Hi everyone, I want to put a reverse camera on my 2014 countryman so I contacted navtool and bought a unit. They were super good at responding to my questions and i got the unit in 2 days! This was great, but the unit wasn't what I agreed to purchase.

1) i got "upgraded" to the 2015 model which comes with horrible instructions with spelling mistakes and no diagrams at all; and
2) the website says its 100% plug and play, but the instructions are telling me i need to cut a few wires for it to work...

Their tech support seems really nice and helpful, so I'm going to give this a shot before I return it to them. I am no stranger to soldering wires, but when you pay $300 for a plug and play device, this is not what you expect to do...

Anyway, was wondering if anyone can offer some first hand advice? Any how-to's with pictures? Any suggestions or tips? I found a thread here on how to dismantle the dash trims, so i will be using this https://www.northamericanmotoring.co...dash-trim.html for that, but once i get behind the radio i will probably require a bit of help.

Anything is appreciated.

Thanks

 

Hi are you having issues installing it?

It's plug and play to the extent that vehicle allows it, some wires still need to be hardwired.

This product is intended to be installed by professional.

 

Status Update: Navtool unit still does NOT work.

It has been installed for over 2 months and it turns out they shipped me a unit with NO PROGRAMMING FOR THE COUNTRYMAN. They basically took my money and shipped me something they had no idea if it would work, when I clearly specified the make and model of my car.

2 months ago I was advised they would release an update, and its now January 5th, and STILL NO UPDATE. I have been in constant contact with them since, and I keep getting the run-around.


Spoke to sales today; they weren't very sympathetic and told me again that they have to "check with their technician". They also said they won't be issuing a refund without a product and I refuse to take apart my car in -2*C (28*F) weather to ship back a product that was not as advertised and STILL NOT WORKING AFTER 2 MONTHS!!!

Navtool's customer support and after sales support is not what I expected. I will surely be posting my story on other forums.

 

" They also said they won't be issuing a refund without a product..."

While I'm sympathetic to your situation, I wouldn't issue a refund to someone without getting the product back first either so i cant fault them for that. And, since we dont know exactly what questions you asked before you bought the unit, its still open as to whether you asked the right questions and did some proper research before spending your $$.

 

It makes sense what you are saying, but I did my due diligence before buying and was given something that is not as advertised. It was pretty clear on their website what was being sold, and I even called and spoke to, not one, but two, different reps and they advised that the BMW X1 model is the same for the mini countryman. I even made a note on the order it was for the countryman, not the BMW.

Not only did they change out my unit with a different one, it didn't even have the proper programming. I was on the phone with the head tech and he confirmed it was installed correctly and they would issue an update. It's been over 2 months since and they wont give me a release date--they keep saying "Next week "

I did my research, I got something that I didn't agree to order, I decided to install it anyway as I was told it would work, it was installed correctly, it doesn't work, and now I've paid for something that's soldered in my car that does nothing. I will not take it out and incur costs of return to get a refund when they shipped me a dud to begin with.

At this point, i'm just sharing my experience and the fact I'm out of pocket about $400 CAN and nothing to show for it.

Listen, I just want it to work, that's why I bought it. They keep jerking me around, so I want my money back.

I'm tired

 

Based on your reporting of events I'd avoid this company at all costs. They don't understand the internet age and how treating one customer so poorly can come back and bite them in the butt. They need to provide you with a date it will be fixed and then refund your money if not done.

 

It was simple software incompatibility issue

 

In the last 2 months, it has been much more complicated than a "simple software incompatibility"...

I inquired again today (for the 20th time) and finally got an answer for the release date: "by tomorrow evening".

If it actually does get released and it actually does work, my mission is complete. If not, I will be filing a charge back as customer service has yet to respond to my December 9th email, and the many correspondences thereafter.

Horrible, horrible, customer service. You guys should be ashamed of yourselves.

 

Status Update: STILL DOESN'T WORK!!!

Contacted Navtool (even though they said they would contact me--they didn't) and was advised the 2014 R60 update was "supposedly" released (the guy didn't really have any idea). Got the laptop, ran their software update, and NOTHING...Absolutely NOTHING. It didn't change a damn thing. Theres no way to confirm that they even released an update as their tool doesn't tell you the version number--its all on their backend.

