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2.3 42 Reviews

TomTom International Complaints Summary

14 Resolved
28 Unresolved
Our verdict: Engaging with TomTom International, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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TomTom International reviews & complaints 42

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7:38 am EDT
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TomTom International Poor Customer Service

My first experience with Tom Tom UK was chaotic. After the SIM card malfunctioned in my 950 Live TomTom, I contacted TomTom on their customer support website. It literally took a month, after being shifted from person to person, to have my TomTom repaired at the factory in the Netherlands. They did not reimburse me for any down time for their rather expensive 'live subscription' for the period my TomTom was out of service.
Once I received my TomTom back from the factory, I purchased a US map, but later learned that my TomTom did not have enough memory in the memory card to upload the US map. I then purchased a memory card (60 Euros). The Tom Tom website was NOT clear as to which memory card to purchase for my model. A memory card arrived but it was not the correct memory card and I contacted TomTom for an exchange. The memory card arrived when I was out of country on holiday. When I contacted TomTom for a memory card exchange, they stated that they would not exchange my memory card since ten days had expired since I had received the first memory card ! TomTom's inflexibility and poor customer service is probably the worst of any product I've experienced! Never again will I purchase a TomTom product.

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7:25 pm EST
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TomTom International gps map updatyes

I received an email from Tomtom, Inc saying new map updates were available. $79.00 for a single update or $39.00 for an update every three months for a year. ? So clicked on $39.00 buy now. Oops surprise they didn't tell you that you have to update to very latest map to qualify for other updates. Total now $60.00. Decided to grit my teeth and go ahead. The next day I get another email from Tomtom saying Oops we goofed. updates ARE NOT AVAILABLE but will be soon.
They sold me something they don't have and refuse to return my money. Worse, I didnt use a credit card so that I could immediately dispute. I used paypal and can only hopen they will help me. Google tomtom complaints and you will see what kind of company they I'm dealing with.

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3:06 pm EDT
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TomTom International Home Location Not Supported

I purchased a TomTom One 3rd Edition several years ago at Office Depot and during a very rushed time in life I became frustrated with it after I could not load my home address without the unit rebooting every time I would select my street, even though it was listed in the lookups. After wasting more time than I had on this, I put it in its box and took it out last week. I ran it through the website updates and attempted to load my home address again to no avail. I called TomTom and was put on hold while the CSR attempted to load my address in different versions of their map releases, finally finding one (the latest release) that would accept my location. When I asked what could be done for my unit he said I would have to buy the new map, even though the unit never worked at my address from day one and if I had bought their last three updates before the latest one it still would not have worked. His excuse was that if he upgraded mine he would have to upgrade every unit in existence that might attempt to navigate to my street. I contended that the product should be supported if I lived on my street or if anyone were to bring up that they could not navigate to my street, but since there are 8 residences there I'm sure it would not break their bank to provide that support. I was refused.
My aunt is looking for a navigation device and is leaning toward TomTom. I will relay this incident and steer her clear if at all possible. TomTom has a good website and polite CSRs but their policies stink.

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2:25 pm EDT
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TomTom International illegal instructions

I bought a tomtom sat.nav for use in Central Europe. So far it has given audio instructions to:-

1. At a cross roads I wanted to carry straight on, instead I was told to turn right, do a U turn and thenturn right again. For no reason

2 .3 times it has instructed me to do a U turn at traffic lights. This is strictly illegal in this part of the world.

When I complain to tomtom all they say is ignore the instruction and find my own way around the problem

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11:44 am EDT
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TomTom International Terrible customer service and product help

I will NEVER buy a TomTom product again. The mount that is produced with their products is terrible quality and causes the GPS to fall randomly. For me, the last time it fell produced a cracked screen and an inoperable touch screen. Thanks a lot Tom Tom. I just spent an hour on the phone with their customer service- which was completely unprofessional. They offered to replace the mount, but not the GPS. It makes no sense to me that the mount THEY produced caused my unit to fall and crack, and now they won't replace it. Save your money and don't buy a TomTom- go with another brand.

