Appalling TomTom Support (again)

andygrove · Posted: Sun Sep 24, 2006 9:27 pm Post subject: Appalling TomTom Support (again)

I recently broke my XDA Exec Embarassed

However it's still under warranty. Laughing

So O2 turn around the device in 3 days, and I have a shiny new Exec on my desk. I thought - no problem, hardware replacement, contact TomTom and they will allow me to add another device to my account and away I go. So I did this, and then also scanned my delivery note detailing the replacement device, and sent that too.

Now comes the problem.

The XDA exec was the third device on my Account. Part of my job is evaluating PDAs and PDA software. As such I change PDAs roughly every 6 months or so, bought by work. I also evaluate and supply GPS software to about 30-40 travelling salesman across Europe. That choice is currently TomTOM. However, we wil be swapping a lot of the PDAs towards the back end of the year as they are now quite old (Ipaq 5550s). If this is the hassle I will have to go through for each one then I think I will reevaluate our choice of GPS software.

I was told by Tomtom support that I would also have to provide failure documentation on the other two PDAs on my account, even though they have been replaced by newer models, not failed, before they would allow me my new Exec (remember this is replacing a hardware fault device).

I personally have two copies of TT5, and a copy of TT mobile - all legal, and all only in use on one device. They all share the same TT wireless 2 GPS receiver, but Tomtom are effectively telling me I need to buy a new copy.

Most unimpressed. Evil or Very Mad

wrenben · Occasional Visitor Joined: Jan 13, 2005 Posts: 12

You're not alone! I am in the middle of exactly the same situation with TomTom.

I had my HTC TyTN replaced under warranty after only five weeks, and like you I had already used up my three "lives" with TTN5.

I only have proof of purchase for the TyTN, but not the previous two PDAs as one belonged to my company, the other was a gift.

I am in the process of obtaining proof of exchange on my TyTN but I wonder if that is in vain as TT have specifically said they "are unable to activate your software for the 4th time until we have seen these documents [all proofs of purchase!]. Please send the required documents and we will gladly activate your software."

Looks like I could be bu99ered!

I have yet to read the TomTom Licence Agreement in detail to check, but I suspect that their position is in breach of the agreement. Now, I am no legal expert, so if anyone has any advice on this I (and many others I'm sure) will be very pleased to hear it.

alix776 · Posted: Mon Sep 25, 2006 12:07 am Post subject:

the other salesmens pdas should be easy enough to change as they the acctivation sequence is this

1 initial acctivation

2 second activation seven days after the no 1

3 third activation after 180 days ie 6 months

further activations can then only be had every 180 days (6months)

it just a pain when you pda change is between the sixmonths period
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Oh the joys of being a courier.
device Lumia 950 xl

gpssparky · Posted: Mon Sep 25, 2006 7:37 am Post subject:

I've never had a problem like this and always found tomtom willing to give a new activation code when required. I'm now on my 5th new device and activation code since June last year.
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Tomtom Go 540 Live - That's it.

andygrove · Posted: Mon Sep 25, 2006 10:20 am Post subject:

Well, to be honest the saleman's devices will be swapped in November and december. If I don't get TomTom working on my device then I will have to go with a competitor to Tomtom, and the salesmen will follow my standard Laughing

So ToTOm will end up losing out of this as all the TT6 upgrades from the company will not happen. We have a policy of always being on the latest version (once it's bugs have been ironed out) as that way we find we get the best support from the companies involved.

lupos0_1 · Posted: Mon Sep 25, 2006 10:31 am Post subject:

DaveHush · Occasional Visitor Joined: Mar 29, 2006 Posts: 4

Had the same thing - O2 Exec replaced but reached the limit of my installations. I emailed Tom Tom customer support, got a reply within a day asking for the old device code, the new device code and the proof of replacement (a rather unspecific delivery note from O2) whcih I sent off, and they emailed back within a day with a new activation code.

Admit it would have been frustrating if I needed the device straight away, but am happy to wait 2-3 days if it keeps the cost down.

Generally always found Tom tom support efficient and helpful - they've not always given me the answer I wanted, but then I can't expect them to change the entire software just for me (although TTN6 looks like it will have extra functionality to solve this one as well :D )

gpsn3wbie · Regular Visitor Joined: Apr 05, 2006 Posts: 176

i personally can't see why your having a dig at their support guys to be honest.
do you expect them to just issue new codes without question?

if they did then no one would buy the software, they'd just keep requesting codes from them for new devices and passing them round all their mates.

ive dealt with them on many occassions on the telephone and havent really a bad word to say about them...they do a better job than a lot of support teams ive had the mis-pleasure of dealing with.

wrenben · Occasional Visitor Joined: Jan 13, 2005 Posts: 12

DaveHush · Occasional Visitor Joined: Mar 29, 2006 Posts: 4

But surely the device codes for previous devices are on the activation webstite?

andygrove · Posted: Mon Sep 25, 2006 6:16 pm Post subject:

gpsn3wbie · Regular Visitor Joined: Apr 05, 2006 Posts: 176

of course i reaad your OP Rolling Eyes

is it TTs responsibility to support your upgrade path as well as your faulty device repalcements?

andygrove · Posted: Tue Sep 26, 2006 11:25 am Post subject:

Yes it is.

I have bought their software to run on my pocketpc.

If your pocketpc fails, will you be buying another copy of Tomtom to run on the new one? I thought not.

Put it another way, if you change PCs would you expect to have to replace all your software as well? Of course not.

I expect that if I can provide proof that my Pocketpc failed and that I have had a harware replacement, which I have, then Tomtom would allow this device ont my account. As it is, they will have lost out on about 5k business if they carry on with this

gpsn3wbie · Regular Visitor Joined: Apr 05, 2006 Posts: 176

maybe your right.

perhaps after they issue a new code for your faulty XDA they'll let you wait the six months next time before issuing another code for your next upgrade.

wrenben · Occasional Visitor Joined: Jan 13, 2005 Posts: 12

Good news and bad.....

Good news from TomTom:

	PocketGPS
	Web