TomTom

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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

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

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

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 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

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