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TomTom

Customer Service Ratings and Comments

TomTom is ranked #71 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 55.12 out of a possible 200. This score rates TomTom customer service and customer support as Disappointing.

NEGATIVE Comments

44 Negative Comments out of 54 Total Comments is 81.48%.

POSITIVE Comments

10 Positive Comments out of 54 Total Comments is 18.52%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
  • Submit your comment >>
  • I wouldn't be posting here if I wasn't frustrated about their support.

    I've been dealing with them via their website and have not called *YET*.

    I've been unable to successfully reload the software on my unit and have tried all of their methods for doing so.

    Over *SEVERAL* emails back and forth I have yet to get them to get to the point of getting me an RMA number to send it in. All I need is to have them reload the software/firmware to the correct level. I am getting extremely frustrated with no resolution yet.

    The emails have been polite, but EXTREMELY EVASIVE in getting to the point where I can have it serviced. If the evasiveness continues, I would have to highly recommend that you DO NOT purchase a TomTom product
    as your next device.

    Unhappy moTmoT 8/25/10 6:19PM

  • On today I bout a Tom Tom GPS device from Walmart
    Having Run,in to a difficuolty after installation, called the support phone number, and I was connected in about 45 + minuts or later
    The name of the tech support was Deenis or so, since he refused spelling his name and or give me his extention or ID number!
    During this conversation I was nothing like a customer. He was unpollite rude and un-profettional!
    Asking his superviser, then 20 minutes leter I was connected to Kevin and he's then gave me a case number 100826 002993 and he's was quite polite.....
    On tommorow, I will return the product to Walmart, based on this technical support and other experience and long time phone waiting experiene....
    I do strongly belive. that Tom Tom CO need to do a lot for improveeing its customer service. I must tell you this: " I have never been humiliated this much by a customer service emoloyee
    and I do deserve apologage!!!!

    Joseph S Lakatosh, PhD
    atosh@cox.net

    Anonymous 8/25/10 5:56PM

  • Worst phone support! I have called 3 times this week and have been on hold no less than 26 minutes! I still have not spoken with a human!

    Anonymous 8/25/10 3:38PM

  • Tom Toms 930 and customer service are terrible. The product does not work and you cannot get customer service. I have used this product about 12-15 times in the 18 months since purchase and the battery has died and it cannot be replaced. TomTom sells defective products!!!

    phillipcomeau 8/23/10 1:22PM

  • WOW! This is the WORST company EVER!! I simply wanted to upgrade my hubby's map. First of all, I couldn't get the payment to go through. After being on hold for a bazillion minutes, I finally got a "tech" guy that told me their servers were down and to try again in 24 hours!! The next morning I found 12 pending withdrawals from my bank account, all from the same company. I googled it and found out it was a company being investigated for indentity theft!! The ONLY time I used my debit card to purchase online for the past 6 months was with TomTrash! There were several other complaints about the same thing happening to others! GREAT! I had to call my bank and cancel my debit card! I sent an email to the idiots at TomTrash. Here's my email:
    Customer 08/18/2010 11:04 AM
    After updating my GPS on your website, I received 12 pending withdrawals from my bank account from "RBS THE NETHERLANGA US"! Googling that info, I noticed several others that have had the same thing happen after they updated from TomTom! That was the ONLY time I used my debit card online...my info had to have been stolen from your website! Your website is NOT secure! Unfortunately, you have no contact number for this type of situation! Please, do you have a number for CUSTOMER SUPPORT...not tech support?

    Here's the response I got from the morons:
    Response (ST Bertie) 08/19/2010 03:35 PM
    Dear Larry,

    Thank you for taking the time to contact TomTom Customer Support. My name is Bertie and we are always happy to help.

    I understand that you received a TomTom device instead of the fast charging home dock that you ordered and you need the charging unit. Please rest assured that I will definitely assist you.

    I would suggest you to contact our phone support at 866-486-6866 Monday through Friday, 7:00 AM until 11:00 PM EST or Saturday, 9:00 AM until 8:00 PM EST. They will be in a better position to assist you.

    Larry, it was a pleasure assisting you. In case, if you have any queries, please reply and let us know of the status. We want you to know that, we will be there for you and we do value you as a customer

    To update your TomTom question (incident) or to reply to this email:
    Please log in to your TomTom account via the TomTom website and do the following:
    -Click on 'Support'
    -Select 'My Questions History'
    -Click on the title of your question then click on 'Update Question'

    Thank you for choosing TomTom for your navigation needs. If you have any further questions or comments, please feel free to email or call us at 866-486-6866 Monday through Friday, 7:00 AM until 11:00 PM EST or Saturday, 9:00 AM until 8:00 PM EST.

