Software Review: Iguidance 2009 (lack of) support
Well I bought the new IGuidance 2009, upgrading from my old v3 software. Excitedly, I opened the box and installed the software (after removing v3). On the reboot after the installation, my cursor started jumping wildly all around the screen, selecting buttons, selecting areas, and all kinds of other nasty things. So I uninstalled, rebooted, and the problem went away. I then tried again, and it had the same behavior.
I went through a variety of things, including disabling the touch screen in case something was causing a conflict. No go on that one. So I sent INav a support request, and here is what I got back:
This is an isolated case since we have not received any similar reports from other customers. It most likely is due to a conflict w/ your serial port driver for any devices that are also connected through your serial port (ex. your gps receiver). You might want to try using a different receiver such as USB or bluetooth, or try to remap your receiver to another serial port (if possible, depending on your gps receiver and driver) and see what happens. "
So their initial response was basically 'buy a new GPS', or you have some kind of conflict. Like a wasn't pointing this out to them. I also pointed out to them that I already new of a conflict (my original request), but the cursor went crazy before I even started their program. Just the install screwed it up. So I sent a letter back saying I am not buying a new GPS for their product, and what are their thoughts of possible conflicts. I then received:
Unfortunately, we are not able to duplicate this problem, and since there's no other customer reporting this issue so far, we have no other information that we are able to use in our attempt to determine a pattern in customer's software or hardware at this time.
Please follow the steps below to de-activate your program."
So after one email, with zero discussion about what the problem might be, they want me to return the product. Of course I eat the shipping both ways. This isn't my idea of support at all. Usually they at least have you try a couple of things.
Not wanting to eat the shipping which would end up being a good portion of the price at this point, I decided to play with it a bit myself. After digging into it, for whatever reason, their install caused a 'Microsoft Track Ball' to be installed on my GPS's port. Once I removed that device, everything was OK. I was able to fix it myself with just looking around at some things that I had not previously thought of (I kept thinking it was the touch screen). 'Support' should usually try to support you some....
In my initial playing around, oddly enough the routing was better in the v3 than the new one. Just driving to work, it came up with a few really crazy routes. v3 was almost dead on with the quickest route, while 2009 sends me down side streets rather than the interstate that parallels them.
I am not sure which one I will keep. I need to play around a bit with it first. But my main point in the review is INav is horrible in their support. So if you have any kind of installation issue (or others that I imagine) that have not already been reported, you will be on your own.
Dissapointed so far,