Don't you just love on-line support.

[CHJ]

To Humax Support:

My machine was last manually updated to *.*.20 on */*/2012 via USB stick.

Does update Application: *.*.29 contain all previous updates, if not how do I obtain intermediate updates, I can’t locate them on your site.

Is there any need to apply these updates anyway, are they included in the Over The Air schedule.

Reply within a few minutes:

Dear Chas,

If you go on our website the software is on there.

 

[paulm]

I spent a soul destroying 35 minutes this afternoon with the Sky online support, as I refused to spend more money calling their 08 whatsit number. Nearly gave up the will to live, soooo slow !

Asked the helpful operative why, after a week, my account hadn't yet been credited with broadband and line rental fees for four months lack of service as had been promised last Friday. They looked at my account and said that yes it had been credited with £xx, which I then had to point out was actually my last payment to them on the account not their refund of fees :roll:

Apologies for the mistake followed, promises of following up at their end, had to prise out of them bit by bit how long should I expect it to take, how would I know it was done etc, all step by step, no idea of customer service or any degree of initiative, lots of thank you's for your time and patience etc though which was nice and thoughtful.

Apparently should all be sorted and I will be emailed or phoned within 42 hours to let me know.......

I feel better for sharing, thank you Chas :lol:

Cheers, Paul (in Victor Meldrew mode :lol: )

 

[CHJ]

3 months communicating with Tom Tom trying to get them to understand that their on-line update system/their records/accounts were trying to apply updates and charge me for them on a different spec replacement device for the defective unit that still had 9 months map credit paid for.
Finally ended up with a young lady that had double the brain cells of all the previous support contacts who sorted it all out and sent me a detailed blow by blow list of actions to take to remove all the offending files from my device and system backup to enable a correct update to take place.
I think I had nine customer satisfaction survey e-mails as follow ups to the nonsense replies.
Did get a very nice thank you from the helpful individual after the glowing feedback she got.

Still can't find a way to get them to understand that although they have amended map errors as notified, voice messages regarding lane discipline etc. don't match the 'correct' map information.
I have three on routes I regularly use that are totally in error. One dangerously so when it instructs to take the right(centre) lane where you can run into the back of a stationary vehicle when you need to follow the map that indicates left lane kink to a straight on route. One in the next village to me where when approaching a right hand bend with a left fork/straight on as indicated on the map, the voice instruction is to take the right fork. Whether this had any bearing on a lorry drivers death recently at this point when his vehicle overturned we will never know.

 

[misterfish]

I have three on routes I regularly use that are totally in error. One dangerously so when it instructs to take the right(centre) lane where you can run into the back of a stationary vehicle when you need to follow the map that indicates left lane kink to a straight on route. One in the next village to me where when approaching a right hand bend with a left fork/straight on as indicated on the map, the voice instruction is to take the right fork. Whether this had any bearing on a lorry drivers death recently at this point when his vehicle overturned we will never know.

Surely when you are driving you watch where you are going and actually read the road and stop if there is a queue of traffic ahead. I always regard the sat nav as a guide and indicator and not definitive - also it has the ability to crash/lose satellite contact at the most inconvenient time.

Misterfish

 

[Harbo]

Humax updates are done over the air - I get an email telling me what period they will take place.

I'd buy a Garmin!

Rod

 

[CHJ]

Humax updates are done over the air - I get an email telling me what period they will take place.
..Rod

I know some of them are, but if you check the published list of OTA and dates they are earlier than the current hard copy update on the web site.

Just can't get them to confirm if the latest update is the full firmware or just an add on update.

 

[paulm]

I spent a soul destroying 35 minutes this afternoon with the Sky online support, as I refused to spend more money calling their 08 whatsit number. Nearly gave up the will to live, soooo slow !

Asked the helpful operative why, after a week, my account hadn't yet been credited with broadband and line rental fees for four months lack of service as had been promised last Friday. They looked at my account and said that yes it had been credited with £xx, which I then had to point out was actually my last payment to them on the account not their refund of fees :roll:

Apologies for the mistake followed, promises of following up at their end, had to prise out of them bit by bit how long should I expect it to take, how would I know it was done etc, all step by step, no idea of customer service or any degree of initiative, lots of thank you's for your time and patience etc though which was nice and thoughtful.

Apparently should all be sorted and I will be emailed or phoned within 42 hours to let me know.......

I feel better for sharing, thank you Chas :lol:

Cheers, Paul (in Victor Meldrew mode :lol: )

Sooo, no email or call in the promised 42 hours and no credit on the account, surprise !

Another long drawn out tedious online "chat" eventually established after 35 minutes of the same questions as before, that the issue was "being looked at" and I should contact them again after the 20th Dec to find out the situation !

By way of trying to help them improve the customer experience :roll: , some very strong customer feedback was given, and on the call rating questions after, as to how incompetent, inefficient, time wasting and generally unsatisfactory their handling of simple issues has been over a long period of time and multiple contacts, and why I should be expected to spend yet more time contacting them at their convenience when I am the b****y customer and they are supposed to be recompensing me for their balls ups and keeping me informed (hammer) :evil:

Now looking for alternatives to Sky, but not switching until I finally get my refund !

Cheers, Paul (aka Victor M, again !)