TomTom, Inc.

RevDex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I spoke with them yesterday the email used was ***
Regards,
*** ***

Our Customer & Technical Support team is one in the same as all of our agents are highly trained Technical & Customer Support Agents. Several of our agents, including a supervisor, have had contact with this customer on each of the incidents the customer has on record with usThe customers first incident on record is # *** and we had contact with the customer on 4/27/15, 4/28/15, 4/30/15, 5/12/15, 5/21/15, and 7/15/The second incident on record for this customer is # *** and we had contact with the customer on this incident on 4/30/The third incident on record for this customer is # *** and we have had contact with the customer on these dates: 7/20/15, 7/30/15, and 8/10/We have also been working through some technical troubleshooting with the customer and we still are currentlyThe most recent concern the customer has, has to do with a compatibility issue with a free voice we provide our customers, and the model device the customer currently hasOur IT and web teams are looking into this compatibility issue and we will continue to work with the customer to address this and each of her concernsThe customer informed us the device was received as a gift and was unable to provide a receipt or proof of purchase, and TomTom requires a copy of the receipt or proof of purchase in order for us to replace any TomTom device for any customerThat can be viewed here: *** under section 7.3We will continue to support the customer with her concerns through the proper channels we provide our customers, as long as the language within her communications is kept professionalWe are working with our internal teams with the issue with the free voice and the error message the customer received from our websiteThere is no reimbursement due as we have collected zero payments from the customer since the TomTom device was a gift and the voice issue is with a free voice

Revdex.com:
I
have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
You sent me a replacement unit VIA TM and it does not workAfter hours of updating it finally said there was no map loadedAnd I am unable to use this unit in my car as it attaches to the windshield not the dashboard and I am unable to see clearly when it is mounted on the windshieldTomtom needs to come up with a solution that is satisfactory and equivalent to the unit I paid for
Regards,
*** ***

Dear Ms , Thank you for contacting TomTom Customer Support regarding your complaintMy name is ***, I am the responsible supervisor and I will be assisting you today. The reference number for this incident is ***I would like to first apologize for the inconvenience
this refund delay may have caused youRecently we have received a complaint that you have not receive your refundI would like to advise you that we are dealing with this matter in a very serious way and we are pushing our Finance department to get this refund reflected on your bank account as soon as possibleMeanwhile, I am investigating this matter personally and will get back to your very soon once I have got an update for you If you have any questions about the above topic, please let me know by replying to this emailPlease do not hesitate to email us using the link below or call us at *** Monday through Friday, 9:a.mto 8:p.mEST or Saturday, 10:a.mto 6:p.mESTWith Kind Regard, *** ** TomTom Customer Support

This refund was processed on September 2nd, at 1:24pm EST, to the customerThe agents involved followed the correct procedures in regards to the TomTom refund policy, however this case was an exception to the rule and should have been escalated sooner than it was, so the refund could have been
approved by upper managementFeedback will be provided to the agents involved but there is no further action to take as this refund has already been processed on Septmeber 2nd,

TomTom does not have a repair facility but has offered to replace the customer's device after all troubleshooting has been completed and if the device is within the one year warrantyWe have contacted the customer directly to offer additional troubleshooting assistance including accessing their PC
and updating their deviceIf this step does not correct the error and the device is within warranty, we will replace the device for the customer

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint #*** This response is ineffective and doesn't address my issuesit's still the same line of "we're escalating to the finance department". It doesn't resolve my issue
Regards,
*** ***

Our Customer & Technical Support team is one in the same as all of our agents are highly trained Technical & Customer Support Agents. Several of our agents, including a supervisor, have had contact with this customer on each of the incidents the customer has on record with usThe customers first incident on record is # *** and we had contact with the customer on 4/27/15, 4/28/15, 4/30/15, 5/12/15, 5/21/15, and 7/15/The second incident on record for this customer is # *** and we had contact with the customer on this incident on 4/30/The third incident on record for this customer is # *** and we have had contact with the customer on these dates: 7/20/15, 7/30/15, and 8/10/We have also been working through some technical troubleshooting with the customer and we still are currentlyThe most recent concern the customer has, has to do with a compatibility issue with a free voice we provide our customers, and the model device the customer currently hasOur IT and web teams are looking into this compatibility issue and we will continue to work with the customer to address this and each of her concernsThe customer informed us the device was received as a gift and was unable to provide a receipt or proof of purchase, and TomTom requires a copy of the receipt or proof of purchase in order for us to replace any TomTom device for any customerThat can be viewed here: *** under section 7.3We will continue to support the customer with her concerns through the proper channels we provide our customers, as long as the language within her communications is kept professionalWe are working with our internal teams with the issue with the free voice and the error message the customer received from our websiteThere is no reimbursement due as we have collected zero payments from the customer since the TomTom device was a gift and the voice issue is with a free voice

