In-Warranty returns for repair; UK - HOW?

Joined
Nov 30, 2022
Messages
38
Location
Chesterfield
Country
<img src="/styles/default/custom/flags/gb.png" alt="United Kingdom" /> United Kingdom
TomTom Model(s)
GO Premium; GO6000; GO 1000
Like so many other customers of TomTom devices I am hugely dismayed by the seemingly total closure by TomTom of all meaningful support.

I have spent too much time going round and round with a delinquent ChatBot trying to find out how to return an in-warranty device for repair. I keep being asked if I want to arrange a repair and then it goes round and round again asking me to ask a question. Aaaaaaah!

This is after trying to make contact with TomTom support and waiting three days, with no reply, other than an automated acknowledgement (which has probably stopped being monitored).

The device invoice from Apr/May 2022 provides an Internet link for returns that does not work any longer ( www.tomtom.com/9741 )

Can anyone out there please stop me going beserk and advise how to return in-warranty devices for repair in / from the UK?
 
Thank you for your reply.

Yes, I have. But have you tried it?

When I finally got to the ChatBot, there are only a few set questions from which to select.: -

I chose 'Repair'

The Bot then asks "Do you want a repair?"
I reply, "Yes".
It then asks, "Have you tried Update?"
I reply, "Yes"
It then says, "Ask me a question".

What do I now ask? "I want a repair".

And so we go round in as many circles as anyone is prepared to waste.

This is a new thread because I have found no solution to my Menu icon corruption thread to which you provided a reply previously and to which TomTom has not got around to answering.

All that I want is an address or telephone number / email address; not another tedious and inconclusive process.

The absence of such important detail to cover in-warranty repairs is precisely why I opened this thread with, " I am hugely dismayed by the seemingly total closure by TomTom of all meaningful support".
 
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Hello David, I too went through the TomTom recurring loop while trying to get assistance for a failed mount some months ago. I eventually managed to log a complaint and the reply I received was from this email:

(e-mail address removed)

I cannot guarantee that it will work for you but may be worth a try.
 
elton,
Many thanks for your suggestion.

Having waded through all of the tortuous loops and awful directing and re-directing from the revised (downward) TOMTOM official web site, I managed to find the ChatBot. I have tried above to summarise the frustrating loop that I was forced to endure.

It is in desparation that trying to enlist some help from TomTom that I looked back in time to when I had reasonable experiences with TT Support ( I keep all of my email traffic and can go back to 1998 or thereabouts). I have used that same email address, that came from those historic responses; but I am still waiting for someone (or a Bot) to tell me that the then Ticket number has been closed - or some other equally unhelpful repsonse.

Without a functioning screen Menu icon my GO Premium, bought only in May 2022, is almost useless. I cannot Search, cannot set most of the screen features, cannot set Warnings (Speed Camera features), cannot re-login to Live Services should it become disconnected etc etc.

The other frustration, which seems to be another of TomTom's retrograde support changes, is that when I go to Update using MyDrive Connect the traditional web site page shows that there are up-dates pending. But when I select the items I am then forced to read two text windows that contain contradictory statements - telling me that I need to use a USB cable to update using WiFi - Urgggh.
And, it won't actually let me download the updates, when plugged in ...!!!
I cannot select WiFi updates on the device without a functioning Menu to access that feature's icon ...!!!


But thank you again for a succint, practical and potentially helpful suggestion. Only time will tell.

David
 
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elton,

It worked!

I am now in touch by email with a live TomTom support worker.

But, despite all of my expansive explanation of the problem (fed back to me in the email trail that has been accessed by TomTom), I am now trying to get the proper understanding through to someone from a different culture - patience, patience!
Having to explain to this contact what is in the 'How to' U-tube video is a frustrating example of the downturn in support.

This thread may now close.

I shall add more updates to my other thread: "GO Premium - Operation of on-screen Menu icon appears to have been corrupted".
 
I thought it would, so I’m happy for you

Let’s hope they can sort it for you. Thanks for the update.
 
If you get no satisfaction from TomTom then you will be able to return it to the retailer for a refund.
 
I have found making a video of the problem helps.
raeswell,

Yes, having got into a lengthy email exchange, the tech support asked me to make a *short* video to demonstrate my problem and experience.
The naivety of this question demonstrates the lack of understanding at this first level of support. The overall sequence is such a long time interval that the video on my phone camera was 1.72Gb - can't be simply attached to an email.
However, my request for help has now been escalated to a more senior tech support agent.
It's now over one week since I first started to fathom what is left of TomTom support..... and waiting.

Thanks for the helpful suggestion.
 
If you get no satisfaction from TomTom then you will be able to return it to the retailer for a refund.
nigelbb,

There-in is the difficulty, compounded. I bought it directly from TomTom and as I explained in my very first posting, the way to return items, as printed on the delivery paperwork, no longer works - the URL is no longer live.

TomTom is now one of the most unacceptable businesses that I have ever experienced. They are still selling product and taking money from customers for enhancements such as live services, speed cameras etc but cannot be bothered, in the main, to offer support, other than from behind a dense smoke screen.
I have been their customer since 2004 but no more. I've had enough.
 
That’s where I had to send my broken mount to. In fairness, once it had been received a replacement was sent very quickly.
 
That’s where I had to send my broken mount to. In fairness, once it had been received a replacement was sent very quickly.
TomTom advises 5-10 days from receipt, using UPS. But, just before Christmas .... ???

My new discovery is what a cumbersome web site is UPS.
Couldn't figure why everything was centred on USA, until I spotted the tiny, country-language tab, top right.
 
Mine got there in 3-days and a replacement received in circa 5-days tops.
Hope you have a similar experience.
 
Well, I have my GO Premium device back from repair in Romania and all seems to be fixed. I haven't driven with it yet!
As a reminder to the core of this thread, after an update of the device operating system software, map and speed cameras, none of the Menu item icons would appear. The response was some sort of reset (screen went black and after 10-20 secs returned to the same status). In most other respects it seemed to function normally.

After much frustration trying to make ccontact with corporate TomTom, i suggested there must be a connection. But the TomTom support person insisted that this could not be, because all software is thoroughly tested before release.

Here is the text of TomTom's repair centre report which i insisted upon: "We have been able to reproduce the defect under our testing environment. Defect found: Software - Files Corrupted We repaired your unit, reprogrammed to factory specifics, installed the latest fully functional software release and reimaged all software contents, including maps".
 

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