TomTom claiming first use of GPS 9 months earlier that first use! AND not able to show product on TomTom account

[ahannover]

Hi, I'm wondering if anyone have had a similar experience to mine?

I Purchased a Go Superior 7" on Amazon in mid June this year. Everything was working fine until mid september 2024 when my premium services/speedcam suddenly expired.
I didnt understand why, since it was sold with 1 year premium subscription included.

Since i really needed the premium, I purchased a renewal on TomTom web site and here starts my first problem.
The new subscription never activated. One thing i noticed was that on my TomTom account on their web site, it displayed an error message on my "Product tab"
"Unfortunately, we are having trouble showing you your My Product page. Please try again."

After MANY contacts with their support, I'm told that my device was first used 22nd of Sep 2023 and this is why the subscription is expired.
This is very strange since I puchased it 11th of June 2024. It was sold by Amazon as new and not refurbished or returned item. Later confirmed to me by Amazon in writing.

TomTom support also said that the reason why my new subscription was not activated was that I had not linked it to my device.
I asked if the reason could be that my device do not show up on my tomtom account? NO ANSWER ON THIS.....
TomTom have been able to get my new purchased subscription working. Not the included one. Not the TomTom WEB account problem.

So ultimatly I requested them to
1) Refund my purchased scubscription (since i shouldnt have had to buy one in the first place).
2) Change my expiry date on the active subscription from 20th of Sept 2025 to 12 of June 2024 to be aligned with my actual purchased and first use.
3) Fix so that my TomTom web account shows my device so that next time it needs renewal, I can connect the subscription with the device.

After I dont know how many e-mails back and forth, none of the above have been resolved, except that my new purchased subscription works.
TomTom even point me back to Amazon again (I was previously on phone with Amazon support for over an hour)

Have this happened to anyone else?
1) Device activated a year before you purchased it?
2) Device not available in your TomTom web account? (and seems to be unresolvable)

//Anders

Proof of order below (in Swedish)

 

[Willy875]

Hi
When you opened the box, did you notice if the label had been opened?

As for your GPS that does not appear on your account, did you create a new Tomtom account?
Or did you add the GPS to an existing account?

 

[ahannover]

Hi
When you opened the box, did you notice if the label had been opened?

As for your GPS that does not appear on your account, did you create a new Tomtom account?
Or did you add the GPS to an existing account?

The box had all it seals. The screen protection and suction cup protection was in place. Nothing indicated prior use.

Not really sure about your account question. I cant recall exactly how i did it, but I currently log into the device using exactly the same credentials on the Go Superior and the TomTom web site.

But before I purchased this device, I have not owned any TomTom hardware device before.
I have owned TomTom software client on a very old Ericsson phone. Like 15+ years ago.

 

[Willy875]

Not really sure about your account question. I cant recall exactly how i did it,

But before I purchased this device, I have not owned any TomTom hardware device before.

I meant register the GPS to a TomTom account.

You said you didn't have any TomTom hardware, so you had to create a TomTom account to register the GPS.

If your GPS was started 9 months before you bought it, maybe someone started it before putting it in the box.?