Customer Service

[Unsatisfiedtomtomcustomer]

Customer (Keith Bennett) 06/02/2008 04:53 PM
Ok here it is june 2 2008 and I placed my order on 5/5/2008 yup ups lost my shipment yup tomtom put a tracer on it since it was lost in shipping. Would of thought since it was then put into tomtoms hands and ups and out of the customers control tomtom would of taken care of the customer and shipped the order paid for to the customer but NOPE. Your company says the heck with the customer and until the lost unit is found or paid for by ups MR CUSTOMER YOUR LAST and least of our worries and we are going to worry about our 200 retail mechandise that is lost that I the customer no longer has anything to do with. Ya would think while tomtom worked out with ups they would take care of the customer that paid upfront for merchandise almost 30 days ago that is costing the customer revenue by not being able to navigate on a appointment to appointment schedule unknown until the appointments are assigned or given and can be seen and then service them can not take the time to pull over some where get directions and continue ya know something a gps navagation might be good for. Instead I HAVE BEEN LIED TO AND MISLEAD 4 TIMES. 2 BY SSD AND 2 BY THE INTIAL CONTACT CUSTOMER SERVICE. More delays more tell the customer to pacify him for a couple days or week or 2 in delays and lies. Tomtom can not even iniciate a phone call to said customer to inform them of the status of the delivery of the product just gives false info and delays and can not even call me direct just let me continue to call back and take up to 3 to 4 hours of being put on hold and more lame excuses why they will NOT TAKE CARE OF THE CUSTOMER. Why on gods earth would your company not issue me my product that I have paid for do you not trust UPS to pay or find the lost unit. I have had similar issues with Ups over my years in business and they have always ALWAYS reconciled the problem. They do not deney they lost it. Your company knows that for a fact once you put a tracer on the lost shipment the customer is taken out of the factor. To tell the customer that until your company gets paid or the lost shipment is found and returned, I can sit on my thumb and rotate till hell freezes over and I am your companys last concern. Let me tell you enjoy the 200 Dollars I spent on products never received. Because unless your company really does something spectactular, I WILL MAKE SURE IT COSTS YOUR COMPANY WAY MORE THAN THE 200 I SPENT AND RECEIVED NO GOODS FOR. Guess your company does not comprehend kiss ie keep it simple and satified. Simple would have been the second your company put a tracer on the lost shipment to have the brains to take care of the customer and ship out the products they paid for again. BUT NOPE you guys decided lets lie to the customer, mislead, drag your feet and not give one care in the world of mr customer on this one. I see at least 30 businesses a day. Times that by at least 5 days thats 150 a week and on average 600 a month. SO 12 months times 600 people a month minimum will hear the facts that have happened to me about your wonderfull 200 dollars worth of product you will not deliver or even refund my money. ok so let me keep it simple 7200 people if given the chance I will share my story about my navigation gps unit that is LOST AND THE COMPANY TOMTOM WILL NOT DOING ANYTHING TO CORRECT IT IN A APPROPIATE MANNER OF TIME. Also each person that is aware of such bad customer care usually tells at least 10 to 20 more people so that at least 72000 people my facts and issue will be heard at the least. Because at the very least the companys I contact have any where from 5 to hundreds of employees. Continue on with this great product you are suppose to have. BECAUSE obviously you will make sure it takes as long as possible to take care of me mr customer. Now again as I have requested on the phone return my money or deliver the product today. Is it really that hard. Notice no one had curtiousy to reply to my last 2 emails and probably will not this one either keep on proving me right all phone conversations have been recorded as well as all documentation. Least do me a favor and reply with facts at least so I can laugh at your practices and company policy sure to not take care of me mr customer.

Customer (Keith Bennett) 05/29/2008 10:04 AM
ok now its been 24 days since I paid for my unit and still nothing has been delivered to me. Also you didnt have the proper
customer service to even respond to my last update. Can someone
please explain why I do not have my unit and the case I ordered.
Is it really that hard to resolve this situation in 24 days is it?. Obvious answer it is not hard to do it and not have a totally unsatisfied customer. This situation was so simple and
part of doing business and now gone far beyond reasenable time to
resolve it. UPS HAS YOUR TRACER ON THE ORIGINAL SHIPMENT that shipment is now between you and UPS to resolve. Now its back to
you to ship my order and deliver the products and items I have paid for and I really do not think its unreasonable to ship it overnight and no more cost to me or upgrade my unit.



Response (ST Patrick H) 05/22/2008 11:47 AM
Dear Keith,

Thank you for responding. We are happy to address your concerns about the status of your order.

We have contacted UPS about this issue and are awaiting the results of their investigation before we can take any further action. The tracking information for this shipment is: 1Z 696 5XF 42 1014 147 7. UPS has issued the following claim number for this package: 9047196501A.

