1ST E-MAIL SENT TO TOM TOM UK ON 29 AUG SUSEQUENTLY I HAVE CONTACTED THEM 6 TIMES & EVEN CALLED BY PHONE.BASICALLY THEIR MANAGEMENT ARE RUBBISH.WHEN THEY RESPOND TO YOUR E-MAIL THEY STATE THAT IF YOU FAIL TO RESPOND WITHIN 3 DAYS THEN THEY CONSIDER MATTER RESOLVE.YOU WILL SEE FROM E-MAILS BELOW THAT DESPITE EVIDENCING THE FACT THAT 12 MONTHS AFER A NEW ROAD OPENED IT IS NOT ON THE MAP UPDATE I PAID FOR .THEY NOW IGNORE ALL MY E-MAILS I HAVE NO ALTERNATIVE BUT TO WRITE TO THE NETHERLANDS IF ANYONE HAS BEEN DOWN THISA PATH OR KNOWS WHERE THE CHIEF EXEC IS WOULD APPRECIATE.


Subject (Please be descriptive)
Refund - GERMANY B17 LINK FROM THE A96/E54 NEW EXTENSION NOT SHOWN

Discussion Thread
Response (Suzanne T. (UK)) 03/09/2010 01.31 PM
Dear Mr. Miles,

The reference number for your query is 100830-000494.

My name is Suzanne in TomTom Customer Care and I will be taking over your case.

I have tried to give you a ring today but have unfortunately been unable to get through.

Therefore, please let me know when it would be most convenient for me to give you a call and also state what number you would like to be called on.

I can call anytime between 10.00 and 16.00 on Monday, or between 10.00 and 16.30 Tuesday to Friday.

I look forward to speaking to you soon.

With Kind Regards

Suzanne T

The TomTom Customer Care Team

Should you wish to reply to this e-mail, please go to the TomTom website and log in. Once logged in, click on the support button at the top of the website, and then under support links on the right hand side you will see the link to My Questions. Click on the subject heading to view and update your question, you will also find the option to attach files here and to download any that the TomTom Customer Care team may have sent you.

Our opening, closing times and contact details are on http://www.tomtom.com/368.
Response (Stacy) 03/09/2010 08.28 AM
Dear Rob Miles

Thank you for your email update. Unfortunately we cannot continue to solve this case via email, and we would like you to call us so that we can troubleshoot over the phone.

Please contact us by using the telephone number given below:

Tel: 0845 161 0009

You can reach us on this number Monday - Friday between 09.00 and 17:00 UK time.

Our Contact details can also be found on our website at:-
http://www.tomtom.com/368

With Best Regards

Stacy S.
TomTom Customer Support Team
Response (Stacy) 02/09/2010 06.07 AM
Dear Rob Miles,

The reference number for your query is 100830-000494.

This is Stacy for TomTom Customer Suport.

Your case has been escalated to a supervisor for investigation. We hope to have a response for you shortly.

Please bear with us while we look at the situation. Many apologies for the inconvenience caused.


With Kind Regards

Stacy S.
The TomTom Customer Care Team

Should you wish to reply to this e-mail, please go to the TomTom website and log in. Once logged in, click on the support button at the top of the website, and then under support links on the right hand side you will see the link to My Questions. Click on the subject heading to view and update your question, you will also find the option to attach files here and to download any that the Customer Care team may have sent you!

Our opening, closing times and contact details are on http://www.tomtom.com/368.
Customer (rob miles) 01/09/2010 08.10 PM
Hi Stacy
Thanks for the update.
Unfortunately an update sometime in the future is not much help .I travel to Germany extensively in this location & travel throughout Bavaria virtually every month.
I paid £63.60 to upgrade on the 13May to ensure I would have no problems concerning roads in Germany.As I have stated before this road in Question opened in Sept 2009 Thats now a year ago.
As your company has failed to provide me with a satisfactory update I expect a full refund of my payment made to my mastercard for the full amount.

Many Thanks Rob Miles
Response (Stacy) 31/08/2010 10.45 AM
Dear Rob Miles,

The reference number for your query is 100830-000494.

This is Stacy from TomTom Customer Support.

