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What happens when Garmin partners with Avis, and together they fail consumer expectations and endanger lives? We've all heard the international reports of lost tourists relying on after-market car navigation systems - GPS strands tourists in Queensland: http://tiny.cc/tehxf GPS guides Norwegian tourists into trouble in Rio: http://tiny.cc/7m7py It can happen close to home. Recently, Avis and the Garmin nuvi navigation system that came with rental car took me on a dangerous ride. But, it wasn�t the first time an after-market PND GPS car navigation system sent me on an adventure. A few years ago, while in Kansas visiting Sprint, my team opted for some famous Kansas City barBQ at a restaurant tourist area five miles from our hotel. As a former technology and marketing program manager, details are my thing as much as the big picture. Thus, I hit the hotel lounge and surveyed the locals for the best route to Restaurant Row. The responses were unanimous on directions to the freeway, then to the tourist area. But wait - the crew with me wanted to try out the new PND toy! So, I agreed to see where this toy would take us. It directed us - not to the freeway - but through streets that were not scenic and through extra miles that were unnecessary. The complaints from the guys that so desired this adventure became a group chuckle-fest. So, I should have been prepared for this recent adventure with an after-market PND. The trip to Princeton, New Jersey from White Plains, New York was great because of the lovely ride over the Tappen Zee Bridge into beautiful northern New Jersey and then aboard the Garden State Parkway. Simple and easy. I was enjoying the Garmin nuvi and I didn't have to print out a MapQuest sheet and email the directions to my mobile for back-up. Once in Princeton and enjoying the afternoon with friends, I felt good about letting Garmin take me home to White Plains, NY. However, relaxing was a mistake. Rather than take me the same way it brought me, the nuvi directed me into what seemed like a difference scene, but then again, New Jersey freeways look the same for the most part. However, I knew I wasn't on the Garden State Parkway and kept thinking - in a few miles, nuvi would direct me aboard. It never happened. Onto unnecessary toll roads for which I had no coins, I accepted the fact I would probably get fines and bills in the mail from State of New Jersey. Soon, it was all too clear that the Garden State Parkway was nowhere near. I exited into Newark. Newark is not a good place to enter according to late-night comediennes and now I know why. Particularly, since I seemed to be driving through the worst section of Newark. So, at 6:15pm in the evening I just parked, turned on flashers, and decided to call the Avis counter where I rented. Since the branch closed at 7pm, I assumed someone would answer. No answer - I got routed to India. Called again; got routed again. The sweet gals in India could not comprehend what getting lost in Newark meant no matter how detailed and graphic I explained the situation. I wondered when the two gangs threatening each other just a few yards away would turn in my direction and decide to use my arrival as a distraction for some neighborhood fun ; ). I've traveled on my own through China, South East Asia, Europe, and quite a few other areas, thus I'm resilient and can make my way through hostile territory, so I knew I'd be fine. I was just furious that this whole time-consuming adventure was unnecessary. To make matters worse, the Avis call center in India transferred me to a functional area called - Emergency Roadside Assistance. But, this service just tells a renter how to operate the car, like flasher and seat recliners. It does not provide instruction on the after-market navigation system or provided guidance via a desktop computer jockey with Google Maps that can personally guide a lost renter into a safe area. After hanging up and calling Avis' local rental counter again, I was switched to the Garmin technical support team contracted for Avis. Too bad this call center closes at 5pm Central Standard Time during broad day light and is not contracted to be open after dark. I was just about to call Verizon because I knew that the wireless operators would open their desktop WWW and help me navigate home, but I saw a cop. And, yes, it was at the Dunkin Donut nearby. The police official was more than helpful - he guided me onto the Garden State Parkway. I figured it would be smooth sailing the rest of the way home. Nope, Garmin nuvi directed me into North Newark. Next, I was on I95 and on my way over the George Washington Bridge into the Bronx. Even then, Garmin wanted to take me further east into the heart of the Bronx rather than aboard the Bronx River Parkway which was closer and less congested during rush hour and frankly, easier to navigate for any driver. Once home, I thought about being angry and venting, but I was too damn tired to care. Lesson learned. I prefer a map that I can hold in my hand whether it's a Thomas Bros. Guide, a printed MapQuest, or a road atlas. When it's important to get where you want, when you want to do so - the printed paper is perfect. A more important lesson learned - Avis and Garmin shouldn't partner unless they are both willing to invest the necessary financial capital to hire the right personnel and train them, and keep the lights open after dark. It's a simple expectation from a resilient traveler. |
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App Stores Fail in Their Offering of Mobile Social LBS Navigation Applications Survey app stores on Palm Pre Plus, Blackberry, OviStore, and iPhone – where are the mobile social apps that can assist me this 4th of July to locate my friends at Kensico Dam in Westchester County New York? It will be evening when I depart home on my bike north on the Bronx River Trail and it will be 10pm when I ride the trail home. What app can assist this bike rider on a mountain biking trail? Maybe one from Satsports, The Sports GPS Company http://www.satsportsgps.com/ However, this app won’t help me find my friends in the public esplanade of the Kensico dam. My line of site will be blocked by arts and crafts vendor tents, food carts, and musicians. Will my group meeting have to employ the usual mobile voice call along with the required arm-waving with wide-eyed, “I’m over here” shouts? |