Once we have a confirmed status of this package from UPS we will be able to take the appropriate steps. We have all of your contact information and so does UPS. You will be contacted immediately when there is any change in the status of this package.

If you have any further questions or comments, please email or call us at 866-486-6866 Monday through Friday, 8:30 AM until 7:00 PM EST. Thanks again for writing. At TomTom we believe in showing you the way the easy way.

With Best Regards,

Patrick

The TomTom Customer Support Team

Customer (Keith Bennett) 05/21/2008 06:16 PM
ATTN MANAGEMENT.

Now this tops it all off. I got a promise from your rep on saturday I WOULD receive a phone call from your SSD department. Its Wedsday still no call look at this ref number 080517-003116. No
one has had contact with me via phone. Oh I did call during my working hours and got put on hold for an hour and a half waiting for SSD. I have a family issue at home and I call and get told how many customers you have and I will just have to patient while your company investigates it. Its simple I was lied to on Saturday, IE no phone call. Had several customer service reps try to dassle me with sugar coating excuses. Now its really simple do a tracer on the unit you shipped via ups and its then in your hands if ups finds the package, they informed me you have to authorize it to be delivered to me. So that leaves the lost shipment between you and UPS. Now its time to take care of the customer ME and ship my order asap at no more cost or inconvienence or delay to me. Why something so simple is taking up to 3 weeks now is outragous and again your customer service leaves alot to be desired. Also if your customer rep looked up my name before replying to last mail they would of known it was not waiting for my pick up that we physically tried twice to do. The statement from ups on the delivery was also false and if anyone took the time to call ups direct as I did they would have said that it was lost and it was in a incident status. Now again lets review how simple it is. The original package shipped is lost it was on you once notified to iniciate a tracer. Once that occured it was even more simple since it was out of my hands to take of the customer naming ME by shipping another order to me asap. Problem solved right? no reps continue to snow me with excuses and a ssd office I cant be put on hold for hours while im in working hours. Also no one has the curtousy to call me so I dont have the wait as promised. Please do the right thing for your customer. From what I HAVE heard you have a great product. I expect a person of authority to handle this immediatly and have not more excuses and just appropiate action.

Response (ST Darlene) 05/19/2008 05:49 PM
Dear Keith,

Thank you for taking the time to contact TomTom Support regarding trace for package. It is our goal to provide you with an exceptional customer experience. We are always happy to help.

When checking your tracking number in UPS, we see a message that you have been contacted and will pick the package up at a UPS location.

Your may view this message from the link below:

http://www.ups.com

Tracking number to enter there is 1Z 696 5XF 42 1014 147 7

Ups states they have left you a message for pick up at your local office.

We hope this information helps. If you have any further questions or comments, please e-mail or call us at 866-486-6866 Monday through Friday, 8:30 AM until 7:00 PM EST. Thanks again for writing. At TomTom we believe in showing you the way the easy way.

With Best Regards,

Darlene,
and The TomTom Customer Support Team

Customer (Keith Bennett) 05/18/2008 07:40 PM
I have talked with ups they say once you start the tracer on the lost unit that one is in your control and can not be shipped to me if they find it again. It was never in my posessession. Therefore please start the tracer on the previous shipped and if they do not find it they will be liable or cost of the orig shipped tomtom and leather carrying case. PLEASE ship my unit and the leather bag as soon as possible please I am in dire need of it for the work I DO. I have also been in direct contact with your company reps over the weekend on this matter.

 

[Net Prophet]

It appears you too upset...

It appears that you are too upset to understand the UPS claims policy. I have copied and pasted the information available on the UPS website. And, I highlighted a couple bits you might want to pay close attention to...

Lost Package Claims Process

Lost Packages

If a package is not delivered, UPS can help by performing a search to locate your package. If the package cannot be found, the shipper can file a claim up to the declared value of the package contents.

The steps in a lost package claim are as follows:


1. Lost Package Reported
Shippers and receivers can report a lost package on UPS.com. Shippers are encouraged to report the lost package because claim notification letters are not sent to receivers.

In order to be considered lost, a package must be undelivered 24 hours after the expected delivery date and time. A report cannot be made until then.

Once you report a lost package, you can check the status of your report online. Contact UPS if you have any questions or concerns.

Note: Loss can only be reported online for packages that have an origination and destination within the United States. To report loss for international packages, contact UPS.


Report a Lost Package
Check Claim Status
Contact UPS


2. UPS Package Search
UPS will conduct a complete investigation to locate the package. The investigation may include a search of our shipping system and operation centers, or calls to recipients or shippers.

