View Full Version : Tomtom Service - Eventually

26-05-07, 09:40
Just had experience of Tomtom service. Anyone considering the Rider against Garmnin options might like to take this into account before deciding.

Sat 21st April

Visit Tomtom stand at PocketGPS Satnav exhibition at Sandown Park to tell them what I think of the constant problems with my Tomtom Rider. One of their guys takes my details and promises to contact me on the 23rd. He also gives me his `direct access' telephone number.

Mon 23 April

No call

Wed 25th April

Still no call so I phone the `direct access' number. I am told the guy I spoke to is not on that number and can't be contacted by phone. The person I spoke to was very off-hand and suggested I write in. Tried that before but nobody bothered to reply. Wrote really snotty letter to Tomtom HQ and sent it by fax AND tracked mail.

Fri 27th April

Get email from Tomtom asking me to pack my Tomtom in a box clearly labelled with their address, my address and reference number and call their courier service for collection.

Find suitable box and packing tape, print required labels, pack unit and phone courier. He arrives and tells me to unpack it all so he can confirm contents - then he drops it in a bag and takes it away.

Quote from email "The expected timeframe will/can be 5-15 working days to book a replacement and ship to you"

Sat 5th May

Email from Tomtom saying they had received my letter (remember sent by fax and tracked mail and delivered on 26th April). Quote from email "We have received your letter and strive to respond to you within a maximum of 5 work days.

Tues 15th May

Tomtom advise they are exchanging the parts returned. Quote from email "The FOC is currently processing and will ship shortly"

Fri 18th May

Get email from Tomtom asking me to complete `Customer Satisfaction Survey". Boy, did I enjoy doing that!!!

Mon 21st May

I email Tomtom and ask them for the definition of `shortly'

Tues 22nd May

Tomtom advise "The current status of FOC07051448623 is processing. Usually it takes between 5-10 working days for the replacement items to be shipped.

Fri 25th May

Email from Tomtom advising items shipped. Estimated delivery - 30th May.

The original 5- 15 days has now become close on 5 weeks - just to exchange faulty items. I still have had no response to my letter sent 5 weeks ago even though I had an email 4 weeks ago advising a response in a maximum of 5 days.

I gave up using the Rider in the spring of 2006 as I was VERY disappointed in it, and bought a Garmin 2720. My wife has been using the Rider since (when it has worked) Here is my experience with the Garmin. Can't remember dates.


Visit NEC Bike Show and put my Garmin in my jacket pocket. Badly damage screen as I had forgotton a bunch of keys was in same pocket.


Phone Garmin, explain problem and ask cost of repairs. Told to send it back and they will look at it. Place in Jiffy bag and drop in post.

The next Tuesday.

Courier with big box arrives. Brand new, retail boxed, satnav system with free of charge invoice. Not just the bit I sent back but a comnplete system complete with all the accessories.

This timing means that Garmin received my unit, made the decision to exchange it for free, and couriered out a new system ALL ON THE SAME DAY. It takes Tomtom longer than that to respond to an email.

Conclusion 1

Garmin guys are sitting around with not much to do while Tomtom are rushed off their feet trying to keep up with the high level of returns.

Conclusion 2

Garmin care about their customers. Tomtom clearly don't.

My experience in using the Rider and Garmin are that the Garmin is far superior in every way but for anyone considering the new Rider 2, think about what may happen when it goes wrong.
Born again - and again - and again biker