TomTom Customer Service Complaints - page 2

TomTom...when it is good, it is very very good but when it is bad the service is horrid. Clunky software, no abort button during downloading, curious software routines, arrogant moderators on their forums, some customer support dismal, others OK. Communication almost non-existent, no support during evenings or weekends when most people will require support....likely to blame customers & their computer set-up for downloading problems..... dismal company really..........

Phone and email support is far below professional with long waits and few resolutions.

Help forum is not user friendly manned by volunteers that are rude and mostly refer questions to support.

I have bought their units for years and I do not update because its always more money more money. I will not every buy another unit. Getting in touch with tomtom is a nite mare and it has a worthless track record for me now.

I love my TomTom but it is maddening and aggravating that Customer Support has no Email address.
The TomTom website is most complicated, confusing, time wasting and annoying site that
I think I have ever come across.
Can't TomTom people understand that not all questions come under their convenient list?

I have been on hold for over an hour trying to speak with a rep. I have had TomTom on my iPhone for about 5 years. I had traffic for awhile but let it lapse. I tried to re-up for the $1/mo. My email and password has changed over the years and an no longer buy anything thru the site. I have contacted TomTom by email and was assured I could reset my password. Tried that a few times and get sent back to square 1. This is my last attempt before I go, reluctantly to a competitor.
Also tried texting.

I am very disappointed in Tom Tom GPS, while on vacation it routed us the wrong way many times, kept telling us to turn to soon, on tine it kept telling un to turn left over and over getting us frustrated, I told my wife to turn the stupid thing off I know where i'm supposed to go, not where it had us routed, I hope I never have to use it again

I paid for an upgrade on my map service and it was never added to my TomTom. There is no way I can reach the Customer Service Dept because there is never a phone # to call. I can't log in as it says I'm already listed - under 2 different email addresses - and even though I write all my passwords down it will not let me in. Won't allow me to request a new password so I'm pretty much locked out!!!! This is crap. Just another way to rip people off. The product has worked great for me but I don't want to have to pay for a whole new product as I've downloaded Australia and have USA already. Can't afford to repay for these! I would not recommend dealing with this company. A big fat ZERO for customer support!!!!!!!!

Please connect me at with a non-mechanical voice. If not home leave a real number in which I can speak with a person. Your up-date web-sit does not provide an access to allow me to ask/direct questions for positive result to the problems that I am having.

I do like your product, but your service to individuals without a lot of tech knowledge is very poor on your part. If you do not want my participation in future products, so be it. Your part is to make a extensive effort to assist me, or I will go elsewhere.



Dennis Gilmore

When based is Holland, the customers service was excellent. Time to get calls answered and problem solving was efficient and concise. The situation now is beyond a joke. Holding time is around 20 minutes which is not great, the language barrier is frustrating and a total lack of real world usage/practical experience of the customer services reps makes the whole experience frustrating. You used to be so good.....

Horrible. My boss gave me one, and I've tried to upgrade it to new maps several times, on several computers, Mac and Windows. I am pretty pissed right now. And I can't seem to contact anyone to help resolve my issue.

TomTom performance was mixed. Most times, the directions were okay, but sometimes, it chose really weird ways to go that were longer and needlessly complex. The thing that really turned me off was, the one time I really needed it - a convention in a city where I didn't know my way around, I got two updates for the GPS -- and it totally stopped working. I tried to call TomTom (it was Saturday) and they had closed. I was forced to use Google.com, copy written directions, and then feel my way to the destination. Later, I used my iPhone and an free app called Waze. My phone worked MUCH BETTER than TomTom ever did. Today, when I returned, I called support before I would throw this POS into the trash. The support woman told me an easy way to reset the device -- which should have been on their help page!! -- it would have saved me a lot of stress. If I ever get another GPS, I guarantee it will NOT be TomTom. So the problem was resolve -- but two days too late for it to really help. I gave it a '3' below, ONLY because the problem was fixed quickly once I got help; but like I said, when I needed it most, it was just a paperweight with a cord hanging from it.

poor to respond to email. Poor support knowledge of the system. I don't believe them when they say the return was not received by them until 11 days after it had been posted. seem to make it up as they go along. Product has "known issues" that they don't know how to fix.