The UPS search process usually takes seven to 10 business days.




3. Claim Authorized
If UPS is unable to locate the missing package, a Damage/Loss Notification claim letter will be mailed or faxed to the shipper; UPS will not send claim letters to a receiver If UPS locates the package, the claim will not be approved, delivery information will be sent to the shipper of record, and the reporting process will end.





4. UPS Reviews Documents
It is essential that the shipper supplies UPS with documentation that shows the lesser of the actual purchase cost or replacement cost, up to the declared value, as requested in the Damage/Loss Notification claim letter. Requested documentation may include original invoices, purchase orders, proof of shipment, or other information required by UPS.

UPS will:

Determine what, if any, value was declared for the contents of the package
Verify that the product falls within the guidelines of the UPS terms or contract with the shipper

UPS mailing address and fax number information are provided in the Damage/Loss Notification claim letter. Instructions are also provided on how to submit your documentation to UPS online.



5. Claim Paid
Once a claim has been approved, the payment will be processed. UPS will pay the lesser of purchase or replacement costs, up to the declared value. Typically, claim checks are mailed to the shipper's billing address on file three to five business days after UPS receives the required documentation.

In the event the claim is not approved for payment, UPS will contact the shipper.

Note: All claims are subject to the terms of the UPS Tariff/Terms and Conditions of Service.

What this means that until a check is created by UPS most businesses will not ship you a replacement product. This is not unusual, or an unfair practice. It is understandable that you are currently without what you paid for and rightly upset. But, no amount of ranting and raving will get you your way on this one. If you really want to be upset, I'd be upset at UPS for making the process take so long.

Just my two cents.

 

[mandh]

Lost Package

If you purchased by credit card, why not contact your credit card company and explain to them what has happened. They will probably cancel the charge so there is no expense to you.

 

[cputrdoc]

I can see what he's getting at, though. To satisfy the customer, TomTom could just send another unit, and deal with UPS on the side. The probability that the customer is hoarding the unit is usually low, and is less than the cost of this complaint. Regardless if UPS recovers the shipment, the fact remains the customer hasn't received something they paid for. Most companies would do this to prevent the customer from posting a thread like this one... the money lost from this thread has already exceeded what they would have made from the sale.

Are they obligated to re-ship before the UPS investigation is complete? No, they're not. That's the difference between good customer service and merely adequate customer service.

 

[Michael Quinlan]

Once upon a time I regularly sold items on eBay. When an item I shipped via UPS failed to arrive, I reported it to UPS. I also happened to have another identical item available, and shipped it to the customer.

As far as I was concerned, it was me who had to deal with UPS, and I should minimize the impact of UPS's error on the customer. UPS eventually found the package and returned it to me.

 

[warlord]

I'm sorry that you lost something during shipping but rest assured you're not the first and not the last. You can complain here but that's just as good as doing nothing.

If you're going to start a post you should have a question or at least write something. Cutting and pasting your private conversations is just like spamming, IMHO.

 

[ChillyCat]

No doubt, it's a sad situation when somthing gets lost enroute, via any package carrier. Unfortunatly, with packages numbering in the millions daily, you've got to expect the law of averages to come into play. The chance of 100's of packages missing daily is quite possible. That would still put your chances of a lost package in the range of less than .0001%.

Since fraud is so prevelent, the shipper has implemented policies to protect them. That policy sux big time for the consumer. Without all the protective hoops the shipper requires before refund/reship.....a con-artist could effectivly rape a shipper on a regular basis. Thus, you're nothing more than a victum of circumstances. It's unfortunate, but it's gonna happen and i'm quite certain it happens to many folks on a daily basis. So much for the perfect world.

I can reasonably assure you, that the number of satisfied TomTom customers can and will effectivly negate your negitive experience if we were to broadcast our overall experiences, versus one mans campaign to spread negitivity.

 

[dhn]

Keith, You're A Fucking Pussy And Tom Tom Support Rox

I am no prude by any means but there is a time and place for things and this isn't the place for that kind of language.

 

[GarCor]

I am no prude by any means but there is a time and place for things and this isn't the place for that kind of language.

I have to agree !! This is a public forum and although we all can get upset from time to time we should try and voice our opinions as if our 3 year old is listining.

 

[Michael Quinlan]

I have to agree !! This is a public forum and although we all can get upset from time to time we should try and voice our opinions as if our 3 year old is listining.

Me too. While I can understand the OP's frustration and possible urge to use expletives (which he didn't), there's no reason for it in a response from a third party having no stake in the issue being discussed.

Keith, You're A Fucking Pussy And Tom Tom Support Rox

On the other hand... all hail the TomTom Defender - master of the written word - and bow in reverence to these divine words of wisdom.