Hyundai MnSoft

When I updated my 2015 genesis to version 14 it had bugs like always being in the night mode, black screen. You do not get to actually speak to someone. they just try to get you to keep sending photos until you give up. No actual attempt to fix the problem.

Response to Complaint [redacted] Order Number: [redacted] Hello [redacted] ,KIA USA is offering the download of Android Auto/Apple CarPlay for free on their websiteA simple search on the internet for Android Auto KIA USA brought up this link:? [redacted] If you have a PC, then you can download the update for freeIf you don’t have a way to download, then I believe it is just $for an SD card plus shipping ?" not $You can contact us by email ---? [redacted] ? --- telephone? [redacted] ? --- if you need more details about map updatesThe free AA/AC download is supported directly by KIA through the link aboveMnSOFT only provides map updates which have updates to the S/W ?" including AA/AC ?" roads, POIs, and minor bug fixesWhatever solution you need, we can accommodate your request.I apologize that it took a little longer than expected for KIA to offer it at no costAgain, I apologize for any inconvenience this may have caused you while you waited for this response.Kindly, [redacted] ***, Quality Assurance Manager

Response to Complaint [redacted] Order Number: [redacted] (Help Desk Ticket [redacted] )Hello ***,I apologize for the delayed response to this issueHowever, there seems to have been much communication and progress since this was filed back in January directly with our support teamThere are many different pieces to your complaint: customer/tech support, system issues after updating, and resolutionSince you ordered this update, we have made many improvements to our tech support processes to eliminate the need to email filesWe can now fix the problem and the customer can just use our downloader to fix the problem by repeating the installation of the downloaded media again.The system issues you have encountered are beyond our control because they are written and controlled by the radio manufacturerBluetooth function is a piece of the system that is not at all map relatedHowever, since we distribute the software updates on our map updates, we will attempt to provide a resolution for you.The update for this vehicle comes out about twice a yearThe radio manufacturer designs and tests the Bluetooth functionality portion of the systemUnfortunately, we have seen that the Bluetooth has taken a priority over navigation features many times in the pastThe good news is that we have the latest vmap update coming out in about weeks ?" mid-AugustAlthough we cannot guarantee that all the functions will be fixed, we have every hope that you will have a better experience once the latest update is installedAfter you see that we have officially released v(part number [redacted] ) then please use this coupon code in the shopping cart to get a free update.Coupon Code:Revdex.com [redacted] LAfter you install the new update, to make the new Bluetooth features work properly, we recommend unpairing your phone from the radio both on the radio system and on your telephoneThen pair the two again for the new fixes to take effect.Again we apologize for any inconvenience this may have caused.Kindly, [redacted] ***, Quality Assurance Manager

I have reviewed the conversation between the agent and [redacted] ***If you’d like, I can send this for your review.In the conversation, Ms [redacted] asks for a supervisorWe have addressed this complaint by changing our policyStarting on June 1, when a customer requests to speak to a supervisor, our agents will transfer the customer to a supervisor on site or forward the customer’s information to our office and we will respond on the same dayRegarding Ms***’s head unit, she has responded saying that resetting the head unit fixed the issueThis method was provided by our agent during the phone conversation.? I want to add that this agent was written up and sent home on 5/(please see attached)Also our policy has been changed effective 6/1/18.And again regarding the head unit error, the agent gave the correct information to remedy the error by way of resetting the head unit.This can be heard at around the minutes into the phone conversation.? Please let me know if you need any more information regarding this matter

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution was satisfactory to me I do consider this complaint resolved Regards, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,

Hello Revdex.com, on behalf of *** ***, On 6/12/2017, our tech support team spoke with *** to help her with the problem she was havingWhen she tried to update, she was getting an errorOur tech support team was able to provide ample support to completely resolve the situation
over the telephone by providing the steps the customer would need to take to accomplish the task of correcting the errorOur team, *** *specifically, spoke to *** to give her all the steps necessary to complete the change to the data on her map update download that was incorrect and causing the error*** stayed on the phone with ***, walking her through each step, to verify that she was proceeding with each step preciselyAt the end of the call, *** confirmed the owner's vehicle was updating successfully. What was needed to complete the support was the Device ID from the customer's radio system information screenOur team required this information to be able to provide the resolution*** was extremely cooperative in providing this needed information. We would also like to note that we will continue to provide any support the customer needs after the sale of the updateIf anything goes wrong, the customer has further questions, or for any reason the customer can always call us from am to pm PT, M-F for further supportWe will make every effort to keep our customer completely satisfied with her purchase. Kindly, *** *** Quality Assurance Manager *** - direct line

