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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-
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 marked one of Rob Lazzurs' replies in Tom Tom as useful. Rob Lazzurs replied to the problem "I could spend this time having fun, but...".
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Rob Lazzurs replied on June 24, 2008 14:07 to the problem "I could spend this time having fun, but..." in Tom Tom:
I would sure hope you don't have to pay the shipping however this is something you will have to take up with them, I would suggest you might.
I am glad to hear you have your problem solved and are now happy, if you do have any other problems please do give me a shout here and I will do what I can to help :) -
John Runge marked one of Rob Lazzurs' replies in Tom Tom as useful. Rob Lazzurs replied to the problem "I could spend this time having fun, but...".
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John Runge replied on June 24, 2008 12:38 to the problem "I could spend this time having fun, but..." in Tom Tom:
Soo, Now I feel stupid. I didn't realize the e-mails went to "My Questions" and that "My Questions" are sorted by category.
Problem is solved, but, do I have to pay the shipping?
Either way, I'm happy again.
Thanks for your help Rob. -
John Runge replied on June 24, 2008 00:23 to the problem "I could spend this time having fun, but..." in Tom Tom:
Just an update:
I called TomTom again today, gave my email address and reference number to the cs rep. Only waited on hold 30 minutes.
I told the rep what my problem was, he double checked with someone and told me what to RMA number was. He also told me he would send me an e-mail with the mailing address I should use to return the item. Very nice man...
My problem now is as follows: I NEVER GOT THE EMAIL! i'll have to call again. My ears used to stick way out, but after calling TomTom, my left ear is now folded nicely back. -
John Runge replied on June 23, 2008 15:23 to the problem "I could spend this time having fun, but..." in Tom Tom:
Hi Rob,
I have the latest software (Home 2.3) but when I submit a change it never "took/takes" on my One 3rd ed,
BTW, the non-existing road I'm reporting haven't been there the 28 years I've lived here. -
Rob Lazzurs replied on June 23, 2008 15:10 to the problem "I could spend this time having fun, but..." in Tom Tom:
Hello John,
First of all let me say just how sorry I am that you have had problem returning the device you purchased by accident. For this I can only recommend calling back the number listed, if you get no where on the phone then please do let me know here.
As for the maps, I would recommend checking with the HOME client you are on the latest version of the software for your device, this should give you the full mapshare facilities.
If there is anything else we can help you with please do let me know. I know map updates are not cheap but when you consider the amount of work going into those updates it is a reasonable price.
Hope we can help get this sorted. -
John Runge reported a problem in Tom Tom on June 23, 2008 14:57:
I could spend this time having fun, but...I entered the following as a reply to comments about the TomTom customer service, perhaps I should have started a new Problem.
Here is my original post: (slightly edited for clarity)
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. {could be some equally potent substance, I just don't know}
I purchased the Traffic Receiver Antenna gizmo online last week {On 06/11/08} and {after reading about it on the WEB site} realized I could not use it where I live and drive. I immediately {within 1/2 Hour} 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.
{I sent} Two e-mails asking for the proper procedure for returning the item {on} 8/19/08 they 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.
(Yeah, I forgot that less than 6 months after I purchased the unit, TomTom wants $75 for new "Updated" maps. See the first paragraph of my original text!)
{I like my TomTom most of the time, all mfg's have their problems, but, well, just read the above again.}
John -
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.
