Recently I had to open a support case b/c my RDS-TMC antenna stopped working immediately after I upgraded from a GO910 to a GO920...
After 30-40 minutes of working w/ tier 1 support, they said they would have to escalate to tier 2 and I would receive a call in 24-48 hours.
After 3 days and no calls, I followed up and was told it would be 3-5 business days.
Guess what, after 5 business days I followed up again, b/c I received no call...I was told it could be 7-10 business days; I asked for a supervisor, who told me he assumes it is being worked on by engineering, but support has no way to contact them other then by email; they are NOT allowed to pick up the phone ...I was told if I don't receive a called in 24 hours, open a CRS (customer relation request), which I did.
...to make a long story short after waiting 24 hours for the CRS to call back (which never did) I called again and got no where - I did find out however the US TomTom support is outsourced and they are NOT TomTom employees.
A quick google search revealed TomTom US Corporate HQ phone number (978.287.9555). I called spoke to a very nice operator that handed me off to an engineer and in 15 minutes he told me TomTom Support was escalating to an engineer that was out on disability for the past month and continues to be out on disability...probably why no one responded to the email. Furthermore he solved my problem (sort of) by sending a new antenna (it should arrive tomorrow - hopefully it will work).
I spoke with a supervisor today to go over the issue - he had nothing to add, except for a lot of double-talk; he would make a good politician; I asked him about MapShare and Home 2.4 to see if their is any known issues; here is the response in part (i'm paraphrasing)...Other users have called w/ the same issue, we have been able to replicate in our offices as well, but their is no known issue, nor have we escalated to engineering, etc
Long of the short if you don't get anywhere with TomTom Support call corporate HQ!
After 30-40 minutes of working w/ tier 1 support, they said they would have to escalate to tier 2 and I would receive a call in 24-48 hours.
After 3 days and no calls, I followed up and was told it would be 3-5 business days.
Guess what, after 5 business days I followed up again, b/c I received no call...I was told it could be 7-10 business days; I asked for a supervisor, who told me he assumes it is being worked on by engineering, but support has no way to contact them other then by email; they are NOT allowed to pick up the phone ...I was told if I don't receive a called in 24 hours, open a CRS (customer relation request), which I did.
...to make a long story short after waiting 24 hours for the CRS to call back (which never did) I called again and got no where - I did find out however the US TomTom support is outsourced and they are NOT TomTom employees.
A quick google search revealed TomTom US Corporate HQ phone number (978.287.9555). I called spoke to a very nice operator that handed me off to an engineer and in 15 minutes he told me TomTom Support was escalating to an engineer that was out on disability for the past month and continues to be out on disability...probably why no one responded to the email. Furthermore he solved my problem (sort of) by sending a new antenna (it should arrive tomorrow - hopefully it will work).
I spoke with a supervisor today to go over the issue - he had nothing to add, except for a lot of double-talk; he would make a good politician; I asked him about MapShare and Home 2.4 to see if their is any known issues; here is the response in part (i'm paraphrasing)...Other users have called w/ the same issue, we have been able to replicate in our offices as well, but their is no known issue, nor have we escalated to engineering, etc
Long of the short if you don't get anywhere with TomTom Support call corporate HQ!