TomTom Comes Through - Tiger Direct Changes Ads

Blogging and phone calls do have an effect on companies and here's an update on what has transpired in just two days since I wrote the entry regarding the GPS navigator.

First, TomTom honored the free map upgrade that was included with the unit. I did have to scan and send a copy of the receipt with the free map guarantee card to them, and they immediately (withing a few hours) honored the free upgrade to the latest maps, So, I can say:

WAY TO GO TOMTOM!
Good work in stepping up to the plate and doing what's right!

As for Tiger Direct, they removed all references to the refurbished TomTom units having the latest maps installed and any free upgrades included. They did this with all models, so it's pretty clear they got the message. They didn't apologize for their error, nor did they offer anything but for me to send the unit back and then refund. I need the unit so that was not acceptable to me; I'd still have to go find another unit in any case, so TomTom saved the day and the GPS. I'm happy with the outcome.

Still, I'd shy away from Tiger Direct and probably not put them on a high place on my shopping list. True, they did fix the problem on their end, but look at all it took. Talking to two customer service people, filling out two forms, (I noted they wouldn't post my review of the unit as it wasn't complimentary...another sign they likely knew of the problem from others, but I made more noise). And, maybe they caught hell from TomTom besides? Plus, the ads were misleading and who knows, could they have been the basis for action by consumer affairs? I have no idea, but in any case I don't have to deal with them again if I don't wish to.

In any event, don't get taken and remember that TomTom did step forward and do the right thing when it counted. Maybe the blog pushed it along or maybe not but they did do the right thing.

Tiger Direct and TomTom GPS Fails to Map Out Promised Deal!

I purchased a Tom Tom ONE XL-S this past week with the text-to-speech feature from Tiger Direct, an on-line mail order vendor. According to their sales pitch, with this refurbished GPS, you get a free map update to the latest maps available. The statement on their site is as follows: (They for some reason are now calling it the TTS, although there is no specific TTS version in Tom Tom's litany of models...so I guess they just wanted to change it to delineate that it is in fact text-to speech. Note the specific text from their ad in red.

"TomTom ONE XL TTS GPS(Refurbished)
Enjoy safe, relaxed and cost-effective driving with the TomTom One XL TTS. And it works straight out of the box! The XL TTS boasts a large 4.3-inch touchscreen for the best possible view, offers easy access to the latest traffic information, and shows the latest U.S. and Canadian maps with details on addresses and house numbers, plus Points of Interest, including gas stations. TomTom also guarantees that if a newer map version is released during your first 30 days using the XL TTS, you can download the new map for free. The TomTom One XL TTS operates on a high sensitivity GPS chipset, has 64MB of RAM, a 1GB internal memory, a 266MHz CPU, and supports Bluetooth 2.0. For safe, relaxed, and economical driving, choose the TomTom One XL TTS."

Here's the link to their full ad: http://www.tigerdirect.com/applications/SearchTools/item-details.asp?EdpNo=3809124&CatId=3422

After receiving the unit, I attempt to update the maps through Tom Tom. No way. I call Tom Tom tech support and am advised that no refurbished units are allowed to have free map updates, regardless of what Tiger Direct says and to take it up with Tiger Direct since they are wrong in selling the units like this. I further find out that the maps in my unit are over a year old and are Version 7.10 and the new maps are Version 8.25.

I call Tiger Direct and am first disconnected. Then I speak with a very pleasant lady who states that had I read then entire page, Tiger Direct contradicts themselves further down the page with smaller, but in colored text, stating that the maps might be out of date, should be updated, and that each manufacturer has different policies on free map upgrades. Then tell you to check the owners manual, which says nothing about map updates on refurbished units. Hmm, all the while in large print they sell you the unit based on the premise that you're able to update to current maps at no charge. And way down the page, here's the small print:

GPS Maps - Please Note!
The maps pre-loaded on our GPS devices are the most current Maps and Software available at the time of their manufacture. Refurbished, or close-out older model GPS devices may have pre-loaded maps that are not the most up-to-date recent version. You are advised to update your maps after purchase.

IMPORTANT: Each GPS Manufacturer has its own terms, conditions, and availability, for map updates, beyond our control. This may or may not include a fee for map updates - please visit the manufacturer's website, or review your product manual for more information about downloading and updating your pre-loaded maps.

So Caveat Emptor - Buyer Beware!

READ TIGER DIRECT MISLEADING ADS BEFORE BUYING ANYTHING!

Buying a refurbished GPS from Tiger Direct and then having to purchase updated maps is basically screwing yourself, since you can purchase a brand new GPS with new maps and a map guarantee for about the price of the refurb and an update. Plus get a full one year warranty rather than the shorter 90 days.

I'm actually very disappointed as I have purchased from them numerous times in the past and thought they were reliable to do business with. Also, I thought Tom Tom would stand up and help out considering how the economy is going, but alas, their answer was so sad, too bad, we're not going to help either. Then, when companies go down the tubes they wonder how in hell did this happen. They should remember their wonderful customer service and how they shill the customers and fail to stand behind the products they sell.

TomTom dumps thousands or perhaps tens of thousands of their various refurbished models out through Tiger Direct, (and yes, Tiger Direct makes the same claims on each ad for all the various refurbished TomTom GPS models), so you'd expect they would do more than pass the buck. At least make an attempt to mke a customer who has purchased several TomTom units happy, but no...screw the customer, and to hell with what our retailer says in writing. We don't care, says Matt of TomTom customer service, in essence. Deal with Tiger Direct and not with us.

Thus, when you spend your hard earned dollars, think about who really gives a damn about you as a consumer and not just about screwing you out of a buck to sell you an antiquated piece of gear. Sure, Tiger Direct will refund the cost of the unit but I'm the one inconvenienced, have to repack it, shag my butt to ship it back, insure it, as they say they are not responsible for transit damage or loss, etc. Just remember the company who cares about you as a consumer and treats you right, and who gives you service. Who tries to bull sh*t you in their ads and cover it up further on so they can shuffle and shuck like a Carney man. Then spend your money where it helps the honest business and not the business that screws others over.

Finally, when these businesses tank during these bad economic times, send them an e-mail telling them you saw it coming and thanks for nothing. Be sure to tell your friends too!

Thanks!