TomTom, Inc.

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 # ***While the person that took the time to respond to the complaint is correct that TomTom has sent me a new watch to try and resolve the solution It in no way possible satisfies my issue I'm currently waiting for my father in law to drive the three hours from *** ***, MO to ***, IL so that we can go to purchase him a new watch to try out to replace the multi-sport watch It is ridiculous that I spent minutes on the phone with TomTom this month to try to resolve this issue that they created with their lack of communication and respect for their customers' time The first phone call to try and resolve this issue was made on July 1, I personally called TomTom to let them know that our charger for our product that we purchase about months prior was not working and we could not charge the watch I was told that they could mail me a charger but I would not receive it for 7-business days I asked if there was any way for us to resolve the issue sooner since it was a gift for my father in law who does not live with us here in ***, IL I was told that we could just go into the store that we purchased the item from and they would be able to contact TomTom and they could swap us out a charger in store We then made the trip to the store and were told that the information that we were given was inaccurate and TomTom did not have any record of the conversation that I had with their associate because I did not have a reference number We TomTom on July 6, to get the charger sent to us and we would apparently suck it up and wait the 7-days since we had no other option By this time the watch was obviously dead because we did not have a charger to charge it At this time we were told that the watch had never been registered so we could not proceed until we filled out some information and emailed it back to TomTom Upon filling out this info and emailing it back to TomTom with my wife's email address attached so that we could resolve the issue They sent an email to my father in laws email account which we were just told wasn't even registered in their system letting him know that they were sending him a replacement charger for his watch We then also received an email sent to my wife's email on July 7, that the item was being sent out and we should receive an email with the tracking number shortly Upon waiting a day for that email, we called TomTom again to ask for the tracking number This time we were told that they were extremely sorry but the item was not picked up the day before therefore it did not ship out yet We were then guaranteed that the item would be picked up and shipped out that day and we would have a tracking number by the end of the day Of course we did not receive the tracking number still at this time and the item still hadn't even shipped out yetWe called again on July 13, to inform TomTom that we still had not received a tracking number for the delivery of the watch At this time my wife was told that the item was not in stock and that the issue had been escalated to management and we would hear from them as soon as they have a solution This was not an acceptable response since we had already been waiting and spent so much time on the phone and sending emails full of inaccurate information I took July 14, off of work to call TomTom and try to resolve the issue that had been created I spent the majority of the day on the phone with them trying to talk with a supervisor to help resolve the issue I offered many options to try and resolve the issue at this time on of which was to send me a charger from a new watch or let me purchase a watch for the charger and then credit back my card for the purchase when I sent back the watch without the charger I was told that none of this was an option I was then told by the customer support supervisor that his supervisor was not available to talk to me on the phone, but he was currently communicating with him through an online chat and he could send me an email that I would have to fill out a bunch of information and describe the entire incident that apparently has already been documented all along the way I told him that was unacceptable since I had already taken a day off of work to resolve this issue today because TomTom has not been at all helpful to resolve the issue I asked the customer service supervisor to please send my phone number to his supervisor through the online chat and ask him to call me back I was told that he would call me back within the hour The supervisor did finally call me back, however when he called to try and talk to me and I offered many reasonable options to him also I was told that none of that was possible and he explained to me that sometimes people make mistakes I told him that I understand that people make mistakes and I have made many of them myself However, when my employees or myself make a mistake, I make sure to find a reasonable solution for my customer I did not ask for anything free I just asked for a reasonable solution At this time I was told that the only thing TomTom could do was to send me the item as soon as it is in stock I was guaranteed that the item would be in stock July 21, and that they would be receiving about of the chargers at that time and one would be overnighted to me to make sure that I have it first thing July 22, He also said that he would send me an email detailing all of this information to me I explained to him that I was appreciative of the information, but that was still not a reasonable solution I was then told that after talking to him for about minutes that I needed to let him go because he needed to step into a meeting I told him that I would gladly let him go as soon as we had come up with a reasonable solution He then stated to me that I needed to respect his time and hung up the phone I never have received the email from this supervisor and I have tried to call him back on the number that he called me from numerous times and left him numerous messages to please call me and address the situation I still to this day have not heard from him I did however, speak to a different customer service supervisor yesterday (July 21, 2015) and he did apologize again for all of the frustration that has come from this issue, he did also state the charging dock that was guaranteed to be in stock was not in stock still at this time and did offer to send me a new watch so that I would finally have a charger to charge the product I explained to the supervisor that I appreciated that he was trying to finally help address the issue and solve the problem with the charging dock that is under warranty finally I do appreciate that I finally have a charger to charge my father in laws watch when he gets here today, but cannot say that I am anywhere satisfied with the process or customer service that TomTom has provided because of this I will hopefully find a product today for my father in law and let him try it for a week to see if it will do what he is looking for The person that took the time to reply to you from TomTom is more than welcome to contact me as I said in the original email that I sent to you at the Revdex.com Especially since they responded to you so quickly, but the only contact that I have had with TomTom is because I have originated it.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 has replaced the customer's watch and we received confirmation on 10/17/that it arrived

How do I remove the disc? 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 belowRegards,
*** ***