Hi ***, This is in reference to case #***The customer had an issue with the map data provided with his Kia Sorrento
Today (October 30th, 2015) our call center reached out to the customer again and discussed his issues
As stated on our installation manual, we have a limited
warranty stating, “MnSOFT does not and cannot warrant that the Map Updates operate in a manner that is completely error-free, and that any information provided is always accurate”Our data is provided by a third-party map provider that provides data for over 90% of all North American vehicles, so it’s a very reliable source. The maps and points of interest (restaurants, hotels, etc.) are released to after-market sales once a year (or twice depending on model) to Hyundai/Kia customers
There are many factors that go into whether a certain road or point of interest is included in that map version (timing, specs, head unit capacity, etc.)In this case, updating a vehicle that had a map to a map, includes millions of new points of interest and hundreds of thousands of new miles of roads spread across North America
Of course, what the customer experiences, depends on his/her place of residence
In our FAQ, we encourage any customer that is looking for a particular road or place to contact our call center and confirm any particular data before making a purchase That being said, in this circumstance, we’ve decided to provide the customer a complimentary map update when the newest version is provided next year
Please let me know if you have any other questions. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution was satisfactory to me I do consider this complaint resolved
Regards,
*** ***

Hi ***, This is in reference to case #***The customer had an issue with the map data provided with his Kia Sorrento
Today (October 30th, 2015) our call center reached out to the customer again and discussed his issues
As stated on our installation manual, we have a limited
warranty stating, “MnSOFT does not and cannot warrant that the Map Updates operate in a manner that is completely error-free, and that any information provided is always accurate”Our data is provided by a third-party map provider that provides data for over 90% of all North American vehicles, so it’s a very reliable source. The maps and points of interest (restaurants, hotels, etc.) are released to after-market sales once a year (or twice depending on model) to Hyundai/Kia customers
There are many factors that go into whether a certain road or point of interest is included in that map version (timing, specs, head unit capacity, etc.)In this case, updating a vehicle that had a map to a map, includes millions of new points of interest and hundreds of thousands of new miles of roads spread across North America
Of course, what the customer experiences, depends on his/her place of residence
In our FAQ, we encourage any customer that is looking for a particular road or place to contact our call center and confirm any particular data before making a purchase That being said, in this circumstance, we’ve decided to provide the customer a complimentary map update when the newest version is provided next year
Please let me know if you have any other questions. Thank you

Hello Revdex.com, on behalf of *** ***, On 6/12/2017, our tech support team spoke with *** to help her with the problem she was havingWhen she tried to update, she was getting an errorOur tech support team was able to provide ample support to completely resolve the situation
over the telephone by providing the steps the customer would need to take to accomplish the task of correcting the errorOur team, *** *specifically, spoke to *** to give her all the steps necessary to complete the change to the data on her map update download that was incorrect and causing the error*** stayed on the phone with ***, walking her through each step, to verify that she was proceeding with each step preciselyAt the end of the call, *** confirmed the owner's vehicle was updating successfully. What was needed to complete the support was the Device ID from the customer's radio system information screenOur team required this information to be able to provide the resolution*** was extremely cooperative in providing this needed information. We would also like to note that we will continue to provide any support the customer needs after the sale of the updateIf anything goes wrong, the customer has further questions, or for any reason the customer can always call us from am to pm PT, M-F for further supportWe will make every effort to keep our customer completely satisfied with her purchase. Kindly, *** *** Quality Assurance Manager *** - direct line

I recently bought an update for my 2013 Hyundai Santa Fe Sport around Christmas 2018. I uploaded the map from the new SD card, and it worked just fine, downloaded fairly quickly, and seemed to work. I turned my car off and went into my job to take care of some things and when I came back out to my car and started it, the radio was stuck on the Bluelink loading screen. I tried everything I could think of to get the radio to work and had no luck. I called Mnsoft Customer service and they referred my ticket over to Technical Support and I was told I would have a response in 24 hours. I called after about 30 hours and was told I would have a response within 48 hours. I eventually ended up being called about a week after the initial report was made. By then, I had taken the car to my local Hyundai dealership and they said I had to have an entirely new radio put into the car because the software had locked up my radio. They ordered the radio and had it installed and working prior to being called by Mnsoft. Now that the new radio has been installed, the maps and everything are great, but it makes me very nervous to think about ever updating with this company again.

Response to Complaint ***Order Number: *** (Help Desk Ticket ***)Hello ***,I apologize for the delayed response to this issueHowever, there seems to have been much communication and progress since this was filed back in January directly with our support teamThere
are many different pieces to your complaint: customer/tech support, system issues after updating, and resolutionSince you ordered this update, we have made many improvements to our tech support processes to eliminate the need to email filesWe can now fix the problem and the customer can just use our downloader to fix the problem by repeating the installation of the downloaded media again.The system issues you have encountered are beyond our control because they are written and controlled by the radio manufacturerBluetooth function is a piece of the system that is not at all map relatedHowever, since we distribute the software updates on our map updates, we will attempt to provide a resolution for you.The update for this vehicle comes out about twice a yearThe radio manufacturer designs and tests the Bluetooth functionality portion of the systemUnfortunately, we have seen that the Bluetooth has taken a priority over navigation features many times in the pastThe good news is that we have the latest vmap update coming out in about weeks ??" mid-AugustAlthough we cannot guarantee that all the functions will be fixed, we have every hope that you will have a better experience once the latest update is installedAfter you see that we have officially released v(part number ***) then please use this coupon code in the shopping cart to get a free update.Coupon Code:Revdex.com***LAfter you install the new update, to make the new Bluetooth features work properly, we recommend unpairing your phone from the radio both on the radio system and on your telephoneThen pair the two again for the new fixes to take effect.Again we apologize for any inconvenience this may have caused.Kindly, *** ***, Quality Assurance Manager