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frank sheldon
Lakeland, US
Dec 18, 2009 1:55 pm EST

adress at my house comes up on my gps down the street about four houses

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jeja1
Sault Ste. Marie, CA
Nov 05, 2011 11:25 pm EDT
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Same problem. My tomtom fell off the mount and cracked the screen. Many Emails to service rep but denied a replacement or refurbishing.
DON"T BUY

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Bill555
Ottawa, CA
May 09, 2011 12:50 am EDT
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So far the only thing that bugs me re my Tom tom 1535 TM is that it always calculates a two mile detour into my sub-division to get back to the corner next my house and on out to the main road. Now the problem resolves itself as soon as I actually drive away from my house to the corner and onto the main road because the 1535 recalculates the route as soon as it realizes that I took a path different from the path it calculated. But just the same my Garmin is smart enough to calculate the route to the corner and on to the main road (without the Tom tom great tour of the subdivision) so I wonder why the Tom tom isn't smart enough to do the same?

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Bill555
Ottawa, CA
May 09, 2011 12:38 am EDT
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My Garmin does the same thing so I now loop the power cable up and around the sun visor and I am doing the same thing for my Tomtom

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pugru2
Palm Harbor, US
Dec 18, 2009 9:36 pm EST

Are you sure you have the right address?

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4:13 pm EDT

TomTom International This navigation device have a faulty software that TomTom refuses to fix

The XL340S Navigation Device does NOT accurately verbally recognize ZEROs in Freeway numbers. In Southern California it is unable to recognize the 805 Freeway, the 405 Freeway, the 605 Freeway or the 101 Freeway. It says west in place for the Zero. It is confusing in San Diego where the 8 Freeway and the 5 Freeways cross.

The TOMTOM Company claims to be unaware of the problem with the XL340S Navigation Device. For no charge they took back and replaced my XL340S Navigation Device after 15 hours of advising me to reload Maps and Voices to no effect. The new unit had the same problem of not recognizing Zeros in Freeway numbers. I spent ten more hours on the phone with their help line trying everything again on the replacement XL340S Navigation Device.

It is obvious that the XL340S Navigation Device has faulty software that TOMTOM refuses to fix.

Don't buy a XL340S Navigation Device if you plan to drive on Freeways. Get a unit from a different company.

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8:27 pm EDT
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TomTom International not covering warrenty inspite of having insured from them

i bought Tom Tom GPS(refurbished) from Visions Store in Nov. 2009. i bought 2 year extended warrenty plan as well on the recommendation from visions sales representative. but the Tom Tom was not getting Charged, so i returned to Visions after couple of days. the gave me back another refurbished Tom Tom after 6 weeks. even that was not working properly. i again returned back after 4-5 days. they said store will contact you after 6 weeks. after 7 week i contacted them, and they said they had not sent Tom Tom Because warrenty was not covered by them, so asked me to contact Tom Tom Company. i asked them then why they gave me extended warrenty, then there manager was very rude to me, and he said why did you buy cheap product. i asked him why did you sell this crap and cheap product at your store. at the end he said, afterall they had to sell product so they lied to me about their product and gave me extended warrenty plan. so i contacted tom tom and i sent it to them at my expenses. they gave me another after 2 weeks.

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9:40 am EDT
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TomTom International broke my iphone

my iphone cracked when i put it in the tom tom carphone kit and i had to buy another phone. the apple salesman didn't seem so shocked- instructed me to call tomtom who took all of my information and said they can do NOTHING. betsy and her supervisor carl together made that decision. betsy felt that i was not entitled to know her full name, maybe the better business bureau just knows her as betsy from tomtom.
tomtom was unhelpful and patronizing in the process.

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2:11 pm EST
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TomTom International Poor Product, Poor Site, Poor Support

I have had the usual problems with TomTom e.g pay for extra services and can't load them, wrong navigation, appalling support. My idea was to put a review on Amazon. You only need an Amazon account. You don't have to have bought the product from them. The report needs to be strictly factual. This could be a way to get them to improve, since I would guess Amazon are their biggest seller.

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11:31 am EST
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TomTom International Consumer beware

I purchased a tomtom go 920T about a year ago at about $400 and the battery fails in the unit. I am told by their customer service rep. take the unit to Radio Shack and ry to find a replacement battery. I took the unit to radio shack its a Solded in battery that non replaceable. I called tomtom back and the next representative offered me $ $75 dollars for my TomTom 920T and said thats all they could do since they dont service what they sell unlees its under warranty. so once your warranty expires the tomtom is Basically Trash or Junk because there is'nt any one who will service it not even the people who sells it. Thats my last tomtom and the last time i'll ever do buisness with them again or any one with their affiliation. So Consumer Beware!

