Tom Tom Rider Fault

[Rigormortis]

Not a TomTom but must be worth a try.

Quite a few Zumos suffer from the same symptoms and it appears that removing the battery momentarily cures the problem.

 

[kallie121]

Thanks guys,

Wathch this space for I will now declare war on TOMTOM.

In the meantime, if anyone else out there has suffered the same problem, please let me know and I will use the volume of faults as evidence to prove that the system is not fit for purpose and hopefully we may get some action.

Chris

Hi Chris
I have bought my "THIRD" tt cradle holder, the contacts on the other two are not working which is causing my tt to keep switching on and off, a friend of mine has tested them at work with a tester, and said that some of the connections were not working. It drives me mad, because every time you have to fork out another +- £30.
Regards
Carl

 

[andyclift]

Chris,

Add me to the lisr of `never buy anything from Tomtom again'.

I've added posts on this elsewhere but to sum up.

I was one of the idiots who believed the first reports and bought a Rider for £600. First impression was a pretty good natnav but naff hardware with chocolate screws.

First bracket failed and went through the tortuous email system to get to the `print off form and contactour shippers' bit. I needed the unit working quickly so bit the bullet and ordered a new bracket.

Soon after, bought a Garmin as fed up with many issues found with Rider in practical use but recently wife has passed test and took over the Rider.

Replacement bracket clamp found to be loose so bought a third. That stopped working in less than 500 miles.

Then follows a long saga culminating in angry letter to every Direcor of Tomto
Result was they took my, now 15 month old and little used Rider back five weeks ago with a promise of repair or replacement in 5 -15 days. After 14 days I got an email saying they would replace Rider and bracket `shortly'
It took another ten days to send out replacement by a courier service. That was last week and still waiting.

Again to repeat another thread, Tomtom are getting away with this with a lot of people because they are spending a lot of cash on Touratech and Wunderlich mounts or making their own mods to something that should do the job properly straight out of the box.

I also complained to Dixons who sold it to me and had a response saying that Tomtom had told them that `that they were aware of some issues with the bracket'. Tomtom know that the bracket is crap. The only real difference with the Rider 2 is the bracket and they did not change the design because it looks pretty.

I urge everyone that has had a problem with their Rider, has doubt over the security of the mounting bracket or has contact problems to stop spending money on solutions. SEND IT BACK TO TOMTOM. Don't worry if the guaranteee has expired. Mine has and I could not find proof of purchase anyway. Make a fuss, I did and at least the replacement crap will be free of charge.

I think Tomtom should recall all original Riders and replace them with Rider 2. This new product is not a new enhanced version, it is a solution to known safety and operational problems with their original design.

 

[umberto65]

Just lost my TT raider on M4

... brand new gs1200, 54miles on the clock... while riding on M4 the bloody thing went flying on the motorway. My TT now (or what is left of it) is lying on a piece of tramac between Wokingham and Reading... it was just 6 months old but before today never mounted on a bike (mt wife got it for me at Xmas). What an awful piece of CR*P.

Will get on the phone with TT tomorrow and start a war ...

Do you guys have got contact names for customer service/directors/ the lot at TT as I will be writing emails/letter to the entire world... until I get either a new unit or my money back.

here is the damage

 

[andyclift]

Tomtom Contact Information

Rembrandtplein 35
1017 CT Amsterdam
The Netherlands

Chairman and Chief Executiive - Harold Goddrjn

Sales Director - Corinne Vigreux

After Sales Support Number - 0845 1610009 (if you can get past the `all lines engaged' message which may be an indication of the level of problems with Tomtom.

After all the rows and a five week wait, my Tomtom has now been replaced but I still don't have full use of it. As its a new unit I cannot install the maps I purchased from Tomtom as downloads as I need to enter a `product code'. When I check `My profile' on the website it has the full details of my original order with all the delivery address order date, and other useless data listed but the `product code` has gone. After lots of `all lines engaged, please phone later' and `please hold' I got though to an `adviser' who was useless. Tried the web email system, sent follow up message, sent another follow up message. One week later, still no code.

So it's now nearly two months since my original contact with Tomtom and still struggling.

Incidentally, for those with an `early' Rider check the bracket. My orginal bracket was marked `Tomtom Rider Bracket' and made in Taiwan. The replacement is marked `Tomtom Rider Bracket II' and is made in China. A visual comparision shows no difference but it is definately a tighter fit on the Rider. The lugs in the back of the Rider seem to click into the recesses in the bracket much more positively.

