 Tom Tom GPS can't even find their customers Strengths: Hard to find any when you have no support
Weaknesses: Lack of Customer Service
Summary: 2006-06-20 14:57:39 Tomtom Navigator 5 Software
I Have owned this software since August 2005 (6 months now). The program works great. The Semsons I.Tek M3 BT GPS receiver and TOMtom bound with my Siemens SX-66 PPC without issues. The only map related problem I had was near Lancaster PA when I the roads did not come up accurately. Instead of names, Tomtom listed them as “township x.” I am hoping there is an update to this.
My gripes are for one, customer service is horrid! When I got the software, there was an error and I had to attempt re-install. It still would not work. I placed an email on their support site. I was expecting a timely reply, but never got one at all!
So anyway, I attempted another install of the application into my wife’s Pocket PC. It worked thankfully. In any case, I was given two activations because of this. Apparently that is all the activations you are allowed. After that, you cant even install the software. That is my second complaint. Because now, 6 months later, I have upgraded my windows mobile pocket pc phone edition device and I can’t install it.
I have placed no less than 3 phone calls over a 4 week period to their CS dept only to talk to a “level 1” support person.
My message was taken in detail outlining my above complaint, and a “level 2 technician would call me back within 24 hours.”
Well, only once did they get back to me and that was only ATFER the 2nd call, and nearly 2 weeks AFTER the first call mind you, leaving me a voice message because I wasn’t home, that my old device was not on their compatibility list, giving me instructions on calling back AGAIN “if I had any problems.”
Naturally the company wants to prevent piracy and limit installs. Who doesn’t do this nowadays? But at least have CSR that can help the legitimate users who spent a lot of money on something that won’t work at all.
Lastly, TomTom is overly priced in comparison to other software, by a good 50% margin on some.
Anyhow, my third call was fruitless, rehashing everything I reported originally and TomTom has neglected this customer.
Go with another vendor and save yourself the aggravation.
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