Go Exclusive screen going blank.

[Jonzjob]

On route through Yeovil this morning and getting on really well all of a sudden the screen went blank! Great stuff because it's the first time I have been there and the OS map wasn't handy. I was still getting voice directions but no visual.

I pulled into a car park and started checking the connections to the mount. They all seemed secure so I pressed the power button for a fairly long time. I had no idea if it had gone off or any kind of indication. So I left it for a few minutes and on pressing the button again it all came back with everything as if it had just been awakened.

So we carried on and a few minutes later the screen went blank again and before I could pull in and have yet another look it came back on again. This happened several more times and I just carried on driving to the speech directions. A little unnerving at complicated junctions in a strange town! We got out of Yeovil and the screen came on and stayed on for about the next 20 or 30 minutes then off and on again after a few seconds.

We had a couple of stops on route back home to nr Malmesbury and it was fine again, but I just don't think that I can trust it? It did go again, but the Boss, SWMBO, said that update in progress or something like that was displayed.

I will be contacting Tomtom on Monday to see what they say, but I'm NOT happy with something that is likely to just switch off in a complicated situation. Meanwhile, has anyone any ideas about it please?

 

[elton]

Could it be overheating? Was the sun on it?
My Go Discover has had a few 'off' moments when it got very hot in the sun.

 

[luvaball]

On route through Yeovil this morning and getting on really well all of a sudden the screen went blank! Great stuff because it's the first time I have been there and the OS map wasn't handy. I was still getting voice directions but no visual.

I pulled into a car park and started checking the connections to the mount. They all seemed secure so I pressed the power button for a fairly long time. I had no idea if it had gone off or any kind of indication. So I left it for a few minutes and on pressing the button again it all came back with everything as if it had just been awakened.

So we carried on and a few minutes later the screen went blank again and before I could pull in and have yet another look it came back on again. This happened several more times and I just carried on driving to the speech directions. A little unnerving at complicated junctions in a strange town! We got out of Yeovil and the screen came on and stayed on for about the next 20 or 30 minutes then off and on again after a few seconds.

We had a couple of stops on route back home to nr Malmesbury and it was fine again, but I just don't think that I can trust it? It did go again, but the Boss, SWMBO, said that update in progress or something like that was displayed.

I will be contacting Tomtom on Monday to see what they say, but I'm NOT happy with something that is likely to just switch off in a complicated situation. Meanwhile, has anyone any ideas about it please?

I have had mine go blank when in hot sun,when it cooled it was fine

 

[Jonzjob]

I'm sorry that I haven't replied sooner, but I didn't get any notification that you had replied?

No it wasn't getting hot and it happened at home when it was turned on and resting on a kitchen worktop. I had it on to check it. It's very intermittent.

I have emailed TomTom and they gave me some instructions on doing a factory reset, which I did.

I then used it on a short route I know well, only 18 mile there and back. On the way back it failed after about 5 miles. It was my day at the Tetbury Men's Shed and it had a 3 hour rest whilst I was there, so no overheating. I emailed them again telling them of the second failure and that there's no way that I trust the unit and want it replaced very soon as we are away again next Tuesday! It's been escalated to the Advanced Tech Team.

I have been on to TT again and this morning and told them that I want either a rock solid solution, a replacement or my money back so I can get something reliable. And it has to be before next Monday as we are away after that.

I now await their reply?

Now all I need to know is how do I get notification of any replies on here?

 

[Willy875]

Now all I need to know is how do I get notification of any replies on here?

To receive a notification indicating a new message, click on your avatar then select preference and check it.

 

[Jonzjob]

An update. After emailing TomTom and a lot of to-ing and fro-ing 2 days ago I was told that the unit would be replaced under warranty.

Today I was told to return the unit for repair!

My reply was not too friendly and I have asked them to send me the contact details so that I can write to their CEO or MD whoever the hell that is? I also told them that I didn't care how they got it here, but if it isn't here by Monday I would be using that address. We are going to Devon on Tuesday and I don't know that part of the country and after spending over £300 I don't see the point of spending out more beer tokens on OS maps?

To say that I am upset is an understatement BIG TIME!

 

[Jonzjob]

Another update.

They have still been trying to get me to send the unit back for repair and I keep telling them that I have NO faith in it even if it was repaired and as it's an intermittent problem then it could take a long time to appear.

I have just had a third email from the escalation team (?) at TomTom. That's on top of several from the so called help team. The one before this latest told me to contact the place I bought it from and see if they would replace it? I bought the flamin thing from TomTom themselves and I had given then all of the purchase proof on the 17th October! Left hands and right hands me-thinks?

The latest reply said that as I had got it from them it made things easier. If they had taken the time to read the exchange of emails they would have known that weeks ago! So now they want me to return the faulty unit, then give me a refund and then for me to buy a new one with all of the same discounts. We go away again in 17 days time and as it took well over a week for the original to arrive I am not going to get it in time! So another email asking then if they don't trust me to send it. It doesn't bl**y well work so what possible good is it to me?

Has anyone else had to go through these stupid loops?

 

[Willy875]

Since Tomtom wants to reimburse you for the GPS, returning the GPS is requested for reimbursement, buy a new Go Exclusive in a store near you, it will be faster.

 

[Jonzjob]

More expensive too Willy. TomTom had a special on it and there was £78 off of the normal price. So £311 instead of £389

They have seen sense at last and as soon as they get the confirmation that the faulty unit is on its way the replacement will be on its way to me.

I have got to admit that I am less than impressed by their idea of a backup service though. I reported this problem over 3 weeks ago and I still have no idea why they changed the replacement to a repair, plus they kept on saying that they had 'created a repair' and it didn't seem to matter that they had 'created' his dammed repair 2 days after the promised replacement on the 17th October.

 

[Jonzjob]

I'm now waiting for my new unit to arrive, but I've just gad the most curious emal from TomTom Customer Care Tean. Quote below.

Dear John ****,

Recently you contacted us at TomTom Customer Care. Your request (XXXX) has been updated. If you want to add information to your question you can update us via [the link here](https://help.tomtom.com/hc/requests/XXXX

Dear John,
Thank you for your response. I am ***** from escalations team.

"John, It was a pleasure assisting you and I am happy to know that the issue has been resolved.

I would just like to confirm that we have answered all your questions to your satisfaction.

Thank you for choosing our services. We look forward to returning your TomTom device to you in perfect working order."

It always comes in the very same format and almost seems as if it's from some kid of bot rather than a human being? Or am I just being silloy?

 

[Jonzjob]

Hopefully the last update on this one.

I now have my brand new replacement. It arrived this afternoon. And I now have a spare case for the 7" unit because it's part of the G0 Exclusive package.

I still have a question if anyone can answer it please. Another part of the package is a screen protector. I have put quite a few screen protectors on before, mainly of the Zag brand, and I've never had trouble doing it. But the TomTom is quite different in that it is the EXACT size of the screen and it is sticky. If it's a few thou of an inch out the edge won't rest on the screen and each time it's removed slightly the try to align it the dreaded dust can get in. So my question is has anyone got any ideas as to how to fit the thing? I really like it because it isn't reflective but the alignment and the bubbles that seem not to want to go away are driving me mad.

The other protectors I have fitted normally have had a small sqirty bottle of deionised water and a light spray on the screen and they just float on and I'm wondering if that would work on this one?