TOMTOM one 3rd edition - white screen problems

[dscrap]

I am not taking it as smart ass either.

As you may have noticed I live in Canada, now this can be a problem when trying to get a replacement item for us when dealing with US Company's. What happens is we sometimes get hit with "Duty" and "Custom charges" when we try and return. I have so far read a few people from Canada being hit with these. This is why most in Canada return to store for a new item, is to avoid this.

Phil

There will be no duty or taxes in canada since the items were already paid for and are being serviced and returned under warranty...

 

[Seacruise]

Screw us in Canada

I have just got off the phone with TomTom support.

As I said in my prior post it might happen.

The BAD news if you live in Canada and own one of these defective devices you as the owner MUST PAY the shipping to the USA. TOMTOM says it has to do with Customs which is crap because I have dealt with many US returns over the years and all they have to do is put Warranty return on the shipping label and all is fine. They are just to lazy to do this.

Not only did TomTom knowingly ship defective units to North America but they rub salt in the wounds buy getting us in Canada to pay to get the problem resolved.

So I guess I will return it and I suspect TomTom has lost me as a customer because I highly doubt Best Buy doesn't have any of these units in stock.

Phil

 

[skeleton]

Phil,

Sorry, I didn't notice your location. You are probably correct. It seems like somewhere, on this 15 page thread, I read where another Canadian mentioned that TT wouldn't send the prepaid lable because of such things. I thought NAFTA was supposed to rid of such BS.

 

[Seacruise]

There will be no duty or taxes in canada since the items were already paid for and are being serviced and returned under warranty...

While this is all good in theory it does not work out this way sometimes. You see there is a $38 Charge to fill out Customs Forms which someone has to pay. Normally this can be waved "if" the company puts on the Customs Forum BUT this does not always happen. I once had a NIC card that went bad and the company sent me another one and the "Customs and Duty" were more than the cost of the card itself. I refused to pay it and the item returned to sender.

I really wonder why some companies have to do it this way.

Phil

 

[Seacruise]

Phil,

Sorry, I didn't notice your location. You are probably correct. It seems like somewhere, on this 15 page thread, I read where another Canadian mentioned that TT wouldn't send the prepaid lable because of such things. I thought NAFTA was supposed to rid of such BS.

NAFTA is all good and well on paper but try and get it to work at the border. Recently had a family member buy a TV built in Mexico from Costco in the US and got to the border and they wanted Duty, yet there was suppose to be no duty payable because of NAFTA. The Customs guy said no Duty but had to pay the GST on it and then the Customs Agent collecting the money said the Duty was $$ and he said ahh no.
It is the left hand not knowing what the rand hand is doing.

Phil

 

[Moose37]

Off to Best Buy, just press reset first......

tell it "I agree", (for the 76th time) type in Best Buy, wow, it is there...but not the Tim Horton's near my house built 7 years ago, oh, well, I should know how to get to that one, waiting for GPS signal, must walk to car...

Wish me luck.

 

[riotactor]

I don't recall reading this earlier in the thread, but this might be a helpful hint to those who are still trying to get through to technical support, or those will be calling soon:

When I talked to the support person at Tomtom about getting my RMA information, he told me to ship out the unit and the email they would send me. He did not mention anything about a shipping label. I asked him if Tomtom was going to cover the shipping expense, and he then proceeded to tell me that yes, they could do that if it had been purchased recently.

If they do not offer a FedEx shipping label, ASK FOR ONE! Otherwise it sounds like Tomtom is hoping some people are going to ship their units back on their own dime...which is terrible (but saves them $$).

Good luck!

 

[leedoobert]

is there only one support number that you can call? i have been trying to call 1-866-486-6866 to obtain a RMA # along with a FedEx shipping label, but I keep getting a busy signal!!

apparently, according to the manual, you can also call 1-978-287-9555...but i'm not sure if that's free or not...

 

[Seacruise]

I don't recall reading this earlier in the thread, but this might be a helpful hint to those who are still trying to get through to technical support, or those will be calling soon:

When I talked to the support person at Tomtom about getting my RMA information, he told me to ship out the unit and the email they would send me. He did not mention anything about a shipping label. I asked him if Tomtom was going to cover the shipping expense, and he then proceeded to tell me that yes, they could do that if it had been purchased recently.

