TomTom + Apple = Fail

Discussion in 'iOS Apps' started by ct2k7, Aug 22, 2009.

  1. ct2k7 macrumors 603

    ct2k7

    Joined:
    Aug 29, 2008
    Location:
    London or Florida
    #1
    I emailed TomTom to ask for more information about their released app, and here's the conversation:

    Initial:


    Dear Sir / Madam,
    I have recently bought the iPhone app for the UK & Ireland. I have a few questions:
    1. Is Tom Tom working on a Update? If so, do you have a timeline for this update?
    2. Will any future Updates free or will there be costs involved?
    3. Am i able to install voices for my iPhone? (e.g. Homer Simpson etc).
    4. I have the UK & Ireland version, if at any time in the future i want to Update to the Europe version, will i be able to buy these maps rather than buying a whole new app?
    I would really appreciate your help!
    Regards,

    [hr]

    Response:


    Dear Mr ,
    Thank you for contacting TomTom Customer Care
    The reference number for your query is xxx
    Apologies, but as as Apple is selling this software, all pre-sales questions must be directed to them. I am afraid I do not have the information you are requesting.
    With Kind Regards
    The TomTom Customer Care Team

    [hr]

    Ok... WTF? email back:


    Hi,
    Let me get this straight:
    1. You cannot tell me if Tom Tom is working on a Update for the current version of the application?
    2. And you are not able to tell me if the Updates will be free or not?
    3. You don't know if i can install / buy a voice pack for my iphone?
    4. You cannot tell me if i can buy additional maps in future?
    All the above points have got nothing to do with Apple. They sell the app but it's your application. I must say I am very annoyed with your response. I just spend £60 on your app and do expect some sort of customer service.

    [hr]

    And the response... :

    Dear Mr ,
    Apologies, but this is a joint venture between TomTom and Apple, the questions you are asking are regarding pre-sales for future Updates and purchases. This is all being dealt with by Apple. I am sorry, but I cannot provide information that we do not have. I can try to answer your questions, but I do not have all of the information.
    1 - I am sure that an Updated application is being worked on, but have no news on release dates
    2 - This information is not available.
    3 - At present, there are no Plus Services available, and I cannot state if they will be in the future.
    4 - All maps available are the ones available via iTunes.
    With Kind Regards
    The TomTom Customer Care Team

    [hr]

    So what do you think?
     
  2. TraceyS/FL macrumors 68040

    Joined:
    Jan 11, 2007
    Location:
    North Central Florida
    #2
    I'm pretty sure my thoughts aren't fit for typing. :p
     
  3. Jeremy1026 macrumors 68020

    Jeremy1026

    Joined:
    Nov 3, 2007
    #3
    Its sounds like typical customer service. They only know what they are told. Don't get pissed at the CS Rep because Tom Tom Corporate is staying tight lipped.
     
  4. ct2k7 thread starter macrumors 603

    ct2k7

    Joined:
    Aug 29, 2008
    Location:
    London or Florida
    #4
    Well, I sent another email to TomTom, got a different rep and basically the same answer... surely they can't have been briefed incorrectly :/

    Now onto Apple, sent my request in 48 hours ago, and no reply yet.
     
  5. GoCubsGo macrumors Nehalem

    GoCubsGo

    Joined:
    Feb 19, 2005
    #5
    If you're weary about buying a product find a suitable alternative and be done with it.
     
  6. ct2k7 thread starter macrumors 603

    ct2k7

    Joined:
    Aug 29, 2008
    Location:
    London or Florida
    #6
    I'm a reviewer, currently I have Navigon, CoPilot and TomTom :p
     
  7. GoCubsGo macrumors Nehalem

    GoCubsGo

    Joined:
    Feb 19, 2005
    #7
    Then as a reviewer you need to simply state that in your review. I totally get what you mean but all of CS is most likely going to have the same answers.
     
  8. ct2k7 thread starter macrumors 603

    ct2k7

    Joined:
    Aug 29, 2008
    Location:
    London or Florida
    #8
    I certainly will do :)

    Yeah, well the announcements did say that TomTom for iPhone is Apple's version of TomTom etc.
     
  9. Kadman macrumors 65816

    Kadman

    Joined:
    Sep 22, 2007
    #9
    It may have been posted somewhere else, but this is the first time I've seen any post from someone at TomTom that suggest that they are actually working on an update to the app. To me that wasn't a foregone conclusion. Given the rate Navigon seems to be moving by comparison, I wasn't sure TomTom was going to do anything quickly after getting 1.0 out.

    That said, I would even take that comment with a grain of salt. It's just speculation from a 1st level support rep. It's far from official.
     
  10. RaceTripper macrumors 68030

    Joined:
    May 29, 2007
    #10
    I had a TomTom Go some years ago. My experience then was that TomTom customer service simply did not exist, period. They even deleted my support questions from my online account when I pushed them to correct a problem.
     
  11. dejo Moderator

    dejo

    Staff Member

    Joined:
    Sep 2, 2004
    Location:
    The Centennial State
    #11
    I doubt Apple would say the same thing.
     
  12. Tallest Skil macrumors P6

    Tallest Skil

    Joined:
    Aug 13, 2006
    Location:
    1 Geostationary Tower Plaza
    #12
    I think that we can say this. :D
     
  13. WishIWasHere macrumors regular

    Joined:
    May 26, 2008
    #13
    Yeah, I sent an email to TomTom asking the same kinds of questions, although I did specify that I thought that upper management needed to be a bit more transparent with their customers/potential customers about the future of the app. I got the same kind of canned response, as I mostly expected, and just went and got Navigon instead. So far, it's worked beautifully.
     

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