TomTom Customer Service Complaints - page 3

Deplorable support that is not thorough with information, yet short on quality. We liked the software user interface of the GPS model, but quality MUST be questioned due to just our situation. My wife and I both owned the 6" 1605TM model and between us - went through FIVE of these. The two final failures we have we're trying to deal with TomTom directly. All of what I'm mentioning doesn't even take into account the time spent with their support, NOR the time we've been without the use of our devices, which we both use DAILY for just the traffic feature alone. As a resolution - they proposed we pay them TWICE (each) for a working device by offering us a lousy 25% off purchasing second units. Our more reasonable resolution was return our models, or basically, exchange for a different, comparable model and pay the difference of suggested manufacturer pricing. They refuse to recognize the hardware failure issues they have, and refuse to fairly deal with us. If we can't meet an reasonable resolution, which I suspect we wont - we of course will switch GPS manufacturers. So even now - we could not, in good conscious recommend or even suggest TomTom for neither hardware or their support.

Why does it take an hour to update the sim card? Only for the software going into a never ending loop of transferring the card from the inbuilt Mazda Nav Sys NB1 from computer to car!

DONT BUY A TOM TOM!! I order a map download. I install it and it crashes my Tom Tom. I call for support and get a weeks long run around. Finally I ask for a refund. No refund/ exceeded the 30 days. No refund, and a dead Tom Tom. But a coupon for a discount on a new one. I just bought a Garmin instead. Don't buy from this company.

I have ordered your special maps for $74.95 I tried to down load and it noted that I have not enough space on the unit. What can I do to down load with out buying a larger capacity chip? I only need the west coast of the US/Canada.I have the TomTom one Thanks, Heinz

I've used a TOM Tom GPS for years. My only negative comments:it takes constant up dates that cost money.
The "small town" directions are not accurate, it can not pin point my address?
Positive: The "extra" information on display are a comfort while driving in unfamiliar areas of the country.
I don't know how you plan on competing with cell phone map applications? They give very good information also. So upgrading or replacing my TOMTOM will take some big changes.

I purchased a new TomTom Start 50M that has up to date map version 945.6174 that is not actually up to date with correct destination addresses, speed limits, road improvements, closed roads or dead ends.

Have been on the TomTom discussion forum for a week with nothing more than suggestions that do not resolve the map issues.

Discussion moderator Zsoit is an arrogant fellow that blames inaccurate maps on the customer for not taking time and fuel expenses to send in corrections. It is not the users responsibility to work free for TomTom.

Phone customer support is the same loop of useless information. The support people I talked with were nice on the phone, but used sloppy English that was difficult to understand.

I bough a TomTom GO 50, and it doesn't work. I don't have an Iphone and didn't notice the note that said "Made for Iphone" on the package. I didn't know there were different versions.

The customer service of Tomtom was rude and it felt like they were 'taking the michael'

i first purchased a tomtom 2505 with lifetime maps and traffic and was pleased with its features and performance, although it struggled from time to time with signal aquisition.
Recently tomtom updated its maps and they are now too large to fit into the 2505. tomtom expects me to load maps in zones, which is impractical as you would have to carry a laptop with you while on a driving trip. the unit is only 3 years old and they refuse to offer a reasonable trade in towards a new unit. In trying out a newer tomtom as a possible replacement and comparing it against a new garmin, tomtom is even more dissapointing. tom tom is showing much poorer gps signal aquisition, poorer voice recognition, poorer POIs (it cannot find a police or fire station in canada's largest city which is precisely when you would need good information in an emergency). the only thing tomtom does better is show you the option to select toll roads or not when planning a route. other than that i find the tomtom via far inferior. even the tom tom GO series requires you to pair it with a smartphone for traffic updates; i might as well just use the MAPS function in my iphone if i need to use its data for the tomtom. the garmin even pops up suggestions where to park when arriving at a location in the downtown core. sorry tomtom, you have lost your way.
In customer service, tomtom refused to accept the limitation of the product they sold me, refused to accept that they purposely obsoleted it, refused to offer a reasonable trade in. and kept replying with pre-canned answers that avoided answering the specific problem. plus it was impossible to escalate to someone of authority.

bought tom tom 25 with life time updates on q v c tried to register for up dates every time qvc document not good enough .no way to contact them .must be the worst sat nav company in the world sending it back .p.s. paper work said 30 days to register email said I had only 14 days wish I had never heard of them

I connected my older model TomTom to my new computer to make some update. It appeared to do all it was supposed to until just the last moment of installing when it stopped and would go no further. Now it appears the "updating" wiped out all the maps in the Tom Tom device!!! Finally got a service tech - in India - he cant help, wants to connect me to another guy who will take control of my computer....my son has a canniption about this...I cannot get any direct phone connection to Tom Tom co. to ask how secure their Tech Service in India is....What a disgraceful set up...this is going on two days now. Tom Tom...never again.

