- Joined
- Mar 9, 2008
- Messages
- 4
My Map Update/Customer Service Experience
About two weeks ago I purchased a refurb ONE "New Edition" that came preloaded with the USA & Canada 710 maps. I noticed that newer 715 maps were available, so I attempted to use the Latest Map Guarantee in HOME, but it told me I had the most current maps installed. So, after reading the horrible customer service experiences many of you had, I was NOT looking forward to dealing with the folks at TomTom. Anyway, I called them up and explained to tech support what I just noted above. The woman simply said to fax them a copy of my receipt, which I did the next morning...total call time 5min. After getting home from work that day, I hooked my ONE up to my computer to see if they made the 715 maps available to me, but they had not. So, I called them back to follow up, giving them the reference number that was provided to me from my first phone call. The woman said she saw that they received my faxed receipt and asked me to hold for a moment. When she came back, she said she made the 715 maps available and that all I had to do was update in HOME. I told her I was already logged in and asked if she would hold on for a second while I attempted the update to be sure it was there. She did and it was...total call time 10 min. TomTom honored their guarantee without hassle and their customer service was surprisingly fast, courteous and polite. Needless to say, I'm a very happy TomTom customer! (Of course, it would have been nice if the Latest Map Guarantee worked via HOME the first time I tried, instead of saying I had the latest map, which I clearly did not...they need to fix that...but, anyway...)
About two weeks ago I purchased a refurb ONE "New Edition" that came preloaded with the USA & Canada 710 maps. I noticed that newer 715 maps were available, so I attempted to use the Latest Map Guarantee in HOME, but it told me I had the most current maps installed. So, after reading the horrible customer service experiences many of you had, I was NOT looking forward to dealing with the folks at TomTom. Anyway, I called them up and explained to tech support what I just noted above. The woman simply said to fax them a copy of my receipt, which I did the next morning...total call time 5min. After getting home from work that day, I hooked my ONE up to my computer to see if they made the 715 maps available to me, but they had not. So, I called them back to follow up, giving them the reference number that was provided to me from my first phone call. The woman said she saw that they received my faxed receipt and asked me to hold for a moment. When she came back, she said she made the 715 maps available and that all I had to do was update in HOME. I told her I was already logged in and asked if she would hold on for a second while I attempted the update to be sure it was there. She did and it was...total call time 10 min. TomTom honored their guarantee without hassle and their customer service was surprisingly fast, courteous and polite. Needless to say, I'm a very happy TomTom customer! (Of course, it would have been nice if the Latest Map Guarantee worked via HOME the first time I tried, instead of saying I had the latest map, which I clearly did not...they need to fix that...but, anyway...)
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