February 22, 2008

Excellent Customer Service for GPS

With GPS prices coming down, more and more people are getting on the GPS bandwagon. The thing is that with more sales come more questions, and Customer Service and support for the device becomes critical. This is where companies either shine or die. I have always had a good experience with Garmin support, getting a live person at or near their Kansas headquarters who knows what I am talking about and I find that they can still teach me a thing or two about a GPS even after all these years. Response time over email is also fast.

TomTom has good service too. They got battered around a couple of years ago for poor customer service, but have changed their entire approach, brought a lot of improvements to the system and even got an award last year for customer service excellence.

Both Garmin and TomTom support their models, software and maps with regular updates to the operating systems and to the maps available for purchase.

DeLorme Excellence

I stumbled across a post on The Consumerist that highlights another customer service story that I think puts DeLorme in the same class as Garmin and TomTom for customer service. The short story is that someone bought one of the DeLorme PN-20 handhelds from Amazon, got the older version and DeLorme immediately sent the updated software after a quick and friendly call. The person takes off for a trip and leaves the USB cable behind, not allowing him to update the maps while on the road; what's DeLorme do? Overnights a USB cable as a result of the trouble he has gone through and the situation he is in. Those folks in Maine seem to know how to do things right. If you're ever on your way to LL Bean in Maine, stop by DeLorme and see Eartha, DeLorme's massive Earth globe in their lobby.

Read the whole story about DeLorme Customer Service Excellence at The Consumerist.

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Posted by Scott Martin at February 22, 2008 7:42 PM

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