Dear Customer Service

I am very disappointed by your answers as most of the questions where not answered or answered partially only.So i will repeat them:
1.Why i HAVE to select a map zone,if i paid for a product which includes the whole map update?
I can very well understand they don't fit on the device however this must have a solution,the simplest one i agree it is the trick with the map zones,which would be fine for me,if i would be able to select one by one the countries needed,so i can make-it to fit on to the device,but unfortunately none of the zones are the ones entirely required,so i am expecting your company to make this available,soon,as other people have same issues as me as well,and i mentioned previously ,which countries i don't need,so if i would be able to remove those,the maps would fit easily. I am sure the is a solution to this.
2.Can you confirm the maps newly purchased include the Channel Tunnel on them?
3.Why the Live function works so badly when you are inside of the traffic jam's and you needed most?

Please reply promptly for the questions mentioned.
Regards.

Hi, I have a TOMTOM 5150 for 2 months. So far I have had just problems. Every time Waiting for a valid GPS signal?!!!! In the midle of London this message it is the least what you whant to see! And it is not all! In the last 2 days it gets restarting without my permission! I don't recomande at all TOMTOM to any one! I had before 2 other TOMTOM and they had problems as well! It is the worst sat nav ever!I want my money back! without excuses!!!!!!!!!!!!!!!

Recently bought a Tom-Tom XL2 as the website said it did itinerary planning......it doesn't. Their website is wrong. They were supremely unhelpful in resolving my issue. When I asked the simple question "tell me which devices have itinerary planning" they simply kept referring me to their website which they'd already admitted was wrong.

You keep sending me emails trying to get me to renew my map subscription. The updates unfortunately are no longer "updates" as there are many roads round Lancashire that have been there for a few years but are not reflected in the updates.

My self and my husband have been trying to update our TOMTOM without success, no matter what website of TOMTOM we open all we get is questions and spam coming into the program, all we want to do is update the TOM TOM asap, we have had it for less than a year, it is great but getting behind with streets etc.

Please make it simple.


Regards Rose

No Maps Found!!! Everytime I Try To Add An Update It Ends With No Maps Found!! And When I Reconnect It Says My Tomtom Is Up To Date?? ? I Have Seen M A N Y Reports Of This And As Of The Last Two Years Have Not Seen Any Willingness To Fix The Problem On You Servers(and It Is!! Your Servers).

Perhaps We Should All Unite In A Class Action Against Tomtom My Tomtom Is A Via 1400 With Free Updates

I am so disgusted with my purchase of the TomTom XXL 540 M!

The help I received in July 2014 was sufficient to get me started, having never used a GPS device, but
now I regret the purchase. I am having trouble with an error in the map. All maps are up to date after
using Home but it did not help. There is an address in Pinellas Park, FL which according to my TOMTOM is
not a valid address. This is my first attempt to set a route. The address and street have been there for
over 50 years and when a friend took me to the address It surely was there as I was told.

I have tried to contact your customer support and both times I was told they would have to call me back
due to phone problems and it would be no more than 1 minute before I would be called. Nobody called me hours later.
I tried to use your website to attempt to correct the error but not being an IT trained person, I found
it impossible to accomplish anything.

This is one the worst purchases I have ever made. I would dispose of the unit if I could sell it. This
was wasted money. I will never be able to use the product with any confidence. It is too complicated and
support is terrible.

Richard Keller

just bought a new one on using learn the map is outdated to install updated map requires me to buy a memory card as TT updated the map but made it too big to go on the device without their unsuspecting customers having to buy and install an extra memory card
they have known about the problem for sometime and have made no m ove to fix

this Tom Tom was fine until I tried to update the map. after several calls to tech support and following their instructions I have nothing left on my Tom tom. I am making one last attempt. I believe Tomtom is screwing people over because downloading maps seems to be a common problem. I have spent countless hours trying to get a map, had a trip with all kinds of problems because I couldn't use my tomtom and to top it off my credit card has been charged for a map I didn't get.

I have requested that TomTom not send any more emails trying to sell me maps and offering free updates. In June 2014, I received a message to update my TomTom maps. I downloaded as requested and it wouldn't work. Even after many tries with several TomTom technicians, they could not get it to work and basically said there was nothing they could do. I now have a TomTom that is useless. I intend to buy a Garmin soon. I am deeply disappointed in TomTom and will not do business with them in the future.

Don't buy any "lifetime maps" products from TomTom. They will not honor any updates unless you pay for them each time. Their website is awful and is almost impossible to navigate - keeps sending you back to same place. You cannot contact them by phone either. Go buy a Garmin or some other product. This company is worthless. Everyone in management should be fired.

Your Tomtom's Sucks Along With Your Tech Support!!! Can't Find A Phone Number To Call,guess You Don't Want To Hear How Bad Your Devices Work!! I Will Be Going To Another Brand Since You Can't Stand Behind Your Devices!!! I Have Try To Email With No Answer And I Have 2 Tomtom's And Either One Works!! Both Shut Down And Will Not Come Back On, Don't See You Staying In Business For Long!!!

Never saw anything take so long to download, simple update of map and I waited over an hour to tell me there isn't enough memory. Moved stuff over to my computer and still an hour to update a U.S./Canadian map. Not worth my time, absolutely ridiculous

TomTom customer support is non-existent. Product serial numbers are not explicitly identified on their products and, when eventually found and used, do not link to any information or further contacts. All I want to do is send them a simple email enquiry about two GPS units that I own and appropriate software to use on one PC.
They are a thoroughly incompetent, complacent organisation - perhaps because the actual GPS unit itself is pretty good.