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.
This company has the worst customer service and zero concern for the quality and functionality of their productI do not have the resources to do what they want me to do before they will fix the faulty device and both their warranty and website detail a simple repair process that they flatly refuse to followObviously they have had several customers with problems similar to mine and they can't afford to fix the problemsThey said as much in an email to meUnfortunately, that goes against their written warranty and policy on their website.This company will be quickly outdone by the competitionI am sending my faulty device to their corporate office in the United StatesI am done dealing with their horrible Indian customer serviceThey can either fix my device or throw the damn thing awayI have already spent more time trying to get the thing fixed than it is worth.Simply a poor product from a poor company
Regards,
*** ***

We have reviewed the customer's device and as it cannot be repaired we will send the customer a replacement unitWe will contact the customer directly to confirm their shipping address and send the new device

The customer has been provided with a replacement watch which comes with the needed accessory, instead of waiting for the out of stock accessory to be back in stockThere is no further action needed on this order as the customer has been sent a new watch and accessory and he will send back one of
the watches that is not wanted but he will keep the accessoryThe customer was also provided a pre-paid return shipping label for the return of the extra watch

Revdex.com:
I have not received credit from Tom TomI was charged twice
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,
*** ***

The customer's order *** was refunded on 1/15/and we have confirmed through our payment processor the total amount for the purchase has been returned to their card

The patron had a broken strap and requested a replacement, the straps were out of stock and it took some time to process the order, eventually we were able to send her a new strap on Friday 12/23/4:pm, please find more details below: Accessory order number: *** Case reference number:
*** *** Shipment Tracking Number:- ***

We received a contact from this customer at 2:08pm on 11/3/and less than hours later, the customer filed a complaint here with the Revdex.comWe respond to email incidents in the order they are receivedI am not sure who was contacted by this customer but there are no notes on this customers
account about the discussion that he had with our software peopleCan the customer please provide the phone # that he dialed for this?In regards to the issue at hand, the customer will receive a response to the incident within our systems asap and we will work with him for a positive outcome to his situationWe are not aware of any issues with this update and we will review each case on an individual basisThe customer can contact our Support Team at *** Monday-Friday 8am-8pm ET and Saturdays 9am-6pm ET, if the customer has any questions while he awaits a response from our Support Team

We received a contact from this customer at 2:08pm on 11/3/and less than hours later, the customer filed a complaint here with the Revdex.comWe respond to email incidents in the order they are receivedI am not sure who was contacted by this customer but there are no notes on this customers
account about the discussion that he had with our software peopleCan the customer please provide the phone # that he dialed for this?In regards to the issue at hand, the customer will receive a response to the incident within our systems asap and we will work with him for a positive outcome to his situationWe are not aware of any issues with this update and we will review each case on an individual basisThe customer can contact our Support Team at *** Monday-Friday 8am-8pm ET and Saturdays 9am-6pm ET, if the customer has any questions while he awaits a response from our Support Team

We have contacted the customer on their email address that is registered with TomTomWe are addressing our Support calls dropping, with our Global IT teamThis customer should have had more troubleshooting links provided as there were some simple steps that should have been recommended to the
customer to fix their deviceFeedback will be provided to the agents involved on how this case should have been handledA resolution for the customer has been proposed via their registered email address and we look forward to a positive conclusion to this case

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.
This is the same response I have received for over days now The original unit was purchased on-line in November of 2015, however, when I had problems with the first unit I was transferred to TomTom customer support TomTom customer support provided support and then replaced the unit so the unit I have came directly from them They have my original unit, which at this point, cannot be refunded by the on-line purchase company I would like to have the services that I was promised when I purchased the unit and that I was promised when I received two replacements If I can have the services, I have no need for the unit TomTom is the manufacture of the the unit and they have been trying to fix my problem since early Februrary I believe that they should take care of the refund or fix the problem I was told that if I had a *** based computer I would not have a problem, so TomTom should be able to fix this problem If I am allowed to send it back to them, maybe they can install my services if they have *** I do not have *** and do not plan to purchase a *** based computer for this device The bottom line is that I should not be left hanging
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.
The business was contacted and was asked to escalate this to supervisory staff given the new changes to the software lifespan and update cycles has been substantially altered from what it was originally advertised as on the Google Play Store The business failed to escalate it to the appropriate staff, and instead used stall tactics such as ignoring the complaint outright, or asking for additional time to review the concern.The software was purchased under the pretense of offering lifetime upgrades at an all inclusive price, now the company is offering a subscription service for what I already paid for.Given the material change in what is being offered I demand a refund I am only this late in processing the request due to the time spent attempting to come to an amicable agreement with the company
Regards,
*** ***

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

This customer is currently in the process of being addressed on her concernsA Supervisor on our Customer & Technical Support team will be contacting this customer as we have done all along since the customer originally reached out to us in April of There have been several different
issues the customer has reported and we will work with her to resolve these issues one at a time. The customer has reached out to us via online forums and also via email and we will respond accordingly

We have reviewed the customer's device and as it cannot be repaired we will send the customer a replacement unitWe will contact the customer directly to confirm their shipping address and send the new 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. I can't return the device to the third party because the device I now have came directly from TomTom, not the third party Also because of the time frame, I have been working with TomTom for several months to get this issue resolved so the time for return to the on-line store has elapsed I guess, based on TomTom's response, I have no choice but to wait for the problem to be resolved, however, I believe that TomTom should do whatever it takes to get this resolved quickly not only myself, but for other *** users.During the meantime, buyers should be made aware of this issue before purchasing this particular device
Regards,
*** ***