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Post by tyrednexited on Feb 22, 2020 10:08:02 GMT
I have a query about a bit of navigation software I use. The supplier (which is not a small organisation) provides support (only) through a "Support Form", which has to be filled in with the minimum amount of information to enable a dialogue to begin. The said form will not work, repeatedly defining certain field as mandatory, even though they have been filled in! (I've tried three different machines, four different browsers, and different, ostensibly valid, entries into the fields, none will submit). They do, actually, provide online chat to resolve issues, but (you've guessed it!) that has to be initiated via the "Support Form". They also, however, publish one email address - info@xxxxxxxxxxxx.com So, I sent a message to that informing them that I was having problems using the "Support Form", in response to which I got an automated reply telling me "Please note that you cannot create a new case via email. Please visit our case form by clicking the link below......." Technology, don'cha just love it. === I'm also chasing some other technology issues with a different navigation device supplier (this one is for walking, the other is for vehicle). Again, they favour progression via a "ticket" system, publish a couple of email addresses, but no telephone number. Whilst it isn't a critical issue I'm following up, it will provide them some income, but I have some fears (given they've been running a "fire-sale" for a few months) that they are going under, and it would be nice to sort things out before they do. So, I sent a query to (the appropriate) email address. This immediately created a ticket in the ticket system (I could have done that), and that hasn't moved in several days. Again, the only way I can chase it is to send another email (......which will raise another ticket..........). Good, isn't it?
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Deleted
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Post by Deleted on Feb 22, 2020 14:03:57 GMT
It depends how far you want to push it, is it possible for you to email/contact a director.
I was having 'issues' with nPower in the UK. Being a customer of RWE, the parent, here in Germany also, I mailed a director here in Germany. The whole thing was resolved within 24 hours once he got involved. Thoroughly decent chap too.
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Post by tyrednexited on Feb 22, 2020 16:00:54 GMT
...the first one isn't that urgent (just annoying) and, given the number of different attempts and routes I've had at submitting a form it can't be just a local problem to me - I suspect someone might just notice that incoming has dried up and fix it.
...the second - well, though they don't publish a telephone number, I didn't get where I am today by not being able to find one - I have one to try on Monday (in reality, given that what I'm chasing is some bespoke mapping, and they've been running mapping offers for a couple of months, the issue may simply be workload - but the prevalence and amount of discount they're offering at the moment sets alarm bells ringing, not least because the financials haven't been good for some years, and they moved their registered office to a parent company's address just before the offers started! It wouldn't be a disaster not to have the work done, but it would be nice to get it out of the way).
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Deleted
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Post by Deleted on Feb 22, 2020 17:46:06 GMT
I didn't get where I am today by ... TNE might need a new signature. How you doing CJ !
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Post by tyrednexited on Feb 22, 2020 18:36:03 GMT
How you doing CJ ! Great! Smashing! Super!
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WDB
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Post by WDB on Feb 24, 2020 9:43:12 GMT
Trouble is, he needs a machine to tell him where he is today and how he got there.
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Post by tyrednexited on Feb 24, 2020 9:48:22 GMT
...I didn't get where I am today without knowing where I am and how to get here........
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Post by tyrednexited on Feb 24, 2020 18:41:36 GMT
...so, it continues.
I tried the (0845) 'phone number I have for the UK-based supplier. Number not in service. It rather reinforces my doubts about the ongoing viability of the firm (they're still trading online, and the Group owner's finance are very healthy), but I've now got another, standard number to try tomorrow.
As far as my friends in Hungary go, I found another, rather simpler, generic support form on their separate, corporate site. I've just had a reply on that, telling me to follow the exact process I've been trying to, in order to submit a focused support form. It still doesn't work, I've told them it doesn't work (there is no rocket science, it returns an error message saying a field is mandatory, it was filled in from a drop-down menu!).
Better news however is that the reply said - "well you seem to have raised a ticket (the one through the alternative route) so how can we help you?"
