TomTom, Inc.

Dear Mr***,This is *** from TomTom and I would be addressing your complainPlease allow me to express my apologies for the delay in reverting back to you.Mr***, 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 however like to add that you should still be able to receive map updates until these updates are released and available for your device through TomTom HOMEFor support you do have the below support resources available:Online Support FAQ's: ***TomTom Support Videos: ***TomTom User Forum: ***
With Regards*** *TomTom 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.
[If you are rejecting the business's response please enter your rejection comments here.]
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 # ***
My complaint is - I am NOT able to download the new mapsYou state I should be able toTomTom Home states it cant download the newest map because my device doesn't have enough room for itI would like a better discount on the other device as I am disabled and on social security disability
Regards,
*** ***

As previously stated, we have contacted the customer with the information on his replacement device including the tracking #In regards to the delay in response, we have apologized to the customer and will provide feedback where it is needed so this type of delay does not happen again

Revdex.com:The refund finally posted to my account todayThank you
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,
*** ***

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

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 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 is aware of this issue and we are investigating the root cause in order to correct this immediately but we do not have an ETA of when this will be correctedAs the unit was purchased from a 3rd party retailer "*** *** *** ***" we would not be able to issue a refundOnce
we have an ETA of when the issue will be resolved we will contact the customer directly through the incident they have created reference #***

TomTom would not be able to accept the return of the product or issue a refund as it was purchased through a third party companyWe are working to correct this issue as soon as possible and once a fix is released; we will contact the customer directly

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,
*** ***

Dear ***,Thank you for contacting TomTom Customer Support regarding your complaintMy name is Hisham, I am the responsible supervisor and I will be assisting you today.The reference number for this incident is *** I would like to first apologize for any inconvenience this may
have caused you.I tried to call you today on your number (*** *** but there was no answer, so I left a voice message for you.In regards to your refund request, I can see that the request is already being processed by our finance department.I have escalated the matter to the finance department so they can process your refund as fast as possible.Moreover, in your complaint you mentioned that we refused the refund, which is not true at all.I really appreciate if you can advise with the name of the employee who told you that we refued the refund so we can take the needful actions.In regards to your map update service I have compensated lifetime map update service on your device as an apology for the unpleasant experience you had with us.I am sending you a few links which will provide more detailed information on how to update the maps on your device:• Installing MyDrive Connect (***• Downloading and installing your map (MyDrive Connect) (***)• How to install a Map Zone (MyDrive Connect) (***)If you have any questions about the above topic, please let me know by replying to this email.Please do not hesitate to email us using the link below or call us at *** Monday through Friday, 9:a.mto 8:p.mEST.With Kind Regard,*** **TomTom Customer SupportClick here to reply

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,
*** ***

As TomTom no longer produces the customer's original unit we would not be able to send the same deviceOnce we have tried to troubleshoot the issue and if the error cannot be corrected we will issue a replacement unit but it would be the same model the customer currently has

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

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.
watch is now working but have not been able to use it for almost weeks now because customer service never gave me these directions the times I called in.
Regards,
*** ***

Revdex.com:The refund finally posted to my account todayThank you
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 has a day money back guarantee on all Fitness products, as this unit is outside of the return policy we will not be able to issue a refundWe will contact the customer directly to troubleshoot the issues outlined in the complaint and replace the device if needed

I NEVER GOT MY TOM TOM GO S I GOT BOXS ONE WAS tracking # *** and per *** tracking information, this order is shown as being delivered on 6/17/at 1:10pm WAS THE UNIVERSAL ELECTRIC CHARGER THE ND BOX WAS AN EASY PORT MOUNT Tom Tom Re NEW GO S AND THE 1)Easy Reach Windshield Mount NOT THIS GARBAGE EASY PORT MOUNT THAT ARE THE 2 BOX'S I GOT YESTERDAY CHECK YOUR E MAIL FROM ONE OF YOUR SUPERVISORS TO YOU FROM INDIA tracking number is ***.WAS ELECTRIC PLUG THIS BOX WAS JUST EASY PORT MOUNT tracking number is ***.T*** ** TOLD ME Dear *** ***,Your Order *** has been processed and shipped to you. Your device was shipped via *** and the tracking number is ***.Was sent back SO NOW I NEVER GOT MY TOM TOM GO 60S *** TOM TOM GO*** ** RETURN # *** WAS M,Y GO S GOING BACK TO ** TOM TOM GO*** ** RETURN # ***Items in shipment:1.) 1FC- GO S (US-CAN-MEX)Shipping Information:*** *** *** *** ** ***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 # ***
Regards,
*** ***

This my second attempt to resolve this issueOn Oct10th of I purchased a TomTom GPS running watch for my girlfriendUpon using the watch, it was found to be defectiveWe contacted customer support, and after following several instructions on how to get the watch to work, it was still not working properlyAt this time we were instructed to return the watch for a refund, which we promptly didNow, more than two months later we have yet to receive the refund which was promised to usSeveral attempts have been made to contact customer service to resolve the issue to no availIn fact, we've been told multiple times that the refund has been issued, which is falseI check the credit card account almost daily looking for the credit to be applied, and to this date is has notTo further irritate the situation, any attempts to contact customer support are being ignored, and no response is given to us one way or anotherThe incident number which is associated with this issue is ***, it is under a different e-mail address: *** , which my girlfriends emailI am the owner of the credit card which was used to make the purchase, and to which the refund is owedNot only do I feel like I've been lied to multiple times by customer service, I feel as though a certain level of theft has occurredI returned the defective watch as requested by TomTom with the understanding that my money would be returned to meI has not been returned to me, and at this point I feel as though TomTom has stolen it from meTo add insult to injury, customer service no longer responds to any communication from us regarding this matterPossibly they feel that if they ignore us long enough we'll just "go away"I promise you, I will not go away until this issue is resolved in an acceptable manner I am only interested in a refund of the money owed to meNo more, no less