wildonrio
10-26-2009, 12:41 PM
My email to them:
If you look at my purchase history, you will see that I am a very frequent App Store customer. I have purchased probably over 100 apps over the past year and a half, most of which I have been pretty happy with.
I recently purchased an app, however, that I have been extremely disappointed with, and that is the TomTom application. I really should have read reviews before buying this app, I just had so much trust in the company that I didn't think they would let me down. And when you pay $100 for a piece of software - the price of iPhone HARDware these days as well as most GPS devices that include both the hardware AND the software - it's very discouraging when you know that it isn't worth anywhere near that price.
I have many small problems with the app, more notably the lack of traffic updates. (This really puzzles me since it seems like something that would come standard with an application that has a constant internet connection, not to mention that the Maps app has done this since 2007.) My biggest problem, however, is the shocking fact that that $100 price tag doesn't include free map updates! I unfortunately made the assumption that this would be included, especially when I read the misleading FAQ from their website. Look at this part from their site at http://iphone.tomtom.com/en-us/faq.html:
--
12. Will the map updates be free or do I need to pay for them?
Currently, installing a new map is not necessary, as the TomTom app for iPhone features the latest Tele Atlas map (version 8:30). It’s TomTom’s policy to always make the latest maps available to its users, in both an easy and affordable way. When new maps become available, TomTom will inform its users how to upgrade their map.
--
The honest answer to that question is simply "No, you will need to pay for them," not this long convoluted answer, dancing around the truth that they are charging $100 without free map updates. Why, as an answer to the question "Will map UPDATES be free?" would they say "Currently,, installing a new map is not necessary, as the TomTom app for iPhone features the latest Tele Atlas map"? That has nothing to do with the question as that has to do with the CURRENT software, not an update. It's obvious they are trying to deceive their customers into thinking they will get free map updates. This really makes me upset.
Anyway, as you can probably guess, I am writing this in request of a refund for this app. Please consider that I have been a faithful customer for all of this time and have never complained about an app before. I would like to put that $100 towards another Navigation app, however, so even a store credit would work fine for me. I promise to research the next app much more fully before I spend such so much on the app.
Thank you for listening to my rant, sorry it was so long.
-Tyler Young
Their response:
Dear Tyler,
My name is Amy from the iTunes Store. I see that you have purchased the app "TomTom U.S. & Canada" but you are not happy with the way it functions. I see that you need to pay for map updates. I know how disappointing this can be. Please know that I appreciate your concerns, and I am happy to address them for you.
I understand you are requesting a refund. Developers have requested that we refer all customers to them to see if they can resolve any issues they might be having with their application. I would like to give them the opportunity to do so.
Please visit:
http://us.support.tomtom.com/cgi-bin/tomtom_us.cfg/php/enduser/std_alp.php?prod_lvl1=2349&prod_lvl2=2430
If you have any other questions, please feel free to respond to this email. Thank you for using the iTunes Store. Have a wonderful weekend.
With warm regards,
Amy
iTunes Store Customer Support
Please note my hours are Thursday-Saturday 1:30 PM-9:30 PM EST.
Thank you for allowing me the opportunity to assist you. You may receive an AppleCare Survey email; any feedback you provide would be greatly appreciated.
My shot back:
Hi there,
Per your request, I went to their website to request help. They made
me register at their site with a username and password to be able to
email them. Now when I click the link to email them, it says I need to
update my profile continuously. No matter how many times I click
"Update", it just says Welcome and won't let me email them. This is a
hint at what kind of company they are.
The problem is, there is no way emailing them is going to help at all.
They are deceptive on their site, as I have already shown, avoiding
pertinent questions involving map updates. I don't want to deal with
this company. Please just refund my money so I can spend it elsewhere
in the App Store on a navigation app from a more honest company whose
app is actually worth what they charge. As I said before, I don't go
around requesting refunds from you guys all day, this is my first time
and I suspect it will be the last. I ask for your respect as a very
loyal app store customer. Thank you.
-Tyler
Their next response:
Hi Tyler,
Amy here again from the iTunes Store. I hope your day is going well so far. Thank you for trying to contact the developer first. I am sorry for the inconvenience.
Finding a solution for you is important to me, so I have requested assistance with the issue you reported. You will receive an email after the matter has been investigated and further information is available.
Thank you for your patience. Apple wants your iTunes experience to be as enjoyable as possible.
Their final response:
Good afternoon,
David here from iTunes Customer Support. I just wanted to introduce myself because I'll be taking over this request from here on out.
I'm currently waiting to hear back from the department that is taking a look at this issue, so the second I have more information about this I'll contact you immediately.
Thank you so much for all of your continued patience!
Best Wishes,
David C.
iTunes Store Senior Advisor
Please Note: I Work Tue-Sat 8:00am to 5:00pm (PST)
Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.
And this morning, I have a credit for $105.51 refunded to me. And the app is still mine. If anyone disputes Apple's customer service, please refer them to this post.
