TomTom Customer Service

User Reviews, Ratings and Comments

TomTom customer service is ranked #333 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 38.51 out of a possible 200 based upon 404 ratings. This score rates TomTom customer service and customer support as Disappointing.

NEGATIVE Comments

368 Negative Comments out of 404 Total Comments is 91.09%.

POSITIVE Comments

36 Positive Comments out of 404 Total Comments is 8.91%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • TomTom

    Customer Service Scoreboard

    • 38.51 Overall Rating
      (out of 200 possible)
    • 368 negative comments (91.09%)
    • 36 positive comments (8.91%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 2.0 Issue Resolution
    • 3.1 Reachability
    • 1.7 Cancellation
    • 4.4 Friendliness
    • 3.6 Product Knowledge

Add your review!

Posted by THEROZ


TOM TOM by far the worst customer service of any company I have ever dealt with. I contacted them the beginning of this month still have not heard back. Finally gave up and purchased a Garmin. Took a 500 mile trip to San Diego & it worked perfectly. No glitches what so ever. Do yourself a favor & get a Garmin device.

Posted by ROZ


On Oct. 30 I contacted TT through their customer assist. I still have not heard back from them, and it is now Nov.4. Great customer service. NOT

Posted by Roz


Worst customer support ever. Their videos are not up to date. Trying to update maps not found on my tomtom VIA1515M and the video is not for my device. My device is locked up on the start screen. Yet I look at my drive connect and it says my device is up to date, and my maps are fine. Contacted tomtom and said they would get back to me in 48 hours. That is totally unacceptable. Guess I will go out and buy a Garmin. I checked into Garmin and they actually have phone numbers for customer support. tomtom never again.

Posted by DP


Had my TomTom for some time but they only do updates on Windoze and Mac. So I have a PC just for updates. their script kiddie coders can't even do that right and it won't load. Customer support is abysmal.

Posted by Deleo


48 hours to answer a question? Nowadays? horrible

Posted by Anonymous


I would not recommend any tomtom device because of their poor customer service, or should I say no customer service. I would highly recommend Garmin products. They have great customer service, if you need it.

Posted by Erico9757


I have been trying to contact T.T. for two days and the Phone numbers DONT Work!

Posted by Paul


I wanted to update my Tom Tom 52 maps and didn't know what to do. I used CHAT at about 8PM on 11/10/2022.
I was then called by CUSTOMER TECNICAL SUPPORT on 02080904198. Someone connected to my PC and took control of the mouse. He spoke to me on my phone with an Asian accent and told me my PC drivers needed updating and it would cost over £100 (can't remember the exact amount) for a three-year upgrade. I said no but the guy tried to persuade me to upgrade, I said no and finished the call.
I then realised I first needed to install My drive connect onto my PC. This I had not done. After installing My drive connect the map upgrade when correctly.
The Technical Guy did not ask me had I installed MY DRIVE CONNECT he just wanted me to pay the money to update some drivers. I Suspect this was a fraud as the drivers for my drive connect are free, and I have lifetime upgrade on TOM TOM 52. I would like to warn other customers and the Tom Tom management about this.

Regards,

Paul Manchester

Posted by Martin


Hi..my name is Martin Doyle
Yesterday I was in touch with your company after buying one of your products (tomtom 50)..which I didn't notice had Europe only and no ireland or England maps..which seemed a bit odd...so when I was advised by your site that one of your representatives would call it all seemed very much above board..when the chap rang I told him my problem he was very nice said he would help me download the above maps onto YOUR product ..which he would need to take over my computer as this was going on he said more than once that my computer was slow ..which again seems strange as the machine is 8 months old and connected to fast broadband 150mb..wich has up to date safe software protection..when downloading the software just near the end the down load stopped..your representative said that my computer was Corrupt which ment the tomtom unit was also corrupt and he would need to clean my computer and the tomtom at a price of 100 pounds..as your representative had full control of my computer I unplugged it and told him we were going no further with this action ..so today when I brought the computer back to the supplier over the corruption which was Supposed to be affecting my machine..surprisingly there was nothing there and the machine was running perfectly..
So my conclusion is.. your company is corrupt..you sale a product cheaply then load up on the back end by telling good customers the have issues with there machines and that's we're you load the customer..which at best is a crazy way to run any business ..Specially as your a well known sat. naz. company and you ve just lost one good customer in which I ll have no problem in telling all my biker buddy's about this sham..and anyone else who will listen..as I ve been in business for 35 years..I know the difference between good business and a sham of a business...shame on you..
By the way your unit is been sent back to the supplier...i ll ask around before I buy the next one but it definitely won't be a tomtom

