Tom tom's customer service all time low

So, Engadget are looking for tech support horror stories, well shit, they should chat to my cousin from hobbyist software who had this one. Here's a teaser (but you have to read the whole thing):

Backstory: Robbie bought a Palm based GPS receiver and wanted to use it with either of his palm devices, a Treo 650, and a Lifedrive, apparently this just aint cricket...

...The customer support chap at TomTom told me that my retailer would have explained this limitation when I purchased. I challenge anyone to find where that was at Expansys. Are they not an authorised retailer? He also told me the limitation was stated on the TomTom site and started navigating me through their site to find it. It was about three levels in, in the customer service area. I felt like Arthur Dent and the planning application. He explained that I can't use my navigator with two devices because of Piracy. There are no exceptions, and I can't speak to any management to plead my case. He did offer a workaround which involved me buying the map and sd card again (about $150). I wasn't impressed. To add insult to injury - if I want to complain, I can't do it by email or phone - I have to write a letter.

Just that alone had me. Can you imagine a tech company today that will only accept correspondence via snail mail? This is just crazy.

My favourite bit though was the debate as to whether the following counts as software or hardware, Tom Tom suggest that it's the former:

- Bluetooth GPS Receiver - Recharging cable for smartphone & GPS Receiver - Cigarette lighter adapter - Vehicle device cradle with windshield mounting bracket & suction cup pad - TomTom navigation software 5 and the maps of your country or region preinstalled on an SD card

I was speechless when I read this story, are there really sill companies like this so caught up in the dark ages of hate thy customer?

Luckily for the rest of us, there are...!