Europe Maps with Map Guarantee

[phybersplice]

Anyone who has a 920/920T been able to get the Europe 7.15 maps downloaded from Home?

I have been having some issues with TomTom Customer care:

Response (ST Sierra) 03/11/2008 10:34 AM
Dear Customer,

Thank you for contacting TomTom. We appreciate the time you have taken to contact us in regard to . Our goal is to provide you with exceptional customer service, and we are happy to help!

I do apologize if you were given misinformation, but at this time we are unable to give the European maps under the latest map guarantee.

If you have any further questions or comments, please e-mail or call us at 866-486-6866 Monday through Friday, 8:30 AM until 7:00 PM EST. Thanks again for writing. At TomTom we believe in showing you the way the easy way.

With Best Regards,

Sierra and The TomTom Customer Support Team

Customer 03/11/2008 10:12 AM
I was told otherwise on my last phone call into the call center.
I was told that I would have Europe enabled to update when I had sent in my proof of purchase and code for map guarantee.




So I read the back of the certificate with the code, and I decided to send them this:

Discussion Thread
Customer 03/12/2008 12:58 AM
I have just read the back of the certificate for the 1 Year Map Guarantee.

It says:

1) New map releases for 1 year. Tomtom releases new maps on a regular basis to reflect all the changes in the road network. With the TomTom 920, you are entitled to download*+ all the new maps releases for one year at no charge.

* broadband connection required
+ if you connect your TomTom Go to your computer, TomTom Home will start up automatically. Home requires an internet connection to perform the relevent tasks.


Your written documentation makes no reference to strictly one map for the guarantee.

Since my GPS (920) came with both Europe and North America, and there's an update available for Europe which I have not received yet, please enable that for me to download and update my GPS.




Thoughts?

 

[96ss]

I am with you 100%. Since I don't travel to Europe often, I am not going to ask for the update. But it is totally the principle of the thing. I may request it towards the end of my year of ownership. I know they will have newer technology out by then.

 

[phybersplice]

Here's the reply.
I'm getting pissed off since what's written is legal, and since they're saying no, that's crap!

I'm on the phone with customer support at the moment....Standby.



Response (ST Sierra) 03/12/2008 09:23 AM
Dear Customer,

Thank you for contacting TomTom. We appreciate the time you have taken to contact us in regard to the latest map guarantee. Our goal is to provide you with exceptional customer service, and we are happy to help!

I do apologize for the inconvenience, but again the map guarantee does not apply to the maps of Europe at this time. If you would like to call in and speak with an agent one on one you are welcome to do so. We can be contacted at the number listed below.

If you have any further questions or comments, please e-mail or call us at 866-486-6866 Monday through Friday, 8:30 AM until 7:00 PM EST. Thanks again for writing. At TomTom we believe in showing you the way the easy way.

With Best Regards,

Sierra and The TomTom Customer Support Team

 

[phybersplice]

They got out of it by pointing me to:

http://www.tomtom.com/1yearmaps/

There it states:

Free map updates for 1 year

TomTom releases new maps on a regular basis so you always have the most accurate maps possible. Your new TomTom GO 920/T comes with free North American map updates for one year.

Click Continue to activate your promotion and make sure that you always have the most up-to-date maps.

Damn, Screwed!!!!!!

 

[dhn]

Your 920 came with BOTH maps. Also, other 920 users have been able to get BOTH updates. Time for you to call (again) and speak to a supervisor.

 

[phybersplice]

Your 920 came with BOTH maps. Also, other 920 users have been able to get BOTH updates. Time for you to call (again) and speak to a supervisor.

Hmm ...

Were you able to do it?

Anyone have a case # that I could use as a defence?

 

[chipichape]

I called them for the updates and got the NA715 map. They refused to give me the Europe map, claiming that I am entitled to 1 free map only (within the 30 days map guarantee).

I tried to point out that my 920T comes with both NA&Europe maps and it is simple unfair to ask me to buy the map which is the actual release on the day I bought my TomTom (it came with 710 maps, but 715 was released weeks earlier).

I opened a compaint case as well.

They rejected both my verbal and written claim.

Chip

 

[F22]

It may be time for a complaint to the Better Business Bureau.

I called the other day and did get the US update added and but told them I expected the Europe, too. I guess I did not get that added since I don't see it available.

One thing - If they continue in this vein, I will not be able to recommend them to friends. Customer service is as important as the product, especially, when the product is kind of a "subscription" service.

Also, I guess that I can return the device to Costco.

(edited to add)

Timing is everything and just after posting my email got the following from TT:

"Thank you for contacting TomTom Customer Support regarding. My name is Shellie and it is my goal to provide you with an exceptional customer experience.

We only have North America maps under our guarantee. To update maps of Europe they must be purchase through TomTom Home.

If you have any further questions or comments, please email or call us at 866-486-6866 Monday through Friday, 8:30 AM until 7:00 PM EST. Thanks again for writing. At TomTom we believe in showing you the way the easy way.

With Best Regards,

Shellie and The TomTom Customer Support Team"

.....................................

Not very happy with their "exceptional customer experience!"

 

[dhn]

Folks, goto the thread in this British forum:

http://www.pocketgpsworld.com/modules.php?name=Forums&file=viewtopic&t=65228

Look particularly at the post by Andy_P2002.

 

[Mike28a]

I purchased the Western Europe map, 7.10 on Jan 9 for my 720. The new maps, 7.15 came out on Feb 6 or so. I called TT and they graciously upgraded the unused W Eur. to 7.15 on the spot. I have a 4G card, so space wasn't an issue for me. Seems it depends on who answers the phone at support.

 

[F22]

Yeah, that's me carrying on the dialog with Andy!!!!!

I have not called yet on the Europe maps. I don't want to get too pissed off just yet!!!

 

[dastagg]

I too asked for the Europe maps and answer was no, only NA map. Now according to the guarantee still, when another NA maps comes out, I can still get it also as long as it is withing the one year guarantee. This is what is stated on the guarantee, is this not the case in anyones case? My understanding is it isn't a one map for a year update, but all updates. Correct?

 

[Smokiewolf]

Read this post, guys.
https://www.tomtomforums.com/showthread.php?p=54212#post54212

 

[dastagg]

Read this post, guys.
https://www.tomtomforums.com/showthread.php?p=54212#post54212

Now that sucks. If I had known that, I would have waited till much later in the year to get a map update. I undersood and understand the program to be always up to date for one year with any map updates made for one year. How can they back out of that????

 

[F22]

Now that sucks. If I had known that, I would have waited till much later in the year to get a map update. I undersood and understand the program to be always up to date for one year with any map updates made for one year. How can they back out of that????

It is amazing how fast a company can squander its goodwill. TT has now left a bad taste in my mouth and I am spreading the word to friends looking for gps systems.