TomTom, Inc.

Dear Revdex.com & Ms***,This is *** from TomTom and I would be addressing your complain.At TomTom, we work very hard to bring to our customers the best navigation experience everA big part of this work is to continuously improve the quality of the maps, services, and software that our navigation
devices runs onIt has indeed become clear that some of our older generation navigation devices including the XXL do not have sufficient resources to run the newest maps and software available in a way which will provide our customers the best customer experience and hence these devices are now End of Life.As you have mentioned in your complain your device does come with Lifetime Map Update ServiceI would like to highlight that these were FREE services offered with the XXL and here 'Lifetime' means the useful life of the device, i.ethe period of time TomTom supports your device software updates, services etcA device will have reached the end of life when none of these are available anymore.I would like to further clarify and add that you should still be able to receive map updates until these updates are released and available for your device through TomTom HOMEWe are no longer able to provide support over Phone or Email but we provide support through the below resources available which are available to you:Online Support FAQ's: ***
TomTom Support Videos: ***TomTom User Forum: *** With Regards*** CTomTom Support

This customer is in the process of getting assistance from our Technical Support team at the time of this complaint being filedOur phone systems are having some issues with dropping calls and our IT team is working on that diligently as no customer should be disconnected while trying to request
help from our support teamWe sincerely apologize for this issue and we are working on fixing the phone lines around the clock and it involves many different global locations to get this fixedWe will resolve this issue ASAPIn regards to the issues at hand with the customers device, we have informed the customer that they need to update their maps, in their MyDrive account that they can access by opening the TomTom MyDrive application that they have downloaded to their computerIf the customer needs to download the programagain, they can do so by visiting www.tomtom.com/getstartedThe customer was also provided with many links on how to update their deviceThe customer can refer back to their email that was sent from our agent on 8/31/at 5:34pm EST as that email has the correct links on how to update the maps on the deviceThe customer does have Free Lifetime Map Updates for the lifetime of the device with the serial # ending with ***If the customer has any further issues or challenges with updating their device, they can contact Customer Support at *** and we can then provide more troubleshooting or even a product replacement since the customer is within their one year warranty period

Dear Mrs***, Thank you for your patience and understanding. I am happy to advise you that your request to have order number *** refund has been approved and processed Please note that it can take approximately week until you have received your money back on your account.Please check on your next billing cycle. If you have any further questions, please do not hesitate to email us using this link Click here to reply or call us at *** Monday through Friday, 9:a.mto 8:p.mEST. With Kind Regards, *** * TomTom Customer Support

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
ON 10/22/I RETURNED A DEFECTIVE MONTH OLD TOM TOM GORETURNED BY *** ** TO GENCO /TOM TOM Your package has been delivered Tracking # *** DELIVERED 10/27/Signed for by: *** Delivery location: *** *** ** Service type: *** *** Send your device to: GENCO ATTN: TT Dock Door #*** *** *** *** *** *** ** *** AS OF TODATE I STILL HAVE NOT GOT MY NEW REPLACEMENT TOM TOM GO Reference Number: *** Recently you contacted us at TomTom Customer CareHere is a summary of your requestYou can find our response below*** *(US), 11/04/09:AM Dear Mr ***, Thank you for contacting TomTom Customer Support regarding your replacement device never being received , the reference number for this incident is ***I want to apologize for the issue you had with your replacement device never being receivedAt this point what we will be doing is escalating the case to my supervisor to see if there's a way we can ship out a new device to youI understand that the device that was sent by our warehouse was delivered on a front porch and you never received that GO I will be getting contact with you as soon as I have a response from my supervisor , by no later than Friday afternoonIf you have any further questions or comments, please do not hesitate to email or call us at *** Monday through Friday, 8:a.mto 8:p.mEST and Saturday, 9:a.mto 6:p.mESTWith Best Regards, *** * TomTom Customer Support Click here to reply *** ***, 11/04/07:AM WHAT WAS THE OUT COME WITH Reference Number: *** Your case has been escalated to our warehousing for investigationWHERE IS MY REPLACEMENT TOM TOMRecently you contacted us at TomTom Customer CareHere is a summary of your requestYou can find our response below*** *(US), 11/03/03:PM Dear Mr ***, Thank you for contacting TomTom Customer Support, My name is *** and I am happy to assist you with your queryThe reference number for your query is ***Your case has been escalated to our warehousing for investigationWe hope to have a response for you shortlyPlease bear with us while we look at the situationMany apologies for the inconvenience causedWith Kind Regards, *** *Customer Service Representative IT IS OVER DAYS SINCE TOM TOM GOT MY TOM TOM GO BACK AND TOM TOM NEVER DID RETURN MY NEW TOM TOMGO TO ME AT ONE POINT THEY SHIPPED IT BY THE *** WHERE IT WAS LEFT ON A PORCH LOST PACKAGE SO I NEVER GOT MY REPLACEMENT TOM TOM GO AS OF TODATE 11/4/TOM TOM KEEPS ON PUSHING THE MATTER OF TOM TOM SENDING ME MY TOM TOM GO TO MEI WANT TOM TOM TO RUSH ME MY NEW TOM TOM GO GPS AT ONCE http://www.tomtom.com/support Reference Number: *** Recently you contacted us at TomTom Customer CareHere is a summary of your requestYou can find our response below*** *(US), 11/04/09:AM Dear Mr ***, Thank you for contacting TomTom Customer Support regarding your replacement device never being received , the reference number for this incident is ***I want to apologize for the issue you had with your replacement device never being receivedAt this point what we will be doing is escalating the case to my supervisor to see if there's a way we can ship out a new device to youI understand that the device that was sent by our warehouse was delivered on a front porch and you never received that GO I will be getting contact with you as soon as I have a response from my supervisor , by no later than Friday afternoonIf you have any further questions or comments, please do not hesitate to email or call us at *** Monday through Friday, 8:a.mto 8:p.mEST and Saturday, 9:a.mto 6:p.mESTWith Best Regards, *** * TomTom Customer Support Click here to reply I PAID OVER $PLUS TAX FOR THIS TOM TOM GO TOM TOM REFUSES TO SEND ME A NEW TOM TOM GO UNIT RIGHT AWAT
Regards,
*** ***

