Great product, customer service: not so great

Here's what sucks sucks sucks: you killed off the SDK for the actual tomtom devices!

I agree the product is ok, but he customer service is horrible. I had my unit go out (Cigg lighter adapter got real hot) I spent time and money by replacing the fuse with no luck, I then contacted TomTom and it was still under warranty they had me pay shipping and send it to them. The week after they RMA me a replacement unit that before I even docked it seemed crappier than my original unit (My unit was in mint condition) the one they sent me didn't stay on the dock right... and the release lever at the top didn' work so good. I then powered it on and it gave the welcome in 5 or so different languages, the progress meter than continued on and then it looped and then didn't power on at all anymore, I attempted a hard reset on it with no luck and plugged it in to the AC wall outlet overnight with no luck. Here is where the crappy and horrible customer service comes in... I called their support line at about 3:00pm PST and was on hold with music for over an hour, after an hour the line disconnected. (which means someone wanted to go home and answered the phone and hung up) I called back and got the msg we are now closed... I called back this am July 25 and their policy is to send out another refurbished unit.... That is all they ever send people so your taking your chances on the abuse the person put it thourgh before you... The highest person you can speak to at that company is a person by the name of Toby who is the person the phone tech gave me to, he really wasn't much help I told him I had spent 5+ hours already on this issue and wanted a new ysstem something comprable to what i had paid 300$ about a year ago he told me that they didn't do that. When I asked toby for the corporate phone number he said all they have is an address. How can you be a coroporation and not have a tel # for customer to let you know any kind of issue? Anyways I will post this on as many sites as I can to let consumers know not to purchase any product from this company. any question email me silva111athotmail.com

I couldn't agree more with the other Readers. I actually really liked my TomTom until I had a problem with it not turning on. I called for service. The Customer Service person was very rude. Old mean lady. I have had the unit for about 1 year. I said I was willing to pay to have it fixed. She said they wouldn't service units out of warranty. I said I believe it is still in warranty since it was bought in Oct 2008. She said show her proof or they can't help. What type of company does not service their products even if you are willing to pay for it. Do yourself a favor and go with Garmin.

I'm sure the product is good. I know people who own them, and they're happy. I wasn't so lucky. I spent several hours patiently jumping through hoop after hoop. I finally had to give up, just to retain my sanity. I couldn't even get mine activated. I got a "One" (which customer support had a hard time identifying, and even after giving them the serial number, then being on hold for awhile more, still directed me to the wrong product). And activation? Nope. NO product code on the box. Instructions on their very crappy website didn't help either: The TomTom Home application 2.5.xx didn't show a product code where they said it should.
Never mind the SIMPLE questions, like first time charging before using the battery. Customer service assured me they were all trained technicians, but could not give me a definitive answer on this one, only
a 'personal opinion'. Jeez.
Not to mention the 'Quick Start' manual makes no mention of first time use / charging. That is, it neither says you should, nor shouldn't have to
charge the thing right out of the box. They are the authours (that's how it's spelled here) of their own demise.
I want to be confident with a product to point me in the right direction. I'm a paramedic, and we need to get to the exact place in short order. But how can anyone be confident in a product when not only the support just isn't there, but the simple act of activating it is a MAJOR, fruitless exercise? You'd think an international company would have the process set up so the customer can get practically instant gratification / confirmation that they bought the right tool for the job. Yeah, you can put a 'sad' face on your warm and fuzzy "I'm sorry" response, Mr. Lazzurs but buddy, it's too little, too late, especially after reading some of the other complaints on this page. I'm considering starting a BLOG to vent and vent and vent about this absolutely UN-supported product. It's ludicrous for TomTom to claim any kind of status when they can't even answer a simple question. Since when does the customer, after paying for a product, have to keep paying with time, effort and patience, and continually run into brick wall after brick wall?
Go Garmin.
Jon - in British Columbia, Canada

Hello Chris, I don't have TomTom as a service or product but when it comes to service/help desk dept. that SUCK: tracfone.com takes the top award!. I paid $53.xx to tracfone for some minutes 2 weeks ago that I still don't have. I jumped through all of their hoops to analyze my phone with a so-called help desk tracking number and I still don't have a phone with more than 0.0 units call time remaining. Now, that I think about it I will flame these people on my blog which automatically updates: Twitter and Facebook. I will put the trackback URL here when I'm done!

lol, this is funny !! i am not buying this tom tom..

My initial excitement with my Tom Tom GO 930 purchase has now faded. I have had three technical issues since I bought it, the most recent resulting in me needing to send my unit back to the company, with the shipping costs being paid by me. A week or so later I received a different and refurbished unit back (not a new unit) with the same problem.
Their solution of course is to send it back again. I have been on the phone with them at least 10 times at this point and when I tell you the magic is gone, it is long gone. I will keep you posted on what happens when I get this next unit (hopefully NEW) back.