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2:15 pm EDT
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TomTom International Awful company

I received a TomTom for christmas from my parents, which came with 12 months free breakdown cover. I logged on to the website to set the roadside cover up on the 8/01/09 and I was meant to receive an email within 24 hours to confirm all the details. It said in the smallprint on the website that if the email was not in my inbox by the following day then it may be in my SPAM filter. I checked both of these the following day and hadn't received any confirmation. On the website there was no email address or contact number for me to get hold of anyone.

A week after setting up my breakdown cover I had a car accident. When the police arrived they told me that I needed to contact my breakdown cover, so that my car could be towed away, however, as I had not heard from TomTom or Mondial (who the cover was with) regarding my cover, the police told me that they would have to use the company they have for incidents like this. My car was towed 15miles away from my home and I was charged £300 for my car to be taken there.

My mum tried to contact TomTom and Mondial to see where she stood on being re-embursed. Eventually, my mum managed to get hold of Mondial. When she explained the situation to one of the advisors, he said that he couldn't think of a reason why we would not be able to claim the money back from TomTom as they are aware that they cannot send emails to hotmail accounts. We were given a number for TomTom customer service, who were USELESS! They kept refering me to a website to log my complaint. On doing this we received an email saying that we should have made a note of the smallprint on the screen when we registered the breakdown cover. The information in the smallprint said that we were to contact TomTom or Mondial if we had not received confirmation by the following day.

The information in the smallprint was so dense that we were unable to recall the details they gave us and we could not get to this page again once we had registered the TomTom.

We still stand today in the same position as we did when I had my crash, we still have not received any registration documents regarding the breakdown cover and we are £300 short of cash that we desperately need!

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12:33 am EDT
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TomTom International Bad Product

Received a refurbished unit as a gift which would not hold a GPS signal, returned it and bought a new better model TomTom. When I went online to register my new unit, it wiped out my unit. After many, many, many hours on the phone to TomTom support kids, my unit still would not work. I WAS TOLD THAT ONE CAN'T REGISTAR TWO UNITS USING THE SAME EMAIL ADDRESS, that's what killed my new unit. So, you have to have a seperate email address for each TomTom you own! The software is flawed! The tech support have no clue! I sent back the unit at MY expense. They returned a different unit (hopefully not a refurbished one) with NO car charger, computer connection, or booklets...nothing! I've always had Garmins, and sorry I ever bought this unit. DON'T EVER BUY A TOMTOM!

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11:45 pm EDT
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TomTom International Quality

TomTom 720 a peace of European Scam!
- BlueTooth quality so miserable that has to be shut down
- Driving over 70 brings the navigation down, CPU to slow, voice breaks
- Illogical menu
- Problems with USB - permanent
- Why the European peace needs half an hour to reboot?
- Why this dev need 5min to find signal?
- Driving in Chicago (big city) a disaster!
- No route tracking option!
- No route saving option (you plan a route and by simple change the org route is erased)
- Driving long route Chicago Detroit plan disaster (try it)
- Illogical rout (in some places simple line connection is offered as a T line)!
- Arrogant customer service, 72 hours and all problems are defined as solved
- Arrogant solution proposals (like you bring a car to the body shop with broken engine : TomTom solution, clean the window and start again)
- I sent device to TT, received TT with the same problems. TT claimed success.
- TT is even not interested to help.

Mark

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TomTom International fundamentally useless satnav

The tomtom ONE I bought for work was useful... for the first month or so. It kept losing connection and would not be able to find a satellite signal for hours or even days. It would put my car in fields, rivers, anywhere apart from the road, and as such it was unable to navigate at all. I was on my way to take it back, but was leaving from an office in an unfamiliar area to a branch of dixons (the store name) I had never been to. I used the tomtom to get there but a mile away it started telling me i was driving through the building adjacent to the street and then lost connection altogether, so I threw it out the window as hard as I could.

Now back to my old AA road atlas and could not be happier! The loss of a refund was worth the satisfaction of obliterating the little abomination.

