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xblackrat
Occasional Visitor
Joined: Aug 17, 2009
Posts: 12
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 Posted: Thu May 26, 2011 9:24 pm Post subject: TOMTOM warranty and speed cameras |
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| Hi. Much to my dismay my 3 week old TOMTOM XL Live has locked up after updating with TOMTOM Home and had to be returned to TOMTOM. They have returned it saying that as I have downloaded and installed 3rd party items (ie speed cameras from here) I have invalidated my warranty. I cannot remove these as it has locked up and therefore I cannot get access to the menu's. Anyone any suggestions and comments. I am taking this matter up with trading standards BTW. |
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Oldboy
Pocket GPS Moderator
Joined: Dec 08, 2004
Posts: 10641
Location: Suffolk, UK
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| Posted: Thu May 26, 2011 9:34 pm Post subject: |
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I think you can hotly dispute their claim.
Their own website says otherwise - see Here
Guess who's at the top of their Compatibility List?  
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Richard
TT 910 V7.903: Europe Map v1045
TT Via 135 App 12.075: Europe Map v1120 |
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Andy_P
Pocket GPS Moderator
Joined: Jun 04, 2005
Posts: 19991
Location: West and Southwest London
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| Posted: Fri May 27, 2011 12:50 am Post subject: |
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Sometimes the arrogance and ignorance of TT customer "services" astounds me. They just love alienating their customers, don't they?
Nice find on the webpage Oldboy!
xblackrat, PLEASE confront them with that webpage, and let us know what they say next.
Meanwhile, lets see if we can get it going again.
First question, if you connect it to your PC, can you get to see it as a new "external drive" and can you browse it's contents with Windows Explorer / My Computer?
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"Settling in nicely" ;-)
Last edited by Andy_P on Fri May 27, 2011 1:40 am; edited 1 time in total |
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MaFt
Pocket GPS Staff
Joined: Aug 31, 2005
Posts: 15137
Location: Bradford, West Yorkshire
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| Posted: Fri May 27, 2011 1:24 am Post subject: |
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That's just wrong. Simply wrong.
One of their 'features' are 3rd party POIs. To the point where new devices that didn't have this function have recently been updated specifically to allow these to be added!!
But this doesn't help you. Check out Andy's query above, I'll personally send you £3 if he can't get you back up and running again within the time it takes for TomTom to reply to the email I've just sent them 
MaFt |
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MaFt
Pocket GPS Staff
Joined: Aug 31, 2005
Posts: 15137
Location: Bradford, West Yorkshire
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| Posted: Fri May 27, 2011 9:47 am Post subject: |
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I may owe you £3
This is an email from TomTom after I mentioned your query to them:
| Quote: | Hi MaFt,
Yeah indeed, this is the second time I’ve heard this in three months funny enough. It shouldn’t happen – the last time it did I had a talk with the team leaders and supervisors from our UK Customer support team. I will have to do it again as well.
Definitely, like you mentioned, it looks like someone did not realize POI’s by no means affect warranty on our products. Would it be possible to re-confirm this on that thread towards the community? That’d be really great and I will talk to people here internally to make sure they share this understanding too.
Thanks for sending this along to me by the way!
Kind Regards, |
MaFt |
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Andy_P
Pocket GPS Moderator
Joined: Jun 04, 2005
Posts: 19991
Location: West and Southwest London
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| Posted: Fri May 27, 2011 8:29 pm Post subject: |
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Can't blame me, I was ready and waiting! 
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DennisN
Tired Old Man
Joined: Feb 27, 2006
Posts: 14892
Location: Keynsham
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| Posted: Sat May 28, 2011 8:13 am Post subject: |
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| MaFt wrote: | I may owe you £3
This is an email from TomTom after I mentioned your query to them:
| Quote: | Hi MaFt,
Yeah indeed, this is the second time I’ve heard this in three months funny enough. It shouldn’t happen – the last time it did I had a talk with the team leaders and supervisors from our UK Customer support team. I will have to do it again as well.
Definitely, like you mentioned, it looks like someone did not realize POI’s by no means affect warranty on our products. Would it be possible to re-confirm this on that thread towards the community? That’d be really great and I will talk to people here internally to make sure they share this understanding too.
Thanks for sending this along to me by the way!
Kind Regards, |
MaFt |
It's not as simple as this stupid glib reply!! It wasn't some slipup in customer support "help" line. He sent the device back to them, it went to the screwdriver people, not the push button phone people.
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Dennis
If it tastes good - it's fattening.
Two of them are obesiting!! |
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Darren
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Joined: 11/07/2002 14:36:40
Posts: 23848
Location: Hampshire, UK
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| Posted: Sat May 28, 2011 10:11 am Post subject: |
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| DennisN wrote: | | It's not as simple as this stupid glib reply!! It wasn't some slipup in customer support "help" line. He sent the device back to them, it went to the screwdriver people, not the push button phone people. |
MaFt approached TomTom and they have taken the time to look at this and reply. I think we owe them some credit for holding their hands up and admitting an error on their part.
The finer detail as to why this happened is another issue entirely.
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Darren Griffin |
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dhn
Frequent Visitor
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Joined: Oct 08, 2007
Posts: 2544
Location: Toronto CANADA
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| Posted: Sat May 28, 2011 10:23 am Post subject: |
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There is far too much evidence of the left hand not knowing what the right hand is doing at TT HQ, in my opinion.
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David |
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MrT
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Joined: Nov 14, 2003
Posts: 2143
Location: Surrounded by A1, M1 & M25
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| Posted: Sat May 28, 2011 11:16 am Post subject: |
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At 3 weeks old I would not send anything faulty back to the manufacturer, I would return it to the retailer.
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Drivelux |
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Andy_P
Pocket GPS Moderator
Joined: Jun 04, 2005
Posts: 19991
Location: West and Southwest London
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| Posted: Sat May 28, 2011 11:53 pm Post subject: |
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| MrT wrote: | | I would return it to the retailer. |
We know that's the law, but some retailers can be VERY adept at convincing their customers otherwise.
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