chris...below is the responses i have had with tomtom...starting with the most recent. the tonkatech mount is what tomtom should have shipped with their product. as you can see from their response, there will be no "fix", so its going back for repair, and instead i will have forked out 70 quid to one company, to make another companies product work....@rse
Dear Mr. Sk8,
Thank you for your recent email.
We regret to hear that you are disappointed with the TomTom products you have purchased and the service you received thereafter. We strive always to provide customer satisfaction and to resolve any problems which may arise in an efficient and timely fashion.
Our repair and service engineers are highly skilled individuals, fully trained to analyse and take the appropriate action for all TomTom products sent to them. Please take advantage of the repair and service order that has been created for you at your earleist convenience.
We are confident that the problems you have experienced will be resolved.
Our Customer Support department is also at your disposal to answer any queries you may have regarding our products, the repair & service procedure or any other aspect of TomTom.
Kind regards,
Rory Carr,
TomTom Customer Relations Dept.
Customer 11/08/2006 07.10 PM
Hi again. I had a telephone conversation with tomtom a few weeks agao, and i was told that no one had complained about the problems i have encountered, now i am told that some people have,. but not enough for you to consider it a "known issue".... so, basically, someone aint telling the whole truth.
the bracket i have ordered from touratech will not be poeted to me in the near future, as and i quote "so many people have had the same problem you are talking about, and unfortunately, demand for a better bracket has meant we are still waiting for more brackets to arrive".
i know your technicians will be looking into this when i send it back, but i am in engineer and i have tried several solutions, including using 2 brand new mounts (the easiest solution) that my friends have when they ordered their tomtom riders...and on both occasions, the rider moved too far that the contacts were not made.
so, whether you repair the mount or send a new one, i cannot see how it will solve this problem. if we could meet face to face, i could show you what i mean, and we would not be having this conversation, as a picture paints a thousand words. i really cant see what the problem is...the mount is not strong enough to hold the rider in a safe and steady position, and that is the problem.
i will include a video clip on cd for you to show you what i mean when i send the rider and bracket back. this will not be until i return from holiday at the beginnig of sept.
for the moment, i have cable tied and taped the rider into the mount to try and stop the 'drilling" of the contacts.
and i have to tell you again, if you send me back a new mount, and it allows the rider to move in it the way it has done, you will be getting it back again. i really think that this solution will be a great waste of time and money.
and i repeat, if you cannot offer a better securing arrangement, i would like a refund, as i am not going to continually cable tie and tape the rider in position every time i want to use it.
yours sincerely
Response 10/08/2006 01.33 PM
Dear Mr. Sk8,
Upon receiving the mount it will be inspected by TomTom technicians and determined if it should be repaired. If it is not repairable then they will have it replaced. We are confident the issue will then be resolved.
Please refer to the automated email reference DER06081034115 for further instructions. Alternatively login to your account on our website and select the 'Support' tab. Once you have done so then select 'My Repair and Services' and edit this reference number where you will receive instructions on how to proceed. Please include only those items listed and a copy, not the original, of your proof of purchase.
With kind regards,
Dante Pereira Passaro
TomTom Customer Relations Backup Coordinator
Customer 10/08/2006 01.09 PM
The rider and its mount being tested on a range of motorcycles is not the issue here...the issue is that the mount is not strong enough to hold the rider in position, thus allowing the problems already mentioned to occur.
If i send the rider back to you, what exactly will you do to repair it?
And if it has the same problem when i get it back, will you want it back for repair again?
And, exactly how many times will you carry out this repair?
What i want is for a tomtom representative to come and have a look at my mount, and when i show them exactly what the problem is, and it is not a repair issue, as i have already stated, i want them to tell me face to face that there is no problem with t he mount. And it will take some convincing for me to agree that there is not an issue here.
I will be sending the tomtom rider back to you when i return from hoilday. can you send me a link to any returns procedure please.
Response 09/08/2006 03.43 PM
Dear Mr. Sk8,
Thank you for your feedback. Feedback is an integral part of improving our products. The issue you have mentioned has indeed been risen by other customers. However, this is within the 1% technical faults rate and thus not a known issue. If you are experiencing issues with your RIDER mount we will be more than willing to have this brought in for repair. Please inform us if you would like us to do so. Please note that the RIDER and its mount have been extensively tested on a range of motorcycles before being released and we are therefore confident in our product.
We trust in having informed you sufficiently,
With kind regards,
Dante Pereira Passaro
TomTom Customer Relations Backup Coordinator.
Customer 07/08/2006 08.39 PM
Hi there. I have just bought the touratech mount (see attachment) for the rider as i am very concerned that the contacts on the back of the rider are going to get damaged because of the vibrations allowed by the cradle. Until the new cradle arrives, i have used cable ties, and have wrapped them around the outside of the rider and the cradle, but this still allows the rider to vibrate. i have also used cable ties through the security strap fixing, and attached them to the rear of the cradle. this puts a slight twisting force on the rider, but stops the vibration.
If you require some pictures, i can send these to you.
I was told by the helpline that i was the first person to highlight this problem, and that there would be no solution. My friend, whom i reccommended the rider to is also experiencing the same problems.
I want you to read the information supplied on these websites...
http://www.yournav.com/forum/index.php?showtopic=6512
http://www.ukgser.com/forums/showthread.php?t=79546
and I DO NOT WANT ANYONE ELSE FROM TOMTOM TELLING ME THAT THEY HAVE NOT HEARD OF THIS BEFORE.
I hope to hear from you very soon.
