This page describes the purchase of a MIO Moov 300c GPS which included a free 2009 map update when it was released.

Initial Experience

A MIO Moov 300c GPS was purchased from Staples on 4 Nov. 2008. Having used other brands of GPS devices the MIO unit proved to be a very good unit superior to the previous ones used. In fact I have used it to find locations in normally out of the way places with almost 100% success every time. I was very satisfied with this unit in all respects.

Problem MIO 2009 Update

Part of the enticement to purchase the MIO brand was I would receive the 2009 map upgrades once they became available in the first part of 2009.

The problem is with what was to be an included in the 2009 map update and how it was supposed to be delivered.

There was a requirement to register for this update online. After registering I received the following email.

You can see very clearly the response indicated you will receive the map upgrade "shipped" to your registered address.

Map Update Delays

Several delays were announced as the due dates for the maps arrived. Customers were notified of these delays by email and the explanation referred to 'technical issues' as the cause for several delays.

Could these technical issues be the reason for the failed upgrade?

Your Map Update Is Ready

Finally an email the update is ready - but, it says ready for download. No mention of shipping it to the address as originally agreed. Step by step instructions are included and how to activate the new maps.

The instructions are not too bad for technically experienced users like myself, but would be a nightmare for those less experienced.

This is where the problem begins. The update does not work.

MIO Customer Service

Contacting MIO customer service has been a useless exercise. You fill out a box after signing into their web site and submit it that way. Some days later you may receive a generic reply, for it seems they do not read what you said at all. Each time you reply to MIO you must go through this procedure again, and always receive a reply from a different person who does not relate to previous conversations.

Information originally sent to MIO Customer Service

Asking for a regular email address for contact was ignored. Going to MIO's web site and filling out the request for service box means you cannot easily keep a copy of your own email unless you do a screen shot or simi liar method.

After informing support that I could not initiate the install this is the reply I received. I had already given the information being asked, and and sent the error information again. Stating that the error appeared in the early stages before any uploads could begin. I gave detailed information of the procedures I used, along with the exact errors received.

I again received this reply.

It is obvious my previous detailed information has not been read at all, and this is another person's response who is unfamiliar with the original problem.

I have no tolerance for what appears to be the poorest English I have ever received from a customer support written response. Not wishing to offend anyone, I expect to receive a reply that I do not have to decipher and guess what the meaning is.

Lets look at this mess:

"Do you use the Vista 64 bit edition? Please use 32bit edition." I do use 32bit, but even so, the specs said nothing about using 64 bit or 32bit.

"if you still meet the problem. please try another PC with XP system." (Nice English), Most people do not have more than one computer. Specs say it can be used with Vista. So why this advice? Since I run a commercial web site, I have several systems I can run it on, including both Vista and more than one version of Windows XP. The errors and failed installation of map updates persist no matter what operating system is used.

"Your GPS preinstall the map of Canada and the main road of US. this update only allow you to upgrade the Canada map." After deciphering this very poor English, I take it to mean I can only upgrade the Canada maps. I make a trip to southern US each year, so what good is it if I can't update all the maps. The update said 2009 map update, not 2009 Canada Map update. Nowhere did it ever say you could only update the Canada maps for 2009.

At any rate, as stated before, I am unable to update any map.

What I Am Asking For

The experience with MIO customer service has been the worst of any product I ever owned, even though the product itself has been quite satisfactory, until the update became unsuccessful.

I am asking that the situation be resolved in the following manner.

1) I want the maps, both Canada and US updated to 2009 as stated in the received emails and on the literature supplied at time of purchase.

2) Whether the download can be fixed or not, I want the update package shipped to me as was stated in the registration email, and listed in the included literature at time of purchase.

3) Should the update not be possible, or successful, I would expect a new unit with 2009 maps installed, or a full refund of the purchase price.

Email To Parent Company Exec's

August 19, 2009, An email with the following content was sent to the parent company (Mitac)

I purchased a MIO Moov 300c GPS from Staples on 4 Nov. 2008. Part of the purchase agreement was the 2009 map upgrade would be shipped to the customer when they became available. The upgrade was not shipped, but supplied as a download, and it does not work. I am an experienced computer person, and after trying all normal procedures and beyond, the upgrade installation results in errors and is unsuccessful.

