Frannie's dashboard

A comment on the problem "Tom Tom Customer service stinks!" in Tom Tom:

In the UK I logged a repair request on 12th August 2008 - its now the 26th and they still haven't collected it. Their website diagnostics are rubbish and their support scripting is trash, no wonder they navigate clients into one way streets or 40 ft arctic lorries onto pedestrian ferries in the UK. They couldn't even navigate their way from the nearest coffee machine down the office hallway which might explain why the support lines take 10 minutes to get to a human voice to answer the phone and not in peak hours. – Martin, on August 26, 2008 13:11

Martin started following the problem "Tom Tom Customer service stinks!" in Tom Tom.

A comment on the problem "Tom Tom Customer service stinks!" in Tom Tom:

hi rob, i cracked my screen, tom tom one xl, called support and was told to throw it in the garbage because there is no repair depots and unless its under warranty they wont fix it, they offered me a $50.00 discount off a new one, reg price somthing like $299.00 - $50.00 i only paid $199.00 last boxing day, why buy a product that you cant get parts for , i will buy a garmen next, what a crappy company, ps i got an email from them saying that because they didnt hear back from me they consider the case closed,If you have any further questions or comments, please email or call us at 866-486-6866 Monday through Friday, 8:30 AM until 7:00 PM EST. Thanks again for writing. At TomTom we believe in showing you the way the easy way.

With Best Regards,
Ana
TomTom Customer Support

Spørgsmålets referencenr.080704-006108
Eskaleringsniveau: 32h fr.time answered USA
Produktniveau 1: All-in-one navigation
Produktniveau 2: TomTom ONE XL
Kategoriniveau 1: Repair & Service
Oprettelsesdato: 07/04/2008 05:48 PM
Senest opdateret: 07/10/2008 01:52 PM
Status: Solved
Dispatch Ext.:
First Call Closure: Nej
Duplicate Call: Nej – truckerjohn1, on July 24, 2008 04:54

John Runge replied on June 22, 2008 20:31 to the problem "Tom Tom Customer service stinks!" in Tom Tom:

I have tried the "Map Correction Fix" that Rob Lazzurs mentioned. I can assure you that it does NOT work on a One 3rd edition (namely Mine).
As far as Customer Service is concerned, whomever gave TomTom an award must be on crack. I purchased the Traffic Receiver Antenna gizmo online last week and realized I could not use it where I live and drive. I immediately called the customer service number and was on hold for more than one hour. I spoke with the cs rep who after several more "hold Periods" gave me a reference number (080611-008309) and forwarded me to yet another department where I remained on hold for another hour before being told that this rep had sent a message to ?? canceling the order. All this took place the day before the item was shipped. Needless to say, the order was not stopped and was received by me. Two e-mails asking for the proper procedure for returning the item 8/19/08 have so far gone unanswered. To add insult to injury, now my One 3rd tells me that "No Route Found" when trying to go to one of my favorites.

A comment on the problem "Tom Tom Customer service stinks!" in Tom Tom:

Hello Jeremy,

If you press on your screen to take you to the menu then press on "Map corrections" and then "Correction preferences" you will be able to choose to use your own corrections and corrections not verified by TomTom or the map vendor.

I hope this solves your issues, however if not then please start a new topic. I do agree we don't get everything, it is a big world! However we are getting better every day and with your help I hope we can get your new area covered soon. – Rob Lazzurs, on June 22, 2008 11:50

A comment on the problem "Tom Tom Customer service stinks!" in Tom Tom:

Hello Mark,

As a TomTom employee of course I could be getting a discounted unit but I have had a TomTom since the TomTom GO 300 launched in the UK (I think about 4 years ago now) and I have loved every minute of using it. Sure once it took me to the wrong Donnington and some times it does not know that a street is one way but over all the device is great and now I am working at TomTom I know just how hard everyone is working to make them better every day. If you have not already seen it have a good search for TomTom HD, this is where things get really useful :).

Hope you have fun with your TomTom! – Rob Lazzurs, on June 22, 2008 11:42

A comment on the problem "Tom Tom Customer service stinks!" in Tom Tom:

Hello Dan,

Please to contact TomTom customer service with your proof of purchase and they will be able to replace your unit. If you have any issues at all with this please contact me back on this website.

Sorry I did not see this sooner, I hope we can get you back on the road with TomTom soon, I know I could not live without mine for long! – Rob Lazzurs, on June 22, 2008 11:39

Jeremy Crouch replied on June 20, 2008 19:14 to the problem "Tom Tom Customer service stinks!" in Tom Tom:

I just downloaded the most recent updates and maps for my brand new tomtom. Unfortunately they are at least 3 years behind on their maps. I apparently live in a forest according to their maps. Several major roads are not included on their "updated" maps, so their directions send me out of the way to get around town. Even my own personal updates have to be "verified" by tomtom before I can use them on my own map. Will a call to customer service do me any good, or am I stuck with a uselss (expensive) product?

Jeremy Crouch started following the problem "Tom Tom Customer service stinks!" in Tom Tom.

