TomTom, Inc.

Dear Mrs. [redacted],  Thank you for your patience and understanding.  I am happy to advise you that your request to have order number [redacted] refund  has been approved and processed Please note that it can take approximately 1 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 [redacted] Monday through Friday, 9:00 a.m. to 8:00 p.m. EST.  With Kind Regards, [redacted]. 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 # [redacted]. Please add your rejection comments below. 
It appears the business is going to continue to be pig-headed and ignorant as to what they were offering, and deny materially changing what they offer, hiding behind a meager 14 day return window.Obviously this is going nowhere, and my only recourse would be  to leave negative feedback and spread the word on forums and reseller review sites about the poor service offered by Tomtom. I do not agree with the business model of changing what a consumer purchases on digital goods and then hiding behind the return window.  I guess I learned my lesson and got burned.It really does serve to deter people from PAYING for legitimate software, especially when comparing it to other software in the play store at the price point Tomtom is selling, when the vendor can simply screw you after their return window. Regards,
[redacted]

This refund was processed on September 2nd, 2015 at 1:24pm EST, to the customer. The agents involved followed the correct procedures in regards to the TomTom refund policy, however this case was an exception to the rule and should have been escalated sooner than it was, so the refund could have been...

approved by upper management. Feedback will be provided to the agents involved but there is no further action to take as this refund has already been processed on Septmeber 2nd, 2015.

Our Support Team has created an account for the customer with TomTom.com using the 2nd email address that was provided. Once we contact the customer through our systems, and confirm that her device is within warranty we will work on a speedy resolution for the customer.

I have already shipped my package to the provided address. However, unlike the representative's promise, it seems like my device will not be mailed to me within this week.The representative said the my package to [redacted] will be sent by overnight service. Unfortunately, that wasn't true and according to [redacted]'s shipment tracking service, the package I've sent will arrive at [redacted] by this Friday. At this rate, I "might" get my new device by end of next week. Again, this is ridiculous. I'm very furious at how TomTom representative lied to me and the fact that it would be impossible for me to get my shipment by the promised time, which is by end of this week.Not only that, why did it take this long for TomTom corporate to respond back just like the representative who never responds to my email replies and takes too many days to contact me back? I need better resolution as soon as possible.Again, as soon as possible.
Regards,
[redacted]

This customer is currently in the process of being addressed on her concerns. A 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 2015. 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.

TomTom does not have any records of this customers email address, or name, within our customer support systems. We would certainly be willing to provide a resolution for this customer but we would need an incident # or alternate email address that could have been used when contacting us.

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.

We have contacted the customer on their email address that is registered with TomTom. We are addressing our Support calls dropping, with our Global IT team. This 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 device. Feedback will be provided to the agents involved on how this case should have been handled. A resolution for the customer has been proposed via their registered email address and we look forward to a positive conclusion to this case.

TOM TOM INC SHOULD HAVE A CHECK IN THE US MAIL ALREADY TO ME FOR $18.00 AS PROMISED ON THE PHONE MANY  TIMES AND AS YOU CAN SEE IN ONE E MAIL ENCLOSED  I REJECT    THE WORST CUSTOMER SERVICEI was promised the $18.00 refund  for the cash of [redacted] on the phone and in e mails on a tom tom unit used 4 times then being defective and the bad treatment by tom tom customer  and lied to for almost 30 day I have not got a new  Tom Tom GO 60 S yet and I was promised the $18.00   tom tom could have sent a prepaid [redacted] return label  as they did when the sent me the factory refurbished product sending it to me as new WHICH WAS FRAUD ON THE PART OF TOM TOM   EVEN [redacted] T IN THE UK  SEE BELOW  TOM TOM SHOULD GET A CHECK FOR $18.00 DOLLARS OUT TO ME AT ONCE AS THEY PROMISED ON THE PHONE MANY MANY TIMES AND IN E MAILSResponse [redacted] T. (UK) via E-mail 05/29/2015 11:53 AM Dear [redacted], Thank you for updating the incident, its [redacted] again [redacted], I hope I am making things very easy for you to understand, and I beleive you understand me very well I would request you to wait till you get the device in your hand, and once you get the device in your hand we will be able to help you for the amount you paid for the shipping which is $18.00 So I request you to wait till you get the device in your hand, and please do not reply back again and again for the same reason as I am aware about the charge of $18.00 charged to you for the shipping the device to TomTom If you have any further questions or comments, please do not hesitate to email or call us at [redacted] Monday through Friday, 8:00 a.m. to 8:00 p.m. EST and Saturday, 9:00 a.m. to 6:00 p.m. EST With Best Regards, [redacted] 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 # [redacted]. Regards,
[redacted]

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

Dear sir,Dear all, Good dayI would like to update you with the final outcome of the case: ·         Ref# [redacted].·         LMI (remote access) callback...

