TomTom Customer Service Issues

I recently purchased a truck sat nav, the Go Professional [redacted], and I am very disappointed with the routes it selects. Even my old sat nav from 6 or 7 years ago outperforms this new one. It's fully updated but still doesn't meet my needs. I am considering requesting a refund or upgrading to a different model that offers better route selection. I operate a horse transport business, so having efficient and safe routes is essential. I prefer a navigation system that prioritizes motorways and utilizes A and B roads later in the journey. Thank you for your attention to this matter. Regards, V. G. from Horse Transport Ltd.

I recently purchased a Supreme TomTom 6 GPS at a 50% discount. However, after making the payment, I didn't receive a confirmation number. Since then, there has been no update on my order. I tried calling customer service, but no one picks up - the phone just rings twice and then stops. I am incredibly frustrated by this lack of communication. This experience has been very disappointing as the delivery was supposed to be free within 2 to 3 working days. I placed the order on December 7th, [redacted].

TomTom Navigationssysteme sind landesweit erhältlich. Leider ist es schwierig, Unterstützung bei technischen Problemen zu erhalten. Die Hotline ist ständig besetzt, wodurch Anrufe nicht durchkommen. Seit drei Tagen versuche ich alle 15 Minuten anzurufen, jedoch ohne Erfolg. Dieser Mangel an Kundenservice führt dazu, dass ich anderen von einem Kauf bei TomTom abraten werde. Obwohl die Geräte gut sind, lässt der Service nach dem Kauf sehr zu wünschen übrig. Mit freundlichen Grüßen.

Subject: Issue with Start 40; SN: VK1384F03278 Dear Sir or Madam, Please excuse my inquiry in German as I do not speak English or Dutch. My navigation device is not powering on despite being connected in the car for over 12 hours. I have tried to turn it on for 2-5 seconds, but it remains off. Could you advise on the cause of this issue? Can I send the device to you for inspection, or could you recommend a place for me to have it checked? I would also appreciate information on any associated costs. Thank you for your assistance. You can reach me at [redacted] 99 16 33 46. Translation provided by Google. Hubert Upmeyer

Dear Sir or Madam, I travel frequently throughout Europe for work using either a TomTom Go Essential or a TomTom Start 52. Yesterday, on January 27, [redacted], I was supposed to deliver to a customer in Belgium. Both devices located the town in Belgium ([redacted] Sivry-Rance) but failed to find the corresponding street (Rue Plagne 2). I had to search for the street using my phone, resulting in a detour of approximately 22 km. This has happened to me several times, primarily in Belgium, France, the Netherlands, and Denmark. Overall, I am satisfied with the clarity and convenience of your devices for navigation, but they should be able to reliably find addresses in Europe. Neither device recognizes my home address at Canisiusstraße 19, [redacted] Rheine. I have to enter a neighboring house number instead. Could you assist me in this matter, or should I rely on my phone instead? If so, I won't be able to use the TomTom devices anymore. Would the purchase price be in vain? Please respond to me at "[redacted]". Sincerely, Gerald Gottstein

I own a TOM TOM START 52 device with serial number xr5248y00269. I purchased a one-year speed camera update subscription for 29.99 euros with order number [redacted]9. Unfortunately, I am unable to update my device as it is not being recognized by the MyDrive Connect app on my computer. Despite my attempts, I have been unsuccessful in resolving this issue. I suspect there may be a problem with the TOM TOM device itself. Therefore, I kindly request the cancellation of my subscription and a refund of the 29.99 euros, which was paid through Paypal. I appreciate your prompt attention to this matter. Thank you. Regards, P.C.

Hello, I am Dylan Postma from the City of Grand Rapids, Michigan. We are requesting to add a street alias to TomTom's database for addresses along Franklin Street and Grandville Avenue. The City of Grand Rapids will rename Franklin Street as Martin Luther King Jr. Street and Grandville Avenue as César E. Chávez Avenue starting February 22, [redacted]. Attached is a screenshot of the affected streets. We only need changes for the streets within the city. These streets will have a commemorative alias for their old names after February 22, [redacted]. We would like the addresses on these streets to be searchable by both old and new names. For instance, searching for [redacted] Franklin St. SW and [redacted] Martin Luther King Jr. Street should give the same result. If that's not feasible, we ask to update the street names to the new ones near the effective date. Also, addresses on César E. Chávez Ave. should be searchable with or without accents on 'e' and 'a'. For any questions, please contact me at [redacted] or [redacted]. Thank you! Dylan Postma