Bad news is that the reply seems to have come from a "Noreply" address, implying it may be unmonitored. Hey ho, I've replied, and if I don't get a response "Charles" is going to get another back-door ticket.
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Post by tyrednexited on Feb 25, 2020 18:54:55 GMT
Well, the standard UK number came up trumps. (It was found by looking at an archive of the Company's knowledgebase - it having been removed from the live version). A nice man called Philip went to look for my email and support ticket, but couldn't find any sign of it. That is somewhat worrying, but would explain why I haven't had a reply. Anyway, we talked through my requirements, sorted out how to meet them, and I am on my way. (It is to do with a personal GPS device. I have a not insignificant investment in maps, and have just bought the newer, very different version of the device. The old one uses maps on full-sized SD cards, the new one microSD only, but the same maps. For some time they've issued maps only on microSD with a full-size adaptor, making them usable in either, but I have some that pre-date that. They will "replatform" them cheaply, so I can pay £10 to have a full-sized SD map securely copied to microSD, or pay £100 for a new copy. They are not, of course, copy-able by ones self, as they are locked to the secure ID of the SD card. So, around £250 of map cards have gone into the post tonight. Keep your fingers crossed.
My friends in Hungary have been rather less helpful. I have a dialogue going, but they refuse to acknowledge any issue. The AV/Satnav unit I've installed in the motorhome has RDS TMC capability. There is a free service in quite a bit of Europe (not least Germany) which works very well, but that in the UK is chargeable (and the unit doesn't come with a UK licence, as it is designed for the Continental/German market). You can buy a licence, which purports to deliver Trafficmaster and ITIS/INRIX TMC events, and I have done. It delivers a very small number of alerts. A friend round the corner who has a Pioneer unit using the same software (but with the licence included from scratch by Pioneer) delivers millions of alerts (I exaggerate slightly, for effect). A "pirate" but older copy of the same software I keep as a testbed delivers the same millions of alerts. Frankly, there is something wrong with the add-on I bought (from the software supplier, and specific to my model) but they won't buy it. It looks to me that it simply isn't receiving the ITIS alerts. I keep being asked to refer to Trafficmaster and ITIS, as if that is going to get me anywhere.
I know the configuration of the software quite well, so I'm going to get the friend round the corner to dump his, so I can look for any differences. I'm not giving up yet! B*st*rds!!
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Deleted
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Post by Deleted on Feb 26, 2020 12:27:14 GMT
Can't wait to retire and have 'projects'.
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Post by Humph on Feb 26, 2020 13:19:14 GMT
A friend of mine retired recently and he has also bought a camper van. He has also started to wear corduroy trousers. I'm worried about him to be honest.
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Post by tyrednexited on Feb 26, 2020 13:35:24 GMT
He has also started to wear corduroy trousers. ..if he's really "flipped", it'll be yellow boots next, mark my words!
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Post by Humph on Feb 26, 2020 13:42:55 GMT
I've been at the NEC these past few days ( trade show ) but running concurrently was a caravan show.
Never have I seen so many couples in matching fleeces in one place!
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Post by tyrednexited on Feb 26, 2020 14:14:01 GMT
All joking apart, the "caravan" shows at the NEC are horrific. Been to one many years ago, never again!
I have ended up being quite pleased with the outcome on my personal GPS. Maps received by supplier this morning. Viability confirmed and price quoted. Work is done and they are in the post to get to me tomorrow!
I wanted to get one existing map reformatted on microSD, and three existing ones combined with a new one onto another microSD. "List" price for all that (major part being the new map) was £82. They've done the reformat for £10 (rather than £20) and they've not charged me for the second consolidation, but dropped everything onto a new microSD which comes with the new purchase!. Net result, after their current discounts, is £39. I call that a result.
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Post by Alanović on Feb 26, 2020 14:20:55 GMT
A friend of mine retired recently and he has also bought a camper van. He has also started to wear corduroy trousers. I'm worried about him to be honest. Bloody good luck to him, I'd do it tomorrow, and damn what anyone thinks about my trousers.
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