TomTom can get it right sometimes

[dsouter]

Thank you TomTom.

After a year of hell with Tomtom x20 units (4x 720s and a 920) all with different faults, TT support have finally come good. I have just taken delivery of a shiny new 930 unit as a free replacement for my 920 which had 2 major repairs and still had problems after they were repaired.

During this time I even had to film the device and send DVD to them when it was faulty as TT would not accept that the fault existed.

Getting action taken was no mean feat as we all know how difficult it can be dealing with TT customer support.

I finally managed to get to one more than helpful representative who took ownership of my case and directed me to the UK customer support manager. I got the impression that customer support didn't realise how badly they are perceived by their customers.

I now look forward to happy carefree travelling and hopefully not having to spend huge amounts on phone bills to TomTom. Time will tell!!!!!!!!!!!

Well done TomTom - you can get it right sometimes
_________________
never mind eh!!!

go 1005

[maca2]

A good result but a shame these big companies don't act sooner.

I wonder how many people just give up when this sort of thing happens.

Good job you got a new unit upgrade but annoying that you had to send in a DVD to prove that it was faulty, it's like these big companies think we are all liars or we imagine things are wrong.

Enjoy the new toy

[Mick_1959]

Yes, a good result, I too am now experiencing some excellent communication from TomTom Customer service, with them phoning me to let me keep in up todate on the status of the ongoing investigation and repairs to my 720 which has been with them 4 weeks now.

Shame it took them so long to respond or even acknowledge there were problems.

But credit where credit is due, they are now responding in a positive way, so Thank you TomTom.
_________________
Mick
Go 1005 in need of resuscitation
GO 950 Dead,
GO 920 Dead

[pcaouolte]

I too have had good results with tomtom customer services recently.

The car charger for my 22 month old GO510 became very hot at the end that connects to the car and caused to charge light on the GO510 to pulse on and off.

A single request via tt's web site was followed by a response asking for proof of purchase. As the receipt is no longer readable I sent a copy of my on-line reservation. Even though this is not proof that I purchased it there was no query and a new charger was posted to me free of charge.

Well done TomTom.
_________________
Paul

[dsouter]

I sense a wind of change.
That's 3 positives in only 2 days.
TomTom - you are in danger of restoring faith in yourselves.
Duncan
_________________
never mind eh!!!

go 1005

[EricWB]

Its worth a mention that if a fault develops in anything purchased in the UK then the sale of Goods act says that within a reasonable period of time its the retailer who should be sorting it out for the customer, not the manufacturer.

The reasonable period of time is not clearly defind within the rules of the game, but I think it reasonable to expect within 28 days the retailer should replace it with a new one or refund the purchase price. After that arrange repair or replacement up to about six months, then repair after that up to about five years maximum, but dont expect to get anywhere after twelve months as this seems to be the most any retailer will consider, but thats not what the rules say.

For whatever reason TomTom seem to have become the default for sorting out customer hardware problems perhaps because the reatilers are passing the buck, this could give a false impression of TT service.

[Calomax]

I too have had great service from Ronnie McF at TT UK Support when I asked about having to reselect the voices every time I have operated my Go through HOME. He made several suggestions and always replied very quickly when I responded to say that they didn't work.

Eventually he actually telephoned me to tell me that this is a fault in HOME which the developers are aware of and that it affects everybody. He apologised for not having been aware of that before. So, although he didn't know the answer, his communications were excellent.
_________________
TT Go Essential

[maca2]

[dsouter]

I think you'll find that TOMTOM do all the warranty for Dixons online and then probably for a lot of other retailers. Many of the problems with TomTom units are software and therefore TomTom is the right port of call. None of this excuses generally poor customer service and poor product knowledge.
Duncan
_________________
never mind eh!!!

go 1005

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