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fazee

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  1. i purchased tomtom go 930 device last year. Mainfactor for me spending £279.95 on this device was 1- the device got Europe, US & Canada maps with big advertisement on top of the box saying "+ 2 YEARS FREE MAP UPDATE SERVICE (WORTH £69.95). it was obvious for customer to think this free two year map upgrade offer is for all the existing maps inside device. but recently i tried to upgrade and i realised US & Canada maps are not upgrading then i read the small print inside the promotion sticker.The promotion sticker was sealed like pay slip and small print can only be revealed after breaking the three sides of it. inside small print was upgrade offer is only for european maps. No customer would have known the upgrade offer was only for european maps without breaking the seal of promtotion sticker. why didn't tomtom put in obvious writing in front of the box that. "Free 2 year map upgrade for EU only" that's it. then i wouldn't have bothered wasting my money on tom tom's device. brands like you tom tom using cheap selling methods doesn't sound great? does it. all the time i was just assuming all maps are being updated. then i had to face clueless tomtom customer support. Thanks Communication History Customer Faizan . 31/10/2010 12.17 PM i purchased tomtom go 930 device last year. Mainfactor for me buying this device was a big advertisement on top of the box saying free two year map upgrade. it was obvious for customer to think this free two year map upgrade offer is for all the existing maps inside device. but recently i tried to upgrade US and Canada Maps and i realised they not upgrading then i read the small print inside the sticker saying upgrade offer is only for european maps. How on earth i would know the upgrade offer was only for european maps without breaking the seal of sticker. why didn't you put in obvious writing that. "Free 2 year map upgrade for EU only" that's it. then i wouldn't have bothered wasting my money on your device. brands like you using cheap selling methods doesn't sound great? does it. all the time i was just assuming all maps are being updated. would never dare to recommend to anyone and to myself again. Thank you very Much Faizan ----------------------------------------------------------------- Response Kevin K. (UK) 01/11/2010 10.47 AM Dear Faizan, This is Kevin with TomTom Customer Support. Thank you for your e-mail. Should you have any more questions regarding this e-mail or any other queries regarding your TomTom GO 930, don't hesitate to contact me by following the instructions in this e-mail. If you prefer to contact us by phone, feel free to give us a call on 0845 161 0009 (Your reference 101031-001993). The Map Update Service promotion was indeed only applicable to the European map. I am sorry that you are disappointed by the fact that it only applied to your European maps, but please bear in mind that you would have had to use the promotion for American - had it existed - within the first sixty to ninety days of purchase. It would not have been possible to use the promotion at this point. Please let me know if you have any additional queries. Please bear in mind that I am a part timer, and can therefore not always respond to your query right away. You can, however, give us a ring on 0845 161 0009. With Kind Regards Kevin The TomTom Customer Care Team ---------------------------------------------------------------------- Customer Faizan . 01/11/2010 03.35 PM in your email you said "The Map Update Service promotion was indeed only applicable to the European map." how did customer know this promotion was only for European maps ?. Since you only put sticker with nice words saying free two years maps upgrade service. if you want the attachment of that advertisement on box i can send i still got the complete box. --------------------------------------------------------------------- Response Narayan M. (UK) 03/11/2010 04.29 PM Dear Miss ., The reference number for your query is 101031-001993. This is Narayn from Tomtom support and I have taken over your case from Kevin. Unfortunately the promotion was only for the European which could have been confirmed by the retailer where your device was purchased. Also this promotion would have needed to be activated within a certain time frame so this would not have been available (if US maps were part of this promotion) if you had only tried to use this now. Please let me know if you have any questions I can help you with. With Kind Regards Narayn The TomTom Customer Care Team ---------------------------------------------------------------- Customer Faizan . 03/11/2010 07.31 PM no retailer didn't confirmed me that offer is only for EU maps. now you are trying to pass blame. see your promotion which i have attached with this email. and also according to UK laws it comes under "false description" and "misleading price" which is a criminal offence. see attached doc. fair enough you done your bit i ll pass on this issue further to BBC watch dog and UK trading standards office to do my bit. --------------------------------------------------------------------- Response Narayan M. (UK) 04/11/2010 10.16 AM Dear Miss ., The reference number for your query is 101031-001993. Unfortunately there is nothing that can be done, if you were unsure you could have confirmed this with the retailer or contacted us. The promotion was only for European maps and the offer has long expired. I'm sorry you feel this promotion was misleading but the information was correct as you did receive 2 years worth of map update service which is usually 69.95GBP. With Kind Regards Narayn The TomTom Customer Care Team ---------------------------------------------------------------------------- Customer Faizan . 05/11/2010 12.52 AM yes i have confirmed with retailer and he said yes this promotion is for all maps and after discovering that USA & Canada maps are not being updated during my recent visit to canada i contacted tom tom straight away. you also said. "The promotion was only for European maps and the offer has long expired." for your knowledge promotion hasn't been expired at all on my device. promotion is still valid with plenty of time and i am updating EU maps on my device just right now. do some home work before responding to customers and writing support emails to customers. ---------------------------------------------------------------------------- Response Narayan M. (UK) 05/11/2010 11.13 AM Dear Miss ., The reference number for your query is 101031-001993. The promotion is only for the Europe maps as it states on the the sticker you mentioned. Also when I say the promotion has long expired, I mean if you tried to activate this promotion now, it will not allow you as this has ended. As you have already activated this then this service will continue for the full period. With Kind Regards Narayn The TomTom Customer Care Team ------------------------------------------------------------------------- Customer Faizan . 07/11/2010 01.25 AM in your last email you said "Also when I say the promotion has long expired, I mean if you tried to activate this promotion now" that shows you had no idea whether i have activated that promotion already or not and for how long you are absolutely clueless about that. your every response is based on assumption after assumption that is , retailer would have told you then you would have asked retailer. class of customer service mate. excellent
  2. thanks for reply guys. so far i believe the strongest point i have is The contract email clearly states effective cost of £3.75 per month and "What appears on your bill = £45.00" it does not say pro rota billing. effective cost will rise to £5.63/month after including non refundable pro rota billing = £22.50 so it’s a MISLEADING PRICE which is a CRIMINAL OFFENCE by law and this misleading will void the contract at first place. back in 2007 i have done my best to resolve this issue with CPW & e2save.com but no luck then i moved to new address also they stopped responding my emails , not sure how far cpw debit collectors have gone . i have cancelled the direct debt after two weeks since i felt i have been tricked. just yesterday i have learned at t mobile shop carphonewarehouse has done damage to my credit history. do i have any option to correct credit rating ? taking matter to local county court would that help ? do i have any strong point for my case ?
