Poor Support - Just Me?

[JLHardwick]

I purchased and new 910 4 months ago and it worked flawlessly for a month. After that I started having problems with it randomly rebooting. TomTom Support recommended that I restore from a backup and reset. I did so and left on a 2 week vacation where 3 days into the trip it started crashing and then would not come back up at all even with a reset. After returning from my trip they put me through more hoops than I could count before they agreed to have me send it to them for repair. After 2 weeks I get a refurbished unit with the exact same problem. Anyway after many phone calls to very rude support people I get them to agree to take it back again. It has now been 3 months since this process started and they still have not delivered me a working unit. I have spent countless hours on the phone and performing formats, restores and other tests for them. Am I the only one who has had this kind of problem with support?

 

[bgoodwin]

Poor Support

Have had my 910Go for a month and have had to call a couple of times for map update. NOT IMPRESSED with their support. As you said I also found them rude.

I just got a request to fill out a 'satisfaction survey'. Hope they read it.

 

[wlepse]

I haven't had very good luck either, every time I have pointed out a problem or defective part I wass instructed to buy another. Wow...thanks TomTom!

 

[martinp13]

Well, I had the opposite end of the spectrum. I was on vacation when the fuse/whatever in the cig lighter power cord blew and my TomTom GO Classic got zapped (burning electrical smell, the whole thing). Deader than dead. I'd had it a year and a half, but I called to let them know. The CSR said they'd had a problem with cords produced around that time, and they would be shipping me a replacement GO and a new power cord. I returned the dead GO to them in the same shipping box. Within a week I was back up and running.

I couldn't have been happier with the customer service on THAT call.

 

[2extreme983]

Long story short...I had similar problems and it took them 6 months before they sent me a Return Authorization #. After bitching though...I got them to send me another window mount for free for my hassles...

 

[heathere3]

Count me in on the bad service side. Almost three weeks ago, on the second day I'd been using it (it worked great the first day) my 510 developed a horrible high pitched whine. I called CS, and after not long on hold spoke with someone. After going through the reset/reload/reset routine, he acknowledged it was a known problem and issued RMA. I explained I was going on big trip leaving the 20th and asked if it would be back by then, because if not I'd find a way to cope with the whine (only turn it on when I absolutely needed it) and return it after. Was told send it in overnight and we'll get it sent back that same week. I've now talked to 5 other people at the laughingly named CS department, each of whom has given me a successively longer time estimate. Yesterday I got politely angry and got my case escalated. Still got the run around. Current result: I leave tomorrow and still don't have it back... And the "specialized customer service" agent I spoke with last who promised me a call by 7pm last night never called. No surprise there!
I am NOT impressed, and when I get it back I think I may just return it anyways and buy a Garmin!

 

[bgoodwin]

Poor Support Here As Well

Still fighting to get the latest map version. Unit I just bought was outdated and their 'so called' customer support basically told me to get lost ! (in a nice way).

 

[Redman92]

Guess I've been one of the lucky ones. I own one of the refurbished Woot 510s and have had some problems. Every time I've called or e-mailed Tomtom support they have been very courteous and helpful. They stuck with me until the problems were resolved. I've always called early morning and never had to wait over 10 minutes. I'll buy another Tomtom because of my experiences with them.

 

[FritoBandito]

I didn't find them rude so much as confounding. I just purchased a Go 910 and of course it came with old maps. When I called to find out what could be done they told me I had the latest maps.

Them: You have the latest maps.

Me: No, I don't. I have 650. There are new maps. Even your site says so.

Them: Oh really? Please hold.....
Them: You'll need to download the latest version of Tomtom Home and that'll give you the latest maps.

Me: Huh? But I have the latest version of Home.

Them: No, there's a 2.0...

Me: Oh cool. (wonders why it wasn't available for download)

Them: Oh I'm sorry. You can't have Home 2.0. Never mind.

Me: W T F?

Them: I'm sorry, but you'll have to purchase the latest maps.

Me: OK wait.. Brand new product, map guarantee, gripe gripe gripe logic logic logic...

Them: I understand. Let me see what I can do. Please hold...
Them: I'm told you'll be offered a discount when new maps come out.

Me: There ARE new maps out. Mine aren't even that new. My home (built in 1969) isn't even on them. Do I get to upgrade my old really old maps??

Them: Well... no.

Me: Wait... what?

These guys suck. After reading COUNTLESS similar stories I'm convinced the only thing that keeps these devices on the market is piracy.

I've only had my 910 since last Saturday so I'm thinking Garmin might be a better choice.

Or does Garmin have some comparable huge drawback?

 

[zerimar]

I had the same experience here in Europe. I bought my 910 months after new maps were in TTs website and wasn't entitled to a free upgrade. Garmin has a system which is based on a grace period from activation date.

 

[Pedro2NR]

Sorry to hear about your frustration.

I understand that map upgrades from Garmin are far more expensive than TomTom.

 

[zerimar]

It was around USD75.00 for a full EU or USA map each.

 

[FritoBandito]

Well they sent me a survey e-mail about my support experience so I took the opportunity to express my dissatisfaction with them. Not that I expect anything from it but who knows.