Tomtom Customer Services: Rubbish. Avoid. Avoid. Avoid.

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TomTom Support
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17.0% of users recommend this
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mmx554's review of TomTom Support

“Tomtom Customer Services: Rubbish. Avoid. Avoid. Avoid.”


written by mmx554 on 16/04/2017

I have a Tomtom satnav with out of date maps so I purchased the map update facility. I could not get it to work. There seemed to be a compatibility issue between the Tomtom software and Windows 10.

I took it up with their Customer Services. Someone from Tomtom phoned me and remotely got onto my laptop to try and locate the problem. They failed to find a problem with my laptop and eventually admitted that there is a problem with some Tomtom satnavs not being recognised by Windows 10.

They then offered to "repair" the device at my cost. I refused. They then offered me a new Tomtom device at a 30% discount. I refused that too. Tomtom were far more interested in turning the problem into their own revenue opportunity.

I asked for a refund of the map update facility as it had never worked. They refused as I had had the product for more than 14 days. True, but in all the time I had it, it would not work, so was useless.

After many exchanges Tomtom offered me a replacement satnav. I said OK. They wanted me to return the old device and asked if I would like to receive a return label from them or print it off myself. Not having working printing facilities I asked for one to be sent. They then sent me a message asking me to print the label. I reiterated that I didn't have working printing facilities. The rep at Tomtom admitted that he had set up the wrong instructions and would redo it. I waited for the label. Nothing happened. I contacted Tomtom again and they said the label would be sent. Nothing happened. I contacted them again. This time the rep admitted that there was a "technical problem" and they couldn't send me a label. He then asked me to locate my local UPS service to go to them to get a label to return the device.

So, Tomtom managed to turn their abysmal customer service into my problem. It was now my responsibility to find a source to get a label to send back their device using their courier service. Incidentally, using my car at my expense to track down this illusive label.

I really cannot express my contempt for such an appallingly bad customer service culture. It claims to want to help you at every stage, then turns everything into a revenue opportunity or tries to offload their costs onto the customer.

A customer service culture which claims to want to help the customer is exactly what is required. Unfortunately, Tomtom understand what is needed but completely fail to perform at an operational level. The reps don't appear to understand what they are doing. Then when they get it wrong, they try and turn it into the customer's problem.

Tomtom offer a seriously rubbish service. Avoid. Avoid. Avoid.

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