This is a copy and paste of a letter I wrote to a law firm this afternoon regarding what happened to me with TomTom...
On 8/2/2011 I bought a gps unit model Go 2535 M Live from my local Best Buy. I noticed that the battery wouldn't hold a charge about a month later and I called TomTom who gave me instructions to send it back to them. I started an RMA claim with them on 8/30/2011. I sent the unit back to them, I paid for the shipping. They sent me a confirmation email on 9/8/2011 saying they received it. I got another confirmation on 9/9/2011 that the unit was shipped out to me. I received that unit on 9/14/2011 and I tried to hook it up to my pc as is necessary in order to use it and everything worked except the Live part of the device which gives you traffic updates and weather and google and a host of other goodies. So, I call them that day and spend an hour and a half on the phone with a rep who creates another RMA based on the unit not having the Live sim card installed. I sent it back, this time at their expense. They sent me an email saying they received it on 9/22/2011. They sent it back to me on the same day. I just received it today. This is where it gets frustrating enough to contact you.....
I received the unit at 8:46 this morning and promptly hooked it up to my pc and it did not work at all. I called TomTom at 9:18am AZ time and was on the phone with them with 3 hours. During this conversation I was told that all that can be done is to send me out another unit. I told them it had been 4 weeks already that I was without my gps as it was and I didn't want to wait another 2 weeks for a unit to come back to me. I was told an expidited shipping label would be created and sent immediately (which it was) and that I should call them after dropping it off with the tracking number and he can send me a new unit without having received the old one just based on the fact that I have proof it is sent.
I knew as soon as I printed out the shipping label that he was lying because the tracking number is ON THE LABEL! which tells me there is no reason for me to call to give it to them. I also was told by Gilberto D. (a supervisor in the customer service department) that TomTom is having issues and problems with their hardware AND their software and that some of the units just don't work. I asked him to clarify that TomTom is deliberately selling a product they know doesn't work!!! He was silent. He said, "I think this one will work now." I asked him if he had a crystal ball. How does he know this next one will work? Upon hearing of these known issues I asked for a refund, he of course said that he couldn't give me one. He told me to go back to Best Buy. Of course KNOWING how long the item had been going back and forth and the fact that I had it for a month to begin with, he knew they would not take it back.
I went to the store to drop it off for return and called tomtom to give them the tracking number that they already had. I asked to speak Gilberto D. and was told I could not. I asked if I would be getting the unit shipped out today or tomorrow based on what he told me. I was told no. I was put on hold and after repeated attempts to talk to someone in charge I was told that she (the girl on the phone at that moment) talked directly to Gilberto and he told HER that "procedure needs to be followed" which means for me that I am only going to have my unit shipped out after they receive this one. He deliberately lied to me on the phone when he assured me I could call with the tracking number and he would send it out once it was confirmed that the unit I am sending them is on the way.
So, to recap: they are deliberately selling items that don't work and their CS dept. is deliberately lying to people on the phone who are trying to seek their help. If you go to tomtom.com and look at their forums section, there are hundreds of people with issues just like this all over the world. Please help me do something about this. This should not be allowed to people.
On 8/2/2011 I bought a gps unit model Go 2535 M Live from my local Best Buy. I noticed that the battery wouldn't hold a charge about a month later and I called TomTom who gave me instructions to send it back to them. I started an RMA claim with them on 8/30/2011. I sent the unit back to them, I paid for the shipping. They sent me a confirmation email on 9/8/2011 saying they received it. I got another confirmation on 9/9/2011 that the unit was shipped out to me. I received that unit on 9/14/2011 and I tried to hook it up to my pc as is necessary in order to use it and everything worked except the Live part of the device which gives you traffic updates and weather and google and a host of other goodies. So, I call them that day and spend an hour and a half on the phone with a rep who creates another RMA based on the unit not having the Live sim card installed. I sent it back, this time at their expense. They sent me an email saying they received it on 9/22/2011. They sent it back to me on the same day. I just received it today. This is where it gets frustrating enough to contact you.....
I received the unit at 8:46 this morning and promptly hooked it up to my pc and it did not work at all. I called TomTom at 9:18am AZ time and was on the phone with them with 3 hours. During this conversation I was told that all that can be done is to send me out another unit. I told them it had been 4 weeks already that I was without my gps as it was and I didn't want to wait another 2 weeks for a unit to come back to me. I was told an expidited shipping label would be created and sent immediately (which it was) and that I should call them after dropping it off with the tracking number and he can send me a new unit without having received the old one just based on the fact that I have proof it is sent.
I knew as soon as I printed out the shipping label that he was lying because the tracking number is ON THE LABEL! which tells me there is no reason for me to call to give it to them. I also was told by Gilberto D. (a supervisor in the customer service department) that TomTom is having issues and problems with their hardware AND their software and that some of the units just don't work. I asked him to clarify that TomTom is deliberately selling a product they know doesn't work!!! He was silent. He said, "I think this one will work now." I asked him if he had a crystal ball. How does he know this next one will work? Upon hearing of these known issues I asked for a refund, he of course said that he couldn't give me one. He told me to go back to Best Buy. Of course KNOWING how long the item had been going back and forth and the fact that I had it for a month to begin with, he knew they would not take it back.
I went to the store to drop it off for return and called tomtom to give them the tracking number that they already had. I asked to speak Gilberto D. and was told I could not. I asked if I would be getting the unit shipped out today or tomorrow based on what he told me. I was told no. I was put on hold and after repeated attempts to talk to someone in charge I was told that she (the girl on the phone at that moment) talked directly to Gilberto and he told HER that "procedure needs to be followed" which means for me that I am only going to have my unit shipped out after they receive this one. He deliberately lied to me on the phone when he assured me I could call with the tracking number and he would send it out once it was confirmed that the unit I am sending them is on the way.
So, to recap: they are deliberately selling items that don't work and their CS dept. is deliberately lying to people on the phone who are trying to seek their help. If you go to tomtom.com and look at their forums section, there are hundreds of people with issues just like this all over the world. Please help me do something about this. This should not be allowed to people.
