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Posted: Wed Dec 12, 2007 12:48 pm Post subject: TomTom Go Classic repair
My TomTom Go (original version) which is about 3-4 years old has just expired. It would not switch on, despite re-setting, and with the charger plugged in (green light on). I suspect the Li-ion battery has failed, especially since recently it has not been holding its charge. I peeked inside to see it was a non-standard battery, so contacted www.dropvault.com who do repairs. I was quoted £36 + VAT for a replacement battery, which I though was steep, but worth it to get the unit working again. So I sent it off to them to get the following reply:
"I now have the engineers report reference your Tom Tom unit sent in for
repair.
Upon inspection it has been found that your system requires replacement
software in addition to a replacement battery.
The cost of replacing both these components is £73 + Vat, kindly advise as to your authority to conduct the repair, or not, as you deem fit."
What on earth is the software they are referring to? The TomTom software is freely available from TomTom, and my SD card is backed up,so where do they get the price from? Is this a scam?
Unfortunately, if I decline the repair I have to fork out £22 + VAT to cover the cost of the "Engineering inspection" and return postage. Have I been conned?
Joined: 11/07/2002 14:36:40 Posts: 23848 Location: Hampshire, UK
Posted: Wed Dec 12, 2007 1:22 pm Post subject:
There is no reason at all why they should need to perform any software update for you to install a replacement battery. Have you asked them to explain their reasons for this?
If they cannot give you a reasonable explanation then I would decline the repair, or at the very most authorise battery replacement only.
It's a bit late now but we would heartily recommend http://www.satnav-shop.com/ for all your repairs. Run by an ex-Tomtom employee who knows his onions. _________________ Darren Griffin
Thanks for the info. I wish I'd looked here first. I emailed them late last night asking what software needed replacing, and why the cost. I'm awaiting a reply. Maybe I should ask for a copy of their Engineer's report?
Anyway, it looks like my TomTom will be held ransom unless I pay them for their report. If I ever see my TomTom again I will try http://www.satnav-shop.com for a repair. I will report their response, if I get one.
"When your unit arrived, it would not turn on, however after supplying power
to it, it did, the objective thereafter would have resulted in a full test
of the battery, which after all was why you sent the system in.
At this stage it became evident that your system would not initiate, as in
start, a new SD was installed and the unit then initiated, at this point it
was noted that your SD card was not an original card but a backup hence the
offer to supply the new software,"
So I'm still not clear what the actual problem is. However, they have agreed to return the unit for the cost of postage. So I shall have to take it from there.
Joined: Mar 18, 2004 Posts: 789 Location: Midlands UK
Posted: Thu Dec 13, 2007 12:36 pm Post subject:
It sounds like the SD card was causing the TomTom to not power on.
Also just sounds like they have tested the battery, but was not the cause of the problem.
Posted: Sat Feb 16, 2008 12:33 am Post subject: Re: TomTom Go Classic repair
If you are going to tell a story make sure its accurate, there is nothing worse than a one sided argument.
So, if a customer sends a TT in for repair quoting a symptom and is told that the diagnosis is something different, who is accountable ?
The customer for assuming a fault ?, or the engineer for reporting the fault found, based upon repairing a 3,000+ of like units ?
The reality is your choice.
On a finer point, in this case, the unit had a corrupt SD card that was not a TT original.
john_t wrote:
My TomTom Go (original version) which is about 3-4 years old has just expired. It would not switch on, despite re-setting, and with the charger plugged in (green light on). I suspect the Li-ion battery has failed, especially since recently it has not been holding its charge. I peeked inside to see it was a non-standard battery, so contacted www.dropvault.com who do repairs. I was quoted £36 + VAT for a replacement battery, which I though was steep, but worth it to get the unit working again. So I sent it off to them to get the following reply:
"I now have the engineers report reference your Tom Tom unit sent in for
repair.
Upon inspection it has been found that your system requires replacement
software in addition to a replacement battery.
The cost of replacing both these components is £73 + Vat, kindly advise as to your authority to conduct the repair, or not, as you deem fit."
What on earth is the software they are referring to? The TomTom software is freely available from TomTom, and my SD card is backed up,so where do they get the price from? Is this a scam?
Unfortunately, if I decline the repair I have to fork out £22 + VAT to cover the cost of the "Engineering inspection" and return postage. Have I been conned?
Joined: 11/07/2002 14:36:40 Posts: 23848 Location: Hampshire, UK
Posted: Sat Feb 16, 2008 9:03 am Post subject:
Perhaps your original diagnosis may have been the cause of the misunderstanding? If your did indeed tell the customer:
Quote:
I now have the engineers report reference your Tom Tom unit sent in for repair.
Upon inspection it has been found that your system requires replacement
software in addition to a replacement battery.
The cost of replacing both these components is £73 + Vat, kindly advise as to your authority to conduct the repair, or not, as you deem fit.
Then I'd say it is hardly surprising, if the issue was as you suggest a problem with the card then why would a replacement battery be required? _________________ Darren Griffin
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I emailed them late last night asking what software needed replacing, and why the cost. I'm awaiting a reply. Maybe I should ask for a copy of their Engineer's report?
