Will never buy a TomTom again ! BBC Watchdog anyone ???

Tadger · Occasional Visitor Joined: Feb 07, 2006 Posts: 10

Basically I've now been without my TomTom One for almost 2 months now.... and to cut a long story short my experience with TomTom customer service has been the worst ever !!

So while I sit here, still without my device, and with no guarentee of when I will receive it I'm thinking I should get on to BBC watchdog so as to highlight to other potential customers about how bad the customer service can be...

So anyone else want to join the crusade ?? Let me know and if there's enough of you send me the details and I'll put something together....

chriiiiiiiis · Occasional Visitor Joined: Jul 28, 2006 Posts: 4

My experiences with TomTom customer support have always been great. Must be just you.

gotom · Occasional Visitor Joined: Nov 28, 2004 Posts: 20

I am personally very happy with my Tom Tom Go having previously upgraded twice and therefore consider myself a loyal customer.

However, I do think that the whole debacle with launching the RDS-TMC receiver that doesn't work for the majority of purchasers is something that consumers should be complaining about.

I've sent an email to the BBC Watchdog show already and if others do too then maybe we might see some action from Tom Tom. After all the product has been officially available in the UK for a month now with no signs from Tom Tom via their website that there is a problem with it or that they are offering any support for customers who have purchased one.

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

Three months without unit - not happy
Levels of service marked out of ten - zero as in no service at all

shauneco · Posted: Fri Dec 08, 2006 9:58 am Post subject:

Why not try emailing them again? Also if they dont reply by email why not just phone TomTom Support?. Many company's never respond by email and TomTom support must recieve millions of them every day. I'm sure they just miss the odd one.

RDS · Regular Visitor Joined: Jul 09, 2006 Posts: 242

Consumer programs will only get involved if there have been widespread major problems and it is deemed interesting enough.

I suspect although there have been reported issues with mounts, TMC receivers, etc Tom Tom has appeared to be making an effort to resolve them, and in the case of the droopy mounts has done so effectively.

Despite unhappy people on here I would imagine that with the quantity of units sold they may be in a v.small minority. It's probably true that most people who have a GPS don't bother to read or contribute to message boards, they might not even know they exist. Also it's a fact that those who are unhappy shout about it, those that aren't don't. Look at the percentage of complaining posts compared to all others on just this forum alone. They form a very small part.

So, while any problem is important to the person experiencing it, problems with Tom Tom units aren't probably out of the ordinary. They are just magnified on a forum like this.

Andy_P · Posted: Fri Dec 08, 2006 11:27 am Post subject:

LesP2008 · Posted: Fri Dec 08, 2006 2:41 pm Post subject:

Save your breath everybody, i know a member of the watchdog team, at the time they were investigating a scam called the money tree. A nice guy but believe me the whole team are just flat chat when it comes to stories, so unless this is a case of the customer getting fleeced then i don't think they will even look at it. BUT, i could be wrong, i could tell you the guy to contact but he would rip my head off. Laughing

trog100 · Regular Visitor Joined: Sep 15, 2006 Posts: 195

so we have two guys with genuine complaints and three leaping to the defense of tomtom.. not bad out of a total of about five posts..

i dont see any valid reason for people being without a unit for two or three months.. its shouldnt happen period..

we can assume that something like 95% of the units dont go wrong.. most people dont need the service.. its what happens to the unlucky but inevitable small percentage of units that do go wrong and need the service that matters..

the fact the majority are happy really has nothing to do with it.. they are bound to be..

trog

trog100 · Regular Visitor Joined: Sep 15, 2006 Posts: 195

lack of edit..

when i read "we can take five weeks to deliver" on tomtoms website.. that tells me something about them..

it seems they can also take three months to fix your busted unit..

trog

davideo0 · Lifetime Member Joined: Oct 17, 2005 Posts: 20

davideo0 · Lifetime Member Joined: Oct 17, 2005 Posts: 20

Damn this lack of EDIT facilities.
My sympathies should of course have been with 'Tadger' not Trog.
_________________
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TTG 700, Firmware ver 6.520 (7690/061002),GPS v1.21, Boot 4.86, OS:1387,Map: Western Europe v660 , Tripmaster 1.6d, Offroad Navigator v1.5a, External antenna, External microphone, Motorola V3, Orange PAYG

RDS · Regular Visitor Joined: Jul 09, 2006 Posts: 242

trog100 · Regular Visitor Joined: Sep 15, 2006 Posts: 195

yes i know.. but these things "electronic gadgets" are sold with known failure or return rates..

lets just pull a figure out of the air.. lets say 2% are expected to fail.. lets say for definite 2% of buyers are gonna be unlucky..

making decent provisions for the 2% "lemons" should be an expected part of the selling procedure.. they know there are gonna be X% lemons.. its cheaper to sell this way than check every unit..

now here come my main point.. if the 98% who dont get a lemon are the only ones that matter it enbables and encourages the seller to get a way with not making adequiate provison for the 2% of unlucky punters..

the 98" happy punters really dont count.. its the way the deliberately created 2% are treated that matters..

things like "we can take five weeks to deliver" really does show an arrogance and lack of customer respect that is over the top.. so does taking three months to fix a busted unit.. he he

in fact if the job isnt done within a month.. as a mark of respect tomtom should send out a new unit by way of compensation to the customer.. as for three months.. well i just cant quite imagine how.. except they dont give a wots-it

trog

trog100 · Regular Visitor Joined: Sep 15, 2006 Posts: 195

lack of edit..

i am one of the 98% by the way.. my unit works.. but i know sometimes i wont be soo lucky.. in fact sometimes i havnt been..

its getting all too comon with big e-tailers and the likes.. super fully automated sytems to sell u things but god help u if/when it goes wrong.. there are no "human" beings around to deal with your problem..

we really should care about the minority of unlucky buyers.. not echoe the fan-boy tomtom is wonderfull mantra..

for some.. tomtom really aint so wonderfull..

trog

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