I have gone around in circles just to pay for my map update it says choose your payment ie Visa but no one is home. Over an hour now for what I thought would be simple spending my money.
Terry Hall

The worst service I've experienced so far. Payed for a map that I never got. I sent immediately a request for a refund as I was traveling next day and didn't need that map anymore. I got an automatic reply few days later saying that I will be contacted by the custom service. When I came back from holidays (2 weeks later), I called them (was hard to get someone over the phone) and they refused to refund b/c my request went (I don't know how) to a public relations dpt and thus, they did not get my refund request on time (14 days after the purchase). And, I still did not get the map I payed for..

Although Ive been using these devices for years and they are generally good quality products, they really are a truly awful company. The web site is lamentable and fails in almost all respects. The customer service is worse to none existent. They never act on quite essential map alteration information and take no interest in feedback designed to offer helpful suggestions for product improvement. My current device has barely enough capacity for a simple package of maps and no spare room for upgrades. I have a number of expensive map packages held on a remote account that requires me to load and unload periodically. The uploading of data takes hours and even days often resulting in corruptions. They offer no other suggestion for uploading data. Most importantly they simply could not care less. Their smug, arrogant complacency will get what it deserves in the end I am sure. I would not buy another TomTom device on principle. We should vote with our cheque books.

Hi i had a tom tom go live and everything was fine with lifetime maps Etc until i purchased a tom tom rider i registered it as soon as i bought it but think i used the email my go live was registered on i haven't used it much but i noticed the FREE lifetime maps are not updating i got in touch with tom tom customer support this isn't easy thing to do kept going round in circles eventually they replied and i was told i didn't register it within 30 days of the purchase date but i did now I'm left with a 2 expensive bits of kit i have to pay to update should have stayed with GARMIN

I just lost all my maps. This problem has been around on and off since I purchased my TomTom about one year ago. You would have though they would have sorted this out by now!!!!. I think this company is run by stupid idiots or common thieves.

I will never buy their products again - no matter what.

Bought map of Europe 2 days later 4 hours in front of my computer and the map has still not donloaded I am disgusted paid R2000 for the device R514 to purchase maps and yes a micto sd card as well and nothing works. And no idea how to get this sorted.

Archaic interface, absurd download time for free lifetime maps. Never again TomTom

TomTom should look up the definition of "Customer Service" as they are the furthest from having any knowledge of the meaning!! 3 1/2 weeks of trying to resolve issues with a new GPS STart45. One call was 5 hours of downloading, un-installing, re-installing, only to come to the same conclusion......the device does NOT work!

This GPS was a gift along with a trip to Italy for my parents 50th wedding anniversary. As the device only comes with Canada/US maps, I subsequently purchased a Europe Map at about the same cost as the GPS only for my parents to arrive in Italy, turn on the GPS and have the Canada Map showing. It took me several days to obtain any assistance from TomTom and when I finally did, they told me that "you need to change the maps as the device does not know you are in Europe" ????? Make sense to anybody out there? I thought the whole idea behind a GPS was that it tracks your location??!! Very dissatisfied with the whole situation from the day I purchased the device.

I have tried calling customer service twice so far. On hold for 30 minutes each time, then disconnected. Calling because they sent me an email with an advertised price to update my maps. When I click on the link, the price on the forum is higher than what is in the email. There is no expiration date on the price. Also, I just received the email 2 days ago.

Because of this very poor experience, I do not recommend TomTom.

Why should I spend money on a NEW Tom-Tom GPS with lifetime maps, when I purchased one a few years ago with "lifetime maps"....ha ha ha....that's a joke. I will NOT spend my money on a company that doesn't honor their promises. I would rather get a road map and go back to the old way....because now days, who can you believe? "NOBODY", that's the answer.

Tomtom is horrible. I will never use their products again. My gps cannot find itself. Tried update and gps fix 5 times. It will not work. Your customer service people are brain dead idiots. You got me once tomtom....NEVER AGAIN.

purchased a tom tom start 60 just over a year ago.it has now ceased working.contacted tom tom and spoke to an advisor who spoke English worse than a chimpanzee,no help whatsoever and said they would repair it for £105 so told em to stuff it.crap company never buy their product.

I bought a TomTom VIA 1605 TM only 6 months ago and it already has stopped working (screen remains black). The GPS has been in the car day & night, no accidents.

Someone with knowledge of car GPSs said that the heat sensor in the GPS had probably burned through because of the heat here of Southern California(I had no idea that it had one!).

If that is the case, I can't be the only one, and TomTom should put a warning on its website that this might happen.

As it is I will return to Garmin. Their customer Service has at least e-mail. Not like TomTom.