No response from Tomtom support - NL

[Radaway]

Is this the normal way of doing things at TomTom NL now?
You contact support, and a bot takes you in circles.
What options do we even have at this point? Should we go back to writing physical letters with postage stamps just to get a human response?- if at all even that would be honored.
Is anyone else receiving this kind of treatment?


this is the : log your issue submit-form:

 

[Willy875]

The procedure for contacting TomTom support (which is becoming increasingly complicated)

Contact us

You can find most answers to your questions on our support pages. We have: Support Videos Help articles for sat navs Help articles for apps User manuals and Get-started pages for your new device G...

help.tomtom.com

Try using the live chat.

 

[Radaway]

<Try using the live chat.>
there is None, thats what I have been trying tell all this long
it's a Bot - remains a Bot -it ends with a Bot ...telling : you'll be contacted -(this has not happened , neither it will happen)- it's been 5 work days - & holiday season is still far away.
*try it yourself please

due to this , the real issue i wanted to vent - just gets unnoticed.

 

[jaco]

I must have been lucky... This week, I used the live chat with the bot for my problem with 3D buildings not displaying, and like everyone else, I got a message saying that someone would get back to me very quickly (within an hour).

Of course, that didn't happen... But the next morning, I found an email from support asking me for information about my problem.

So I exchanged emails with support and solved my problem.

Encouraged by this stroke of luck, I'm now going to report a speed limit issue on MapShare

 

[Willy875]

Encouraged by this stroke of luck, I'm now going to report a speed limit issue on MapShare

To report map errors, click here. https://www.tomtom.com/mapshare/tools/new/mapshare/#loc=0.00000,0.00000,2

 

[ColinN]

The procedure for contacting TomTom support (which is becoming increasingly complicated)

Contact us

You can find most answers to your questions on our support pages. We have: Support Videos Help articles for sat navs Help articles for apps User manuals and Get-started pages for your new device G...

help.tomtom.com

Try using the live chat.

My personal experience of using TT help and customer service has been appalling. Long time ago, before every company started using useless BOTs, because they didn’t want to pay staff, their backup and customer service was really good. Those days are long gone, unfortunately, and it took me weeks to get them to finally admit that there was a problem with the 2nd gen units, as they wouldn’t work (and possibly still don’t), with imported routes.
I had bought the unit direct from TT, which was another mistake, as it took forever for it to arrive back with them in Eastern Europe, and get a refund.

 

[JuergenAMS]

Is this the normal way of doing things at TomTom NL now?
You contact support, and a bot takes you in circles.
What options do we even have at this point? Should we go back to writing physical letters with postage stamps just to get a human response?- if at all even that would be honored.
Is anyone else receiving this kind of treatment?


this is the : log your issue submit-form:

Could you share the URL and where you got it from so we can fix it?

 

[Radaway]

the link would be : https://help.tomtom.com/hc/nl-nl
from here it would be all circles ....at least thats what it was when i logged various issues here on the forum

 

[Radaway]

This is problematic as well.

After logging in, you’re dropped into a confusing hybrid of an automated bot and human tech support, all mashed into a single interface. There is no clear distinction between what is automated, what is human, and who is actually responsible for follow-up.

As a user, this creates friction rather than support:

You don’t know whether you’re talking to a bot or a person

There is no clear ownership of the issue

No transparent timeline or escalation path

Conversations feel like they can silently stall and disappear

If the official support channel cannot provide clarity or accountability, users are effectively pushed back to the forum and left to hope that someone else has already solved the issue.

This setup is confusing, inefficient, and frankly counterproductive.---see image- i am replying to a live agent (latency)- & the bot jumps in again ...at the end

 

[ColinN]

Compared with what is used to be, TT customer support and service is absolute these days.
Been using TT for many years, but so tempted to go back to Garmin now.

 

[richardgolf]

Couldnt agree more with Colin N and others.. Service is a joke saying live service only 9 to 17.30. this was at 17.15.
i absolutely hate companies who use bots . never had a useful reply and its just to save money and fob off customers. the mount for tomtom xl is a shoddy piece of excrement and they tell me i need a new tomtom now as they have ( deliberately?) downloaded stuff to fill it up.

anyone have recommendations for alternative companies not run by shysters

 

[Radaway]

My personal experience of using TT help and customer service has been appalling. Long time ago, before every company started using useless BOTs, because they didn’t want to pay staff, their backup and customer service was really good. Those days are long gone, unfortunately, and it took me weeks to get them to finally admit that there was a problem with the 2nd gen units, as they wouldn’t work (and possibly still don’t), with imported routes.
I had bought the unit direct from TT, which was another mistake, as it took forever for it to arrive back with them in Eastern Europe, and get a refund.

But You said it all : ''....because they didn’t want to pay staff''
when this happens ....any coy. will turn to - all over the world.
At the top level there always seems to be money — executive compensation, restructuring budgets, “strategy” decks — but at the operational level there’s suddenly nothing left for actual support staff. The result is predictable: humans are replaced by bots, support hours are cut, customers are left talking to automated dead ends.

There were also reports a few months back of staff shown the door by tt.

Loading…

www.reuters.com

Whether that was called a “reorganisation” or something else, the outcome is the same: fewer real people, more automation, worse service.

You can’t cut frontline staff, funnel everything upward, and then act surprised when customers dwindle.. it’s a management choice which is the actual


btw ..what stands out from that Reuters article for me was: .....blah blah,....and embraces artificial intelligence as part of its product-led strategy.

!

 

[Radaway]

Couldnt agree more with Colin N and others.. Service is a joke saying live service only 9 to 17.30. this was at 17.15.
i absolutely hate companies who use bots . never had a useful reply and its just to save money and fob off customers. the mount for tomtom xl is a shoddy piece of excrement and they tell me i need a new tomtom now as they have ( deliberately?) downloaded stuff to fill it up.

anyone have recommendations for alternative companies not run by shysters

I also think this requires much more traction here on this forum. So far, no one has come forward to address this query of yours! The way TT is going, we need alternatives... serious ones.

 

[Willy875]

Currently, TomTom is focusing on in-car GPS systems.

The alternative is to switch brands.