Disgusted with TomToms service. What's the next step?

MrBungle · Occasional Visitor Joined: Nov 05, 2006 Posts: 21

I mentioned in a seperate thread a while ago about TomTom failing to get repaired a faulty Memory Card.

They have now had the memory card for 3 months (yes that's THREE months). Each time we phone we get the same spiel "it's being red flagged now and will be back with you shortly".

Obviously this never happens. It was lost by TomTom themselves around December 6th as they themselves admit. Since then it keeps being "red flagged" and we wait and wait. Nothing arrives and the whole routine starts again.

I have been doing this on behalf of my retired Aunt. She has written to the complaints dept. who so far have acknowledged the letter but little else.

It's bloody disgusting that something as simple as a memory card has been with them 3 months - and at NO TIME have TomTom ever written to appraise us of the situation.

It feels like we are stuck now. We have written, phoned numerous times, but as they in Holland, the next step of actually beating down their door is a no go.

I am sure everyone will agree this is unaccacceptable. In my previous post there were apologists here sticking up for TomTom, but surely even they can see that this is beyond ridiculous now.

Any advice on a next step would be appreciated. Thanks.

lbendlin · Posted: Wed Feb 07, 2007 6:57 pm Post subject:

do you have a ticket ID? We can take it up with our TomTom Contacts.
_________________
Lutz

Report Map Errors here:
TomTom/TeleAtlas NAVTEQ

NeilGP · Occasional Visitor Joined: Sep 06, 2006 Posts: 2

Hi,
I've had similar with TOMTOM and an SD-CARD.

It was sent in on the 18th Dec, it was quoted on the Service section on the website, then disappeared.

Everytime I have called I keep getting the reply "it has been escalated".
Then on the 19th Jan we were told that it was in test stage and we would hear back soon.
On the 2nd of Feb we were told that they were waiting for Logistics and call us back when they hear something.
I called today and tols to call back on Monday 12th Feb as they were still awaiting for Logistics.

The customer service is a farce and any help you can give me would be much appreciated.

The service number is DER 06121985243 for my colleage Hugh Boyle.

Many thanks
Neil :cry: :cry:

peacheycoyne · Occasional Visitor Joined: Apr 02, 2006 Posts: 40

I also think there tech' support stinks. I have contacted them on three separate issues, and have had the most ridiculous unhelpful answers back, for example, I bought the latest Western Europe map (with a promotion voucher) and had problems with it, so I sent a e-mail and the answer that came back was to re-download the map. You CAN'T download a map again once purchased TomTom. Shame because I personally think It's the best Sat Nav product out there.

ERROR · Occasional Visitor Joined: Feb 02, 2007 Posts: 12

I have drafted a letter to Ofcom regarding the problems I am having, referencing their current "Easy" advertising campaign. My experience with Tomtom is that it is anything but "Easy".

Arimus · Posted: Wed Feb 07, 2007 10:03 pm Post subject:

Ofcom?

They're not (IMHO) the right people... the advertising standards authority perhaps, ditto for trading standards but the office for communications are more for complaints about teleco's or media companies not false advertising.

UncJ · Occasional Visitor Joined: Dec 20, 2006 Posts: 12

See my thread here MrBungle, you are not alone in your disgust for their dire service! Sad

http://www.pocketgpsworld.com/modules.php?name=Forums&file=viewtopic&t=52378

ERROR · Occasional Visitor Joined: Feb 02, 2007 Posts: 12

ASA - Thats the one. Found them. Thanks. (and the others)

I've never known support like it. To take money and then say there is nothing they can do, or "thanks for your feedback" and then close the call. Unbelievable.

Eldar · Posted: Thu Feb 08, 2007 11:59 am Post subject:

We have informed TomTom about the situation.

Andy_P · Posted: Thu Feb 08, 2007 2:02 pm Post subject:

Is there anything you can do about their maddening habit of replying to any e-mail with a "stock answer" that makes no attempt to address the actual issue.
It almost seems like an automated process which flags a keyword like "map" or "POI" and then spits out a standard reply that ignores the question but reminds us how wonderful they are.
I have several examples I could quote, but I'm sure you know by experience.

Eldar · Posted: Thu Feb 08, 2007 2:33 pm Post subject:

jzerocsk · Occasional Visitor Joined: Jan 02, 2007 Posts: 33

MrBungle · Occasional Visitor Joined: Nov 05, 2006 Posts: 21

Sorry I haven't replied sooner - but NTL has been down for me for tha last 24 hours! Sad

My DER number is DER06111650838 - if anyone can help resolve this, you have no idea how grateful both myself and my aunt would be. It's not that I mind helping her. But it becomes a chore every time she calls me asking if I have heard anything. And then of course I have to go through the expense of yet another phone call!

Many thanks.

Andy_P · Posted: Thu Feb 08, 2007 5:09 pm Post subject:

You mean you want your thread back? Laughing

Now don't get me started on NTL!! :P

Hemlock · Posted: Thu Feb 08, 2007 5:38 pm Post subject:

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