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Repair problem

 
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Ian1956
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Joined: Jan 02, 2009
Posts: 8

PostPosted: Tue Jul 19, 2011 2:19 pm    Post subject: Repair problem Reply with quote

Quick query.

Had a Go940 which died within its 12 months warranty last October and was replaced by TomTom (eventually) with a new unit. This one too has died after months. TomTom say that this new unit is out of warranty and therefore repairs of about 100 must be paid).Their argument seems to be that the new unit's warranty lasted for only the period remaining on the warranty of the original unit... if that makes sense?

Has anyone else encountered this? Any suggestions?

Ian
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anchor
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Joined: Jul 25, 2005
Posts: 24
Location: Harrow, Middlesex

PostPosted: Tue Jul 19, 2011 3:04 pm    Post subject: Reply with quote

I am not a lawyer, but this does not seem fair.

From what you say, you bought the original 940 about the beginning of 2010, and it probably cost around 300 or so. It would reasonable to expect that such a device should certainly last more than 18 months or so.

I would suggest you speak to Citizens advice and ask if, in their opinion, TomTom are in contravention of the sales of goods act, which does include a section regarding how long an item should last.

You could also take your problem to the highest level and contact Harold Goddijn, the CEO of TomTom in Holland. I suggest you explain your sense of grievance in reasonable terms.

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Andy_P
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Joined: Jun 04, 2005
Posts: 19991
Location: West and Southwest London

PostPosted: Tue Jul 19, 2011 3:54 pm    Post subject: Reply with quote

Warranty periods are a bit of a nest of snakes.

Originally TomTom models had a 2 year manufacturers warranty, but this got quietly reduced to one year a few years ago.

It's quite normal for a replacement item to only be guaranteed for the remaining period of the original warranty, so you've got no complaint on that point.

However, the contract you enter into when you make a purchase is with the seller of the goods. Not the manufacturer. The trade seller has the obligation to a buyer.

EU law states that within two years of a sale, you may have a reasonable claim - even though a year is the accepted norm. That same law extends this to six years in certain circumstances.


You may find this useful - http://tinyurl.com/6xhw8oa

Also if goods were bought using a credit card over 100.00 then the credit card company is liable as well - http://tinyurl.com/324b5
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Ian1956
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Joined: Jan 02, 2009
Posts: 8

PostPosted: Thu Jul 21, 2011 8:59 pm    Post subject: Reply with quote

After listening to music on their service line for half an hour, I finally spoek to a sympathetic guy, who confirmed that when TomTom supply under warranty a new unit to replace a faulty one, that this new unit has a warranty of 6 months, not the normal twelve.

Thank you to those who offered suggestions. Am going to think long and hard about a replacement for the 940. Am tmpted to give Garmin a try, but comparative reviews are unfavourable.
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Ian1956
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Posts: 8

PostPosted: Mon Aug 29, 2011 8:01 pm    Post subject: Update Reply with quote

Just to say that following an intervention from Mark, a more senior person, at Customer Services, TomTom agreed to repair the Go940 without charge. It couldn't be repaired and a replacement 940 has now been sent. Thank you, Mark. It's important to report good service as well as to complain about bad.
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