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TomTom

Customer Service Ratings and Comments

TomTom is ranked #26 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 78.13 out of a possible 200. This score rates TomTom customer service and customer support as Disappointing.

NEGATIVE Comments

14 Negative Comments out of 21 Total Comments is 66.67%.

POSITIVE Comments

7 Positive Comments out of 21 Total Comments is 33.33%.

Issue Resolution

Reachability

Cancellation

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Product Knowledge

Disappointing Overall Customer Service Rating
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  • I've had a TomTom 920 for about 16 months and though it could be a nice aid; it thoroughly sucks. The original map is almost perfect when displaying gravel roads and driveways, yet doesn't show a paved road near an interstate that's so old it could use repairs. It also shows my home address about 2 miles further north. During the last month the battery fails to take a charge AND WILL NOT WORK EVEN CONNECTED TO THE CAR CHARGER. TomTom's product support advised me today that they did not have any service centers nor do they provide any service parts after the 1 yr warranty has expired. They will not repair one themselves and probably all I need is a battery. CS Rep suggested I buy one on sale from their website that has similar features. I'm not paying over $200 for for something I can't get serviced. I'll buy Garmin or Magellan before I give these idiots any more of my money,

    grbarlow 2/12/10 1:34PM

  • I have purchased a Tom Tom 930 last year for my wife .She has used it every now and then on the occations we have been away and in her new job which requires her to travel to different locations. The screen has stopped working but the some sound still comes on at start up, if a call comes in it still connects but is usless with no screen.I have since taken it back to the company i bought it from to find out it is only 1 month out of warranty .I bought one of the top of the range thinking i will get value for money but at over $800 dollars for 13 months of which it was not used very much at all it is not value.Is there any way i can get my unit repaired or replaced.
    The response was yeh sure as long as you pay for it ,needless to say i am greatly dissapointed .I did ask if i could speak to someone else and the answer was no .
    Dave Lavender

    Dave Lavender 2/5/10 2:28AM

  • My tomtom lasted long enough for me to throw away the packing and lose the reciept then i find out they have no way fixing a unit unless its under warranty which mine is but have no way of proving, terrible service I should have done more research, want make the same mistake again.

    randall bates 2/4/10 11:07AM

  • Absolutely the worst customer service I have ever encountered. They refused to admit their product was defective, then tried to tell me that I loaded the wrong maps, thus causing the error in their product! The BBB got me a partial refund, but it took weeks. The product still doesn't work.

    donanobispacem 1/13/10 5:29PM

  • I also am unable to contact customer support, it's either heavy volume of calls, or now just a busy signal, terrible customer service

    anonymous 12/29/09 11:15AM

  • TomTom customer service reps have been giving me the total run around for almost 3 weeks! I can't even get on their server anymore...no map updates (that I paid handsomely for), no customer service website, no nothing and they won't even admit they have a problem! Go ahead, try and connect to "TomTom.com"!!!

    foodguy44 12/21/09 7:53PM

  • My encounter with customer care was met with a rude associate that wasn't able to answer a question about mobile link connection and basically hung up the phone. I originally waited 15 minutes and a maze of support people. I am purchasing a Garmin. Cheaper with live traffic, (Free). TomTom has too many options that add up monthly.

    Oh, by the way, what happened to their website? No banner page for an explanation. Nice to know they are dependable and responsible enough to not display a banner. Do they have a diaster recovery site??? Its been two days for me and longer from what I saw on the Internet.

    tiredofcrap 12/1/09 9:09AM

  • Buy anything but a TOMTOM, user unfriendly so in their customer service.

    ELF 11/17/09 3:30PM

  • Don't even THINK of getting a TomTom.
    Their customer service is the worst I have ever encountered, and the unit lasted less than 24 hours. When I received the email confirmation for ticket #1 to receive a new unit, it said "refurb". When I called back,they admitted it was an error, said #1 was canceled, and created #2 for a new unit. I sent the defective unit back using #2 info - and they immediately sent a "refurb" using the "canceled" ticket #1! Things went downhill from there. The supervisor tells me he has "no authority to send a new unit" and that his supervisor (who does) would call the next day. 3 days later, he still hasn't and they have rated the #2 ticket (which was correct) as "solved"! It's been 10 days, and I still don't have the new unit which was promised in 5. It's been 1 error after another, and not 1 (of 6) promises has been met.

    taligirl04 8/20/09 2:31PM

  • Over 1 hour hold times (hung up after 90 minutes before reaching a human), not able to resolve issues over the phone. Latest map guarantee does not work out of the box, got the run around.

    Anonymous 8/5/09 11:53AM

  • I contacted TomTom for information on expected features on the 340XL unit. Their answer clearly indicated that they hadn't read my message. After following up with them, they gave answers that matched my questions. They weren't able to fix any problems, though.

    jblack 8/5/09 11:30AM

  • Long wait times. If you ever have an issue expect to pay S&H to return the unit, even for a problem they identified - wrong part supplied with GPS (which does not work in the US).

    If your unit is ever sent in (for any reason) upon return it only has the RMA warranty. Factory warranty goes *poof* and is no longer valid. Note - they don't tell you this.

    Took several escalations for them to repair the defective unit which they returned from the inital repair.

    Also they want you to use UPS/FedEX/etc... and not US Mail since they "have a problem" receiving items sent via US Mail.

    Anonymous 8/5/09 11:14AM

  • Terrible customer service. My unit says no maps, and they want to give be a re furbished unit, for my unit which is only 3 months old?? Do not purchase a Tom Tom unit.

    Craig 5/22/09 8:30AM

  • I have always had to wait an extremely long time to reach customer service -- usually 12 - 14 minutes. I'm very disappointed in the quality of service and would give Tom Tom a very low rating.

    Kerryatl 3/27/09 11:10AM

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  • I did have to wait for 30 minutes but the customer service rep was very helpful and solved my problem in less than 10 minutes. Great job. I am not sure what everyone else is talking about, my father had (and I mean HAD) a Garmin and their custoemr service was atrocious. He has a TomTom and is very happy.

    Anonymous 1/12/10 1:51PM

  • I was connected with someone in less than five minutes. It was very easy and they were very helpful!

    Anonymous 9/30/09 7:26AM

  • Tomtom is a really great company with excellent customer service. They are helpful and attentive.

    Anonymous 8/19/09 7:26AM

  • Simply excellent customer service. Two automated menus and I was already in touch with an English speaking representative. My unit goes off the grid at times and has taken up to an hour to reorient itself. The service person asked many questions to fully understand my issue, once she did she sent me a detailed email of how to fix the problem.

    Anonymous 8/4/09 8:01AM

  • i only waited for like 15 minutes. . . and its really not that long to wait for a question. . people that complain about waiting for customer service, just quit. . c'mon other people have problems, and maybe it isnt easy to explain, hence they are trying to tell you how to do something over the PHONE. . . and ifs not a "complitated" question then go figure it out yourself. . your smart

    paintball_ryan 6/30/09 12:38PM

  • Two calls to customer support, both answered within 1 minute. They were friendly, helpful and located in the US. Outstanding customer support.

    Anonymous 5/21/09 9:19AM

  • Thank God for technical assistance. The lady who helped me was very helpful and didn't wast time. She answered all of my questions quickly and effeciently and gave me a reference number for future assistance.

    I appreciate your available assistance.

    Sincerely, Tom Vetter

    Anonymous 3/21/09 9:28AM



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