TomTom Customer Service Issues

Dear Sir/Madam, Despite multiple requests, I have not received a refund of the purchase price or a clear timeline for the refund of the Tomtom Rider [redacted] (order number [redacted]51). This puts you in default. I insist that you refund the amount within 10 days starting tomorrow, July 28, [redacted]. Failure to do so will result in me taking legal action. Please address this matter promptly to reach a resolution that is acceptable to both sides. Thank you, P. Seelherr

I purchased a TOM TOM Start 60 with lifetime maps. Can you explain what it means that the map updates are for a lifetime? I am disappointed because I believe that the device I bought from you should continue to update its maps. Please clarify the concept of lifetime map updates for me. To me, lifetime means that as long as this device is working, it should receive updates. Please reply as I am dissatisfied with this purchase. Thank you, Pietro Gerardo PERINO [redacted] Alghero (SS) Italy via Foradada 22

I recently bought a TOM TOM Start 60 and I've always been happy with it. My purchase included lifetime maps for the device. Now, I'm having trouble updating it. I'm disappointed because to me, "lifetime map updates" means the updates should continue for as long as I have a working TOM TOM. What does "lifetime" mean? My device is still working perfectly until recently. Why is the "lifetime" procedure no longer being upheld? Thank you for your attention. Pietro Gerardo PERINO, [redacted] Alghero (SS) Italy. You may be wondering what TOM TOM should do: simply, provide me with the lifetime updates for the TOM TOM I own, as promised when I bought it from Amazon. Thank you.

Riscrivo il post: Ho acquistato un navigatore TOM TOM Start 60 con aggiornamento mappe a vita su Amazon. Non capisco perché non posso più aggiornare gratuitamente le mappe. Mi sento deluso dall'acquisto e vorrei capire perché la funzione di aggiornamento a vita non è più disponibile. Utilizzo il navigatore spesso per viaggi fuori dalla Sardegna e aggiorno anche gli autovelox a pagamento. Potete spiegarmi cosa comporti l'aggiornamento a vita e perché non funziona più nel mio caso?

I have noticed that the maps and driving directions service incorrectly labels our private driveway as "Big Spring Terrace" in Newville, Pennsylvania at [redacted] Oak Flat Road, [redacted]. Our driveway is long, and there is no public street named Big Spring Terrace in Newville. It seems to be confused with a nearby Mobile Home Park called Big Spring Terrace. This mix-up is leading people to mistakenly turn into our driveway instead of finding the Mobile Home Park, causing disruptions with individuals showing up at our door or driving to the back of our property at all hours. We kindly request your assistance in rectifying this error to avoid further confusion for both us and those seeking the Mobile Home Park. Thank you for addressing this issue promptly.

I have not been able to download an update for my TomTom Via [redacted] for a long time, as the message "our server is currently overloaded" keeps appearing consistently over the past seven months. If this issue is not resolved, I will need a refund for the device with lifetime updates. I am expecting a prompt response as I am traveling across multiple countries on 27.08.[redacted]. Regards, Ing. P.Baumann. [redacted] or [redacted].

Hello, my TOMTOM GO Professional [redacted] is not working. It appears to have a GPS issue as it seems to be detecting fewer satellites than it should, causing continuous map rotations on the screen and positioning inaccuracies. It takes over 10 minutes to find the current location. Despite following your instructions to perform a factory reset, the issue persists. This occurred after a mandatory update that I paid for, including Traffic and Tutor updates. I use this device for work, and I am a loyal customer for over 20 years. Kind regards. P.S. I am willing to post a video of the issues on YouTube if needed.

Subject: Disappointed with Tom Tom Customer Support I am extremely disappointed with the service I received from Tom Tom's tech support. I reached out for assistance via chat but found the online support to be unhelpful and frustrating. I was hoping for a simple phone call to address my satnav issue, but unfortunately, I was met with excuses related to Covid staff shortages. It was a letdown to be unable to speak with someone directly, as I prefer phone support over online chats. The lack of understanding and willingness to help from the support staff was disheartening. I hope Tom Tom can improve their customer service and take ownership of resolving customer issues promptly. I am not confident that my concern will be addressed, but I felt it was essential to express my dissatisfaction. Regards, Peter K.