Anyway, I'm done trying to get it to work. I will contact their sales one last time and if I don't get a satisfactory result, i'll just go through my credit card company and see what they have to say. I'm extremely disappointed.

 

I'm very sorry about your experience, unfortunately with OEM form time to time one model of a car can become incompatible and requires further research on our end. If you wish please return the product for a full refund.

 

As I already mentioned multiple times, it's not an easy thing to just "return". It involves hours of disassembly and reassembly, which i don't have, and if i did, it is FREEZING outside where I am, so I will not be doing it. Above all else, you sent me something I DIDN'T agree to purchase and "upgraded" me to a different model. It says on your website that it's 100% plug and play with no wire cutting, but this is COMPLETELY FALSE.

I have wasted so much time with you, and I'm not about to waste more time with you guys. I am still waiting for a response to my December 9th email that i sent to Sales and Customer Service.

If you are sorry, you will do the right thing and provide me a full refund. If and when the weather warms up, i'll have my car apart and send it back if you provide me with return postage. but i'm not going to wait 6 months while you have over $400.00 CDN of my money, and i have a useless box that does NOTHING.

Again, this just goes to show how horrible your customer service is. I will definitely be posting my experience on a plethora of other forums.

 

unfortunately we are not able to confirm if interface is not functioning as you are describing, which could be 100% true, its hard for us to refund money and not get the product back

 

the customer is not an issues, we can issue a full refund but why cant we get the product back, i never heard in my life that you can keep purchased goods with a full refund.

 

we find it stranger that a customer aka "cash_money" wants refund but doesn't want to return the product, i recently purchased iPhone 6S plus , didn't like it, it was overheating i had to return it to get my money back

 

Cash_money you are wrong,

1. I have Navtool and it's perfect
2. Return the product, you have no right asking for refund and keeping the product

 

it's unbecoming to make fun of your customers after you send them faulty products.

Your iPhone analogy is also faulty as you didn't have to solder it to the inside of your car after 3 hours of disassembly only to realize it never had the proper programming to begin with. I hope everyone reads these threads and they find out how bad your business is.

Furthermore, I hope everyone visits http://www.bbb.org/new-york-city/bus...and-ny-128020/ and sees that you have 11 other complains.


I will be taking a video of me "updating" the box with your software and show everyone that your product does not do what you advertise in my car. George from your tech department admitted that there was faulty programming. I have a transcript from your online rep saying other "canadians" have issues with their cars as well as the programming could be different. i find it offensive that you would take my money while you are well aware of this.

If it was easy to take out, I would. its not as simple as putting it in a box and shipping it.

 

I think you are up to no good, why do you want to keep a faulty product so bad?

 

so you want money back and keep the product?

 

the product is not compatible with your car, in that case just return it please

 

okay, pay for someone to take my car apart, unsolder your faulty product, reassemble my wires in a correct fashion and i'll gladly return your faulty product that you knew full well that it didn't work to begin with....

I am going to assume that this is not going to happen so I will just let my credit card company deal with it tomorrow.

 

Every customer tomorrow will say,
"my product doesn't work , give me back my money i will return a faulty unit 6 month later"

You are asking for impossible.

If something doesn't work return it

 

I'd have to agree, they're willing to offer you a full refund but they do need the product back. It'd be a totally different story if they weren't willing to offer you a refund at all. You're being a little unreasonable.

 

yea, normally i would agree with you. But after jerking me around for 3 months. (ordered it november 9th, 2015) i feel like they owe me a higher duty of care. i'm going to call tech support one more time, and then i'll see if i can use a friend's indoor garage to take apart my car this weekend.

 

just spoke with George from tech support. he was pretty nice and is willing to further attempt to update the software. I'm going to give him the information he asked for and hope he can issue something--he said he'd try to get it done today.

 

RESOLVED:

Spoke to George, provided some troubleshooting feedback and he took the feedback and provided a suitable update. I did some brief testing and it appears to function correctly. I am not sure about the battery drain issue, but I will eventually hook it up to accessory power when I have the time and the weather is better.

In my opinion this should have been resolved much earlier, but I am now satisfied with the end result.

Please archive/close this thread.

Thanks