The issue here is not the upgrade we offered our customers as the upgrade simply updates the device's software to new GPS satellite's and signalsIt is similar to having an iPhone that is not compatible with the new IOS operating systemThe customer would have to buy a new phone in that
situation. In this case, the customers model is an older model that is not compatible with the new softwareThe customers one year warranty expired in and the device is from However, we will contact the customer through our internal systems and come up with a resolution via email

Response has been sent to the customers updated email address that they provided within this Revdex.com complaintResolution has also been proposed within that email to the customer

TomTom no longer produces units which work with TomTom Home as it is an older platformAs the customer was under warranty we replaced the customers unit with a upgraded unit which uses our newer download platform MyDrive ConnectIf the device is not working properly our support team will
troubleshoot the device and provide a replacement for the newer VIA device

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** ***
the email that my tom tom is under is ....***@gmail.com and the number for this problem is ***

Due to their system limitations I was forced to register each one of my tom-toms under a different email addressThe email address that they have on file that they allegedly sent the response to is an old email that I can no longer access therefore I never got their responseThey need to refund their response to the email that I submitted with this complaint ***
Regards,
*** ***

Our Finance team has confirmed that this refund was indeed refunded to the customers bank account that was used to place the original orderThe order was placed on August 9th, at 2:16pm and it was submitted to be refunded on August 13th, at 12:34am in the amount of $and the
refund was approved and processed at 2:35am on August 13th, We have checked all accounts and we no longer have these funds for this order as they were already refunded to the customer as just outlined

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. This is in regards to my complaint against TomTom (complaint #***) for not giving me a refund I just got off the phone with my credit card company and their service representative walked me through how to find the refund on my credit card statement Just like TomTom said, they DID make the refund and it is listed on my August statement I was not looking in the right place I want to withdraw my complaint and have it not be counted against the company in any way I apologize for every inconvenience I have caused Revdex.com Thank you for being there when I mistakenly thought I needed you. *** ** ***

The incident number I have is
***This email address doesn't matchThe email address *** is my
wife's emailI am the owner of the credit card that was used to make this purchase
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** *** I need to see the connection to the USB in my computer. I do not see it. I remember seeing it using TomTom Home

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** ***
I have tried everything that they have told me to try several times and it still says no map data.and as far as the warrenty goes.it is past the warrenty by a few monthsbut the gps worked finejust needed updatingso tom tom sent me a link to up date my maps and when I did it wiped out everything and messed it up.when I called the first time they said that the email must of been coroupt.so I expect them to replace what they messed up

The No Maps Found error is related to an error during the map download process which can be cause by various issues outside of TomTom's controlWithout being able to troubleshoot the device or verify the warranty of the customer's device we will not be able to issue a replacement

The incident number I have is
***This email address doesn't matchThe email address *** is my
wife's emailI am the owner of the credit card that was used to make this purchase
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

TomTom no longer produces units which work with TomTom Home as it is an older platformAs the customer was under warranty we replaced the customers unit with a upgraded unit which uses our newer download platform MyDrive ConnectIf the device is not working properly our support team will
troubleshoot the device and provide a replacement for the newer VIA device

Two devices were sent and confirmed delivered by ***We did our part of shipping the devices to the customerAny issues with the delivery needs to go through *** as TomTom did our part on more than one occasion with this customerWe had asked for a different address to avoid anymore shipping issues and the customer did not have a secondary addressWe sent the devices as requested and one was even signed for by a * *** as seen on the *** tracking information

Dear Revdex.com, As per my initial response I would like to again clarify that even though the TomTom ONE XL is now an EOL device customers will still receive map updates until these updates are released and available for the deviceWe have just released a new map and this should be available for download on customers device through TomTom HOME application. Regarding any needed technical support customer can refer to the below channels:Online Support FAQ's: ***
TomTom Support Videos: ***TomTom User Forum: *** With Regards*** CTomTom Support

The customer received this message as the device is not linked to an account in our systemOnce the customer connects their device to their PC, creates an account on www.TomTom.com, and links the device to the account; the lifetime maps will be availableFor any questions or assistance with
linking the device to an account, please contact our support team at * *** *** ***