Poor support?

EddyDC · Regular Visitor Joined: Oct 04, 2007 Posts: 150

Hi,

I tried to report several issues with my X980T New Edition and for now I'm not so happy about the support.

First of all, it's hard to find the support form, which is BTW not available in Dutch (luckily we're a polyglot). The X980T isn't available as device to choose from so I mentioned it in my report.
One can't seem to post multiple report in one day, since one gets only one ticket number back (for the first posted).

I got yesterday some 'answers' which are nothing more than copy/pasted standard answers with a name under. One didn't take the time if:
- the device is covered (despite clearly mentioned by me)
- the SW version is covered (despite clearly mentioned by me)
- it occurred on the viaMichlin planning site (which I mentioned, with link included)
- there were additional questions to be answered

So for the time being, I'm far from happy with the support and getting regrets having bought a viaMichelin. I hope that one change my conclusion.

Eddy

PS Where’s Stu these days? I didn’t get a sign of life for a while now.

BigPerk · Posted: Tue Dec 04, 2007 1:01 pm Post subject:

Hi EddyDC. Stu is very alive and well but I think he is only replying to PM messages at the moment, probably until he has got a response from his development people to all the queries that have been raised (I understand he has a meeting this week). I asked him about one issue and he replied really quickly.

I suggest you get in touch with him directly to see if he can stir the support people up for you.

EddyDC · Regular Visitor Joined: Oct 04, 2007 Posts: 150

I already PMed and mailed him without any response :-(

Clive06 · Posted: Tue Dec 04, 2007 2:27 pm Post subject: Re: Poor support?

Deepfour · Posted: Tue Dec 04, 2007 10:10 pm Post subject:

Hi All

Sorry that I haven't been in touch for a while but to say that we are busy with the Christmas rush would be an understatement.

I just wanted to update everyone on whats going on and how we are stiull working to support you.

I have a meeting on Thursday with Product Management and while I can't promise that all the issues will be cleared up right away, I do have the list from the site (thanks to you all) and will be going through each issue.

Just to let you know the V7.02 update on the web fixes several problems including:

"Slip Road Flaw": Route would take you off some slip roads then back on again.
- Message "Corrupted data" in Content Manager, under Vista
- Dangerous curves indication (left or right) was random
- System would shut down when deleting a stage along route planning
- No route after download of MyViaMichelin via GPRS
- ... and many wording mistakes that were corrected

We will have an update arounf 17th Decenber to V7.03 which will fix the speed camera download issues some people are getiing and other issues - I will post a full list of what this changes when I have it.

I know that some of you have had an issue with creating new folders when you have downloaded V7.02 and would ask anyone who can to email me a screen shot of this error to show to the developers.

I have now got a direct line to one of the chief software developers on the team and any info you give will be directed to him to make any urgent changes which affect the use of the products. Any cosmetic changes you want to recommend will be taken on board and put forward for inclusion in V8 in March but I think we need to sort out errors first.

Thanks to you all for the support,

Regards

Stu
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EddyDC · Regular Visitor Joined: Oct 04, 2007 Posts: 150

After some time reporting issues, I'm losing my patience. Reporting is already a pain. I can't report more than 1 a day and one has to wait a long time before getting a reference back and 'some' answer.
It takes a while before one understands the problem and I still don't have satisfying answers or dates of fixes, etc.

Deepfour · Posted: Mon Dec 10, 2007 4:44 pm Post subject:

Eddy

I have conatcted you personally and asked you to give your details to me so that I can get someone from our team to talk you through the issues - to date you have elceted not to give me any contact numbers
If you can't accept calls during office hours then please let me know time that you can be contacted and I will arrange a call from a technical person.

Cheers

Stu
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Leyio = Share anywhere anytime!

www.leyio.com

Keep your eyes open in 2009 for a new way to share and swap files......Leyio!

EddyDC · Regular Visitor Joined: Oct 04, 2007 Posts: 150

Stu,
I've sent you the phone details, but I wonder if things can be solved by phone since all reports concerns software issues to be fixed (Itenerary, voice guidance and other errors) and lack of a Vista 64 bit driver.
The way to report via the site can be done much better too.

Eddy

Bertie100 · Regular Visitor Joined: Aug 05, 2007 Posts: 112

EddyDC · Regular Visitor Joined: Oct 04, 2007 Posts: 150

BigPerk · Posted: Tue Dec 11, 2007 12:09 pm Post subject:

Of course strictly you are right Eddy, but I agree with Bertie100 - don't forget how lucky we are (in my humble opinion!) to have such ready access through Stu's efforts. I wouldn't want him to start wondering why on earth he put himself in the firing line in the first place!

I await the outcome of Stu's meetings with the production people, but am pretty confident from the experience of this forum that we will see a lot of our problems sorted soon and some requests taken on board.

I have only to think back to my recent experience with 'big G' , to feel I haven't got too much to worry about on support with VM. There simply wasn't ANY with the previous company, which was a strong reason for my changing - and others don't seem to be too pleased with other companies either.

David

jonandmarkuk · Posted: Tue Dec 11, 2007 12:26 pm Post subject:

Bertie100 · Regular Visitor Joined: Aug 05, 2007 Posts: 112

Eddy,

Like BigPerk says you're strictly correct. In an ideal world 1st line support should be experts, but sadly this is often not the case (with almost any company).

We are extremely lucky to have Stu helping us on this forum... It's a two way thing...He can help us and we can help him improve the product. You won't see any other manufacturer doing this kinda thing... I think it's great that ViaMichelin are listening to our inputs. Sure this may take some time (the software development cycle always does), but I'm confident our suggestions are being taken on board.

Eddy, I suggest contact (by PM) with your frustrations about your support and Vista issues and see what can be done. With the 64-bit Vista issues you may find there is some other software dependency that is preventing them from poring it at the moment. I'm a software developer my and know that porting applications to Vista is a pain in the ****.

Cheers,

Rob

EddyDC · Regular Visitor Joined: Oct 04, 2007 Posts: 150

Indeed, support from Garmin isn't good at all. I've had Garmins for X years and kicked it out for a Michelin. I was doubting between VM and TT, but I've seen a lot o negative things about the TMC and V7 software on TT, that I took VM.
And again, I appreciate Stu's efforts pretty much. My 'negativism' comes from the fact that the V7 contains a lot of problems and I'm getting impatient and thinking that I'm getting in a second garmin cycle.

jonandmarkuk · Posted: Tue Dec 11, 2007 1:19 pm Post subject:

If you think VM support is bad, try Navman's support. They are UK based and have the ability to simply ignore issues even exsist.
You go round in circles so much that you just give up.

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