M

Posted by Ovidiu


Hi,
I purchased TomTom discovery, delivered in UK , when the device arrived I need to pay 49£ for shipping and customs fees, I refuse to pay and I don't pick up parcel from UPS , they tried to deliver every day in one week and I refuse every time to pick up the device, finally, they deliver to my wife, force her to pick the device, and tell her he doesn't need to pay anything after one week sends me an invoice in my name. The device is not working because after a few minutes of starting is activating a screen saver and you can't see the route. Finally, after a few months with the Support, TomTom switch the emails they can't fix my issue and right now I need to send it back to TomTom for repair and I need to pay UPS 79.72euro for shipping. My TomTom still not working and I don't recommend to anybody to buy from them.

Posted by Anonymous


You lied to me. You promised lifetime upgrades. My tomtom won't upgrade because of age. I am advising everyone I know not to buy your product.

Posted by Ryebiscus


There customer service is frustrating at best. There is nooo way to get a response. If the company is that screwed up, then maybe Thier products work the same
Guess I will have to buy a Garmin

Posted by Anonymous


Continue getting "Ooops" when trying to update. Says wifi has gone off when it hasn't.

Posted by Anonymous


always 'busy' ... nice customer support

Posted by glenfren


awful aftersales support i get nowwhere with trying to sort sat nav issues this is secound tomtom ihave bought there wont be a third

Posted by LendoesntlikeTT


The device gets hung quite a bit and when it does its really a Bear to clear it up. Each time I feel like its the end, caput, dead. but I keep working on it over & over and it comes back. its such an efort and after it comes back what do you have but a junk TT anyway. What a waste of time.
I have a TomTom XL 350 and it has a habit of getting stuck at the splash screen after an update. It will not turn off or do anything. Tried reset, reconnect to TT Home, no change.
When it is working its no better than ok. Maybe it would be a good deep sea fishing weight?

Posted by Anonymous


Do not buy Tom Tom merchandise. I'm going on vacation in a couple of days. I saw two Tom Tom gps on their
website and thought if I could get these before I leave, it would be great.
I called customer service and asked them if they would be delivered in time. The HEAVY accented operator assured me, they would be delivered in three business days.
ordered on 2/5/17 leaving on 2/11/17 checked my tracker today, 2/8/17. it said delivery not until the 15th or 16th. I'm leaving on the 11th nobody home. website says delivery in 3 business days, on or before the 10th, and the operator assured me of delivery before the 11th. So I bought one from Amazon free delivery, over night.
I called customer service. In an almost unintelligible accent, they said to receive it and send it back for a refund. I again said I'm leaving town and won't be home for many days, and somebody would steal it. they told me it was my responsibility and no money returned.
So now I'm out that cash earmarked for my vaca, and I won't get it back because they will definitely get stolen before I get back. after reading some of these comments, I'm not too surprised. I will post this EVERYWHERE!!!!!!

Posted by Anonymous


Have left message no answers. Cannot register or get this wat h to work. This is a replacement watch as the other was useless as well. Wbat is the answer? Veronica Leech 0161 439 7218. Get name Philip Carruthers then don't get any action. Wish I had bought a Garmin!!!

Posted by Anonymous


I purchased a TomTom for my wife one year ago, only now that i am using her car can i understand her complains. I have a Garmin in my car. The Garmin works 100% and does not have problems finding a GPS signal. What good is a device with you may need, which cannot find a GPS signal. I am selling the TomTom and buying my wife a Garmin.

Posted by very_frustrated


Last week MyDrive Connect updates not only ended in error but it wiped out my region's maps. Phone support said this was normal since maps need deleting before new ones can install - whatever happened to restoring to previous stable state? After FOUR hours repeatedly trying I finally got my maps back but they were a version from 5 years ago, not the new ones I bought 4 months ago. I raised yet another incident and I'm still waiting. This is really crap.

Posted by Not Amused


I have been trying to purchase an item but cannot complete the transaction online. In fact as soon as I press the "Payment" button it tells me there's a problem with my account. Four hours later, yes four hours talking to a robot in India they cannot resolve the issue and suggested I go to gmail and create another email address just so I can create a second account and start again.
To to say the problem is that the address I entered does not exist on the Canada post system, hmmm it a billion dollar world class ski resort that's been in existence for 50 years. I get parcels delivered from several online stores via Canada post, FedEx, UPS and others from all over the world.
The disturbing thing for me is that Tomtom is specializing in selling GPS navigation products but cannot find a billion dollar ski resort that's existed for 50 years plus. There are over 1000 properties, many world renowned hotels yet Tomtom cannot find it. So I ask you, do you want to rely on their products to get around ????? Garmin are looking a much better option right now, at least they want my money.

