All entries for Wednesday 02 August 2006

August 02, 2006

TomTom Mobile 5 Windows Mobile 5 Smartphone

For anyone who is considering spending money with TomTom – this is what to expect. I've reordered it so it reads chronologically – it's an amazing example of appauling customer service. Put your comments at the end; let's have a public record of TomTom's customer service and examples of why they should get their act together. Use the Internet to fight back!

Customer 08/07/2006 12.26 PM

I upgraded my vodafone v1240 (aka SP5 aka qtek 8310) ROM to support A2DP today. Last week, when I got this phone, I created a new product code for my software as I was moving from an Orange C550. However today, the device code is now different and is * *.

Could you please supply me with a new activation code for my updated device, and feel free to remove last week's one as I no longer need it.

Many thanks.
Martin

Response 10/07/2006 03.21 PM

Dear Mr Gibson,

Thank you for contacting TomTom Customer Support.

Could you send us a copy of your proof of repair/exchange/purchase?

Fax it to 0031 20 850 1072

include: your product code, device code and email address. and the incident #060708–000579

or attach it to this email with the above information and reply.

to reply to this email:
log onto your account on the tomtom web site
click on the support tab at the top
click on my questions
find this email
click on update

With best regards,

The TomTom Customer Support Team

Auto–response 08/07/2006 12.26 PM
Title: Update May 2006 – TomTom ONE 5.450
Link: link

Title: My activation code no longer works on my repaired PocketPC.
Link: link

Title: How do I install downloadable maps?
Link: link

Title: After installing a map from “Maps of Western Europe” I cannot activate my product.
Link: link

Title: How can I install Maps of Western Europe for TomTom MOBILE 5?
Link: link

Customer 19/07/2006 10.40 AM

What proof exactly are you after? For the phone or tomtom? I can send you a copy of my contract indicating I purchased the v1240 from vodafone, but this does not show that I upgraded the firmware. I cannot see how I can prove (other than the older device code vs the new one, which I thought would be enough) that I've done this.
Please get back to me with further details.

Many thanks
Martin

Customer 19/07/2006 11.29 AM

Please find the attached invoice for my purchase of Tomtom mobile [pdf].

Does this help?

Response 19/07/2006 12.47 PM

Dear Mr Gibson,

Thank you for contacting TomTom Customer Support.

My apologies for the misunderstanding and any inconvenience. I was looking for the proof of purchase for your new phone. As the license agreement allows the software to be active on only one device we would ask just to see the receipt and will activate your maps on the new device.

With best regards,

The TomTom Customer Support Team

Customer 24/07/2006 08.08 PM

Please find attached a copy of my purchase receipt, which should be sufficient to demonstrate my ownership.

Response 26/07/2006 04.10 PM

Dear Mr Gibson,

Thank you for contacting TomTom Customer Support.

I sent your incident to my 2nd liine colleague. I have now recieved the reply.

I was told that the device code should not change as you are describing.

Was the update you used the latest updatr for your Mobile?

Did you use an unlock application?

If so if you run the unlock application again it should return the device code to what it was and your activation code should work.

I regret that we are unable to supply a new actvation code.

With best regards,

The TomTom Customer Support Team

Customer 26/07/2006 05.34 PM

I have supplied both my proof of phone purchase AND my receipt for purchasing TomTom. When I got the new phone I requested a new device code for my new phone, installed TomTom and I was happy. Then I upgraded it:

I went to the following vodafone website:
link
and applied the latest patch.

Now the device code is different. I do not know why this is the case, but you can tell your colleague to try it him/herself to see that it does result in a different code – it is not just a 'patch' but an entire reflash of the phone and is roughly 35MB.

I am annoyed that you have suggested I have attempted to unlock / modify the phone and doubly so with the inference "I was told that the device code should not change as you are describing" is essentially questioning my integrity. The phone is completely vanilla, I haven't even installed any additional programs onto it.

I have been very co–operative with TomTom, I have gone to great trouble to supply more information than you have requested to conclusively prove that I own both my phone and your software. You have then come back to me, after requesting this information, to tell me that actually you won't help me on the basis you do not believe me.

May I suggest your colleague checks his/her facts before suggesting the consumer is at fault – the TomTom team would not benefit from alienating its paying customers.

Frankly I expect better customer service than this. You should escalate this message to your colleague and your colleague's manager, as I certainly do not consider this matter resolved or closed.

Response 28/07/2006 03.58 PM

Dear Mr Gibson,

Thank you for contacting TomTom Customer Support.

I regret to inform you as your phone is not on our compatibility list we will be unable to reactivate your product. If you were to purchase a phone from the belo list and send us a copy of the proof of purchase we can actiavte your product. I hope this anseres your question.

