TomTom, Inc.

I NEVER GOT MY TOM TOM GO S I GOT BOXS ONE WAS tracking # *** and per *** tracking information, this order is shown as being delivered on 6/17/at 1:10pm WAS THE UNIVERSAL ELECTRIC CHARGER THE ND BOX WAS AN EASY PORT MOUNT Tom Tom Re NEW GO S AND THE 1)Easy Reach Windshield Mount NOT THIS GARBAGE EASY PORT MOUNT THAT ARE THE 2 BOX'S I GOT YESTERDAY CHECK YOUR E MAIL FROM ONE OF YOUR SUPERVISORS TO YOU FROM INDIA tracking number is ***.WAS ELECTRIC PLUG THIS BOX WAS JUST EASY PORT MOUNT tracking number is ***.T*** ** TOLD ME Dear *** ***,Your Order *** has been processed and shipped to you. Your device was shipped via *** and the tracking number is ***.Was sent back SO NOW I NEVER GOT MY TOM TOM GO 60S *** TOM TOM GO*** ** RETURN # *** WAS M,Y GO S GOING BACK TO ** TOM TOM GO*** ** RETURN # ***Items in shipment:1.) 1FC- GO S (US-CAN-MEX)Shipping Information:*** *** *** *** ** ***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 # ***
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.
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 # ***
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

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

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,

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 #*** 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

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

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 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,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*** I
understand that by choosing to accept the business response that my complaint will be closed as resolved.
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 # ***While the person that took the time to respond to the complaint is correct that TomTom has sent me a new watch to try and resolve the solution It in no way possible satisfies my issue I'm currently waiting for my father in law to drive the three hours from *** ***, MO to ***, IL so that we can go to purchase him a new watch to try out to replace the multi-sport watch It is ridiculous that I spent minutes on the phone with TomTom this month to try to resolve this issue that they created with their lack of communication and respect for their customers' time The first phone call to try and resolve this issue was made on July 1, I personally called TomTom to let them know that our charger for our product that we purchase about months prior was not working and we could not charge the watch I was told that they could mail me a charger but I would not receive it for 7-business days I asked if there was any way for us to resolve the issue sooner since it was a gift for my father in law who does not live with us here in ***, IL I was told that we could just go into the store that we purchased the item from and they would be able to contact TomTom and they could swap us out a charger in store We then made the trip to the store and were told that the information that we were given was inaccurate and TomTom did not have any record of the conversation that I had with their associate because I did not have a reference number We TomTom on July 6, to get the charger sent to us and we would apparently suck it up and wait the 7-days since we had no other option By this time the watch was obviously dead because we did not have a charger to charge it At this time we were told that the watch had never been registered so we could not proceed until we filled out some information and emailed it back to TomTom Upon filling out this info and emailing it back to TomTom with my wife's email address attached so that we could resolve the issue They sent an email to my father in laws email account which we were just told wasn't even registered in their system letting him know that they were sending him a replacement charger for his watch We then also received an email sent to my wife's email on July 7, that the item was being sent out and we should receive an email with the tracking number shortly Upon waiting a day for that email, we called TomTom again to ask for the tracking number This time we were told that they were extremely sorry but the item was not picked up the day before therefore it did not ship out yet We were then guaranteed that the item would be picked up and shipped out that day and we would have a tracking number by the end of the day Of course we did not receive the tracking number still at this time and the item still hadn't even shipped out yetWe called again on July 13, to inform TomTom that we still had not received a tracking number for the delivery of the watch At this time my wife was told that the item was not in stock and that the issue had been escalated to management and we would hear from them as soon as they have a solution This was not an acceptable response since we had already been waiting and spent so much time on the phone and sending emails full of inaccurate information I took July 14, off of work to call TomTom and try to resolve the issue that had been created I spent the majority of the day on the phone with them trying to talk with a supervisor to help resolve the issue I offered many options to try and resolve the issue at this time on of which was to send me a charger from a new watch or let me purchase a watch for the charger and then credit back my card for the purchase when I sent back the watch without the charger I was told that none of this was an option I was then told by the customer support supervisor that his supervisor was not available to talk to me on the phone, but he was currently communicating with him through an online chat and he could send me an email that I would have to fill out a bunch of information and describe the entire incident that apparently has already been documented all along the way I told him that was unacceptable since I had already taken a day off of work to resolve this issue today because TomTom has not been at all helpful to resolve the issue I asked the customer service supervisor to please send my phone number to his supervisor through the online chat and ask him to call me back I was told that he would call me back within the hour The supervisor did finally call me back, however when he called to try and talk to me and I offered many reasonable options to him also I was told that none of that was possible and he explained to me that sometimes people make mistakes I told him that I understand that people make mistakes and I have made many of them myself However, when my employees or myself make a mistake, I make sure to find a reasonable solution for my customer I did not ask for anything free I just asked for a reasonable solution At this time I was told that the only thing TomTom could do was to send me the item as soon as it is in stock I was guaranteed that the item would be in stock July 21, and that they would be receiving about of the chargers at that time and one would be overnighted to me to make sure that I have it first thing July 22, He also said that he would send me an email detailing all of this information to me I explained to him that I was appreciative of the information, but that was still not a reasonable solution I was then told that after talking to him for about minutes that I needed to let him go because he needed to step into a meeting I told him that I would gladly let him go as soon as we had come up with a reasonable solution He then stated to me that I needed to respect his time and hung up the phone I never have received the email from this supervisor and I have tried to call him back on the number that he called me from numerous times and left him numerous messages to please call me and address the situation I still to this day have not heard from him I did however, speak to a different customer service supervisor yesterday (July 21, 2015) and he did apologize again for all of the frustration that has come from this issue, he did also state the charging dock that was guaranteed to be in stock was not in stock still at this time and did offer to send me a new watch so that I would finally have a charger to charge the product I explained to the supervisor that I appreciated that he was trying to finally help address the issue and solve the problem with the charging dock that is under warranty finally I do appreciate that I finally have a charger to charge my father in laws watch when he gets here today, but cannot say that I am anywhere satisfied with the process or customer service that TomTom has provided because of this I will hopefully find a product today for my father in law and let him try it for a week to see if it will do what he is looking for The person that took the time to reply to you from TomTom is more than welcome to contact me as I said in the original email that I sent to you at the Revdex.com Especially since they responded to you so quickly, but the only contact that I have had with TomTom is because I have originated it.Regards,
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