    Thanks again for writing. At TomTom we
    believe in showing you the way, the easy way.

    With Best Regards,
    Bertie
    TomTom Customer Support

    WHAT???????? His response had absolutely NOTHING to do with my email!

    CUSTOMER SUPPORT??? THEY HAVE NONE!! TECH SUPPORT?? My 9 year-old grandson could do better!!

    ihateTomTrash 8/19/10 3:48PM

  • On 8/8 I ordered a renewal for my RDS-TMC subscription. The instructions didn't work at all; I only got into a loop. I tried for 4 days - finally called.
    I just got off the phone with the rep. after going through 35 min. of machinations to update the unit. I then asked that my subscription date be changed to today since I was paying for service I didn't get. "We can't change the starting date." Can I get a refund? "We can only add services." So you can add 10 days to the subscription? "We can't change the date." I voiced my displeasure with TomTom service, and she hung up on me. No, "I'm sorry.", "thank you for calling TomTom", "Good Bye".
    PLAIN RUDE!!
    P.S. I had to wait 11 min. for a rep.

    Taligirl98 8/17/10 11:27AM

  • Purshcsed a usa canada updated map with a additional 6 month worth of free updates and I can not even access it. I am out 75 dollars. If you have a dial up tech support tells you that you will not be able to download the file unless you have high speed internet and they say they can not refund your money do not by a TOM TOm

    powerplant 8/13/10 7:08PM

  • At first, I thought my first contact with tech support was great! The tech was friendly, seemed knowledgeable and thorough, and gave me advice on what I should do next and then hung up. The problem is I did not get my issue resolved--in fact, my issue worsened and now am having to go through the tech support waiting period on the phone to hopefully resolve in a timely manner.

    Islander 8/12/10 12:49PM

  • It is difficult to get anyone in customer service that actually knows anything about the products and their problems. The CS people constantly rely on the website FAQ as if it can solve all problems - it cannot, it is poorly constructed and does not provide real answers. The support people are chosen for their pleasant manner not their skills at answering questions. If you cannot find an answer that works don't waste your time in contacting CS, they do not add further value. Stick to Garmin.

    zulu53 8/7/10 1:24AM

  • THE worst customer support I have experienced!!

    The wait time is ridiculously long, but the real problem lies in the incompetence of the so called "tech reps"; they don't have a clue! the snippy little rep hung up when it was apparent she couldn't analyze a problem this afternoon. What a joke of a company!!!

    Jack

    jack 8/2/10 10:51AM

  • I am angry with the lack of customer service...originating in New England...
    The representative has to go through through levels of support ...this takes lots of time...irrespective of time of day that you try.
    I had problems and nearly had to prove the min that I bought the device in order to get their attention.
    I sent it back for problems about 5 weeks ago and despite their pledges of returning it within 10-11 'business' days...no sign of my Device still..
    Getting the agents on the line is a major
    problem...
    Bob

    Anonymous 7/28/10 10:51AM

  • Absolutley the worst customer service I have ever dealt with. I needed to go on a business trip and my tomtom was not working correctly. A company like this needs to have 24/7 technical support wether by phone or web. When I finally got ahold of someone they told me since I didnt have my receipt that they wont deal with me. Total b/s. I threw that piece of junk out the window and purchased a Garmin.

    Mike Hawk 7/25/10 1:56PM

  • I bought an GPS. TomTom committed to send $20 rebate check. But they didn't send me anything. I sent them e-mails several times. It was told if I have any proof for my claim. But I sent the paper which shows that my claim. So I couldn't get my money.
    My car charger rusted and hasn't worked. And tomtom didn't accept to change it with new one in guarantee duration.

    karaman 7/21/10 10:54AM

  • I bought an GPS. TomTom committed to send $20 rebate check. But they didn't send me anything. I send them e-mails several times. It was told Do I have any proof for my claim. But I sent the paper which shows that my claim. So I couldn't take my money.
    My car charger rusted and hasn't worked. And tomtom didn't accept to change it with new one in guarantee duration.

    dursun 7/21/10 10:47AM

  • Lousy technical support. The first person I got on the phone (after a couple of attempts) was reasonably helpful but I realized that the problem was going to take a while to resolve (and I had a prior appointment) so I terminated that call -- big mistake.

    The next guy I got on the phone was extremely rude, mono-syllabic answers and condescending attitude.

    The last guy I got was better. But after 20 reboots of the device, reformatting of the hard drive and reloading the application (10 times at least), I am now downloading the maps back on to the device.

    All this hassle -- a wasted day and it turns out I still have to buy map updates (not included).