Hello, I am Viorel Pop. Years ago, I received a gift of a sat nav with the following identification: TomTom serial number: x56148I00551 from my dear friend Riscuta Nicolae, who sadly passed away in [redacted]. At that time, I did not update the new owner information on the My Drive app. Now, I am unable to update maps as the device is associated with his account. What is the best course of action according to your advice? Sincerely, Viorel Pop

I bought two TomTom Trucker [redacted] devices around 2 years ago. I am experiencing an issue where they don't consistently connect to MY DRIVE for traffic updates. While my phone displays traffic information, the TomTom unit doesn't always show it. For instance, on a recent 20-mile journey with heavy traffic, MY DRIVE on my phone showed red, but the TomTom only had a car with an X. Despite having MY DRIVE on my phone, I can't send it to the TomTom. Using the AMEGO Beata app on my phone provided a different route that saved me over 30 minutes, which is the main reason I got these units. Both TomTom devices are updated regularly, paired with Samsung A21 phones, and have Android 11. I'd appreciate any advice on how to ensure consistent traffic updates on the TomTom devices, especially in cities like Charlotte, NC, and Orlando, FL. Thanks for any help you can offer. -Phil

1) Contacting TomTom has proven to be extremely challenging, making it difficult to resolve product issues. I am highly disappointed with their customer service. 2) The chatbot requested the first two letters of my device's serial number, QR, then asked for the model number, which is not visible on my device. The complete serial number is QR2056 K [redacted] for reference. 3) Despite changing my email last year, I failed to update TomTom due to communication obstacles. Attempting to receive a new update necessitates resolving this issue. My previous email was [redacted], where I received updates until [redacted]. However, this email is now deemed nonexistent. 4) I tried registering with my new email, [redacted], but was informed the email already exists, halting my progress. Despite this, it is my only email. 5) I attempted to log in with both email addresses and various passwords without success, as it states no account exists. 6) Despite seeking assistance from the Chatbot, it prompted me to log in before initiating a chat, complicating matters. 7) It seems TomTom is making it challenging to contact them, causing frustration. 8) My last update was received in [redacted], and I require a new one urgently. 9) Kindly provide detailed instructions via email on how to address these ongoing challenges.

Subject: Concern over TomTom GO mobile APP Support Ref. No. [redacted] Dear Sir, I am reaching out to express my disappointment with the ongoing issue I have been experiencing with TomTom's Technical Support. Despite sending approximately 50 emails over the last two weeks, I have yet to receive a solution to my problem regarding entering Latitude and Longitude coordinates in the TomTom GO mobile APP. As a long-time customer, I have always held your company's support in high regard, which is why I am disheartened by the lack of attention paid to my specific concern. I am seeking guidance on how to input coordinates in degrees, minutes, seconds format, as opposed to decimal format, which is causing confusion. I have provided detailed explanations and even screenshots, but the responses I receive seem automated and fail to address my actual query. I have made my contact information available and emphasized the clarity of my request, but it appears to be overlooked. I trust that this matter will be handled professionally, and I sincerely hope to see a resolution to this seemingly straightforward issue promptly. Regards, J.H.

Subject: Assistance Needed with Tom Tom GO Mobile App Ref. No. [redacted] Dear Sir, I am disappointed to have to reach out to you regarding the ongoing issue I am facing. Despite sending approximately 50 emails in the past two weeks, I have yet to receive the assistance I require for a simple matter. I have always held your company in high regard, particularly the Technical Support, which is why I am disheartened by the lack of resolution. I am seeking guidance on entering Latitude and Longitude coordinates, specifically in degrees, minutes, seconds format, into the Tom Tom GO mobile app. Despite providing detailed information and screenshots, each response I receive seems automated and irrelevant to my specific query. I have even offered my phone number in case of miscommunication, yet the issue persists. I trust that this matter will be addressed promptly and professionally to avoid further escalation. Regards, Jack H.

