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TomTom + Apple = Fail

ct2k7

ct2k7

macrumors G3
Original poster
Aug 29, 2008
8,383
3,439
London
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,



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



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.



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



So what do you think?
 
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.
 
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.
 
If you're weary about buying a product find a suitable alternative and be done with it.
 
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.
 
jessica. said:
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.
Click to expand...

I certainly will do :)

Yeah, well the announcements did say that TomTom for iPhone is Apple's version of TomTom etc.
 
ct2k7 said:
1 - I am sure that an Updated application is being worked on, but have no news on release dates
Click to expand...

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.
 
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.
 
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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