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Luca1
Broomall, US
Mar 11, 2011 2:22 pm EST
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Have the same problem, ( I have two tom tom XL s) they both drive off through fields while car is still on road .Tom tom tells me after the fact, that I should have gotten an up date before the first 30 days.Had this problem from the getgo (during the first 30 days)but they never informed me of update at that time.Then they tell you that you need to buy that program from them for $ 75.00.I'll never waste money on another tom tom product.

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PaulGoldie
London, GB
Dec 18, 2009 12:59 pm EST

My TomTom XL is utterly useless. Mine worked for a month or so then I updated it and hasn't worked properly ever since.

I deleted the device's memory and then followed the instructions extra carefully in order for it to work properly again. It did for a short while until I tried to update it and I never got it to ever work again, despite spending 15-20 frustrating hours on my computer. Yes, I did have the latest software.

I emailed, called, emailed, called and called again and finally spoke with a guy for 1 hour and 15 minutes and he couldn't get to work either.

So I sent it in to TomTom as requested and I have now received a dud device back that doesnt work at all. Unbelievable!

I have just spent 2 hours trying to get that one to work properly but after trying everything imaginable, it keeps going back to the start and asking for my country preferences etc and says that there are no maps on it. I have (foolishly) paid my subscription money to have the latest map but my device says there is no map. I have tried everything (believe me I am now an expert on this now) and it still doesn't work.

1. Never ever buy anything from TomTom
2. Same as 1. above.
3. For the idiots that ignored 1 & 2, don't ever pay for a subscription as I found that it is a waste of money if your device
a) doesn't work at all
b) causes your device to fail, permanently.
4. Where corporations want US to sort out THEIR problems, ask in advance what they are willing to pay US to fix THEIR problem. We are not free labour! Worse, they profit from us calling their help line with the additional tariff charges!
5. If in doubt, take legal action. It is actually very cheap and easy to do. I will be doing it tomorrow.

I can't believe what an appalling experience I have had with TomTom. For god's sake and the state of your mental health, use an AA map.

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7:48 pm EDT
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TomTom International TomTom refuses to honor latest map guarantee.

I purchased a new TomTom One 3rd edition GPS receiver. The package promises a 30 day latest map guarantee. When I connected it to my computer for the first time, the TomTom home software said that the maps were 2 quarters old. I followed the directions for using the map guarantee, and got a message saying there were no newer maps available. I have spent nearly 2 weeks going back and forth with their customer service, and they have point-blank refused to honor the warranty unless I can produce a paper receipt (which I found had been discarded before they asked for it), even though they already had the purchase date when I registered the product with them.

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noci
Wellesley, US
Aug 06, 2010 8:48 am EDT
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I order a new GPS unit and they send me a broken refurbished one. They would not take it back without restocking fee.

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tomtom sucks
Perth, AU
Aug 10, 2010 8:40 pm EDT

Today i want everyone to know how unreasonable, rude and unprofessional tom toms company is. I bought a tom tom go720 gps, and used it only just under a week and the screen decided to go very dim, i could not see a thing on it at all. I took it back to the store they said they will send it back to tomtom repairs and it should be replaced or repaired because i just bought it the other day and i had to wait 6 weeks for a response just for a small gps unit, well i got a call back today and made me furious this is after 6 weeks of waiting, "sorry we can not repair the item because it will be too expensive to repair and we can not replace the item either as well, we can only refund the item which tom tom was not keen for allow the electronic store to do. Now i can rule out that tom tom's products are made from the cheapest and bad quality components. My days are over with tom tom, shame on you tom tom. If your a stupid consumer and are willing to loose your money or wait for over a month for a repair, and at the end they wont repair or replace the item go and buy tom tom products, i'll be laughing at you, because its happend to me, but i would blame myself for not researching the product, after i bought it and then researched it i realised that tom tom was a joke and like a toy, and there were millions of unhappy and unsatisfied customers. This time im going stick with the garmins. The reason im really upset is that they were very very slow in giving a response, the sales people sent it off to them the following day so they recieved in a week. So why would it take you another 5 weeks just to give me a response and just say we can not repair it. That really puts you off. Please do not buy tom tom products, i've heard sales people sometimes do not recommend to their customers.