Dear Sir or Madam, For several days now, I have been unable to update my navigation device. The serial number is BP 3074F03033 for the TOMTOM VIA [redacted] model. When I connect the device to the computer, I often get a message stating "Check your internet connection," followed by "Not connected." Even though the device is connected, it then shows "Loading content - preparing," which takes several minutes without any progress. Sometimes it displays "Retry," but that does not work either. Occasionally, it shows "Connected," but the update still does not proceed. I have owned the VIA [redacted] for years, and updates usually worked immediately. The support phone numbers and email addresses seem to be inactive. I am 76 years old, and in the past, assistance over the phone worked well. Perhaps you could send me an email in German or call at 0[redacted]01. Best regards, Ulrich Landthaler

Hello, I am a Tomtom Start 25 device user. Up to now, the device has been working perfectly during my trips and the map update process through My Drive Connect has been flawless. On August 29th, I received an email from TomTom Updates stating that "Your map update is ready." Following your instructions, I tried to update the device but encountered an installation error on My Drive. The device now displays a screen saying "No maps found." Despite watching your help videos, ensuring enough internal memory space, resetting the device, and attempting the update again, I still face the same error message. The files seem to have been downloaded to my PC but can't be installed on the device. On Saturday, August 29th, my Tomtom Start 25 was fully functional, now on August 30th, it only shows "No maps found." Seeing offers for new Tomtom models, I find it hard to believe that the strategy is to render functional devices like mine inoperative to promote new sales. I hope there is a simple solution to get my device working again. I appreciate your prompt assistance. Best regards, Iosu Marruedo.

Hello, I am a user of a TomTom Start 25 device; until today, its performance on my trips and the map update process (via My Drive Connect) has been perfect. However, after receiving this email, I tried to update the device as per your instructions, but it was an impossible process. My Drive indicates that the files could not be installed, showing an error. The device displays a screen stating "No maps found." I have attempted to "Repair" several times without success. Even after following your help and support videos and confirming enough internal memory space, I've reset the device and tried the update again. Once again, I encountered an error message indicating the files could not be installed (though they were downloaded on my PC) and the screen still shows "No maps found." On Saturday, August 29th, my TomTom Start 25 was working perfectly until your email about the Europe map update. Now on August 30th, my TomTom Start 25 only displays "No maps found" and is unusable. I have seen the new TomTom model offers, but I find it hard to believe that disabling devices like mine, which were working perfectly, after attempting an update is a strategy to push new device sales. I hope that there is a simple solution that I may have overlooked, and my TomTom Start 25 can be usable again. I am counting on your help and eagerly await a prompt response. Regards, Iosu Marruedo Attached are the details of my TomTom Start 25: Device Id. BQ6234A92684 Model Type 56 Hardware Name Lausanne_4096 OS Version [redacted]

Hello, I am a user of a Tomtom Start 25 device; up until today, its performance on my trips and the map update process (through My Drive Connect) has been perfect. After receiving this email to which I am now responding, I have tried to update the device following your instructions, but it has been an impossible process. My Drive indicates that the files could not be installed, showing an error. The device shows a screen with the heading "No maps found." After watching your help and support videos, and ensuring that there is enough space in the internal memory, I have reset the device and tried the update again. Once again, there is an error indication, the files could not be installed (although they have been downloaded to my PC), and once again, the "No maps found" screen. In conclusion, on Saturday, August 29th, my Tomtom Start 25 was operational and in perfect use. That same day, I receive your email indicating the update for the map of Europe. Today, August 30th, my Tomtom Start 25 only shows a screen with the heading "No maps found." I have seen the offers for new Tomtom models; but I find it hard to believe that disabling devices like mine, which worked perfectly and are now inoperative after attempting the update, is the sales strategy for the new devices that you have chosen. I want to believe that there is something I have not understood correctly but that has an easy solution and that my Tomtom Start 25 device can be usable again. I am counting on your help with this, hoping for a prompt response from you to solve the problem. I am attaching an image (file.jpg) with the identification details of my device. Best regards, Iosu Marruedo.

Dear Sir or Madam, I am hoping for assistance with my issue regarding the TOM TOM Start 25 navigation device. Despite my attempts, I have been unsuccessful so far. The problem I am facing is that my "Start 25" device, serial number BQ1123G90316, keeps asking to "Connect to Computer?" I press "OK," but there is no connection established even though my computer is on, the TOM TOM "MyDriveConnect" software is installed, and the program indicates available updates. I am unsure of what I am doing wrong and seeking guidance on the matter. Up until recently, downloading TOM TOM updates was not an issue and had been working for years. I kindly request your assistance. My phone number: [redacted] (0)[redacted]/[redacted]9.

I have relied on TOMTOM for a long time, attempting for several months to update my device without success. I keep getting a message saying the servers are busy. It's frustrating to see the company outgrow personalized service. At my age, I struggle with the technical demands of this new era. I usually manage, but this TOMTOM issue has me feeling very frustrated. Navigating the website is a challenge for me. Unless resolved, I may have to seek help elsewhere. My device is an older VIA [redacted] TM with the serial number BL3471A00191. Thank you, David Dacko.