As the Rider itrself has also been replaced it may be that that is slightly different as well but without the original I can't check, although the new Rider is a juch looser fit in one of my old brackets. Whatever it is, there IS a difference. Whether this helps I won't know until its been used for a while but suggest anyone with the original bracket contacts Tomtom and demands an update BEFORE the useless thing falls off.

 

[JDH]

You have my complete sympathy concerning your problems with your TTR, I had exactly the same. TBH, I gave up in the long run, just too much hassle dealing with a Company who don't give a feck about their customers. Bought myself a Zumo, delighted with it and Garmin, and I now take every opportunity to slag off TT and advise people against buying their product.
However, all credit to you for your perseverance and I hope it gets sorted for you.

JDH

 

[andyclift]

Watchdog

I have just emailed BBC Watchdog, suggesting that they look into the safety issues of a motorcycle GPS system that can drop off a moving motorcycle.

Can I suggest that evryone who has an issue with the Tomtom Rider does the same.

The page is

http://www.bbc.co.uk/consumer/tv_and_radio/watchdog/contact_index.shtml

I feel that as Tomtom are aware of the possibility of the Rider falling from a bike they should have recalled them all - but all they do is replaces failed systems with a new unit which has the same potential for falling off.

 

[umberto65]

... brand new gs1200, 54miles on the clock... while riding on M4 the bloody thing went flying on the motorway. My TT now (or what is left of it) is lying on a piece of tramac between Wokingham and Reading... it was just 6 months old but before today never mounted on a bike (mt wife got it for me at Xmas)...

I have now resolved my issue with TOMTOM.

Yesterday I wrote an email to the entire Board and Senior Management explaining what heppened and listing references to similar occurrences as reported on the web and today I have received this email:


Dear Mr.,

Thank you for your e-mail and examples. I am aware of some of the post though I also now that we have followed the proper procedures regarding tests. Recently we developed RIDER2 – with an improved mount based on feedback from our customers.

I would like to send you the Rider 2 to hear your experience with that mount; we will also of course send you the car mount for that product.

I hope that this is a start to restore your faith in TomTom, please let me know if you have any queries or feedback regarding the RIDER 2.

Kind regards,


I have to say... I am quite impressed by the direct involvement of very Senior TT executives (all emails are cc'd to a lady that is the board of directors secretary!!). And the willingness to resolve the matter asap...

Maybe things are changing at TT. That is the type of Customer Service we should all get when we spend (loads) of our hard earned cash.

Wrting to the Board and Senior Management ...paid off

WELL DONE TOMTOM

 

[JDH]

I have now resolved my issue with TOMTOM.

Yesterday I wrote an email to the entire Board and Senior Management explaining what heppened and listing references to similar occurrences as reported on the web and today I have received this email:


Dear Mr.,

Thank you for your e-mail and examples. I am aware of some of the post though I also now that we have followed the proper procedures regarding tests. Recently we developed RIDER2 – with an improved mount based on feedback from our customers.

I would like to send you the Rider 2 to hear your experience with that mount; we will also of course send you the car mount for that product.

I hope that this is a start to restore your faith in TomTom, please let me know if you have any queries or feedback regarding the RIDER 2.

Kind regards,


I have to say... I am quite impressed by the direct involvement of very Senior TT executives (all emails are cc'd to a lady that is the board of directors secretary!!). And the willingness to resolve the matter asap...

Maybe things are changing at TT. That is the type of Customer Service we should all get when we spend (loads) of our hard earned cash.

Wrting to the Board and Senior Management ...paid off

WELL DONE TOMTOM

Keep his address handy

 

[andyclift]

Umberto,

Who did you email and what was his address.

Maybe they have set a precedent that may solve all our problems

 

[umberto65]

Umberto,

Who did you email and what was his address.

Maybe they have set a precedent that may solve all our problems

... cannot disclose email details as this board is monitored. I've just used my initiative (did a bit of research & some guess work) and wrote to the BOD and Senior Management. The rest is history.

I would like to emphasize that both the Senior Executive and the Support Engineers that got in touch with me were extremely helpful and sympatetic...

Chapeau TOMTOM

 

[mike wright]

TOMTOM RIDER UPDATE;

Well after alot of emails etc and links to this site and the tomtom issues I a new cradle coming for the rider v1. Its a reworked cradle so will be interesting to see the difference between the replacement and the original one.... By the NEVER buy from Handtec as the customer service is the WORST I have ever had!............. Tomtom are sending the reworked v1 cradle directly so I will keep you posted.

