Live traffic updates?

[ColinX-5]

I certainly think Alex should have compensation. Meanwhile you might like to see part of email from Mazda

Mazda are aware of some issues and are working closely with Tom Tom, Panasonic, Vodafone and Mazda Corporation to resolve any problems.
We will remain to keep our customers and Mazda dealerships aware of updates to the situation and would like to reassure you we are working as quickly as possible for a resolution.
I did not know Panasonic where part of it !

 

[m4zda.man]

I visited my dealer to discuss a few matters, prior to taking delivery of the car in September.

I raised the subject of poor performance of Live Services and said I was hoping and expecting not to have such problems with my car. He effectively told me that this would be for Tom Tom to resolve, implying that I would be dealing with them. I politely said no, I will expect Mazda to sort out any problems. He said he would speak to Mazda UK about it. Umm.

 

[seanhdly]

nav live update today from Mazda customer sevices manager

Any chance this could go back on topic?

It is well documented now that there is a recognised problem with Live services, so will be interesting to see what is going to be done for us in particular regards some form of compensation for inconvenience and needless sitting in avoidable traffic queues for hours at a time.

In my case Six visits to my dealership. Then of course the traffic hold-ups which could have been avoided including me sitting on the motorway for over two hours on the hottest day of the year at the junction that is approx 15 minutes from my home.

Alex

hi all im new to the forum just about to get my new cx5 sport with DOH nav (i wish i hadnt bothered and bought a cheapo unit), any way Spoke over the last few days to a customer service manager at Mazda uk HQ, they confirmed there is a problem only with the live update and this week coming Mazda Europe and tom tom panasonic and vodaphone are due to have high level talks at their location in europe to sort out the issue . so hopefully it may be fixed soon ..... he also said there may be some kind of compensation for users that have had the issue, He was very honest and informative with me to the point He has already given me my first service for free due to my conscerns .
I chatted about the fitted running lights only work while the vehicle is moving and once standing still they will go off, also the i stop may turn off the air con in some circumstances ? but he did not have any more info on that.
over all i found him very helpfull so far .

 

[ColinX-5]

Thank you seanhdly that sounds promising, I find the Tomtom very good so with live update working it will be very very good.

 

[xtrailman]

Do you have his phone number?

My live services started working again today!

Its very frustrating as the car is booked in for Friday, and the live services have not worked for me since after the first week, now they are, tomorrow who knows.

hi all im new to the forum just about to get my new cx5 sport with DOH nav (i wish i hadnt bothered and bought a cheapo unit), any way Spoke over the last few days to a customer service manager at Mazda uk HQ, they confirmed there is a problem only with the live update and this week coming Mazda Europe and tom tom panasonic and vodaphone are due to have high level talks at their location in europe to sort out the issue . so hopefully it may be fixed soon ..... he also said there may be some kind of compensation for users that have had the issue, He was very honest and informative with me to the point He has already given me my first service for free due to my conscerns .
I chatted about the fitted running lights only work while the vehicle is moving and once standing still they will go off, also the i stop may turn off the air con in some circumstances ? but he did not have any more info on that.
over all i found him very helpfull so far .

 

[Buzzx6r]

, also the i stop may turn off the air con in some circumstances ? but he did not have any more info on that.
over all i found him very helpfull so far .

I would say the air-con switching off is understandable and the same process occurs with many other brands, some of which have been running auto-stop/start for over 5 yrs.

I would assume the car has a battery monitoring system that will automatically shut down all non-essential electrics as and when required. The user can override the 'i-stop' (or whatever Mazda calls it) and keep the engine and air-con running.

 

[mcmoose99]

Bizarrely, my live services burst into life this morning. Guess I must have been lucky - in a vodafone reception area and the retry clock inside the headunit had ticked over whilst I was driving, it tried to connect and I lucked out. Will be gone by the morning most likely

 

[rimsy]

My CX5 is booked in this saturday after having a bit of a rant at them about the issue. Very much hope my live services ISNT working as you can bet your behind it'll stop again shortly after !

 

[m4zda.man]

Hi,

My Live Services hasn't worked for the 5 days since I took delivery, and I've advised my dealer and Mazda UK of it. In my chat with Mazda the guy, actually quite helpful, said pretty much what we already knew, that there'd been top level meetings, representatives from Mazda Japan had flown over, trying to identify why it's a variable service, etc. etc. He said the problem they have is understanding why apparently Live Services works fine in some countries and not others - obviously UK, and at least one specific European country he couldn't remember (is it Netherlands?). Gave no timescale.

