Talbot
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If anyone interested have a read. Basically I'm 12 days into a support call with TomTom UK technical team and this is real communication from an open and live case. I have removed names and altered the case number to protect the innocent but after all this time waiting for a solution the following is all I get. The interesting point to all this, is that I also have a 5 year old TomTom One XL and it recognises and runs without error all the POI files that TomTom technical Support claim are faulty:
See what you make of this. I've removed the first 6 days communication to keep it short and it's probably easier to scroll to the bottom first and work your way back up the page to here.
Recently you contacted us at TomTom Customer Care. Here is a summary of your request. You can find our response below.
(UK), 09/06/2015 05.01 PM
The reference number for your query is 150530
This is TomTom Customer Care, contacting you with regards to your reply. I am afraid I cannot provide a specific and exact response at present, as whether and which files are corrupted is something I would have to test directly. However, if you wish, I can begin testing these files. Please note that doing this may take some time, as nearly all of my time throughout the working day is spent simultaneously taking phone calls from customers while addressing and updating previous email queries. In some instances I am taking over 40 calls in a day while addressing approximately half as many email queries. Given this, I can't confirm when I will have an answer for you, but I will work toward finding which items are causing the encountered errors and update you accordingly. Please let me know if I can provide any further assistance in the interim.
Thank you for your time and patience. If you have any questions, comments, or concerns, please don't hesitate to use the response link below.
With Kind Regards
The TomTom Customer Care Team
09/06/2015 03.44 PM
My case is still open and unresolved. It has now been in your system for 12 continuous days with no resolution. I request an urgent response to my case. Thank you
08/06/2015 11.00 PM
Please could I have a comprehensive answer to my recent questions. Thank you
05/06/2015 01.42 PM
Sorry but after such a long wait for a response from your technical department your email is not adequate and answers nothing. You told me that your technical team were going to attempt to load them into a GO6000 to see if it was the files. I need to know which one's worked and which ones failed (if any). Just simply saying the third party files must be faulty is inexcusable. Can you also ask your technical team to explain in detail, why all of these third party ov2's work in my old TomTom one XL and then try explaining to me that these are corrupt files. I don't think so. I would like to leave this case open until I receive a satisfactory technical reason/excuse why the GO6000 fails to import ov2's poi files.
(UK), 05/06/2015 09.55 AM
The reference number for your query is 150530
This is TomTom Customer Care, contacting you with regards to your reply. I apologise for the delay in the response while waiting for a reply from my technical team and the frustration experienced throughout. My technical team have advised that your ability to upload other POIs to the device and issues experienced with others likely stems from some issues with the POI files rather than the device or the MyDrive system. As they are third party files it may be the case the recreating them will resolve the issues experienced.
Thank you for your time and patience. If you have any questions, comments, or concerns, please don't hesitate to use the response link below.
With Kind Regards
The TomTom Customer Care Team
04/06/2015 08.40 PM
As I have not heard anything from TomTom, I must assume that you have hit some major technical problems with importing POI's. I think this is a really disappointing customer service experience. No-one has ever had the decency to call me once. I have had to initiate every single call to chase you and because there is no communication whatsoever, I don't have a clue what is going on. I don't know if you've given up because it can't be done, I don't know if someone is looking at my case. I think a senior manager should get involved and apologise for this. I am extremely dissatisfied with TomTom technical team. You can't even get the basics right!!!
(UK), 03/06/2015 09.38 AM
The reference number for your query is 150530
This is TomTom Customer Care, contacting you with regards to your phone call today about the phone call today about the difficulties you've experienced in uploading certain .ov2 POI files to your device. As discussed, I've passed the query on to my technical team, noting information about the setup of the PC you are using when attempting this and including the files you attached with your previous correspondence. As well, if you could attach a screenshot of what you see when attempting to unsuccessfully upload the POI files, this would assist my technical team in provided possible troubleshooting steps. Again, apologies for the trouble and please let me know if I can assist you further.
Thank you for your time and patience. If you have any questions, comments, or concerns, please don't hesitate to use the response link below.