  3. I am writing about how carphonewarehouse,e2save sold me a misleading contract then tricked me when i tried to cancel the contract withing 7 day period and finaly today i learned i got bad credit rating . I bought a 12 month contract mobile from an online website www.e2save.com dated sept/2007. At the time of selling they said its a 12 month contract 11 months free effective cost after cash back will be £3.75 per month and "What appears on your bill = £45.00" and its "O2" contract i.e. "O2 800 min + 500 sms". Since they advertised this contract under the BRAND NAME & LOGO of O2 its obvious for a customer to believe he is signing a contract direct with O2 and will use their services i.e. customer service, usage allowance check and billing services etc. But after couple of days when I tried to use O2 service to check my usage allowance I was denied by their system to use this service. I noticed I couldn’t use “O2” direct services at all rather I have to deal with another company (middle man) called O2 at CARPHONEWAREHOUSE and my allowance was also not 800 mins according to contract but something like 200 mins I got suspicious. I phone e2save.com customer service about these issues. This person failed to satisfy me and since I was in my 7 day cool off period I told him to cancel this contract he said he can’t cancel rather i have to ring another phone number which is specifically for returns. He gave me returns department phone no (0871 2225522). Since my intention was to cancel this contract I phone their returns dept and clearly said I want to cancel this contract but their returns dept official started giving me assurances that there won’t be any extra charge and you will end up paying effective cost of £3.75 per month after cash back and effective cost per month won’t rise. He also said I am writing an extra note for you. After my first bill Sep 2007 I spoke with billing company which turned up to be "O2 CPW" O2 at CARPHONEWAREHOUSE not direct "O2" as they advertised under O2 brand name & logo. Their member of staff said you have to pay this pro rota billing= £22.50 on top of your 12*£45 payments and this amount is also not included in your cash back. I said why you didn't inform me at the time of selling this contract he said go back to the people where you bought this contract. I phone "e2save" and they said this is network billing service providers issue we can't do anything for you. I said why did you say in email dated at the time of contract which clearly speaks "What appears on your bill = £45.00" and effective per month cost after cash back will be "£3.75" Below is a list for easy understanding. 1-The contract email clearly says effective cost of £3.75 per month and "What appears on your bill = £45.00" it doesn't say pro rota billing. I will end up paying more than effective cost of £3.75 per month after including non refundable pro rota billing = £22.50 i.e. effective cost will rise to= £5.63 which is higher than they advertised so it’s a MISLEADING PRICE which is a CRIMINAL OFFENCE. Furthermore none of them "e2save.com" and "O2 CPW" are ready to take the responsibility of this problem. If I contact "e2save.com" they said contact "O2 CPW" when i contact "O2 CPW" they said go and contact "e2save.com". I believe during the time of 7 days return period their RETURNS DEPT gave me assurances first to relax me i.e. by saying “I am writing an extra note for you” second just to pass this period once return period is over they are coming up with different statements. 2- They sold me contract while printing the name of “O2” and displaying the logo of "O2" but actually I cannot contact O2 at all rather I have to deal with "O2 CPW" which is "O2 at CARPHONEWAREHOUSE". This is again Misleading Customer. 3- Their returns dept member of staff told me he is writing a note about this issue but in email reply after complain about effective cost rise they said there is no such note exist 4- In email communication www.e2save.com also denied the existing of my call to their returns dept during cool off period but when i provided the proof of this call in my BT Itemised billing then they said they will contact me in next few days but since then even after three reminders they never talk about this call. 5-I have offered them to settle this issue but they said you have no other option but you have to go with us for 12 months otherwise we will damage your credit history. 6-I have also requested the electronic copies of phone conversations between me and their officials to prove my case but they have stopped answering emails after . Officially they respond within three days as you can see in attached documents. Finally On Monday I have received an email reply from them after I have sent them a final notice. They asked me to pay £10 to get the electronic copy of call, I don’t mind paying but there is ambiguity in their email . I asked them about three calls but she refers to only one call which is to sales dept in her email. She didn’t discuss my call to their RETURNS DEPT which she denied in her email. I am not sure either I would be able to get the electronic copies of all three calls. 7- Finally i got this response from them “Please note that any E-mails sent to this address will not receive a response as this Mail box is no longer manned”. I used the alternative methods many times but i am getting auto generated repetitive email answers which are not relevant to this problem at all.
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