We appreciate the information and link provided by you, thanks for updating us with the information.
We are researching on the issue.

And would try to get it update on TomTom as soon as possible.

With Kind Regards

Stacy S.
The TomTom Customer Care Team

Should you wish to reply to this e-mail, please go to the TomTom website and log in. Once logged in, click on the support button at the top of the website, and then under support links on the right hand side you will see the link to My Questions. Click on the subject heading to view and update your question, you will also find the option to attach files here and to download any that the TomTom Customer Care team may have sent you.

Our opening, closing times and contact details are on http://www.tomtom.com/368.
Customer (rob miles) 30/08/2010 10.01 PM
Hi Stacy
As promised the web site for the Multi Map

Regards Rob

http://www.multimap.com/world/DE/Bavaria/Landsberg_am_Lech
Customer (rob miles) 30/08/2010 09.58 PM
Hi Stacy
I regret to say that you are wrong concerning the new road from the A96 to Igling being available as an "Alternative" in programming The alternative shows a drive time of 1hr.13 compared to .40 as fastest route.
I ran through the route & noted at Buchloer Strasse 13/17 the new road to Igling is shown in pink with broken black dots .This is the new road that is open since Sept 2009.I know the location & actually drove along it.intothe Kaufering rd then on to Igling.If the new road was programmed in then it would still have shown me actually on it.This it failed to do & issued erroneous & dangerous instructions.I have attached the actual map of the location showing the new link from Multi Map on www.multimap.com/world/DE/Bavaria/Landsberg am Lech.Please go to this website & you will see I am correct.

Thanks Rob Miles
Response (Stacy) 30/08/2010 01.31 PM
Dear Rob,

The reference number for your query is 100830-000494.

Thank you taking the time to contact TomTom Customer Support. My name is Stacy and we are always happy to help.

After checking the following address on the same device I have it provides the older route on the device. The route mentioned by you is also available on the device but is not calculated by TomTom as the fastest route. The route which was provided to you by the TomTom was calculated as the fastest route to the destination.
The new route mentioned by you is also available by tapping on the Find Alternative.

We regret to inform that your refund request for the same map cannot be forwarded as the map has been downloaded on to the device.

I apologise for the inconvenience caused to you.

Note: Please keep the Reference No.100830-000494 for further mail query. (As mailed same issue with 2 different mails.)

With Kind Regards

Stacy S.
The TomTom Customer Care Team

Should you wish to reply to this e-mail, please go to the TomTom website and log in. Once logged in, click on the support button at the top of the website, and then under support links on the right hand side you will see the link to My Questions. Click on the subject heading to view and update your question, you will also find the option to attach files here and to download any that the TomTom Customer Care team may have sent you.

Our opening, closing times and contact details are on http://www.tomtom.com/368.
Auto-Response 29/08/2010 05.21 PM
Title: How can I check the status of my order?
Link: http://uk.support.tomtom.com/app/answers/detail/a_id/993

Title: Ordering from countries not supported by TomTom website
Link: http://uk.support.tomtom.com/app/answers/detail/a_id/9855

Title: TomTom Returns Policy
Link: http://uk.support.tomtom.com/app/answers/detail/a_id/9741

Title: How long does it take to deliver my order?
Link: http://uk.support.tomtom.com/app/answers/detail/a_id/5157

Title: Where can I find the invoice for my order?
Link: http://uk.support.tomtom.com/app/answers/detail/a_id/5161

Customer (rob miles) 29/08/2010 05.21 PM
Sir
I travel in Germany extensively from Memmingen airport to Igling on the A96/E54 a new extension was opened in Sept 2009 I paid £63.60 to update Europe maps on order 309867653 on 13 May 2010 .The download was 850.2783.
I programmed on arrival in Germany on the 21 Aug.THE NEW DOWNLOAD FAILED TO SHOW THE NEW EXTENSION OF THE B17 OFF THE A96 INTO IGLING.IT SHOWED VEHICLE TRAVELLING ACROSS FIELD & GAVE OUT DANGEROUS & ERRONEOUS INFORMATION.

I expect a full refund of my paymenon Mastercard value £63.60 as you have failed to provide the update I paid for to enable me to travel on route prescribed.

R Miles