With Kind Regards
The TomTom Customer Care Team
03/06/2015 09.30 AM
Further to my telephone conversation with Technical Support this morning, here is a screen shot of MyDrive import POI. My device is connected directly to my laptop via the cable supplied. I get no error message or anything. The POI's just sit there and do not sync with the device.
See what you make of this. I've removed the first 6 days communication to keep it short and it's probably easier to scroll to the bottom first and work your way back up the page to here.
Recently you contacted us at TomTom Customer Care. Here is a summary of your request. You can find our response below.
(UK), 09/06/2015 05.01 PM
The reference number for your query is 150530
This is TomTom Customer Care, contacting you with regards to your reply. I am afraid I cannot provide a specific and exact response at present, as whether and which files are corrupted is something I would have to test directly. However, if you wish, I can begin testing these files. Please note that doing this may take some time, as nearly all of my time throughout the working day is spent simultaneously taking phone calls from customers while addressing and updating previous email queries. In some instances I am taking over 40 calls in a day while addressing approximately half as many email queries. Given this, I can't confirm when I will have an answer for you, but I will work toward finding which items are causing the encountered errors and update you accordingly. Please let me know if I can provide any further assistance in the interim.
Thank you for your time and patience. If you have any questions, comments, or concerns, please don't hesitate to use the response link below.
With Kind Regards
The TomTom Customer Care Team
09/06/2015 03.44 PM
My case is still open and unresolved. It has now been in your system for 12 continuous days with no resolution. I request an urgent response to my case. Thank you
08/06/2015 11.00 PM
Please could I have a comprehensive answer to my recent questions. Thank you
05/06/2015 01.42 PM
Sorry but after such a long wait for a response from your technical department your email is not adequate and answers nothing. You told me that your technical team were going to attempt to load them into a GO6000 to see if it was the files. I need to know which one's worked and which ones failed (if any). Just simply saying the third party files must be faulty is inexcusable. Can you also ask your technical team to explain in detail, why all of these third party ov2's work in my old TomTom one XL and then try explaining to me that these are corrupt files. I don't think so. I would like to leave this case open until I receive a satisfactory technical reason/excuse why the GO6000 fails to import ov2's poi files.
(UK), 05/06/2015 09.55 AM
The reference number for your query is 150530
This is TomTom Customer Care, contacting you with regards to your reply. I apologise for the delay in the response while waiting for a reply from my technical team and the frustration experienced throughout. My technical team have advised that your ability to upload other POIs to the device and issues experienced with others likely stems from some issues with the POI files rather than the device or the MyDrive system. As they are third party files it may be the case the recreating them will resolve the issues experienced.
Thank you for your time and patience. If you have any questions, comments, or concerns, please don't hesitate to use the response link below.
With Kind Regards
The TomTom Customer Care Team
04/06/2015 08.40 PM
As I have not heard anything from TomTom, I must assume that you have hit some major technical problems with importing POI's. I think this is a really disappointing customer service experience. No-one has ever had the decency to call me once. I have had to initiate every single call to chase you and because there is no communication whatsoever, I don't have a clue what is going on. I don't know if you've given up because it can't be done, I don't know if someone is looking at my case. I think a senior manager should get involved and apologise for this. I am extremely dissatisfied with TomTom technical team. You can't even get the basics right!!!
(UK), 03/06/2015 09.38 AM
The reference number for your query is 150530
This is TomTom Customer Care, contacting you with regards to your phone call today about the phone call today about the difficulties you've experienced in uploading certain .ov2 POI files to your device. As discussed, I've passed the query on to my technical team, noting information about the setup of the PC you are using when attempting this and including the files you attached with your previous correspondence. As well, if you could attach a screenshot of what you see when attempting to unsuccessfully upload the POI files, this would assist my technical team in provided possible troubleshooting steps. Again, apologies for the trouble and please let me know if I can assist you further.
Thank you for your time and patience. If you have any questions, comments, or concerns, please don't hesitate to use the response link below.
With Kind Regards
The TomTom Customer Care Team
03/06/2015 09.30 AM
Further to my telephone conversation with Technical Support this morning, here is a screen shot of MyDrive import POI. My device is connected directly to my laptop via the cable supplied. I get no error message or anything. The POI's just sit there and do not sync with the device.