My bluetooth pairing to my mobile was set up when I took delivery and worked then, but bizarrely didn't work for 3 days (I didn't attempt to reset it), but then today it's working again! Don't understand it, presumably can't be related to the Live Services issue?

 

[KJO]

My Live Services had not worked since a visit to the dealers in July, where they 'reset' the unit. Up until that point, Live Services had worked intermittently since I activated them in mid June.
On Friday/Saturday, I drove from the UK, via France, to Switzerland. Soon after crossing the French/Swiss border, I noticed Live Services working, and they've worked every day since.
Next week I'll be driving back to the UK via Germany and France, so here's hoping Live Services stay working, but I'm not confident!

My initial thoughts were not to bother with the subscription service after the free 90 day trial, but I like the potential of the service when it has worked, so would re-consider if there was permanent fix issued by Mazda/TomTom.

 

[noxis]

I am just waiting to find out the delivery date of a new CX-5 Sport Nav... now I am worried about the services I just paid 26k for. I read the whole thread and was getting near the end thinking "I hope it is sorted by now...." but no

I happen to know I live in a Vodafone dead zone as well which isn't going to help by the sounds of it.

 

[rimsy]

since this all seems to have gone rather quiet is it safe to assume Mazda/tomtom/panasonic/vodafone have fixed the problem? Seems to be the case my end as my live services have now been working for the past week without issue.
Same for everyone else based in the UK?

 

[Geoff]

since this all seems to have gone rather quiet is it safe to assume Mazda/tomtom/panasonic/vodafone have fixed the problem? Seems to be the case my end as my live services have now been working for the past week without issue.
Same for everyone else based in the UK?

Nope.... Mine still not working and haven't been for too long to remember.

 

[prhac]

Nope.... Mine still not working and haven't been for too long to remember.

Not working... 15 months now.

 

[xtrailman]

I have three phones one on O2, virgin, and vodafone.

Of the three the O2 gives the best signal around my area and places I go to, personally I don't think the other two are much good.

I am just waiting to find out the delivery date of a new CX-5 Sport Nav... now I am worried about the services I just paid 26k for. I read the whole thread and was getting near the end thinking "I hope it is sorted by now...." but no

I happen to know I live in a Vodafone dead zone as well which isn't going to help by the sounds of it.

 

[Geoff]

I have three phones one on O2, virgin, and vodafone.

Of the three the O2 gives the best signal around my area and places I go to, personally I don't think the other two are much good.

I have an O2 phone and generally get a great signal.... I know a few local people who have Vodafone and they generally get a great signal too, so I don't think the issue with the live services is anything to do with signal strength... although I assume if your don't get a Vodafone signal at all then it will never work.

 

[m4zda.man]

Very strange, suddenly 3 days ago my Live Services started working, having not worked since taking delivery on 1st September.

Having made a fuss about it to the dealer, I almost didn't want it to work until some grand announcement from Mazda (or TT) that the problem was solved! Is it a coincidence that rimsy has also reported his live services now works? Apparently yes, as I see from prhac his is still not working.

Incidentally I'm on T Mobile (EE), which is linked to Orange.

 

[Mikek03]

Firstly, my apologies if I repeat hear anything already covered in this thread.

The original question on the thread "Does the navigation also have live traffic updates ???". Answer, yes but... it does not work reliably in the UK.

I took delivery of a brand new Mazda 6 SkyActive Sport Nav at the end of April this year. During the 3 month free trial of Live Services, it worked for roughtly 3 weeks on and off, completely random.
I've been pestering my dealer and Mazda UK and Mazda Corporate and TomTom and posting anywhere and everywhere I can to bring attention to this issue.
Mazda claim that the issues are limited to only a few vehicles, I say it's widespread and those not experiencing the problems are not using the Live Services.
I've been given the run around, told lies by Mazda and even had to suggest to Mazda Customer Services a possible short term remedy of supplying me with a stand alone TomTom with Live Services that works!
A little over a month ago TomTom kindly renewed the Live Services free trial as I had been unable to actually trial it. A miricale occured, after they did this my Live Services started working continuously. Alas the joy was taken away when it dropped for no reason, but then came back the next day. In the last 4 weeks, Live Services worked for 25 days of which 19 days were straight!.