 

[JDH]

... cannot disclose email details as this board is monitored. I've just used my initiative (did a bit of research & some guess work) and wrote to the BOD and Senior Management. The rest is history.

I would like to emphasize that both the Senior Executive and the Support Engineers that got in touch with me were extremely helpful and sympatetic...

Chapeau TOMTOM

And so they bloody well should be, their customer service as well as some of their products is diabolical

JDH

 

[andyclift]

An update to my Rider problems.

After getting the replacement back I could not re-register the maps I had bought by download as the new system had a different device code. After a week of trying to contact Tomtom by phone and the horrible webmail system I wrote to the Service Director and sent it by fax (as the number is on the website) and guessed some email addresses and sent it to all the options I could think of. Tried [email protected], [email protected], [email protected] and a few others. All except one got returned as undeliverable but one got through.

The next day I got an email from Tomtom saying they had made the maps available to me again on the site with product code. Solved the problem BUT the solution involved re-downloading all the maps which took three hours. Then I had to re-install the maps on the SD card, another two hours. Finally a visit to Tomtom's online registration site to re-register each country in turn.

Over two months after my original complaint to Tomtom I now have a working system but this is, without any doubt, the worst company I have ever had the mis-fortune to deal with. All company's make mistakes sometimes but Tomtom have managed to get it wrong at every stage. Mis-information, difficult to contact, failure to keep to their promises plus the fact that they sell crap kit in the first place. I hope they have solved the hardware problems with Rider II but if they haven't, I feel really sorry for anyone who has to deal with this absolutely aweful company.

Buy a Garmin. Better product, better maps and, above all, amazingly efficient and friendly after sales service.

 

[andyclift]

May be worth repeating my earlier post.

Can I urge everyone who has had problems with Tomtom, especially anyone who has had safety issues with loose brackets which may cause the Rider to come off the bike to contact BBC Watchdog.

This can be done on http://www.bbc.co.uk/consumer/tv_and_radio/watchdog/
If a lot of people make contact they are more likely to pick up on it - especially if road safety is involved.

 

[umberto65]

And so they bloody well should be, their customer service as well as some of their products is diabolical

JDH

well I have just received my new TT2... nice piece of equipment

Definitely an improvement on the TT1 - the scala rider bluetooth system is such an improvement on the old one, and so is the RAM mount and new Cradle.

I would definitiely recommend it

 

[JDH]

Good luck with it

JDH

 

[andyclift]

I would definitiely recommend it

I hope your new Rider is OK but wait a few months before recommending it. Remember the original Rider was getting great reviews to start with (that's why I bought one). Six months later most users realised it was at best over-rated (bottom of a Bike or Ride comparative test) and at worst poor hardware that did not stand up to use on a bike backed up by poor after sales service (I wonder if they have a Mark II after sales service or still the same horrible system).

Still with Rider II Tomtom didn't listen as one of the common complaints of the Rider I was no hard wired audio out. Rider II doesn't have one either, they have just replaced one Bluetooth device with another. Also, from the pictures, they ares till using the little contact pins on the bracket that drill holes in the pads on the Rider.

It looks like Tomtom have made an attempt, I hope for users sake a successful one, to make a better bracket and they have replaced the ridiculous fitting kit with chocolate screws with a decent RAM mount. Shame it's still made by Tomtom though.

 

[andyclift]

Follow up of last post. After a two month saga I got a replacement Rider I about three weeks ago. I then wrote to the Chief Operating Officer of Tomtom complaining about the service and quality of the kit. Sent by fax to number on Tomtom site.

I have just had a phone call from Amsterdam telling me they will be sending me a complete new Rider II kit with their compliments.

I look forward to testing it out and if it proves to be a real improvement on Rider I, will be quite happy to admit it.

For those with problems with Tomtom, if you are not getting anywhere go right to the top, there does seem to be someone there that cares.

 

[Markgsxr]

I am currently at the two month period and they arent responding to e mails. I have found a fax number as someone else mentioned so will be faxing a complaint through there hoping someone in authority will pick up on it. I worked for Halfords once and sold hundreds of Tomtoms coz I believed they were the best, how wrong was I and I feel a little guilty in case those customers have to go through this debarcle.