTom.
_________________
Malcolm

A now retired Tomtom 940 v9.541.3145439.1 OS:1493118, GPS v1.20 Boot 5.5120, West Europe Map v1025.9386

JimmyTheHand · Frequent Visitor Joined: Apr 16, 2005 Posts: 386

I got the same email - didn't think to check TomTom dates when I went out and I am sure I'll remember tomorrow as I walk into Office after parking car and switching off TomTom
_________________
J.

mottus · Occasional Visitor Joined: Oct 13, 2004 Posts: 26

As has been communicated on this site, TomTom were incapable of providing access to their Live Services for 7-8 Days over the Easter Period.

Similarly, I (and others) lost access to Live Services yet AGAIN on Tuesday 12th April.

Something to also be aware of, is that if you have an older device (like mine - XL Live) - you cannot raise a call against TomTom Support in respect of Live Service as you are told your device is no longer supported! Even though the issue is that TomTom are unable to consistently provide Live Services - which is nothing to do with your actual device but the "service" they charge extra for - you are unable to raise the issue with Support.

I understand that some "lucky" customers have been provided with three months free extension to their Live Service subscription (I haven't) - but it hardly seems much compensation to be offered three months of something TomTom are unable to provide.

I would advise anyone considering purchasing a TomTom device to think again. And should you still decide to purchase a TomTom device, don't bother paying extra for Live Services, as you'll find yourself left with a TomTom paper weight.

Even on the rare occasion that Live Service connects, you can almost guarantee that that as soon as you hit a severe delay, suddenly you'll find TomTom Live Service becomes uncontactable.

Frequently, the Motorway Matrix signs report the motor way is blocked however Live Services report there is "no delays on your route". Even after arriving at the site of the blockage, some hours later, Live Services will still report "no delays on your route". Even while you are being diverted off the motorway (as it's been blocked for hours), Live Services will continue to advise "no delays on your route" - and try to put you back on the closed motorway, rather than navigate you around it.

If you want a system which provides navigation and warnings of traffic delays on your route, DON'T pay for TomTom Live Services. If you want hours of frustration sat in traffic swearing at yourself for being so stupid to pay TomTom to provide a Live Service for Traffic Updates, go ahead.

Or you could simply just take the Live Service subscription and donate it to charity - at least you'll have a good feeling for a while rather than a year of knowing you've been ripped off.

justbrowsing · Frequent Visitor Joined: Nov 10, 2011 Posts: 678

Mally1957 · Posted: Thu Apr 14, 2016 4:50 pm Post subject:

justbrowsing · Frequent Visitor Joined: Nov 10, 2011 Posts: 678

Mally1957 · Posted: Thu Apr 14, 2016 5:02 pm Post subject:

psyskiesman · Posted: Thu Apr 14, 2016 5:56 pm Post subject:

I can confirm my promised 3 months extension was applied straightaway. Maybe it was because I said some nice things about TomTom in my email, and remember also, this problem was probably caused by Vodaphone, cos their coverage these days appears to leave a lot to be desired.

justbrowsing · Frequent Visitor Joined: Nov 10, 2011 Posts: 678

FINALLY a result!
After a further 2 email chasers I've NOW got the 3 months extension promised to me on 5-Apr.
Mind you Lisa still came back with "I am sorry for my delay in responding to you. We are checking the status of the automatic compensation and I should have an update for you shortly" and then another message "I have now been authorised to add the 3 months Live services manually to your GO Live 550. You are now subscribed until ..."

So, still no "automatic compensation" so either be patient or chase the bugggggers up again!

	PocketGPS
	Web