TomTom, Inc.

We apologize for the delay, the order has been refunded but may take business days to appear in the customer's statement

TomTom does not have a repair facility but has offered to replace the customer's device after all troubleshooting has been completed and if the device is within the one year warrantyWe have contacted the customer directly to offer additional troubleshooting assistance including accessing their PC
and updating their deviceIf this step does not correct the error and the device is within warranty, we will replace the device for the customer

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response
submitted by the business and have determined that the response in reference to complaint #*** is acceptable.? They answered our initial requests after this complaint was brought to their attention, and we appreciate your help.? The business offered? a settlement, and we accepted it -as we did not want? pay the legal fees involved? with attorney review, or aggravate this situation.? Their settlement was within $of what we had proposed to them as? a fair offer to officially terminate the contract.? We will not do business with this company in the future, nor recommend them to anyone else.? I understand that by choosing to accept the business response that my complaint will be closed.? Again, thank you for your help
Regards,
*** ***

TomTom standard policy states that the customer is responsible for return shipping costs when swapping a device within their warranty period. As a one-time courtesy, TomTom provided accessories for the customer. TomTom will not be able to issue a check for the shipping charges.

After reviewing this case, we have responded to the customer via the email address on their registered account with us. In regards to the phone calls dropping, we are working on this with our Global IT teams to fix asap. Our agents should have contacted the customer back when they had a chance...

as the call volume would allow. There will be feedback provided to the agents and supervisor involved and we will work on a resolution with the customer directly.

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 # [redacted]. Please add your rejection comments below. 
Regards, Really I spent quite a lot of time on the phone with your tech people who could not help me, the phone number I called for the software was [redacted]  Tomtom has offered to send me a new unit but to make statements that there has not been any problem is not correct. I will wate and see about the new unit
[redacted]

We are sorry to learn of the issue the customer is experiencing, the black disc which comes with all TomTom GPS units is a dashboard disc mount which allows a device to suction to the dashboard instead of the window.

TomTom will reach out to the customer directly to troubleshoot the error and replace the device if the issue cannot be corrected.

As stated in our terms and conditions in regards to our refund policy, this purchase came with a 14 day refund policy at the time the order was placed. We cannot, and will not, process a refund for this order over one year later. The customer ordered this app and it was with lifetime upgrades, for the lifetime of the app. The app is no longer available and no refund can be processed a year later.

As previously stated the customers 2 packages were delivered as requested on June 17 2015.1st packageOrder number: [redacted]Tracking Number: [redacted]Product: TomTom GO 60 S (new)2nd packageOrder number: [redacted]Tracking Number: [redacted]Products:TomTom GO 40/50/60 Easyport MountTomTom Universal Home ChargerAs these accessories were sent as a 1 time exception for the shipping the customer paid, are compatible with the GO 60 S, and have been delivered; TomTom will not be shipping any additional products to the customer. If the customer has any missing product he will need to file a complaint with [redacted] for further investigation.?

Our Finance team has confirmed that this refund was indeed refunded to the customers bank account that was used to place the original order. The order was placed on August 9th, 2015 at 2:16pm and it was  submitted to be refunded on August 13th, 2015 at 12:34am in the amount of $50.85 and the...

refund was approved and processed at 2:35am on August 13th, 2015. 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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

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 # [redacted].
 At no time has anyone from TomTom contacted me with any kind of support, this is a lie that is clearly proven from my TomTom account records and my own personal files.  Due SOLELY to this complaint I did get a Pm from [redacted] (stating he was on vacation) and a call from [redacted] at customer service who did provide some support.  He was unable to address the known issue that I and many others are posting to the forum about, checkout error [redacted].     I have no way to contact him for the follow up that he requested other than the usual email, which has never gotten a single reply from customer service.  I will  Attempt to use it and post back to this complaint.  In any case, no customer should have to go though two months of Hell and a public complaint to the Revdex.com to get support from TomTom! Regards,
[redacted]