If you look at my purchase history, you will see that I am a very frequent App Store customer. I have purchased probably over 100 apps over the past year and a half, most of which I have been pretty happy with.
I recently purchased an app, however, that I have been extremely disappointed with, and that is the TomTom application. I really should have read reviews before buying this app, I just had so much trust in the company that I didn't think they would let me down. And when you pay $100 for a piece of software - the price of iPhone HARDware these days as well as most GPS devices that include both the hardware AND the software - it's very discouraging when you know that it isn't worth anywhere near that price.
I have many small problems with the app, more notably the lack of traffic updates. (This really puzzles me since it seems like something that would come standard with an application that has a constant internet connection, not to mention that the Maps app has done this since 2007.) My biggest problem, however, is the shocking fact that that $100 price tag doesn't include free map updates! I unfortunately made the assumption that this would be included, especially when I read the misleading FAQ from their website. Look at this part from their site at http://iphone.tomtom.com/en-us/faq.html:
--
12. Will the map updates be free or do I need to pay for them?
Currently, installing a new map is not necessary, as the TomTom app for iPhone features the latest Tele Atlas map (version 8:30). It’s TomTom’s policy to always make the latest maps available to its users, in both an easy and affordable way. When new maps become available, TomTom will inform its users how to upgrade their map.
--
The honest answer to that question is simply "No, you will need to pay for them," not this long convoluted answer, dancing around the truth that they are charging $100 without free map updates. Why, as an answer to the question "Will map UPDATES be free?" would they say "Currently,, installing a new map is not necessary, as the TomTom app for iPhone features the latest Tele Atlas map"? That has nothing to do with the question as that has to do with the CURRENT software, not an update. It's obvious they are trying to deceive their customers into thinking they will get free map updates. This really makes me upset.
Anyway, as you can probably guess, I am writing this in request of a refund for this app. Please consider that I have been a faithful customer for all of this time and have never complained about an app before. I would like to put that $100 towards another Navigation app, however, so even a store credit would work fine for me. I promise to research the next app much more fully before I spend such so much on the app.
Thank you for listening to my rant, sorry it was so long.
-Tyler Young
Their response:
Dear Tyler,
My name is Amy from the iTunes Store. I see that you have purchased the app "TomTom U.S. & Canada" but you are not happy with the way it functions. I see that you need to pay for map updates. I know how disappointing this can be. Please know that I appreciate your concerns, and I am happy to address them for you.
I understand you are requesting a refund. Developers have requested that we refer all customers to them to see if they can resolve any issues they might be having with their application. I would like to give them the opportunity to do so.
Please visit:
http://us.support.tomtom.com/cgi-bin/tomtom_us.cfg/php/enduser/std_alp.php?prod_lvl1=2349&prod_lvl2=2430
If you have any other questions, please feel free to respond to this email. Thank you for using the iTunes Store. Have a wonderful weekend.
With warm regards,
Amy
iTunes Store Customer Support
Please note my hours are Thursday-Saturday 1:30 PM-9:30 PM EST.
Thank you for allowing me the opportunity to assist you. You may receive an AppleCare Survey email; any feedback you provide would be greatly appreciated.
My shot back:
Hi there,
Per your request, I went to their website to request help. They made
me register at their site with a username and password to be able to
email them. Now when I click the link to email them, it says I need to
update my profile continuously. No matter how many times I click
"Update", it just says Welcome and won't let me email them. This is a
hint at what kind of company they are.
The problem is, there is no way emailing them is going to help at all.
They are deceptive on their site, as I have already shown, avoiding
pertinent questions involving map updates. I don't want to deal with
this company. Please just refund my money so I can spend it elsewhere
in the App Store on a navigation app from a more honest company whose
app is actually worth what they charge. As I said before, I don't go
around requesting refunds from you guys all day, this is my first time
and I suspect it will be the last. I ask for your respect as a very
loyal app store customer. Thank you.
-Tyler
Their next response:
Hi Tyler,
Amy here again from the iTunes Store. I hope your day is going well so far. Thank you for trying to contact the developer first. I am sorry for the inconvenience.
Finding a solution for you is important to me, so I have requested assistance with the issue you reported. You will receive an email after the matter has been investigated and further information is available.
Thank you for your patience. Apple wants your iTunes experience to be as enjoyable as possible.
Their final response:
Good afternoon,
David here from iTunes Customer Support. I just wanted to introduce myself because I'll be taking over this request from here on out.
I'm currently waiting to hear back from the department that is taking a look at this issue, so the second I have more information about this I'll contact you immediately.
Thank you so much for all of your continued patience!
Best Wishes,
David C.
iTunes Store Senior Advisor
Please Note: I Work Tue-Sat 8:00am to 5:00pm (PST)
Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.
And this morning, I have a credit for $105.51 refunded to me. And the app is still mine. If anyone disputes Apple's customer service, please refer them to this post.