Repair fiasco: in despair!

[MikeGordon]

Bought TomTom 910 from GPSK 19 July 2007. The clock function never worked. Sent it back for testing, resetting, eventually firmware fault admitted and component changed. Subsequently, device failed consistently and returned to repairers in Scotland four more times, each time being returned with “Cosmetic change” listed as repair undertaken but with screws loose or missing, no rubber strips over screws, or grommets rolling around. Faults mainly concerning functionality, unable to find satellite, etc.

Eventually, told to return device, desk mount and car mount. Yet another device returned but without peripherals. TomTom in Holland had two goes at sending me missing kit, both eventually turned up, one set five weeks later. This device worked perfectly and we all thought “Case closed”. Went on holiday, came back to find device totally dead and unable to charge. (March 2008.)

Spoke to Holland, told to send back for repair under warranty. UPS label arrived and device sent back 19 March. Heard nothing until chased. Received invoice for 145 euros to repair device to repair “Charging fault”.

Spoke to Holland who said this was nonsense, should be repaired under warranty and they would sort things out directly with repairers. Since then have spoken to TomTom support several times more, all amenable and friendly but they cannot seem to get any action from the repairers.

Have faxed senior officers of company without response, waste of time talking to CRC in Kircaldy, TomTom were supposed to call me back yesterday but nothing happened. What is one supposed to do?

Legally, my case would be with the supplier and credit card company but what a way to run a company.

Mike Gordon (gone back to my Dell Axim X50 and Navigator 5.21)

[Darren]

Mike, I edited the purchase date to change it back to 2007 from 2008!

I'll pass your issues to TomTom and see what they can do to resolve this debacle. CRC have on the whole proved to be very good at handling repairs but clearly something has gone very wrong here
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Darren Griffin

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