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Broder
, US
Feb 13, 2011 8:14 pm EST

This was my experience as well. You are really not buying a GPS, you are buying a GPS service that you will have to pay for indefinitely if you want to keep your GPS up-to-date with the latest map data. I just got back from New Jersey and found the map data to be inaccurate twice on the trip. I just tried to update my GO 730 and was presented with a store window that asked me to pay $35 dollars for the latest map and $35 dollars more for a 1 year map subscription. And, you can't buy them separately. If you by one then you must buy the other. Its a ripoff. I am going to do some research and try to find a different GPS. Hopefully, there is a company out there that doesn't require me to pay them the rest of my life if I want to have accurate road information on my GPS.

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noci
Wellesley, US
Aug 06, 2010 8:49 am EDT
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Same for me.

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IH8TOMTOM
Rochester, US
Apr 05, 2010 3:47 pm EDT
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They suck, plain and simple. First off, their GPS the TOMTOM XL330 is a paperwieght after they instructed me to format it via email no less. This has gone on for three months. Now I asked them to ship the replacement to me and they said no, you have to send your device first. Then they have the audacity to hang up on me twice because I got frustrated and rasied my voice. NEVER EVER EVER BUY TOM TOM! THEY ARE ###!

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Juliusz_22
my city, CA
Aug 31, 2009 2:01 pm EDT

I "updated" my tomtom one 3rd gen for the first tim e today... guess what?
it died trying to download from their site! and they say too bad, out of warranty.
it is my fault for not upgrading sooner.
what bull crap!
I will NEVER endorse this product again!
Pissed off

roadwarrior_22 (at) yahoo.com

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Alex
, US
May 25, 2009 7:14 pm EDT

Tomtom's equipment is okay but their service sucks.

They just rolled out this map update subscription service (1 year for $39.99).
but when you sign up, it asks that you need to update to the latest map before the
service can be applied, so I did it.. ($25.48) - supposely this is the price discounted at 75%.
(Note that there is no other way but to download it..)
then charged me $50.95 for map update service.

Then I spent 30 min. installing this "latest" map..
when I entered my friend's house (built 2 years ago), it says "not found"
then I took it to the main highway in Houston (completed 6 months ago), but it was still wrong..

Basically, I paid for $76.43 and don't even know exactly what I paid for..

Called and asked for a refund.. they just refused it saying "downloadables are not refundable"..
I offered to send my GPS to TomTom so they can take out the "new" map.. but they said no..

this service is there to generate more $$$ with old maps and with few POI updates..

SCAM!

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9:11 pm EST

TomTom International Windscreen mounts are faulty/dangerous & Terrible Customer Service

TomTom have shipped out their out of date, over 1 year old GPS-in car units such as the One XL to off load them before introducing the next model straight after it, (with an improved windscreen suction cap locking clamp!)with the convenience of the purchaser not being able to find out till it's too late that the windscreen suction mounts on their models continuously fall off the windscreen(because TomTOM wanted to save 10 cents a unit by not putting a suction mount locking lever on the mount) and when any of the MANY people complain of such events as it falling and smashing the screen, will not help or admit it is a design fault, which it clearly is(Google it!). People get left with a $500 GPS unit sitting on the floor of their car, or worse under the floor break and normally causing an accident.
Customer Service is a disgrace with them.They do not repair their own units and void your warranty if you get it fixed somewhere else!Yes there is an alternate mount, but why should People have to search for it/pay for it and also it is almost as useless!The Map Guarantee is a con too, they are also very careful not to let you know when the next map is coming out or how old your one is so that you have to spend another $260 on a way expensive map upgrade.
Take your business elsewhere as I am.

NEVER buy a TomTom GPS UNIT!

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TomTom International - Repairs for GPS

I bought a Tom Tom Go 920T, The mount on the unit detached from the window of the car and the unit fell to the shifter on my vehicle and shattered the screen, knowing it was not warrantable, I called Tom Tom for repairs. Guess what they do not repair the units at ALL!! and if you take it to an unauthorized repairer your warranty will be voided. I am now...

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TomTom International warrenty repair

my tom tom rider crashed Nine weeks ago and today I finaly received the replacement data card but they have not returned the actual say nav its self to use the card in so I have missed the whole summers use of my tom tom and spent three weeks in europe on holyday without it

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TomTom International Forbid to sell second hand

I have an old HP Handheld with a Bluetooth GPS and TomTom. I bought this as a bundle, everything official licence. Now, after three years. I'd like to sell this second hand on Ebay. Ebay has deleted the entry saying that according to TomTom I am not allowed to sell this.