Posted by Iain Hunter


Cable connection stopped working within 1 year of purchase Go 6000, I had to buy a replacement. I then asked TOMTOm to refund my cable replacement price.

I e-mailed them my complaint, I received an acknowledgement of my e-mail so i know they got it. Someone would respond with in a few days I was promised. My e-mail was strong and firm but it contained no rudeness nor expletives.

No response received but they did deal with my complaint in a most shocking and illegal way they BLOCKED my account.

I can no longer access what I have paid for in terms of map updates, speed camera updates etc.

I cannot get any response from them.

I am very very angry

Posted by Anonymous


I have purchased a new map update for my TOMTOM ONE and it will not load onto my device. I can not find anyone to contact and have tried several recommended methods. I am fed up as this is possibly the worst customer services I have ever experienced. My recommendation to anyone reading this is do NOT BUY from this company.

Posted by Anonymous


Terrible. No email address to contact them even in respect of undelivered new orders.

Posted by Anonymous


This phone number DOES NOT WORK at least if calling from Maine (USA).

Add your review!

Posted by Anonymous


Dear Sir

Service Request DER5289153

I would like to thank you for a very efficient speedy service/repair to my satnav.

The service was excellent & your staff very helpful.

Thank you again
Mr Anthony Fryer

Posted by Anonymous


I recently required assistance from tomtom support, I had read about all the complaints but my experience was very good; no wait time, very helpful, and good follow up with an email and links. Maybe things have changed, my contact was Vishal K

Posted by Anonymous


Dear TomTom, I heard recently about your misfortunate series of events with lawsuits over the low clearance of bridges and over passes, ext. As a commercial truck driver we realize the responsibility ultimately falls on the truck driver. So don't sweat those players who don't listen or pay attention and want to blame someone else and collect money on their lack of care or attention. Anyways my reason for contacting you was in the hopes that you could partner up with or develop your own download able application for your TomTom that reads distance and warns the driver of a low clearance. All joking aside we need to dummy proof everything we can, we all make mistakes even on our good days. There is a new phone app that automatically measures distance and I,m sure they are itching to partner up with such a big name as TomTom, especially in a mission of this magnitude in the name of saving lives and insurance payoffs, lawsuits, ect. OK peace out big man. Paul Brian Carpenter at 1look2 Thanks

Posted by Anonymous


Had an issue with traffic data not connecting. Spoke to a rep who was able to resolve it for me on my initial phone call.

Posted by Anonymous


I needed assistance establishing TomTom on my new computer on September 23rd. Spoke to Melissa with customer support. She was great. I'm not a computer person but she made it easy as she walked me through the process. She followed up with an E-mail in case I should need additional help. A very good customer service and support experience.

Posted by JS


I contacted TomTom support today and had a very positive experience. The tech was very helpful and went out of his way to make sure my issue was resolved. The issue was not a fault of the product or the company. He even sent a follow-up email in case there were any further issues. I did not wait long for someone to answer...maybe 30 sec. We like the product and are satisfied. J.S.

Posted by Sally G


I am very happy with TomTom customer service. The representative was very knowledgeable and helpful.

Posted by Anonymous


I phoned on 7/19/2013 was greeted by Pablo, ref. explained my XL340 S unit was frozen, only countries, voices, time, etc would show up on my unit. Now I am very computer as they say dumb, Well you have a good employee, he was very nice, did not hurry me, corrected me where needed, all I can say is thank you Pablo, you restored my faith in phone advise and agents that give the advise.

Richard Westerman

Posted by Anonymous


My experience was handled by a very well. I was treated well and the support rep was very helpful and was able to rectify the issues in very little time. Overall very happy with the service and the GPS.

Posted by Anon


A problem on the website was promptly resolved.Wonder why this contact # is not on the website?
Any case, Outstanding service!

Posted by Anonymous


the fellow who answered my call very helpful to the point gave me some tips in case , i waited 20 seconds for this fellow to take my call, thats what I call great customer service

John Burlington Ontario

Posted by Maggie


Wonderful, the rep did a great job on fixing both, mine and my husbands GPS's after the update that I did, did not work correctly. She fixed the problem and got both working again!!!! Thanks SO MUCH!!!!

Posted by Anonymous


Excellent service. They knew exactly what to do and they were respectful and knowledgeable. Got everything done in 10 minutes. Thanks tom-tom.