done.·         We have checked everything related to the 20000 error and everything looked OK but the issue still persists.·         By checking My Content section on MyDrive connect at the customer’s end using our remote access tool, we found out that the map itself is corrupted, this is why the customer was getting this error as the map certificate has been already downloaded but the map itself cannot be installed.·         We performed recovery mode and then uninstalled the corrupted and reinstalled it.·         The device now is up to date and the issue has been resolved.BR[redacted].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 # [redacted]. The issue has not been resolved yet and I'm definitely not satisfied with the customer service that has been provided by TomTom. This response is even more of a reason that I will pursue finding a new product from a different company instead of TomTom. I greatly appreciate that someone is enough of an adult to tell people that they have satisfied their customer without contacting them or returning their phone calls. I called TomTom inc yesterday and left a message for the office in Massachusettes and have not received a phone call back yet. Whoever reads this is more than welcome to contact me with an email to give me a number to best reach them so we can discuss this issue. They may also look up the complaint in TomToms' system since they have somehow used it to determine that I'm satisfied.Thanks again for the terrible customer service and another level of disrespect,[redacted]
 Regards,
[redacted]

This customer has received the accessory he was waiting for. We had some inventory challenges and that was the cause for the delay however the customer has the item he was promised and there is no further action needed.

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]

Better Business...

Bureau:
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]. Please add your rejection comments below. Regards,[redacted]this company has a habit of having you send the device to them and then NOT ENDING THE REPLACEMENT DEVICE BACK OUT TO YOU YES THE PRIOR COMPLAINT WAS DUE TO THE SAME ISSUE  ALL I WANT IS MY REPLACEMENT   WORKING UNIT BACK

this part is the part that should have been sent not the easy port    read all the e mails   so many calls is because tom tom keeps you  on the phone for a half hour then when you get someone the call drops or they hang up NEVER GOT TOM TOM GO 60 S THEY TOOK IT BACKthis is what was in the 2 boxes 1st packageOrder number: [redacted]Tracking Number: [redacted]Product: had TomTom Universal Home Charger2nd packageOrder number: [redacted]Tracking Number: [redacted]Products:TomTom GO 40/50/60 Easyport MountRevdex.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]. Regards,
[redacted]

Dear [redacted],Thank you for contacting TomTom Customer Support regarding your complaint. My name is Hisham, I am the responsible supervisor and I will be assisting you today.The reference number for this incident is [redacted] I would like to first apologize for any inconvenience this may...

have caused you.I tried to call you today on your number ([redacted] 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 ([redacted]• Downloading and installing your map (MyDrive Connect) ([redacted])• How to install a Map Zone (MyDrive Connect) ([redacted])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 [redacted] Monday through Friday, 9:00 a.m. to 8:00 p.m. EST.With Kind Regard,[redacted]TomTom Customer SupportClick here to reply

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. With in the last 3 months I spent $1.500.00 buying 8 Tom Tom GPS products as gifts for family and friends on 11/5/2015 I was told on the phone by Tom Tom customer service that they were out of stock of the Tom Tom GO 600 that I should wait that they should get it back into stock by Nov 16,2015 today is the 16th I Still never got my NEW TOM TOM GO 600 FOR SOME REASON THEY JUST DO NOT END UP SENDING ME MY BRAND NEW TOM TOM GO 600 SEE E MAIL BELOW I HAD THE CONVERSATION ON THE PHONE WITH TOM TOM CUSTOMER SERVICE I WANT MY NEW TOM TOM GO 600 GPS HOW LONG DO THEY WANT ME TO WAIT FOR A NEW REPLACEMENTIn a message dated 11/5/2015 5:21:56 P.M. Eastern Standard Time, [email protected] writes: http://www.tomtom.com/support Reference Number: [redacted] Recently you contacted us at TomTom Customer Care. Here is a summary of your request. You can find our response below. [redacted]. (US), 11/05/2015 05:01 PM Dear [redacted], Thank you for contacting TomTom Customer Support. My name is [redacted] and I am glad to assist you regarding this issue. The reference number of your concern is- [redacted]. As we discussed on the call, I would like to inform you that, we will be sending you the new TomTom GO 600, once it will be in the stock. We expect the GO 600, will be in stock around 16 of this month. I really appreciate your patience and time. If you have any questions, please reply me back so that I can escalate this to the Customer relations team. If you have any questions or concerns, please do not hesitate to email me using this link Click here to reply or call us at 866-486-6866 Monday through Friday, 8:00 a.m. to 8:00 p.m. EST or Saturday, 9:00 a.m. to 6:00 p.m. With Best Regards, [redacted]. TomTom Customer Support Team ALL I WANT IS MY BRAND NEW TOM TOM GO 600 HOW LONG DO THEY WANT ME TO WAIT 6 MONTHS A YEAR I NEVER GOT ANY REPLACEMENT 5 PEOPLE WHERE ON THE PHONE IN INDIA I GOT PROMISES AFTER PROMISES I WOULD GET MY NEW TOM TOM GO 600
Regards,
[redacted]