    Their software terminology is all wrong -- an update is not an update but a copy. A download is not a download but something else and copy to hard drive is actually copy to device and so on and on.

    Apparently the software was designed by Germans and their technical support is in upstate NY. Give me an Indian technical support engineer any day -- at least he or she will speak to me with respect and try hard to get the problem solved.

    samantha 7/19/10 1:39PM

  • After spending $69 for an map update package my GPS is practically useless. The update changed street names to state road numbers. My husband uses the gps to assist him at work. He is a deputy sheriff in a rural area. After calling and waiting on hold 45 minutes because of the increased call volume he had to hang up to go on a call. The second call after only 22 minutes he got to a woman that basically told him tough. There was nothing she could do. The third call-he was told the same thing and he asked for a supervisor. The supervisor told him that the road # was the update. They meant to remove the road names!

    So he will go back to using a map book and increase the time to get to calls because of this "update". All of his favorites are now gone and he just has this 6 month old GPS taking up space. I have disputed the paypal transaction since the update is a downgrade in service. We will by a different brand next time.

    brokenbeads 7/15/10 5:25AM

  • Rider 2 has broken housing caused by vibrations. Water entered the device and caused it to stop working. Called customer support and was told that TomTom does not provide any repair service.

    speedy316 6/28/10 6:01PM

  • I think it a disgrace that so many people buy the tomtom navigation system and then have to pay for any problem resolvers to help get our tomtom back on track. I have tried for 2 days to find out why my tomtom will not work on the touch screen.I talked with one rep. who said he would e-mail me and he did , but he failed to tell me that where he sent me cost $ to get an answer.I would just like a simple answer to why my touch screen does not work and what I can do to repair it.

    Anonymous 6/27/10 10:10AM

  • STAY AWAY FROM TOMTOM!!
    Bought a TomTom One 140S. When I updated the maps to the latest the device crapped out. After 3 attempts at Customer Service I was authorized to return the device for a replacement. Had to mail from Canada to the Texas and wait 10 days for land delivery or pay myself to send to a Canada address. Did get a replacement, and now I cannot update the maps without paying. You see I already used my update on the device that died in the process.

    MIKIE 6/18/10 8:49AM

  • I have a TomTom Ride 2 which I purchased last year. It has only been used 6 or 7 times. On a recent cross country ride, the unit died on me several times which required hitting the reset to reserect it back to life.

    Upon further inspection I discovered that the waterproof door sealing the SD card and electrical ports, in not water proof, or even resistent. The seal is adequate enough to keep out the rain. An apparent design flaw.

    After contacting tomtom about getting a new seal, door, or have the unit fixed, they informed me that they can not replace the door, the seal, or can even take my unit in to repair it. Unless it is under warranty, they will not touch it?

    So unless your unit is new, you are on your own. My choice is clear. I selling this cheap POS and buying a Garmin. At least they will repair their units after the warranty has expired?

    Dodger62 6/15/10 10:02AM

  • I called TomTom for support and, after a long wait, was connected to a lady that apparently was occupied with something else while she was tlaking to me. I would pull up a screen that she would ask for and say ok, what now. It would take about 30 seconds for her to respond. The response many times made little sense. Very disappointing and I still have the same problem after and hour on phone :(

    Anonymous 6/10/10 4:18PM

  • Now in 7th week of trying to resolve map problem. Not been able to resolve via email so asked to contact them.
    (1 )No matter time or day when one calls it is always "support lines are very busy, call back ...." WHEN? go back to (1) and go round the loop. Great product let down by support or should be lack of..

    Dev 6/10/10 8:33AM

  • I prefer the TomTom over others I've tried, but their Customer Service denies some very serious design defects, like the unit turning itself on and running down its battery, so I will not purchase another TomTom product.

    Quasimodo 5/24/10 1:41PM

  • On April 25, 2010 I lost my internet connection when updating my Tom Tom One. The device never worked again.

    After several hours working with technical support representatives on the telephone they provided an RMA authorizing the return of the unit.

    Following the companies RMA instructions I returned the device. They are unable to find the device and want me to wait 3 -5 days in addition to the 10 -12 working days they originally had to service the unit and return it while they look for it.

    On April 28, 2010 I sent the unit to Tom Tom using the US Postal service with a tracking number and delivery confirmation suggested by the company.

    The US Postal Service confirmed the unit was received on 04/30/10 (providing the exact time and name of the person who signed for the unit).

