TomTom, Inc.

Due to repeated delivery issues, the shipment for this customer was to be held at a [redacted] warehouse nearby the customer. Due to several lost shipments, including one that was signed for, it was determined this was the best option so this 3rd shipment did not get lost. Upon further review of the tracking # for this package, [redacted] is showing that this was signed for by the customer at 9:21pm on 11/23/15.

Revdex.com:
Lifetime is my lifetime not a corporate generated life time. When will I receive my new tom tom to replace the xxl
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]

I was promised a REFUND OF $18.00 BACK MANY TIMES ON THE PHONE AND IN E MAILS  WHICH IS FRAUD ON THE PART OF TOM TOM INC TELLING ME I AM GETTING A $18.00 CHECK   BY SENDING ME A FACTORY REFURBISHED UNIT   AS OF YET I NEVER GOT MY NEW TOM TOM GO 60 S BACK TO ME  TOM TOM COULD HAVE SENT A [redacted] PREPAID RETURN SHIPPING LABEL AS THEY DID WHEN THEY PULLED THE FRAUS TELLING ME I AM GETTING A BRAND NEW TOM TOM GO 60 S GPS THEN TOM TOM SENT ME A FACTORY REFURBISHED UNIT  THEY DID SEND A [redacted] LABEL FOR THE REFURBISHED UNIT BEING A COUPLE OF MONTHS OLD AND BEING USED 4 TIMES MY BRAND NEW TOM TOM GO 60 S STOPPED WORKING AFTER THE 4 TH TIME THEY SHOULD HAVE SENT A  [redacted] PREPAID RETURN LAB LE AS THEY DID WHEN I COURT THEM WHEN THEY SENT ME A REBUILD UNIT AND I WAS PROMISED A BRAND NEW UNIT   TOM TOM DID SEND ONE RETURN SHIPPING LABEL BECAUSE OF THE TOM TOM FRAUD AND MY TI,E ALMOST 30 DAYS ON THE PHONE THEN 3 DAYS FROM 9AM TILL 8PM FOR 3 DAYS TOM TOM INC NEED TO GET A $18.00 CHECK OUT A.S.A.P. I WANT WHAT I WAS PROMISED  THE RETURN OF MY $18.00 CASH A NUMBER OF TIMES ON THE TOM TOM PHONE CALLS AND IN MANY E MAILS LIKE BELOW  BY THE CROOK [redacted] T TOM TOM UK CUSTOMER SERVICEResponse [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 SupportRevdex.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]

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. 
 This is the same response I have received for over 60 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 2016.  I believe that they should take care of the refund or fix the problem.  I was told that if I had a [redacted] 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 [redacted].  I do not have [redacted] and do not plan to purchase a [redacted] based computer for this device.  The bottom line is that I should not be left hanging.
Regards,
[redacted]

We would need to first try additional troubleshooting with the customer and we ask that they please provide the reference number in order to investigate further. If the unit cannot be restored to its original functionality and we determine the unit is within warranty, TomTom will issue a...

replacement.

TomTom Telematics has reached out to the customer directly, to resolve the complaint.

We are not able to locate the customers order using their email address, can we please have the order number or the incident number for further investigation?

This customer continues to call and speaking to different agents, in doing so an extra GO 60 was mailed to the customer (2 total) and we requested this to be returned to our warehouse. The customer has received their new device along with 3 additional accessories (over $60 in value). The GO 60 was delivered today at 1:10pm under order [redacted] and [redacted] tracking number  [redacted].

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 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 HOME. For support you do have the below support resources available:Online Support FAQ's: [redacted]TomTom Support Videos: [redacted]TomTom User Forum: [redacted]
 With Regards[redacted]TomTom 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 #[redacted]. 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 #[redacted]) 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 2015 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. [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].  
You sent me a replacement unit VIA 1625 TM and it does not work. After 12 hours of updating it finally said there was no map loaded. And I am unable to use this unit in my car as it attaches to the windshield not the dashboard and I am unable to see clearly when it is mounted on the windshield. Tomtom needs to come up with a solution that is satisfactory and equivalent to the unit I paid for.
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].
 Regards,
[redacted]

Customer has contacted TomTom Customer Support on 3rd Jan '18 after raising this complaint and an alternate solution was provided which customer agreed to. For any further customer can contact support on [redacted] Monday through Friday, 9:00 a.m. to 8:00 p.m. EST..

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. 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 [redacted] users.During the meantime, buyers should be made aware of this issue before purchasing this particular device.
Regards,
[redacted]

This my second attempt to resolve this issue. On Oct. 10th of 2015 I purchased a TomTom GPS running watch for my girlfriend. Upon using the watch, it was found to be defective. We contacted customer support, and after following several instructions on how to get the watch to work, it was still not working properly. At this time we were instructed to return the watch for a refund, which we promptly did. Now, more than two months later we have yet to receive the refund which was promised to us. Several attempts have been made to contact customer service to resolve the issue to no avail. In fact, we've been told multiple times that the refund has been issued, which is false. I check the credit card account almost daily looking for the credit to be applied, and to this date is has not. To further irritate the situation, any attempts to contact customer support are being ignored, and no response is given to us one way or another. The incident number which is associated with this issue is [redacted], it is under a different e-mail address: [redacted] , which my girlfriends email. I am the owner of the credit card which was used to make the purchase, and to which the refund is owed. Not 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 occurred. I returned the defective watch as requested by TomTom with the understanding that my money would be returned to me. I has not been returned to me, and at this point I feel as though TomTom has stolen it from me. To add insult to injury, customer service no longer responds to any communication from us regarding this matter. Possibly 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 me. No more, no less.

This order was originally placed on June 12, 2014 which would make this order outside of the stated return policy within the TomTom terms and conditions. We will not be refunding this order due to it being placed over a year ago and the customer was informed of this on May 12th, 2015 at 8:11pm EST...

from our Customer Support agent via email. If a copy of the invoice is needed, TomTom can provide that as requested.

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. 
This company has the worst customer service and zero concern for the quality and functionality of their product. I 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 follow. Obviously they have had several customers with problems similar to mine and they can't afford to fix the problems. They said as much in an email to me. Unfortunately, that goes against their written warranty and policy on their website.This company will be quickly outdone by the competition. I am sending my faulty device to their corporate office in the United States. I am done dealing with their horrible Indian customer service. They can either fix my device or throw the damn thing away. I have already spent more time trying to get the thing fixed than it is worth.Simply a poor product from a poor company.
Regards,
[redacted]

[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 #[redacted] 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 $100 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,
[redacted]

We apologize for the delay, the order has been refunded but may take 3 business days to appear in the customer's statement.

As part of standard TomTom policy, customers are responsible for all return shipping costs when replacing a device while within their warranty. As a one-time exception, TomTom has provided the customer with additional accessories of his choosing for his TomTom GO60S unit, which shipped yesterday...

June 15th, 2015. TomTom will not be issuing a refund for the shipping charges the customer has incurred.