TomTom Support Incidents

gluey · Posted: Tue Feb 24, 2009 10:35 pm Post subject: TomTom Support Incidents

Hi All,
If I look at my question history on TT site, Most of my problems have never been resolved but are closed down by TT by saying that it will be sorted on the next release of the software.

I assume most of you are in the same boat here.

What if we reopen each of these incidents every time they close them until its fixed.

I mean if they close them down then as far as TT are concerned thats It.

Iam not buying any more TT stuff until my 520 does what i bought it for!

So Come on and reopen your incidents!

Calomax · Posted: Tue Feb 24, 2009 11:04 pm Post subject:

I've never been able to find a way to reopen a closed incident. I always have to start a new one.
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gluey · Posted: Tue Feb 24, 2009 11:19 pm Post subject:

Dam it your right!
Must have changed that as i used to be able to reopen them.
Another way to keep us down.

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

That's relatively bad news...

This tell us: That customer support is being measured on number of open tickets, not number of resolved tickets. Not atypical, but not good for us as customers, nor for the Engineering dept. 'Cos they won't get to hear the magnitude of the problem either. "How many open tickets on stutter do you have today?" "Err, only 2."

It can also mean that the focus - customer support and engineering - are on those problems which by their very nature have to stay open a long time because multiple interactions with the client are needed. I.e. from inexperienced users being hand-held through re-installs. "What's the problem with the most open tickets at the moment?" "Helping people Install Home on Windows as usual."
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AndyVaughan · Posted: Wed Feb 25, 2009 7:58 pm Post subject:

Just log them again referencing back to the original. If it is regarding the lag/stutter issue then copy and paste the list of 59 support instances logged on the petition thread in to your ticket with TT, and then add your new case number to the thread.

Andy

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