    Now I am waiting while the Repair Department that lost the unit determines what they want to do. They are very courteous, but I am still waiting for them to find my unit.

    chiefsmoke 5/17/10 6:46AM

  • I purchased an XL 330 in December for a Christmas gift, installed it in January. The only item in my box other than the device and attachments was the manual. I set up the TomTom through the standard process. There was no mention in the manual that I needed to upload new maps from their site or any document other than the manual in the box. The first time I drove out of town was about 6 wks after I activated the device. The intersection of 355 and 88 in Chicago was missing. I tried to update my maps, but you only get updates for 30 days. I called customer service told them there was no documentation in my box recommending or indicating I only had updates for 30 days or that I upload new maps after purchasing my unit. It is not covered in the manual. The CSR said "I have 90 yr old grandma's figure this out. It says latest map guarantee on the box." I asked him what the heck Latest Map Guarantee was?? CSR said "you can update your maps for 30 days." I asked where does it tell me in the manual to do this? CSR said, it's on the box, the logo that says "latest map guarantee..." I told him I can guarantee TomTom won't see any more of my business.

    dontbuytomtom 4/20/10 7:53PM

  • I've searched and tried everything to let
    TomTom know of my problems with their product
    but you can't get in touch with anybody.
    When I connect the device in the car it says it needs updating, which I do on the computer
    and when I reconnect to the car it says the same thing.
    I'm giving it to my wife or son and buy a reliable GPS
    Regards...........Finbarr

    finbarrhartnett@hotmail.com 4/10/10 10:52PM

  • I would not buy from TomTom again. I bought mine at Wal-Mart with their extended warrantee service and was unable to use their service until the products warrantee ran out. I called Tomtom because my gps would not start, would not update and would not be recognized by my computer. They said they would call back with some directions on how to get it running again. No call back. This happened only a few days after buying a year of map updates from them. On the first map update I got, and only one, the street I live on disappeared from the map.....what the heck TomTom...I thought you guys were into maps that actually show all roads, not make them disappear?!?!?

    TomTom Hater 3/28/10 3:23PM

  • Dont buy a tom tom that is advertised as having free LIVE services for 12 months. I did, and after 30 days, they switched it off. Now they say they did not get my paper work, and cant reinstate LIVE services because the 30 day period after purchase has expired. If i was face to face with a tom tom rep, the would be in hospital. How dare they rip us off when we pay hard earned cash for their devices

    Anonymous 3/26/10 1:59PM

  • Warning to anyone thinking of buying a tomtom, especially the Go730, Dont! Battery life is advertised as 5 hours, but will go flat in 30 minutes. Even turned off, a fully charged unit will go dead flat in a week. Is supposed to store photos and play mp3 files but doesnt. Is supposed to send and recieve sms but doesnt. No hope of complaining because theres no one to complain to.

    ripped off 3/25/10 4:29AM

  • The TomTom website is extremely difficult to navigate and the Call Center name should be changed to the "Hold" Center.

    Trying to get through the Support link on the website is tedious at best and when you can't find what you're looking for, submitting a question takes forever. And when you do finally submit your question, there's no acknowledgment that it's been accepted. Not only that, you have to go back on line yourself to see when/if your question gets a response. At that point, if your query has not been answered to your satisfaction to you don't understand the response, you get to start all over again.

    So you resort to calling the Support line. You get to press buttons for quite a while to reach the support section you need and then you're on put on terminal hold. (My shortest wait time was right at 20 minutes - longest was well over an hour.) Then you have to provide a ticket number so they can find you in their system.

    Yesterday, I got an email from the company telling me that I can get the map update service for $39.80 for 18 months. When I go online, it shows that my update service will cost $47.80.

    I understand that I have to update my device to the latest map when I sign up for the service. That comes in at an additional $47.80 instead of $39.80.

    A call to the "Hold" Center was no help.

    dancote 3/18/10 4:11PM

  • 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

  • Submit your comment >>
  • I got ***** customer service! My wait time was no longer than five minutes.

    1. While the device is on, hold down the reset, on the bottom of the device, for 20 seconds or until the unit shuts off.

    2. Power up the device and it should be working again! It can take up to three resets to get the device working again and it does take some time to reset and power up again, so be patient.

    HESSIONS SESSIONS LLC 8/2/10 12:21PM

  • I just had a great experience with Tom Tom customer Service.

    My device was not working properly, and the C.S.Rep, Brian, Walked me step by step through the entire process to reinstall my device

    Thank YOU so very much Brian!!

    Tom Tom should be commended for having such helpful, service oriented staff

    Anonymous 7/15/10 5:11PM

  • I called, followed the options, and talked to a living person within 2-3 minutes. She identified the problem and was able to give me a clear and concise fix, all while speaking clear and coherent English. Great support from TomTom.

    Dr. Strangelove 6/22/10 11:25AM

  • 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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