I have reviewed the conversation between the agent and *** ***If you’d like, I can send this for your review.In the conversation, Ms*** asks for a supervisorWe have addressed this complaint by changing our policyStarting on June 1, when a customer requests to speak to a
supervisor, our agents will transfer the customer to a supervisor on site or forward the customer’s information to our office and we will respond on the same dayRegarding Ms***’s head unit, she has responded saying that resetting the head unit fixed the issueThis method was provided by our agent during the phone conversation.? I want to add that this agent was written up and sent home on 5/(please see attached)Also our policy has been changed effective 6/1/18.And again regarding the head unit error, the agent gave the correct information to remedy the error by way of resetting the head unit.This can be heard at around the minutes into the phone conversation.? Please let me know if you need any more information regarding this matter

Response to Complaint [redacted]Order Number: [redacted] (Help Desk Ticket [redacted])Hello [redacted],I apologize for the delayed response to this issue. However, there seems to have been much communication and progress since this was filed back in January directly with our support team. There...

are many different pieces to your complaint: customer/tech support, system issues after updating, and resolution. Since you ordered this update, we have made many improvements to our tech support processes to eliminate the need to email files. We can now fix the problem and the customer can just use our downloader to fix the problem by repeating the installation of the downloaded media again.The system issues you have encountered are beyond our control because they are written and controlled by the radio manufacturer. Bluetooth function is a piece of the system that is not at all map related. However, since we distribute the software updates on our map updates, we will attempt to provide a resolution for you.The update for this vehicle comes out about twice a year. The radio manufacturer designs and tests the Bluetooth functionality portion of the system. Unfortunately, we have seen that the Bluetooth has taken a priority over navigation features many times in the past. The good news is that we have the latest v11.5 map update coming out in about 3 weeks – mid-August. Although we cannot guarantee that all the functions will be fixed, we have every hope that you will have a better experience once the latest update is installed. After you see that we have officially released v11.5 (part number [redacted]) then please use this coupon code in the shopping cart to get a free update.Coupon Code:Revdex.com[redacted]LAfter you install the new update, to make the new Bluetooth features work properly, we recommend unpairing your phone from the radio both on the radio system and on your telephone. Then pair the two again for the new fixes to take effect.Again we apologize for any inconvenience this may have caused.Kindly, [redacted], Quality Assurance Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was satisfactory to me.  I do consider this complaint resolved.
Regards,
[redacted]

Response to Complaint [redacted]Order Number: [redacted]Hello [redacted],we do apologize that you were not contacted both after you contacted us directly and after this complaint. However, we would like to help you now. Every year, in the fall and in the spring, we release a new map update for your...

vehicle. We purchase the map data from Here.com, compile it, test it, and combine it with the updates to the AVN software from the radio manufacturer. The map update is a bundle of a lot of hard work that goes into making the update as stable as possible. Unfortunately, roads, addresses, and POIs are constantly changing. It is possible that a change that is reported to HERE.com may not show up on our map update for over a year because Here.com has to verify it before they include it in the data we purchase. Then we purchase it a couple months before we finish the update, and then an update may have been out a couple months before a customer buys it. All this to say, we are coming out with an update that is 18 months, a year and a half, newer than the data you just purchased. It will be released in about 3 weeks, the middle of August, 2017. I would like to offer this update to you at no cost when you use the coupon code in the shopping cart ---Coupon Code:[redacted]  In the future, if you want to make sure an address has been added prior to purchasing an update then we will be happy to look up the specific addresses that have inaccuracies prior to the purchase of a map update. Our terms and conditions do state that map data is sold as is and is not guaranteed to be 100% accurate, so we cannot offer a refund, so please accept our free map update – coming outin 3 weeksor so – as a sign of our heartfelt concern for you as our customer. The map update version 11.5 is what you want to look for. Right now on the website is version 10.5 – about 6 months newer data than what you purchased in June of 2016, so please wait for the v11.5 release to get the very latest maps. If you need it sooner than we release it then please email me directly –[redacted]– and, I will be happy to send you the pre-release of the map update before the official release.Kindly, [redacted], Quality Assurance Manager

They advertise a map update and system upgrade for the 2014 KIA Cadenza. You can see the ad on www.mapnsoft.com.

I paid $189.00 and $14.44 for shipping for the advertised update.

Received the map update but minus the features of audio upgrade, adding Pandora. It is not included as per the web page for my vehicle.

Also missing is the my car zone (setting speed alerts, zone alerts, and curfew alerts.) this shows on the web page as an upgrade.

This is just plain false advertising

I am in need of a map update for my Kia Forte Koup. I have tried email them (more than once), calling them, and using their live chat feature. Nobody there... The navigation feature gets to be pretty much useless when there are no updates, so with nobody to contact, I am at a loss. I called the dealership and they tell me that no such website should exist because only the dealership can make updates for approx. $60 more than what is advertised on MnSoft's website.