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Help - TomTom ONE Return Nightmare!

 
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UncJ
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Joined: Dec 20, 2006
Posts: 12

PostPosted: Thu Feb 08, 2007 11:13 am    Post subject: Help - TomTom ONE Return Nightmare! Reply with quote

I am at the depths of despair tbh after having to return my new TomTom ONE v2 and the dire CS I am experiencing from TomTom. Here's the saga:-

Had my TomTom ONE v2 for just over a month and on Dec 24th whilst driving along the screen went dead and smoke came from the bottom of the unit so disconnected quickly from the TomTom car charger. Phoned up Handtec where I bought it from and was told as it was now over 30 day's since I bought it I would have to return it to TomTom, fair enough.

As it was chrimbo and did not want it getting lost in the post I contacted TomTom CS on January 3rd and was told no problem, looks like a failed charger that has burnt the unit out so we will send you a new charger (Which arrived the week after) and a box to return the ONE v2 without SD card for a straight swap with a new unit. I was told I would receive the new unit in between 5-10 working day's time. Box arrived on the 8th and I returned it straight away, they recieved it next day and acknowleged this by email. Now that was the easy and good bit!

Since then ...... nothing! I have contacted them by phone and get told they will chase it up, I have emailed them and get told the same but still nothing has happened and they have not returned my unit. Every single time I speak to anybody they say wait another week and get in touch if you have not received it, we can't figure out why they have not sent it etc, etc.

I have been without this unit for the best part of 2 months now and have no idea whatsoever if/when I'm ever going to get it back! Most times I call TomTom CS I get a foreign call center and they are worse than useless.

So - Help! Anybody got any ideas at all, anyone have any contacts I can contact directly higher up the chain @ TomTom or know what I can do to finally resolve this nightmare???

Your's - Really fed up and grateful for *any* help at all.

Crying or Very sad
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UncJ
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Joined: Dec 20, 2006
Posts: 12

PostPosted: Thu Feb 08, 2007 11:19 am    Post subject: Reply with quote

Ticket number if required is:-

Code:
 Ref:DER07010496686
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UncJ
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Joined: Dec 20, 2006
Posts: 12

PostPosted: Thu Feb 08, 2007 1:18 pm    Post subject: Reply with quote

Update:-

Amazing, as soon as I post it seems to be almost resolved, don't know if anyone from the forum contacted them on my behalf but if you did - Many, many thanks!!!

Just been issued an "FOC" (Free of charge) ticket number and a UPS tracking number straight after. Phoned them up and at last got a UK CS rep and it seems as though the goons @ TomTom repair centre have probably lost my original returned unit hence the delay.

Let's see what happens now .....
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Eldar
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Joined: Sep 24, 2004
Posts: 1294
Location: London

PostPosted: Fri Feb 09, 2007 12:37 pm    Post subject: Reply with quote

UncJ wrote:
Update:-
Amazing, as soon as I post it seems to be almost resolved, don't know if anyone from the forum contacted them on my behalf but if you did - Many, many thanks!!!


yes we did :-) and you are most welcome
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UncJ
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Joined: Dec 20, 2006
Posts: 12

PostPosted: Fri Feb 09, 2007 1:08 pm    Post subject: Reply with quote

Eldar wrote:
UncJ wrote:
Update:-
Amazing, as soon as I post it seems to be almost resolved, don't know if anyone from the forum contacted them on my behalf but if you did - Many, many thanks!!!


yes we did :-) and you are most welcome

You don't know how grateful I am, my sincere thanks! Smile

Item is now with UPS for delivery on Monday so here's hoping.
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JB101
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Joined: Jan 07, 2007
Posts: 9
Location: Yorkshire

PostPosted: Fri Feb 09, 2007 6:08 pm    Post subject: Reply with quote

Hooray a happy ending!