Dear Sir/Madam, I no longer wish to continue my TomTom subscription due to poor technical support. I am unable to contact tech support from the UK. I subscribed to TomTom Go services but have faced difficulties and now regret it. Therefore, I have decided to cancel my TomTom subscription. Additionally, I own the "TomTom Europe" program with the entire map of Europe, which has become unusable on my new iPhone 13 Pro. I am frustrated by this as I had to subscribe to TomTom Go for assistance, which I found challenging to access. Kindly stop charging my Apple account for the subscription. Alternatively, please make the TomTom Europe program compatible with iPhone 13 Pro, as I have paid for the product in full. I seek a prompt resolution to this matter. My account ID is "[redacted]," and I would appreciate a quick response to address the issue with the Voices I purchased, like "Homer Simpson," which are now unusable. Thank you, Imran K

I am trying to reach a customer service representative in the UK but have been unsuccessful. I need assistance with my TomTom Go Premium X, purchased with Serial No. ZT[redacted] in July [redacted]. It seems that my lifetime maps have been removed, and I am only receiving camera updates. I believe this removal was meant for models purchased before [redacted], not for mine. I have been searching for a way to speak to someone regarding this issue, but have had no luck. My maps are now outdated, and some are even corrupted. I would prefer to resolve this over the phone, but if necessary, I can communicate through email. If you need to reach me, my number is [redacted]. Kindly provide a contact number for me to call back in case I miss your initial call.

I am reaching out about my "TomTom Europe" app that I bought for my iPhone. Since upgrading to the new iPhone 13 Pro, the app no longer works, and I also lost the "Homer Simpson" voice feature. I feel frustrated as I have not received any responses after sending three messages to TomTom for support. The app, which includes the entire map of Europe, was a significant investment for me. I am disappointed and left with no option but to consider buying a new product. I hope TomTom can address this issue promptly. - Imran Khan, Subscription ID: [redacted]

I purchased a map update for my [redacted] CX5, but it has never worked. Now it's asking for payment again, even though I already received the update that worked for about a week and a half. I am seeking assistance with getting my NB1 update or a refund from TomTom, as they have not provided a resolution for over a year. TomTom's customer service does not issue refunds or provide proper support. They only offer a bot on chat support, and there is no phone number available. I have reported this issue to the BBB and plan to pursue other agencies until I receive a resolution. I refuse to let them get away with taking my money like this.

During an update request for hazard zones and maps, I provided my bank details and realized my new vehicle does this via satellite. I promptly canceled the subscription, which you processed. However, I'm surprised to see charges for two amounts deducted, as the update wasn't completed. I no longer have the option to update as I've already paid. I have sent multiple messages requesting either a refund if possible or the ability to still perform the update, which I can't do now since the subscription was canceled. Thank you for your response. Mr. B. Bernard Salzbur Autriche at gmail dot com. TomTom Start 52 XR3406A00133. Transaction on 05/25/22.

I have several complaints, observations, and suggestions regarding the MY Drive app when used with TomTom's Rider devices. 1) The app drains the phone battery quickly, even after a Forced Stop, making it unusable and limiting access to advertised features of the TomTom device for years. 2) Bluetooth pairing using MyDrive is unstable, an ongoing issue. 3) MyDrive lacks support for wirelessly transferring .ITN route files to the TomTom device, a puzzling omission given the historical use of .ITN files in TomTom devices. 4) The routes folder on the Rider device accumulates multiple copies of routes, even with new uploads or updates. 5) It should be possible to transfer route files via WiFi or Bluetooth without using the MyDrive app, similar to using a USB cable. Overall, it appears TomTom has neglected support and updates for MyDrive, causing user frustration. A toggle feature between zoomed-in and zoomed-out views during navigation would be helpful. I hope the issues will be addressed promptly. Thank you, Charles

I bought the South America map on July 8th. I received a confirmation email with a link to download it. However, when I clicked on it, I got a [redacted] - Forbidden error message. I checked My Drive, but the map isn't there. I have been unable to get in touch with customer service. Although my payment status is "paid", I still can't find a way to download the map. With an upcoming trip, I urgently need assistance. Name: David Inman Order #[redacted]11 Invoice: [redacted] Device: TomTom Via [redacted] s/n BO6247D00287

Hello support team, I would like assistance as my English is not very good, so it's hard to communicate unless there is someone who speaks German. The message has been translated using Google Translator. I purchased Live Services for my upcoming vacation starting on 07/17/[redacted]. My last Live Services purchase was in February [redacted], invoice [redacted]59 dated 02/12/[redacted], using my TomTom account under [redacted] Last year, I bought a new SD card for the CX-5 Navi and created a new account on TomTom with [redacted] When I acquired the Live Services package on 07/05/[redacted], I utilized this new account. However, when attempting to activate Live Services yesterday, my old email [redacted] appeared on the navigation system. I tried updating it to [redacted] and the new password, but received errors indicating incorrect email or password. After several attempts with no success, I also tried the old email [redacted] with the previous password, yielding the same incorrect email or password message. I appreciate any help to resolve this issue. Warm regards, Victor Veer