With best regards,

The TomTom Customer Support Team

Customer 28/07/2006 06.33 PM

The vodafone V1240 is identical to the QTEC 8310 / sp5m:
link

It is literally a rebranded vodafone version. Vodafone in switzerland are swisscom. They call this phone the v1240 also for this reason. If you looked at my receipt it clearly states QTEK V1240 on it. This is the same phone.
link

The list below (which you didn't attach for me) mentions them ALL:
Microsoft Smartphone

* Imate

SP3, SP3i, SP5, SP5m <—–

* Motorola

MPX 220

* O2

XDA Phone

* Orange

SPV C500, SPV C550, SPV C600, SPV E200

* Qtek

8010, 8020, 8060, 8080, 8100, 8300, 8310 <—–

* Swisscom

Mobile Assistant XPA v1240 <—–

* T–Mobile

SDA, SDA Music, SDA2

Please reactivate my product, I have demonstrated for you that I own a TomTom supported device and have proof of ownership.

Response 31/07/2006 01.49 PM

Dear Mr Gibson,

Thank you for contacting TomTom Customer Support.

I sent your query to my colleague. Your phone and the other phones listed have different ROM/firmware and have been tested and approved. I regret that your phone is not compatible. I hope this answers your question.

link

With best regards,

The TomTom Customer Support Team

Customer 31/07/2006 03.50 PM

I'm afraid it doesn't. I am not after technical support, I simply wish to use the software I have purchased from you with my new device. Had I not requested a new device activation code before I flashed my device there would have been no problem; all I am asking for is a new device activation code. I have not been bound by any Terms and Conditions which allow you to refuse me access to my own purchase on the basis you do not support my device (which is frankly a tenuous suggestion on the basis I have upgraded my supported phone with an official firmware upgrade), merely that you claim to reserve the right to refuse me access to support regarding the operation of the software on it; I am not seeking a device specific resolution but simply a new device activation code. You would not be able to demonstrate any good reason to prevent me receiving this information.

All I am asking for is a new code. If you allow me another chance to enter one on the website this problem would be resolved (you can remove the old one I don't need it). If you still insist on refusing me assistance I have no further avenue but to notify you that I have given you reasonable opportunity to resolve my complaint and if this matter is not satisfactorily resolved within 7 days I will have no alternative but to escalate this issue to my local Small Claims Court via Trading Standards.

Please print this thread out and forward it to:
TomTom Sales BV
Customer Support – customer relations department
Rembrandtplein 35
1017 CT Amsterdam
The Netherlands

as I wish to instigate your Complaint Procedures.

Sincerely,
Martin Gibson

Customer 31/07/2006 04.36 PM

May I also add that you have not provided any information as to the firmwares you support but merely the devices. Suggesting that my device is unsupported on the basis of unpublished firmware/ROM information (as of the date of writing) is unacceptable. You have no enforceable reason not to supply me with a new activation code.

Response 31/07/2006 05.46 PM

Dear Mr Gibson,

Thank you for contacting TomTom Customer Support.

The tomtom license agreement states that you can load your software on one device only, we at tomtom are willing to transfer your product from one device to any other compatibable device with the reception of a copy of the proof of purchase dated after the last activation.

Tomtom complies with all EU trading rules and regulations.
link

Mobile 5 compatibility list
link

If you are not satisfied by this please consult the below link;
link

With best regards,

The TomTom Customer Support Team

Customer 31/07/2006 06.45 PM

"The tomtom license agreement states that you can load your software on one device only, we at tomtom are willing to transfer your product from one device to any other compatibable device with the reception of a copy of the proof of purchase dated after the last activation."

I have given you this proof. I have explained quite clearly why I require a new activation code. I have demonstrated to you that my device is compatible. If you read that EULA (which doesn't apply to me as I did not purchase after '1st January 2006' nor 'before 1st January 2005' and thus cannot be bound by an invalid document especially as it doesn't even enforce what you are talking about) you shall see there is no mention of compatible devices as a restriction on reissue anywhere. You have no legal grounds on which to refuse me a device code; regardless of compatible or not as this restriction is not even mentioned.

Furthermore there is no mention on the firmware affecting the compatability of a device. READ the information here, READ the links you sent me so you can see that a) they don't apply to me and b) I've already pasted that list of devices below to demonstrate the fact you do not talk of the firmware/ROM but only the device (of which I own a Swisscom v1240 and have a receipt for, which you have)

"Tomtom complies with all EU trading rules and regulations.
link
Does not apply; look at the link and READ it.

"Mobile 5 compatibility list
link
We've been here before. See below thread.

"If you are not satisfied by this please consult the below link;
link
I have asked you to do this for me. Instead you chose not to.

You have gone round and round in circles. I have in writing here that you will activate my new device. Then I have in writing that you cannot, on spurious grounds. I am amazed that as a paying customer you didn't simply give me the benefit of the doubt but you are seemingly determined to fail to assist me.

I am tired of this argument. I am a busy person and as TomTom have absolutely no legal grounds on which to be treating me this way I shall quite simply take you to court for a) the cost of a new device code b) the cost of wasting my time; I work for an Investment Bank c) distress caused.

This matter is not closed.


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