This is a message I posted in the General Discussion forum on 22 February 2009 and to-date no reply. This relates to a lack of support to customers in England and is now unacceptable - please respond.
Bruce Mayo Original Message
(Posted Feb 22, 2009 12:00 AM)
I don't know if this is the correct forum to get some attention and response from Maptech, but I will try!
Having been a long-suffering but loyal customer of Maptech, with many of its products, and for many years, I am constantly irritated by their casual attitude to the issuing of tidal data updates every year, or two (at their whim). Inevitably, this leaves the software like Offshore Navigator or Chart Navigator Pro with a serious failing usually for many weeks each new year.
Do they not realise that this non-rocket-science business of updating tidal data should be put in hand well before the end of year when it expires, to allow a seemless and continuous use of the marine software into the next year? Not much to expect, surely?
Currently, UK customers are still waiting since 31 December 2008 up to now, 20 February 2009, and this not unusual. This makes the software unfit for purpose.
Do USA customers suffer similarly or is it just that UK customers are "out of sight and out of mind" so can wait patiently?
I do expect a reply from Maptech senior management to allow me to make an informed decision before abandoning their products for some other whose company looks after customer care.
Bruce Mayo (one of your registered customers)
(PS - many of your competitors have tidal data which does not even need updating for umpteen years - have you thought of that?)
Yes Bruce it is extremely disappointing to have to wait this long - now 1/3 of a year.
We are still in the position (UK users) where, having paid for the expensive software CN PRO (PRO er...not really!) every 2 years a major feature for purchasing is disabled while Maptech Marine faff about. If there is a delay with ukho/BA every 2 years WHY DONT M/M DO SOMETHING >NOW< FOR 2 YEARS HENCE!!!!
I have posted on the uk.rec.sailing group to see if many others are affected. I am also going to write to the uk sailing magazines with my concern. I am going to suggest that Maptech Marine are required to justify the delay openily with a schedule.
Frankly it's dreadful customer service and I for one am actively considering a different system - maybe less sophisticated, and plotter based to prevent such ransoming. My patience is gone.
Gavin - how nice to hear from someone else with the same problem in the UK. Surely there must be hundreds of people in UK with the same tide delay problem? I have had it every two years for many years now. A few weeks back I received a reply from the MD, now removed from their discussion forum incidentally, which apologised and promised tides on a disc for Offshore Navigator but they were still trying to fathom out an update system for Chart Nav Pro! When no disc received I chased again and today received a message that tides for Chart Nav Pro will be available in a week. Not sure what to believe - can only assume Maptech (or whatever now called) is slowly going down the tubes! I remain watching, waiting, bemused, past anger now!
Indeed, the tides/currents showed up a few days ago and worked OK for me on CNP by combining them with the download patches in an accompanying email. For us in UK this all came via Memory Map the very helpful UK rep for Maptech. However, for me and a good number of customers, the patches did not sort OSN which required a good deal of trial and error before a further patch was emailed which cured it and now I am up and running with both programs.
FOR MAPTECH - PLEASE don't do it again. I have had several two-yearly tides/currents update long delays and frustrations. This should be seemless and easy and should occur BEFORE they expire, not four months later.
I'm just wondering now when the 2011 UK Tides and currents data will be released.
If anyone from maptech could give me an Idea, and will these be available from Evo Distribution, or do we have to find another source such as the Admiralty itself.
I DO need my tides for the start of next year.
Could you please advise on this and also when is the next set of updated UK maptech Charts due out.