Apart from the horrendously long wait for someone to answer right after Christmas (no great surprise there), I found my experience with tech support here in the U.S. to be excellent. The person to whom I spoke resolved one issue by tweaking their database on my behalf, answered my 2nd question, and although not sure of the answer to my 3rd question, was able to get an answer while I waited.
On a subsequent call related to an inability to download maps, the problem was resolved immediately.
All in all, and apart from the wait, a very good pair of experiences. Can't say that JD giving them some kudos surprises me. Better telephone experience than I've had with most manufacturers.
Their email support is bloody awful -- it's been close to 3 weeks with no reply to a series of the same 3 questions (per above) posted to them. Their IT department (no doubt headquartered back in the hinterlands of NL) could also use some help. I can't believe they don't know how swamped their map server is, and how frustrating it is to wait 3 and 4 hours for a file set to download.
It's funny how the various parts of a company often provide such disparate customer experiences. Celebrity (the cruise line) is just the same, only in reverse. Their telephone support is not very good, but their shipboard service is outstanding. Wonder which company with which I have some experience some day will put it all together?