After reviewing this case, we have responded to the customer via the email address on their registered account with usIn regards to the phone calls dropping, we are working on this with our Global IT teams to fix asapOur agents should have contacted the customer back when they had a chance
as the call volume would allowThere will be feedback provided to the agents and supervisor involved and we will work on a resolution with the customer directly

RevDex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I spoke with them yesterday the email used was ***
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *** Please add your rejection comments below.
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
*** ***

Dear Ms , Thank you for contacting TomTom Customer Support regarding your complaintMy name is ***, I am the responsible supervisor and I will be assisting you today. The reference number for this incident is *** I would like to first apologize for the inconvenience
this refund delay may have caused you Recently we have received a complaint that you have not receive your refundI would like to advise you that we are dealing with this matter in a very serious way and we are pushing our Finance department to get this refund reflected on your bank account as soon as possibleMeanwhile, I am investigating this matter personally and will get back to your very soon once I have got an update for you If you have any questions about the above topic, please let me know by replying to this emailPlease do not hesitate to email us using the link below or call us at *** Monday through Friday, 9:a.mto 8:p.mEST or Saturday, 10:a.mto 6:p.mEST With Kind Regard, *** ** TomTom Customer Support

Dear Mr***,This is Ajay from TomTom and I would be addressing your complainPlease allow me to express my apologies for the delay in reverting back to you.Mr***, at TomTom, we work very hard to bring to our customers the best navigation experience everA big part of this work is to
continuously improve the quality of the maps, services, and software that our navigation devices runs on and as you have referred to the email which you received it has indeed become clear that some of our older generation navigation devices including the XXL do not have sufficient resources to run the newest maps and software available in a way which will provide our customers the best customer experience and hence these devices are now End of Life.As you have mentioned in your complain your device did come with Lifetime Map Update Service and TrafficI would like to highlight that these were FREE services offered with the XXL and here 'Lifetime' means the useful life of the device, i.ethe period of time TomTom supports your device software updates, services etcA device will have reached the end of life when none of these are available anymore.I would however like to add that you should still be able to receive map updates until these updates are released and available for your device through TomTom HOMEFor support you do have the below support resources available:*** *** *** ***
*** *** *** ***
*** *** *** *** With Regards*** **TomTom Support

We will not be able to replace the unit, the customer would need to provide a proof of purchase showing their device came with lifetime maps as TomTom offers VIA models without lifetime map updatesAlso as we could not find an account under the customer's email address, this may be the cause
of the technical issues the customer is receiving, we respectfully request that they please contact technical support at * *** *** ***

The issue here is not the upgrade we offered our customers as the upgrade simply updates the device's software to new GPS satellite's and signalsIt is similar to having an iPhone that is not compatible with the new IOS operating systemThe customer would have to buy a new phone in that
situation. In this case, the customers model is an older model that is not compatible with the new softwareThe customers one year warranty expired in and the device is from However, we will contact the customer through our internal systems and come up with a resolution via email

Dear Mr***,This is *** from TomTom and I would be addressing your complainPlease allow me to express my apologies for the delay in reverting back to you.Mr***, at TomTom, we work very hard to bring to our customers the best navigation experience everA big part of this work is to
continuously improve the quality of the maps, services, and software that our navigation devices runs onIt has indeed become clear that some of our older generation navigation devices including the XXL do not have sufficient resources to run the newest maps and software available in a way which will provide our customers the best customer experience and hence these devices are now End of Life.As you have mentioned in your complain your device does come with Lifetime Map Update ServiceI would like to highlight that these were FREE services offered with the XXL and here 'Lifetime' means the useful life of the device, i.ethe period of time TomTom supports your device software updates, services etcA device will have reached the end of life when none of these are available anymore.I would like to add that you should still be able to receive map updates until these updates are released and available for your device through TomTom HOMEWe are no longer able to provide support over Phone or Email but we provide support through the below resources available which are availabel to you:Online Support FAQ's: ***TomTom Support Videos: ***
TomTom User Forum: *** With Regards*** CTomTom Support

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards, Really I spent quite a lot of time on the phone with your tech people who could not help me, the phone number I called for the software was *** *** Tomtom has offered to send me a new unit but to make statements that there has not been any problem is not correctI will wate and see about the new unit
*** ***

How do I remove the disc? Revdex.com:
I have reviewed the
response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments belowRegards,
*** ***

As TomTom no longer produces the customer's original unit we would not be able to send the same deviceOnce we have tried to troubleshoot the issue and if the error cannot be corrected we will issue a replacement unit but it would be the same model the customer currently has

TomTom will reach out to the customer directly to troubleshoot the error and replace the device if the issue cannot be corrected