Posted by Lodohert


Marian, the CSR who worked with me, was knowledgeable, courteous and efficient. She fixed my problem in no time.

Posted by Anonymous


The customer support person walked me though the problem I had with my xl live device.

Posted by DaveNewportNews


So far, and I have only had it three days, it works fine, voice is clear, responds well when I speak clearly....I do have to work on my clarity, but even in areas that I already know the traffic and short cut routes, it performs very well. Shows traffic problems in close to as possible as problems develop. It cannot predict traffic patterns, but works well on the route and corrections. If it fails, I will report.

Posted by Anonymous


I had a problem getting my map code to activate, so I had to call tech support. The lady, Ana, was very friendly and resolved my problem immediately. I was surprised there was someone there at 10:00 pm, although she was probably not in the U.S. Either way, hardly anyone ever comments on good service, they only complain when they get bad service.

Posted by John


Christmas gift Tom Tom 335 stopped working after two weeks. Customer support walked me through two

Posted by GPS lover


I've had to call technical support multiple times and always had a nice, courteous person helping me. I'd buy another in a heartbeat!

Posted by Anonymous


fast and great very pleasant. thanks

Posted by ?


Very satisfied with the customer support representative, Megan, I reached by phone. She easily guided me through the correction I needed and now my TomTom XL works for me.

Posted by soonermagic


I purchased A TOMTOM from walmart on 2/11-11 for husband as a Valentine's gift. It crashed and i took it back today and they said i couldn't exchange it because it had been longer than 15 days. What a crock!! I called tomtom and spoke with this gentleman named Jatari and he gave me the best customer service and helped me resolve the issue. Thank you! Lee Anne Cooksey

Posted by Ed H from Chicago


The service was great. The service reps knew exactly what to do to resolve my issue. They walked me through the steps I needed to take. They told me to call back if it didn't work. I did have to call back. They then figured out another alternative. I was expecting the worse but got the best service.

Posted by Anonymous


I just called the customer help line. I was only on hold about five or six minutes. I spoke to a young lady named Carrie. She was very polite, professional, and helpful. She is sending me the information I needed to my email address. I was very pleased with the results of my call and the prompt attention I received. Thank You Carrie.
Sueb 2/4/11

Posted by buddyy4


Wow - I was reading all these negative comments last night when I called their customer service number. From the comments, I figured I'd be on hold forever and never get any satisfactory help. Nothing could have been further from the truth! I spoke to Christina - she was bright, friendly and incredibly helpful. She helped me fully resolve my problems and she was, hands down, the single most helpful customer service person I have EVER dealt with.

There are currently 0 Employee Comments for TomTom.

Be the first to submit a comment from an Employee

Awards

We are proud to recognize the companies providing the best customer service each year within their industry.

Comparisons

Check out these popular comparisons of TomTom customer service versus other companies:

TomTom vs. Carbonite
TomTom vs. Garmin
TomTom vs. Google
TomTom vs. iPhone
TomTom vs. Magellan
TomTom vs. Navigon
TomTom vs. Symantec
Company Replies

Authorized representatives of TomTom can sign up to reply to any of the comments found on this page.

Sign Up | Sign In

Contact Information
Customer Support
866-486-6866

TomTom customer service phone number including steps to reach representatives, hours of operation, customer support links and more from ContactHelp.com.
Corporate Office

Locate the TomTom corporate office headquarters phone number, address and more at CorporateOfficeOwl.com.

Get Help Online

Get immediate support for your TomTom questions from HelpOwl.com.

Reviews & Ratings

View thousands of TomTom user reviews and customer ratings available at ReviewOwl.com.

TomTom Manuals
Company News
WHICH TOMTOM DEVICES WILL NO LONGER HAVE MAP SUPPORT?
Several older models of TomToms will be affected by the announcement. The increase in memory size of many of the maps is too much for some older models to process . The Dutch company has provided a list of all the models that will no longer receiveĀ ...
TomTom and STMicroelectronics to offer geolocation tools and services
STMicroelectronics and TomTom are offering a package of development geolocation tools in the STM32 Open Development Environment. The tools connect directly to TomTom Maps APIs (Application Programming Interfaces) for location, tracking andĀ ...
TomTom Runner 3, lo sportwatch vivace per il fitness |Recensione iTechmania
TomTom, l'azienda conosciuta in tutto il mondo grazie ai primi navigatori da auto, è entrata nel mercato del fitness realizzando prodotti adatti alle necessità degli sportivi. Abbiamo provato il nuovo TomTom Runner 3 ed ecco quello che è emerso. TomTom ...