Gotta love the internet! :D
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Noobiest
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Joined: Jan 07, 2007
Posts: 57

PostPosted: Sat Feb 10, 2007 5:31 pm    Post subject: Reply with quote

Eldar wrote:
UncJ wrote:
Update:-
Amazing, as soon as I post it seems to be almost resolved, don't know if anyone from the forum contacted them on my behalf but if you did - Many, many thanks!!!


yes we did :-) and you are most welcome



Wow.....nice move bud.



Good on you guys! I think I have a warm fuzzy?
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TomTom One v2 Western Europe
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TomDavison
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Joined: Mar 02, 2006
Posts: 384
Location: Bedford, England

PostPosted: Sun Feb 11, 2007 9:48 am    Post subject: Reply with quote

Noobiest wrote:



Good on you guys! I think I have a warm fuzzy?


Try an ice pack on it. Laughing
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EricWB
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Joined: Jan 31, 2007
Posts: 310

PostPosted: Sun Feb 11, 2007 10:41 am    Post subject: Reply with quote

Quite rightly you were not satisfied with the service from TT but the real problem started with Handtec who you seemed quite happy about, but they just fobbed you off by saying saying it was more than 28 days since you purchased it so it had nothing to do with them. The reality is that it had everything to do with them, they sold you the TT they were responsible for sorting it out. They could have refunded your money, or replaced the unit, or repaired it with your agreement, the law of the land (UK that is ) says they are responsible as the seller for the quality of everything they sell and we should all campaign to ensure we get the service we should getting from these retailers.
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classy56
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Joined: Sep 08, 2006
Posts: 441
Location: Dorset

PostPosted: Sun Feb 11, 2007 10:56 am    Post subject: Reply with quote

EricWB wrote:
Quite rightly you were not satisfied with the service from TT but the real problem started with Handtec who you seemed quite happy about, but they just fobbed you off by saying saying it was more than 28 days since you purchased it so it had nothing to do with them. The reality is that it had everything to do with them, they sold you the TT they were responsible for sorting it out. They could have refunded your money, or replaced the unit, or repaired it with your agreement, the law of the land (UK that is ) says they are responsible as the seller for the quality of everything they sell and we should all campaign to ensure we get the service we should getting from these retailers.


They are not obliged to refund your money if the purchase was over 28 days old, They are responsible however to either repair or replace.

The wife brought me one of those 8" flat screen TV's last november, I used it for the 1st time in my vehicle a couple of weeks ago, and due to my total stupidity I blew it up, (wrong voltage etc) Curries refunded the money no questions asked, infact they didn't even ask what was wrong with it, so there is exception to the rule :o
_________________
Tomtom Go730T
App 8.300
Map v815.2003


To old to die young.
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mrstella
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Joined: Jun 18, 2005
Posts: 154

PostPosted: Mon Feb 12, 2007 9:48 pm    Post subject: Reply with quote

nice one, i may need your help if the first reply to my question is anything to go by.

Sent CS an email (via tomtom website) saying that my 910 is dead as it wont take a charge, be it from the car charger dock or my home dock, if i wiggle it in either charger it says charging but then stops charging after i take my hand off the unit, green light is on, either when charging or not. I assume its a duff connector, dry joint etc.

First reply i get is please ensure that your 910 is fully charged and then perform a reset 8O 8O 8O Doh dont fancy sitting here for a few hours in one position trying to get it fully charged Wink

So sent them an email and see what happens.

regards

Peter
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UncJ
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Joined: Dec 20, 2006
Posts: 12

PostPosted: Wed Feb 14, 2007 11:10 am    Post subject: Reply with quote

OK, got the new unit on Monday and fully tested yesterday with a 100 mile trip so well happy right now. Smile

One thing I did notice though was when I connected this new unit up to the PC it has now been identified as a "TomTom One *v3*" ??? Anybody know if there's been a "silent" update to the One? And this was before I updated it with the latest software + fast sat fix stuff. 8O
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Andy_P
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Joined: Jun 04, 2005
Posts: 19991
Location: West and Southwest London

PostPosted: Wed Feb 14, 2007 11:57 am    Post subject: Reply with quote

According to TomTom there never was a v2. The "New Edition" is officially a v3. Stop it!
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