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 # [redacted]. Please add your rejection comments below. 
as  stated in this reply this company tom tom tried not to deliver the replacement product    i did return a defective tom tom unit which they got 10/27/15   signed by [redacted] 2125GENCO[redacted] smart packs are not signed for   [redacted] takes it the gives it to the [redacted]    which I spoke and filed a complaint with the [redacted]  that package was not delivered it went lost or mis delivered      as for a second [redacted] package I NEVER SIGNED FOR ANY PACKAGE SINCE MY MOTHER DIED AND I WAS NOT AROUND TO SIGN FOR ANYTHING     TOM TOM NEVER MAKE THE PRODUCT DELIVERY THEY TAKE THE DEFECTIVE PRODUCT   DO NOT SEND OUT   THEN THEY SEND THE REFURBISHED PRODUCT OUT AS NEWATTN: TT Dock Door #[redacted] [redacted]you got THE DEFECTIVE TOM TOM BACK on 10/27/15 as per the [redacted] tracking numberTracking # [redacted] enclosed this issue is you NEVER SENT OUT THE REPLACEMENT TOM TOM 600 GPS YOU ALREADY HAVE MY DEFECTIVE UNIT IN YOUR WAREHOUSE YOU JUST NEVER SENT OUT THE NEW REPLACEMENT TOM TOM 600 GPS YEST AS OF TODAY 11/3/15 I AM STILL WAITING FOR MY REPLACEMENT NEW TOM TOM 600 GPS PLEASE RUSH IT OUT TO ME[redacted] TRACKING # Your package has been deliveredTracking # [redacted] RETURNED TO GENCO ON 10/27/15 SIGNED FOR BY [redacted] THE REPLACEMENT TOM TOM GO 600 WAS NEVER SENT OUT THE NEW REPLACEMENT WAS NEVER SENT OUT TO ME[redacted] [redacted]Customer Nbr.: [redacted] [redacted] Regards,
[redacted]

We are currently investigating this incident with [redacted] and [redacted] as the first order the customer placed still shows as "in transit".

Dear Mr. [redacted],This is [redacted] from TomTom and I would be addressing your complain. Please allow me to express my apologies for the delay in reverting back to you.Mr. [redacted], at TomTom, we work very hard to bring to our customers the best navigation experience ever. A big part of this work is to...

continuously improve the quality of the maps, services, and software that our navigation devices runs on. It 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 Service. I would like to highlight that these were FREE services offered with the XXL and here 'Lifetime' means the useful life of the device, i.e. the period of time TomTom supports your device software updates, services etc. A device will have reached the end of life when none of these are available anymore.I would 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 HOME. We are no longer able to provide support over Phone or Email but we provide support through the below resources available which are availabel to you:Online Support FAQ's: [redacted]TomTom Support Videos: [redacted]
TomTom User Forum: [redacted] With Regards[redacted] CTomTom Support

Hi [redacted], After investigating the case, we have found the below outcome: As per Ref# [redacted], the order number [redacted] has been fully refunded including the shipping fees on 01/12/17 01:57:39 am, the total refund amount is $ 274.99The customer has been notified on the same date by...

phone and email.BR[redacted]TomTom Customer Support Supervisor[redacted]

We shipped the first replacement product to the customer on order # [redacted] which was sent on 10/23/15 with [redacted] SmartPost tracking # [redacted]. This package shows as delivered on 10/31/15 at 3:14pm. The customer contacted TomTom customer support and informed us he did not receive the shipment. After further research with the [redacted] and [redacted] who both state it was delivered as addressed, we sent another device on order # [redacted] as an act of good faith to the customer. TomTom asked for a secondary address to avoid any further delivery issues, but the customer informed us he did not have a secondary address to provide us. We then sent the 2nd shipment on order # [redacted] with [redacted] Overnight Shipping and tracking # [redacted] and a signature was required. This shipment was signed for by a [redacted] on 11/3/15 at 10:41am which can be viewed on [redacted].com with the tracking # provided. The customer is stating he did not receive this shipment either and all records show this as delivered to the address provided and signed for. The customer needs to track down one of these packages as TomTom has done our part on two occasions within recent weeks, to get the customer a device. There have been previous Revdex.com complaints with this customer and the same type of delivery issues but all of our research with the couriers show the items as being delivered as requested.

TomTom has replaced the customer's watch and we received confirmation on 10/17/2016 that it arrived.

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 # [redacted]. Please add your rejection comments below. 
watch is now working but have not been able to use it for almost 3 weeks now because customer service never gave me these directions the 2 times I called in.  
Regards,
[redacted]