TomTom Warranty fun and games

RobP · Occasional Visitor Joined: Oct 01, 2004 Posts: 18

The touchscreen failed on my TomTom Go (Classic) recently. After digging out the original receipt I found it was still within its warranty period (just). Great! A repair or replacement.

The UK telephone support refused to believe that my GO was still within warranty ("warranty support for all GO Classics ended January, Sir") and refused point blank to issue a RMA number so I could return the device. It wasn't until I faxed a copy of the receipt and the original warranty (proving that I had 2-year's worth of cover) before TomTom Netherlands/Belgium issued an RMA (fairly promptly. Well done!)

Posted it off using their UPS service. This was in September.

Since then...Zilch. No emails. No phone calls. UK telephone helpdesk doesn't appear to know what's happened and can't help. The only indication is that the RMA Status is now "closed" on their website. Which is kind of reassuring and worrying at the same time: is it closed as in "we've repaired your product and posted it back to you" or closed as in "case closed. no more correspondence will be entered into"? Who knows!?

RobP · Occasional Visitor Joined: Oct 01, 2004 Posts: 18

Just noticed something else from tomtom's Repairs & Service website. Under the RMA details it says:

"RMA details

RMA number: DERxxxxxxxxxxxxxxx
Status Closed
RMA Status date Oct 11 2006 05:01PM
--------------------------------------------------------------------------------
Product details

Product TomTom GO device (without SD) [H]
Replacement product TomTom GO device (without SD) [H]
Date of purchase xxxxxxxxxxx

Product TomTom ONE v1 device (Without SD) R [H]
Replacement product TomTom ONE v1 device (Without SD) R [H]
"
Now I sent them a GO Classic. So how come this is mentioning a TomTom ONE???? Surely they're not intending to send me a ONE as a replacement? Unless they send a mount as well this'll be useless.

Ho hum.

For what's its worth. The following info is probably in other posts, but if you've found this one whilst trying to find out how to get an RMA number here are the TomTom contact details I found:

TomTom Telephone "Support" (the word support used in the loosest possible way) 08451 610009

TomTom Netherlands Fax No. +31 20 85 01 072

Good luck.

Eldar · Posted: Wed Oct 18, 2006 11:14 pm Post subject:

Rob, give us your RMA number, I'll find out what's going on. Contact through PM or website.

RobP · Occasional Visitor Joined: Oct 01, 2004 Posts: 18

Solobay · Occasional Visitor Joined: Oct 24, 2006 Posts: 57

Returned Tom Tom rider with what is now becoming a common fault - dodgy cradle connections causing resets and battery failure.

No emails/contacts

Phoned support numbers and got a selection of the following responses

you'll just have to wait
nothing I can do
no you cant speak to a manager
we sent it to you
its been returned from Holland to Scotland to be fixed, Hollands too busy

current status is - according to website / support

incident is closed / open
its being fixed / its in a queue
we've returned it / we're still working on it

when quizzed re return was given a UPS number which indeed showed a unit had been returned to someone with a different surname living approximately 550 miles south of my address!!!

Eldar · Posted: Tue Oct 24, 2006 4:30 pm Post subject:

same thing - give us you RMA number

Solobay · Occasional Visitor Joined: Oct 24, 2006 Posts: 57

PM on way

see other thread on what appears to be an increasing problem

Eldar · Posted: Tue Oct 24, 2006 4:44 pm Post subject:

which one?

Solobay · Occasional Visitor Joined: Oct 24, 2006 Posts: 57

Apologies

Tom Tom Rider - increasing problem! - design issue ??

Solobay · Occasional Visitor Joined: Oct 24, 2006 Posts: 57

six weeks so far and nothing from Tom Tom,

this was their last response 11 days ago - when they claimed to have delivered it to wrong address - or maybe not as it wasn't fixed or was it?

I have escalated this issue to the logistis department.
May I apologise for the inconvenience caused.

With best regards,

The TomTom Customer Support Team

Eldar · Posted: Tue Oct 31, 2006 6:17 pm Post subject:

Solobay · Occasional Visitor Joined: Oct 24, 2006 Posts: 57

The call refered to feedback I left on the usefullness of the website and was to answer some further questions. Being in the States on holiday I responded via the website and by direct email - informing them that I'm away and they should email me any questions they had.

So the call was to do with feedback on the website and not the outstanding repair.

Eldar · Posted: Tue Oct 31, 2006 7:31 pm Post subject:

RobP · Occasional Visitor Joined: Oct 01, 2004 Posts: 18

Got A UPS delivery today - a TomTom. No emailled tracking number, nothing.

But at least I've got a TT again. It even works once I'd dug out the product codes, device codes and activation codes again.

They're probably going to hate me for this (but they should direct their hate to their customer, TomTom, for their having some of the shoddiest Customer Support I've experienced for some time). Just in case your returned TT goes wandering around Europe in its quest to be repaired, and ends up in Scotland. You might want to try your luck contacting them direct for progress on your product:

Computer Repair Centre Ltd
1 James Watt Avenue
Westwood Park
Glenrothes
Fife
KY7 4UA

There's even a phone number: 01592 719618

Remember: Don't vent your spleen on Computer Repairs Centre Ltd - they're just doing their job. Its TomTom you want to have a go at!

Eldar · Posted: Tue Oct 31, 2006 11:09 pm Post subject:

Rob, you should have received an e-mail from Jaap explaining the situation. Did you?

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