Because of my pestering, Mazda agreed to supply the Stand Alone TomTom and last Monday I collected from my dealership a "TomTom Go 825 Live" which works 100% all the time where the NB1 still seems to have difficulty connecting to Live.

Yesterday someone on a TomTom group suggested a new NB1 software version and like a fool I fell for it and tried an update, however only after having removed the SD Card from the car and finding there was no update, the "release" version was the same as I already had, I put the SD Card back in the car and for at least most of the day the NB1 would not even recognise the SD Card. After a full hard reboot of the NB1 it did come back on but alas now Live Services is again gone.

I urge anyone who is having issues with Live to pressure thier dealership and Mazda to supply them with the same "TomTom Go 825 Live" stand alone navigation unit as a temporary work around.
It is unacceptable that Mazda sell these "upgrades" when they are "Not as described" and "Not fit for purpose" under the Sales of Goods Act.
It is unacceptable that Mazda still sell these "upgrades" when they know there is an issue, yet they do not warn customers about it (informed choice).
It is unacceptable that Mazda expect customers experiencing issues to sit by idly waiting for a resolution that Mazda themselves admit they do not know how long will be coming.

If Mazda feel it in the pocket by supplying everyone with a temporary replacement for the NB1, it might hurt them enough to do something about it.
Just ensure that your dealer is aware that the supply of a temporary navigation device is not a replacement for the faulty NB1, it is not compensation for the issues and it is in no way a gagging technique.
We should set Mazda a reasonable time frame to resolve the issues or replace the NB1 with an alternative and comparible device. I have set this with my dealer as the end of November 2013 which is 7 months since the issue was known to them from myself. I think this is a more than reasonable time frame and if Mazda cannot repair or replace the NB1, then the whole vehicle is not specced as ordered and therefore should be replaced with one that is.

 

[Perusal]

Must admit I'm not having too much bother with my Live Services though in fairness I only use the Sat Nav periodically. I have seen it drop out occasionally but more often than not it works just fine and having used a couple of stand alone units ever since Live hit the market and prior to purchasing the CX5, I am pretty familiar with the concept and the way it works.

I do however know another owner who last I knew was getting the dreaded SIM card warning appearing on their screen but haven't spoken to them since they were going to speak to their dealer. Of course Live Services are delivered via the mobile phone network (i believe Vodafone in this instance) and so if you are in an area where there is a poor mobile signal it will drop in and out. Living in a village where everybody has mobile signal issues I often find it doesn't activate until I have driven a mile or two down the road.

That said, TT's servers often fall over and you only have to look on a dedicated GPS website to see the frustrations that causes.

I hope you find a solution to your issues, I have come to depend upon mine when needed so if it does disappear it is hugely inconvenient and I can understand somebody using their vehicle on a daily basis could find this immensely frustrating.

 

[alex1706]

Update, and I'll probably post a link to this page in other areas to try & keep some cohesion.

Had a phone call today from Mazda (so has some other posters) He opened the conversation that he was responding to my registering with the on-line petition. Some readers may recall I was sceptical on this one as was tailored towards the North American market, however despite my reservations I did put my name into the mix.

I let the guy (Andy) explain all the vagaries and reasoning behind said failure and the fact there is a limited window to the signal being "pinged" back to the server. He went on to tell me (in effect) they are beta testing a fix, and if all goes well, should be sorted mid to end of October.

When he finished with the script, I took him back to his opening comments and asked him to confirm he did in fact tell me this phone call was due to my input on the on-line petition, which he concurred. I then asked him, "If it wasn't for me filling out that petition which was not geared around the UK market, would I have had this particular phone call"?

After a bit of umming & ahhing and after I pushed him, he gave me a straight NO!

He was not up to speed with all my case notes and previous contact I had made, but he caught up whilst we were on the phone. I made it clear that the "support" I have "enjoyed" to date from Mazda has been lamentable.

He agreed that we the consumer may have been furnished with misinformation in particular by Tom Tom, but there again in mitigation the cause of failure had not been fully identified.

He seemed to be on the point of offering an extension to "live Services" once resolved, but I explained to him that I have brokered a deal with Tom Tom and I'll be looking for something else. This will be discussed in the future, and as a matter of courtesy I probably won't divulge in a public medium what they are prepared to offer. I feel each case will be individual, and should be treated likewise.

So the moral of the story is, if you haven't registered and completed the on-line petition, you will be at the bottom of the pile.

So fill your boots. Here is the link... MAZDA 6 PETITION

Alex