So, beware. If you want to sell your navigation system second hand later DO NOT BUY TomTom!

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Update by mmmmmarc
Aug 06, 2008 7:52 am EDT

I have an old HP Handheld with a Bluetooth GPS and TomTom. I bought this as a bundle, everything official licence. Now, after three years. I'd like to sell this second hand on Ebay. Ebay has deleted the entry saying that according to TomTom I am not allowed to sell this.

So, beware. If you want to sell your navigation system second hand later DO NOT BUY TomTom!

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ath_az
London, GB
Nov 07, 2009 4:06 pm EST

I sympathise with this person, however you may like to tell eBay that uner Belgian law "it is forbidden to forbid" in commerce, and under the very core of EEC trade law is the removal of restrictive trade practises, by anyone, company or government.

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Martin
,
Oct 08, 2008 6:04 pm EDT

this is not true. you can sell your product, provided you have the full product, including the product code card that came with it.

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6:24 pm EDT

TomTom International Wrong address's

TomTom is wrong on there address's here in Caseville, MI. and they admit it when you call them saying they had other complaints about it. When you ask if they will give make it right they tell you to buy the new maps which they will not guarantee are right and will not refund your money if there are not right. Map share is a joke! If you tell them that the map is wrong it never shows up as being corrected and talking to these folks on the phone trying to get this right is a waste of time! Next time were going to go garmen. Time to sell this junk on E-Bay...

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plasticdpi
Houston, US
Aug 30, 2010 11:14 pm EDT

Another unhappy TomTom customer. I bought the GO920 and enjoyed it for a year and a half (with some quirks). 6 months after the warranty expired it locked up. After working with customer service and updating and re-formatting the unit would still not work. They admitted that it was a software glitch and not caused by anything I did. At that point they said there was nothing they could do. I asked if they could repair for a charge and was told "nope" so they expect you to throw away a $400 unit and buy another. To add further insult, I wrote the president to question why they couldn't repair out of warranty units like most other companies do and after 4 months I still have not received the courtesy of a reply. You can bet I will never buy another TomTom product.

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Boyko
, US
Jan 20, 2011 5:12 pm EST

TomTom regularly advertise that they have 2 weekly updates of their Safety Camera positions. The N1 high-way between Pretoria and Johannesburg is possibly the busiest road in the RSA. The fixed safety camera's were removed from most locations about 2 years ago due to the construction of the road - doubling of width from 4 lanes to 8 lanes. I have been updating the removal of the camera's regularly. They still have not updated the database. When I complained I got a auto-reply from the UK ! to say that they will confirm the removals when the send a TomTom team to confirm -from the UK !. I believe that they are misleading the consumer.

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Boristheblade
, US
Oct 21, 2009 11:09 am EDT

I bought a Tom Tom satellite navigation system in December 2017. I worked well until early 2017. Suddenly it stopped working and seemed completely dead. It had not been dropped or damaged.

I contacted TomTom and went through the FAQa on their web site for repairs or problems. Nothing worked. I phoned and they said they'd phone back and didn't. Evenetually they said send it back for repair BUT couldn't give any idea of cost. I wasn't prepared to give them an open cheque book. I emailed again and received a reply saying I'd hear something within 48 hours. I didn't. Then I got an email from customer services asking if my query had been dealt with satisfactorily. They haven't responded. The link to the customer services contact details is today broken on their web site. I phoned via Amsterdam and hung on for ages before hanging up. The product cost around £400 and only worked for 18 months. I can't get support and I think the company are useless when it comes to customer care!

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Eric Ross
Rockledge, US
Jun 16, 2009 7:51 am EDT

I bought a TOMTOM GO 920. It must have been a returned product, because the United States Map was not loaded. I returned it and got a new one. However, I was not allowed to upgrade the map software. I was in the middle of moving and retiring from the military. Once settled in my new address, I found I was beyond the 30 days to get a free map upgrade as thier "Latest Map Guarentee", and now the software is 6 quarters overdue, and will cost me near 100 dollors to just get current.

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