I recently purchased and installed the Central Europe and Western Europe maps for my TomTom Go Live [redacted] ([redacted] model). Currently, the Central Europe map is active. If I want to navigate in Western Europe, like Spain or Portugal, will my device automatically switch to the Western Europe map or do I need to activate it manually? What steps should I take if needed? Thanks, K. Pust.

I have encountered significant challenges with obtaining support from your organization and am on the brink of discontinuing my use of your product. Initially, I was pleased with TomTom products and service, having been a satisfied customer for over ten years. However, my recent experience with your support center in India has been extremely frustrating. After attempting to update my device before a trip in November [redacted], the support I received was unsatisfactory. The support team in India provided incorrect guidance, resulting in the accidental installation of European maps instead of my needed North American maps. This mishap forced me to purchase a Garmin GPS in a rush, causing significant travel disruptions. I am now facing difficulties restoring my Canada/United States maps and fear I may need to abandon your product entirely and resort to using my iPhone mapping system. If TomTom wishes to retain me as a customer, I urge the organization to rectify this situation promptly by assisting me in reinstalling the correct maps. Failure to address this issue may lead to the discontinuation of my patronage and negative word-of-mouth regarding your inadequate support services. I implore a representative from TomTom to reach out to me and help resolve this matter. Thank you.

Dear Customer Support, I have been experiencing issues with receiving emails back due to incorrect addresses. I have been trying to request a refund for my recent purchase and encountered problems with loading maps and live services on my device. The delivery from UPS was delayed, causing further frustration. Could you please assist me in processing a refund of £65.49 at your earliest convenience? Additionally, I have been facing difficulties accessing customer support on the website due to error codes. I urgently need to cancel my renewal and resolve the technical problems with my device. I would greatly appreciate it if you could address these issues promptly. Thank you for your attention to this matter. Regards, Claire Griffin

Hello, I placed an order for a TomTom GO [redacted] with order number #[redacted]79 on September 9 expecting delivery in less than 3 days according to the "hot deals" webpage. Unfortunately, I have not received any updates on the status of my order. The TomTom helpdesk provided me with reference number [redacted] but was unable to provide specific information about my order, which I paid for using a credit card. The order was supposed to be delivered to UPS Access Point+U[redacted]2 WESTFAELISCHE STRASSE 42, [redacted], BERLIN, Germany. I also did not receive a processing number for UPS to track the shipment. I am disappointed with TomTom's lack of communication regarding my order. Thank you, R.N.

Dear Sir or Madam, Motorcycle GPS TomTom Rider [redacted] The settings for the winding route on the Rider [redacted] are a complete disaster. The GPS leads me through towns, cities, residential areas, streets, alleys, and 30 km/h zones where no one wants to go. In today's time, with CO2 emissions and noise pollution, it is unimaginable (this was not the case with the previous Urban Rider). The TomTom Rider [redacted] winding route feature is suitable for city guides, but not for motorcyclists. With the Urban Rider, I could set a speed limit warning, while with the Rider [redacted], you are warned immediately upon reaching the speed limit. When using a headset, the warnings are continuous and annoying throughout the journey. I had the Rider [redacted] set for a winding route from Todtnau via Kirchzarten (Black Forest) to Waldkirch (Black Forest). Now, the Rider [redacted] led me through Freiburg for an hour, through residential areas, streets, and alleys (a disaster). This would not have happened with the Urban Rider. Leading a group of motorcyclists with the Rider [redacted] winding route setting will lead to frustration after the second town or city due to the flawed navigation. I have now removed the Rider [redacted] and reinstalled the old Urban Rider. Although it's an older version, it's much better than the Rider [redacted]. Now, motorcycle riding is enjoyable again. I was expecting the new Rider [redacted] to be at least as good as the Urban Rider. Unfortunately, I was very disappointed as I was almost forced to change because I could no longer update my old Urban Rider (allegedly due to insufficient storage space). It's a shame and hard to understand why a very good Urban Rider was turned into a Rider [redacted] that is not even half as good. I hope TomTom makes changes to their settings so that riding with the Rider [redacted] becomes enjoyable again. 1. Please offer preferred routes again (side streets, main roads, etc.). 2. Try to avoid built-up areas or at least do not navigate "windingly" through them. 3. Avoid 30-50 km/h zones and do not navigate them in a winding manner. 4. Foresters' economic paths are not winding routes. Yours sincerely, Paul Roos

I have a Hyundai Santa Fe Diesel from [redacted]. My Hyundai workshop believes they have installed the latest version of the TomTom software on my built-in navigation system. However, I have noticed that all the roads/entrances to and around the new Berlin-Schönefeld Airport as well as the airport grounds itself are not displayed on the map, simply missing. This doesn't seem right if such important details are missing. I would appreciate your feedback. THANK YOU!