|
93 of 100 people found the following review helpful:
1.0 out of 5 stars
Delorme Customer Support is NON existent, December 19, 1999
Delorme Mapping Software Customer Support is EXTREMELYpoorIreally looked forward to using this product, but my experiencetrying to get support indicates not to ever buy their products because you can never get any technical support if a glitch does occur. I purchased a Delorme software mapping package titled Street Atlas USA ver 7.0 bundled with a GPS Earthmate device. Also purchased a Map N Go software from Delorme that added AAA points of interest information to the map database. After installing the second package, you could not see the maps, only the points and any trip lines, but no streets or names or city names, etc. I was never able to get it to work for my trip to test how it worked for a business application. Here are all the efforts I had to go thru to try and get the software and hardware to work on my NEW Compaq laptop - which never did result in fixing the software, so I returned it because I could never get any one from Tech support to even answer my memo, etc.: I read their really THIN manuals which were little booklets inserted in the CD-Rom jewel cases, and they were no help. I visited their website and could not find any tech item related to the problems I had. They seem to rely on simple lists of most frequent questions, and do not have decent way of researching problems. I tried calling their tech support number which is NOT an 800 number, and they are located in Maine (and I am on the West Coast). Their hours are normal "business day hours" on the East coast and no evening or weekend hours. I waited on hold for 10 minutes, but the generic hold message said that wait time averaged 20 minutes, which is TOO long for a new customer, especially when the average may not be met when you call. Thus, I sent them an email. I did NOT receive an answer, but received an 'Automated" standard troubleshooting 15+ page document for me to wade through. When I sent the question to one of three addresses they said you could use for "follow up" it was RETURNED by the web, no addressee known. Delorme tech support is non-existent, and since their software does not work, I have returned it and the GPS unit and will never buy any product from Delorme in the future - this is NOT an easy company to get customer support from. Do NOT buy their products because you can't ever get any help within a reasonable time. If your time and phone call expense is zero, then maybe you can wait them out, but I cannot. Vance Jochim Certified Lotus Notes Developer - was looking at this product to bundle it with a corporate Lotus Notes application, but will never consider Delorme again.
|