I ordered and paid for a map upgrade online. The upgrade was required specifically for a long journey as part of a trip to Europe. The upgrade would not downlaod due to a technical glitch by TomTom. I stated verbally that it was essential it was available within 24 hours and I would want compensation if it didn't. It didn't arrive in time. Three weeks later on my return from overseas, (where I had been misdirected by an out of date map!) I decided to write the event off to experience and downloaded the upgrade which I had paid for and had since become available. Two days later TomTom made the download available at a discount! Since this "rubbed salt in the wound" I felt a refund was warranted - if only to the value of the discount now granted to customers who hadn't yet paid for a download that wouldn't download!
The following is a verbatim record of my complaint as recorded on Tomtom's intranet - the first element is where customer services request that the original technical problem is put right, the second is their informing me it was now available to download (10 days later), the third is my omplaint... And those that follow are Tomtom effectively telling me to "*k off", and my unsuccessful attempts to get the complaint referred to a higher level of management. I'm sure you will agree that TomTom customer servicers are "unsympathetic, intransigent, and in the end... Condescending"! My TomTom is going on Ebay!
Thanks for taking the time to read this report -
02/06 04.54 PM
Hi,
Please can you assign the Plus Service (s) to the customers account?
I have checked that the device code has been entered on the account.
Order number: 301867021
Order status: Completed
Product & article number: Map of Western Europe v7.20 1G02.010.7.20
Thank you,
Response (Christopher W. (UK) 10/06 03.30 PM
Dear Mr Ward,
Thank you for contacting TomTom Customer Support.
Your reference for your query is 080602-003824.
Please follow the steps below in how to install your version 7 map to your TomTom device.
(etc etc etc. Not of relevance)
With Best Regards
The TomTom Customer Support Team
Customer (Michael Ward) 30/06 07.04 PM
I would like you to address the following issue - you will see from the attached e-mails that I ordered and paid for my map update on 2 June. I needed to download the update promptly in time for a 400km plus journey in southern Spain on 4 June.
The map was not assigned to my account - entirely down to some sort of glitch at your end - until after I had returned from Spain... And incidently, suffered the results of my out-of-date map!
To add insult to injury... You then send me an e-mail offering the map at a 30% discount!
I deserve... And demand! A refund!
Martin Ward
Response (Christopher W. (UK) 01/07 08.16 AM
Dear Mr Ward,
We apologise in the delay of assigning your map to your account, we have fulfilled our promise and provided you with the product as you purchased and at the price that you agreed to.
With Best Regards
The TomTom Customer Support Team
Customer (Michael Ward) 01/07 09.06 AM
Actually, the requisite elements to satisfy your promise include the "time" of delivery. Your service promise is "download following payment"... And you didn't deliver that service! Please refer this complaint to a higher level of management.
Response (Christopher W. (UK) 01/07 12.03 PM
Dear Mr Ward,
Our Records also show that this map has been downloaded on the 20th of June, to device AKSS8BJBRE, so we have provided the product you requested and you have installed it to your Tom Tom unit.
With Best Regards
The TomTom Customer Support Team
Customer (Michael Ward) 01/07 05.36 PM
It was downloaded because you had charged me for it!!! What do you expect me to do... NOT download it! The point is it could not be downloaded in time for my journey because of a technical issue at your end... Ie you failed to deliver on time!
You ignored my request in my last communication to put this complaint to a higher level of management. So, I ask one more time... Please put this complaint to a higher level!
This is not a game.
Response (Christopher W. (UK) 02/07 10.40 AM
Dear Mr Ward,
You bought this map and have downloaded it to your unit so there is no possibility or grounds for a refund on this purchase.
With Best Regards
The TomTom Customer Support Team
Customer (Michael Ward) 02/07 07.33 PM
This correspondence is becoming circular. Here is one final attempt to explain my frustration -
A I paid for the map upgrade of Western Europe.
B The map upgrade did not work
c I reported the problem and said the upgrade was important for an imminent journey
d You said you would try to solve the problem, but could not guarantee a positive result before my departure. I said at the time that I would be looking for compensation if it did not come soon, since I had already paid for it.
E the download did not become available until after my return from Europe.
F on my return from Europe I downloaded the map - I had after all paid for it, even if I had no immediate use for it.
G three days later you announce that there is a discount on map downloads - including Western Europe
h I complain and ask for a refund but your only response is to tell me there is absolutely no justification for any refund and refuse to put my complaint to a higher level - despite two requests for you do so.
Do you still feel that I have no grounds for complaint/refund?
Do you still refuse to put this complaint to a higher level?
I look forward to your reply and would inform you that should your response be negative once again, I shall certainly not be corresponding with you any more on this issue apart from referring you to the verbatim report of your intransigence on the website -"usacomplaints.com". Frankly, your customer service probably deserves a report on this website even more than I deserve a refund!
The ball is in your court.
Response (Christopher W. (UK) 03/07 11.40 AM
Dear Mr Ward,
Here is the reason why we can not refund the map:
You have downloaded on to your unit and are using the very item that you purchased,
You have purchased an item from Tom Tom,
Tom Tom have provided the item as requested, albeit not in your preferred time frame but none the less this product has been provided.
You have then installed the item and are using it.
If you wanted a refund on this product then why did you download it and install it in to your unit? You are currently using this product so there are no grounds for a refund.
There is nothing else that we can say on the matter, if you wish for any further information than please check http://www.tomtom.com/legal
With Best Regards
The TomTom Customer Support Team
Customer (Michael Ward) 03/07 09.09 PM
I note that you have nothing more to say on this matter but since you asked me a question... I'll answer it anyway
I didn't request a refund until after I had downloaded it, because two days after I downloaded you e-mailed me to offer me a discount on a map for which I had already paid full price but couldn't use for the purpose I had bought it because your technology didn't work properly. If you look at my original e-mail, that was exactly the point I made but you chose to ignore it! I'm coming to the conclusion that you actually set out to annoy your customers with a condescending and unsympathetic attitude... And I can assure you that I am going to publicise that attitude as widely as possible. Goodbye.
Martin ward
Solihull
United Kingdom
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