Contacting MIO customer support by filling out a box after signing into their web site has proved to be an endless routine of deciphering poor English generic responses which results in an endless loop of the same things over and over again.

Rather than rewrite my concern numerous times, which I have done many times already, I have put my experiences and concerns together in this web page format that I ask you to please take a look at using your favourite web browser.
Full web page url: http://www.nscave.com/Reviews/miogps.htm

Please note: This web page is currently not open to the public. Only those supplied with the url can access it.

The experience with MIO customer service has been the worst of any product I ever owned, even though the product itself has been quite satisfactory, until the update became unsuccessful.

I am asking that the situation be resolved in the following manner.

1) I want the maps, both Canada and US updated to 2009 as stated in the received emails and on the literature supplied at time of purchase.

2) Whether the download can be fixed or not, I want the update package shipped to me as was stated in the registration email, and listed in the included literature at time of purchase.
(This would prove if I should choose to purchase updates in future years, that such an update would indeed be possible.)

3) Should the update not be possible, or successful, I would expect a new unit with 2009 maps installed, or a full refund of the purchase price.

I ask that this situation be resolved as soon as possible. My desire is to have a working GPS updated with 2009 maps prior to a fall trip to the US. Otherwise my MIO purchase was a wasted expenditure and I will have to consider an alternate brand.

Customer Service Telephone Response to the above:

August 20, 2009 1525
Customer service called from California 1-714-204-3177 saying they would give me a RMA # to ship the unit back to California and they would do the update. I stated that being in Nova Scotia, it was not practical to ship the unit to California and be without a GPS for up to two months. After all it is working, but the 2009 update is not possible.

She then said I should ship it to Guelph, Ontario. Again I emphasized that MIO was not living up to their deal and enticement to buy that brand. There is no reason I should be without a GPS for an extended time. She suggested they would be doing me a great service by updating both the Canada and US maps for free, where I was only entitled to the Canadian upgrade. I replied that the literature and brochure did not say Canada only and that MIO needed to clarify their advertising. (Most all competitive brands include all Canada and US maps, which is never an issue.)

The shipping to Guelph Ontario is at my expense (approximately $29.40), which doesn't seem fair since the problem is not a failed unit, but a failure to upgrade. She continued to go through the procedure of generating an email and RMA number for returning the unit.

I informed her I was very upset the way this deal was going, not blaming her personally as she is just the employee, but MIO is not treating the customer as they should. I advised I would think it over and likely not send the unit. I said I was willing to return the unit to them after I received a new updated one so I wouldn't be without a working GPS. She said that is not possible and implied they were being generous by offering to upgrade Canada and US maps.

I had to supply my information yet again, confirming serial #, purchase date, my address and so on. I took the RMA information and advised her that it was an unsatisfactory solution. I said I would contact Staples where I bought the unit and see if they would do anything positive to help and if not I would make my decision at that time.

The regular customer service contact number was given (1-866-646-4477), should I have any further questions or difficulties.

Staples Proves There Is Good Customer Service

August-24-09 Part of my action plan was to advise the retailer where I bought the MIO unit, of the bad experience I had been going through over the last several months. I knew there was little responsibility on their part for a failed process of map upgrading, although I was hoping for a little assistance. I asked to talk to a manager or person in charge and he was directed to me in a polite and courteous manner. After telling the story above, I was told, "no one should have to go through an experience like that. Why don't I just take it back and you will be done with it."

I have been a long time Staples customer, and have always been happy with their products and service. You can bet I will continue to be a customer of theirs and recommend them to others. In fact, this experience was one of the times I contacted the head office to let them know they had an employee that cared and went out of their way to ensure good customer service.

I immediately paid the difference and am now the proud owner of a top of the line TomTom GPS which upgrades easily over the internet.

Back To MIO

August-25-09 I received another call from the lady at MIO's customer service, wanting to know whether I had shipped it and if I had bought maps on an SD card. I said no, and related my Staples experience above to her, saying I didn't have it anymore and not to be concerned about it.

She seemed surprised Staples took it back, and I again suggested this whole experience was not acceptable from the very beginning. She said she would cancel the RMA #, and she would pass all this on to their head office.

As a side note, it appears Staples does not sell this brand in this area anymore. Could this be the reason?

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