If they do not offer a FedEx shipping label, ASK FOR ONE! Otherwise it sounds like Tomtom is hoping some people are going to ship their units back on their own dime...which is terrible (but saves them $$).

Good luck!

Not sure where you are located, but it was made very clear to me that TT does NOT pay for shipping back to the USA. I was told that I would be emailed the shipping directions and to include the email in the package. I then asked who pays the shipping and I was told you do because you live in Canada.

Phil

 

[Seacruise]

Is there any idea how many total units this problem affects?

Phil

 

[skeleton]

A Sh!t pot full.

I don't know if anyone does or not, even TT. I certainly don't. But like I said, a whole big bunch.

 

[flortreb64]

TT is NOT a USA company

For those of you from Canada, you really don't know where your unit came from, maybe the USA or maybe China. TT is an English company.

I'm really reluctant to send my unit to TT because they will not tell you when you will get a new one. You don't even know if they have any. Since the unit works with the reset, go back to the store where you purchased it and ask for a replacement when they come in. Ask to be called when they get them and then replace it. Don't forget to check the SN.

If TT was a good company, they would ship new ones with a return shipper in the box. At least then, you could use the one you already have.

If you decide to get a refund from the store, you will probably not be able to get it at that special price.

 

[Seacruise]

I had already figured out when i first got mine that TT was a UK company.

I also was dealing back and forth today with TT email support and they were from the UK. Based on what I was being told in email either they are playing dumb or they truly have no idea what is going on on this side of the pond.

I have checked my local Best buy and they are sold out and have no idea when they will get new one's in.

Oh yes my unit is from China.

Phil

 

[skeleton]

According to very early posts in this thread, for some reason it was thought that the bad units came from Ansterdam (sp). How true that is, I have no idea. The phone tech support folks (in Texas I guess, again I don't know that for a fact) were reasonably open. Although some of them seemed to be playing it close to their chests.

 

[Ralph_T]

White Screen here too

Not sure if you guys have seen this but there is a guy on YouTube who shows everyone the white screen problem. I think he is from Amsterdam.

http://www.youtube.com/watch?v=shelYZ7kG-k

I think mine happened after upgrading. It could be the GPS fix thingy...not sure. I am backing up the card now and will attempt a reformat and download of the software.

I am guessing 6,000 or so defective units

 

[Ralph_T]

Email for support

Oh by the way. All you have to do to get it replaced is email customer support and give them your name, address, and phone number along with the serial number on the upc label on the bottom of the unit and they will send out a shipping label (cross fingers). I hope they don't have me pay for shipping. My label should be coming soon as i just replied to the customer service rep helping me. I am prepared to wait a month for my One to get replaced because i know how this stuff works being in the technical field. They may not have any to give to people right away to replace the broken ones. If they do ship me a good one right away I will be very happy and a return customer. Stuff like this happens from time to time but I honestly think someone rushed the QC line a bit for this product. There will be some firings I can tell you that.

 

[Ralph_T]

Ok according to dreed47 on YouTube he said "they are sending out prepaid shipping labels". Gooood!!

 

[NickDG]

Good . . . that Youtube vid already has 850 hits, I hope it gets 850 thousand!!!

So far two people here have said TT is closed until Jan 6th. It's not on TT's website anywhere I can find. What is the basis for this information?

 

[Seacruise]

Ok according to dreed47 on YouTube he said "they are sending out prepaid shipping labels". Gooood!!

In North America that is ONLY for the USA.

If you live in Canada then you either take it back to place of purchase or pay the shipping.

Phil

 

[bigredsfan_83]

I am suspecting I will have the same problem when I get mine sent to me that I bought through the best buy website this week. I knew of the problem and knew I would likely get nowhere with TomTom so my fight is going to be with Best Buy Canada and anybody that is going to be willing to give me a higher end TomTom or Garmin for the $139 I paid. I don't expect to have luck with this but well worth the fight perhaps!