Mark replied on June 13, 2008 20:58 to the problem "Tom Tom Customer service stinks!" in Tom Tom:

I was going to bring back my !@#$ garmin nuvi and return it for a hopefully less @ tomtom. My nuvi misses turns and is wrong A LOT. I once had a tomtom that I returned because it did not have text2speech. But neither does my current disappointing garmin. I was on hold with garmin for 80 minutes and I called tomtom and was immediately connected. At this moment I do not know aht choice to make? I know that the mio SUCKS and the garmin nuvi 200 SUCKS too! But I do not have any tomtom experience.

A comment on the problem "Tom Tom Customer service stinks!" in Tom Tom:

Hey, Dan, you might want to start a new topic so it can get noticed a little more. I'll do what I can to get it noticed. – Eric Suesz, on June 09, 2008 16:41

Dan replied on June 08, 2008 05:42 to the problem "Tom Tom Customer service stinks!" in Tom Tom:

I just opened my new anniversary present, Tom Tom One XL S, and I securely mounted it on my windshield and the first bump we hit in the car the unit fell to the floor board. I thought, no problem, it didn't fall far and there is nothing hard down there it could have hit. To my surprise, the
lcd was busted. I took it back to Best Buy and told them the windshield mount was faulty and they told me that was something Tom Tom would have to address. Will Tom Tom replace the unit if
i call customer service. I did everything the instructions told me to do and the outcome was my brand new device is busted. Any help would be appreciated.

A comment on the problem "Tom Tom Customer service stinks!" in Tom Tom:

^^truth – John O'Day, on June 04, 2008 21:21

jonathangrubb replied on June 04, 2008 21:12 to the problem "Tom Tom Customer service stinks!" in Tom Tom:

I bought a Tomtom at The Sharper Image last year. One day it randomly stopped working, so I stopped by a Sharper Image location and they swapped it out with a new one in 10 minutes, no questions asked. A good experience overall, and after reading this thread I'm glad I never had to deal with Tomtom directly.

A comment on the problem "Tom Tom Customer service stinks!" in Tom Tom:

I don't buy the argument that software purchases can't be refunded. This assumes bad faith on the customer's part, which is the very essence of bad customer service. If this happened to me I'd contest the payment on my credit card. While the card company may decline the chargeback it will at least make the company notice the problem. Enough chargebacks will cause the vendor to lose their credit card merchant account. – jonathangrubb, on June 04, 2008 21:09

angry replied on May 30, 2008 04:42 to the problem "Tom Tom Customer service stinks!" in Tom Tom:

Tomtom lost my damaged navigator...that's why they had to replace it with a refurbished one...in the interim I purchased a garmen...I don't know anymore which is better. All I can say is that after my horrible experience with their customer service people...that I now have two navigators and I always choose the garmen...those TomTom employees have ruined their own product with their nasty attitudes. You guys need to straighten your people out!!!!!

Rob Lazzurs replied on May 29, 2008 15:23 to the problem "Tom Tom Customer service stinks!" in Tom Tom:

Hello everyone.

First of all I would like to assure you that as Eric pointed out your experiences are not typical of our customer base who has to contact TomTom, we do work hard to provide a good product and even better services on top of that product and this includes customer support.

Now Frannie, for your information we are a global company with offices all over the world however our head office is in Amsterdam in Holland.

While it is very frustrating that you purchased maps you already had sadly I can understand why a refund could not be provided in this case. The maps are just software, once you have them there is nothing to stop you copying them and then asking for a refund. Now to be clear I am not for one second suggesting this is what you were doing, but I do hope now understand why we have this policy.

Since most of these replies were quite a while ago I would ask if anyone still has an issue to post a new issue under TomTom and I will do my best to help you through your problem now I am here.

I hope this helps and I am very sorry that not everyone has had as good an experience with their TomTom as I have had (one of the reasons I joined the company)

Take care all.

angry replied on April 11, 2008 10:16 to the problem "Tom Tom Customer service stinks!" in Tom Tom:

My tomtom fell off my windsheild after thier windshield mount failed. The screen cracked. They had me ups it. They were going to test it themselves. I agree with so much that has been written about thier customer service. They are a horrible company and I hope they go out of business. The woman I spoke to on the phone was so rude. Buy a Garmen or a Magellan...anything but tomtom. I spent $300.oo on thier shit product. I will tell everyone one I know not to buy a tomtom.

BADAKITA replied on January 15, 2008 21:52 to the problem "Tom Tom Customer service stinks!" in Tom Tom:

Was on hold with tomtom last week for 45 minutes before speaking with someone. Was told I needed to speak with a different department, but they were at lunch(a whole department!)
Called back, and was on hold for 55 minutes until my battery died.
Today called back and was on hold for 48 minutes before someone picked up. Was transfered 3 times, and they still did not listen to me.
They are great at wearing you down. Amazing in this day and age, they can have such BAD customer service!

Eric Suesz replied on January 09, 2008 22:57 to the problem "Tom Tom Customer service stinks!" in Tom Tom:

TomTom just won an award for their customer service. See here: http://www.reuters.com/article/pressR....

This commendation doesn't sound like it matches with your own experiences, for sure.

To answer your question, Frannie, I believe the company is based in Amsterdam, but I don't think that should count against them.