09-08-2011 03:18 AM
I am very upset about the situation that your company has put us in.
We purchased a Tom Tom from you at a Walmart. We got the unit home and hooked it up and in a matter of less than a few months, the suction cup, even though installed properly, lost its suction and fell resulting in a busted screen. Even after having purchased a "Product Replacement Plan" Walmart would not fix or replace the unit. They told us that Tom Tom was responsible for replacing/repairing the unit because the unit was "faulty" and had a one year warranty covering the unit.
So we called Tom Tom and you told us that you would only cover a broken screen for a month even with a one year warranty on the unit. (Might I remind you that the screen broke because the SUCTION CUP failed to hold.) You also gave us the run around and told us once again to contact Walmart about the "Product Replacement Plan" that we purchased.
Again we contacted Walmart and they said that it is not their fault that the suction cup did not hold and that the warranty that we purchased from them for this unit is no good in this situation and that TOM TOM should be responsible. SO back to square one....again!
WE SERIOUSLY HAD TWO WARRANTY'S AND NEITHER COMPANY WOULD HELP US???!!!!!!!!!!
Lastly, the base to this unit was FAULTY and we feel like we should not be responsible for having to pay to have the unit replaced. Not only do we not have the money to have the unit replaced, we also do not have the funds to get a new one. So we are very angry and living in a new city with no GPS because you guys can not own up to the fact that your unit was FAULTY!!!!!!!!
Seriously, Can someone please help us out with this?
09-08-2011 03:33 AM - edited 09-08-2011 04:28 AM
This is a users forum...It is populated by users not TomTom employees. If you wish to lodges a complaint with TomTom, might I suggest you send them an email. You can email them by going to the main support page and if you look at the bottom right of the page you will see a link for sending them an email
As for the broken screen, if your unit is not one of the high end models then the screens are not expensive. There are several companies out there who will sell you just the screen which you can replace or they are willing to replace them for you.
You can do a google search for TomTom screen replacement" to located them. The companies usually will also supply you with the tools and instructions on how to replace them. I have replacemented several displays on PDA's and GPS's over the years. For an example here is a youtube link which shows how to replace a screen on the XL models.
13-08-2011 04:22 AM
I searched for the screens using your wording and could not find any replacement screens. All I am getting are How To videos. Do you have any website suggestions for me? Is there a specific place you buy your relacement screens from?
13-08-2011 04:53 AM
What model gps do you have and also give me the first 2 letters of the serial number.
13-08-2011 08:16 AM - edited 13-08-2011 08:30 AM
Ok, the samsung part # for your unit is LMS430HF19. It is the same 4.3 inch display used on XL330, XL335,XL340, XL350 along with most of TomTom 4.3 inch display units. It sells for around $35 to $50 depending on who you purchase it from. I have included a few suppliers and suggest you seach for some more to get the best price. The important thing is just make sure you are buying a new LCD display with the digitizer (touch sensitive screen) included. Do not purchase just the digitizer which sells for around $15.
If you are uncomfortable with trying to replace the display I have included a link to a repair service. Just call them for a quote, I would guess they might ask for around $75 or more.
I am pretty sure that after you view the three videos I have included you will see how easy it is to replace the display and you will opt for doing it yourself.
Ok so you have desided to replace it yourself---the hardest part of the job is getting the case apart. Take your time and
do not force it apart. Do not use a screw driver because it tends to chew up the edges of the plastic case. While they do make plastic tools for separating the case ( I will give you a link where you can purchase the torx screw driver and plastic tool ) you can use something something blunt, flat and thin like a small butter knife ( which my wife loves ). I have included a youtube video where they show replacing a battery in your type of case. It shows how to open your case and get to the display. When disconnecting the ribbon cable from the circuit board it is important that you don't try to pull the cable out of the connector or you will damage it. There is a small clip that has to be released before removing the cable. The clip is a white piece of plastic that runs across the ribbon cable at the front of the connector. It is attached to the connector and must not be removed from the connector. Carefully slide the two ends of the clip away from the connector toward the cable...it will move only about 1/16 " . I have included a video showing the removal of the cable. While the video is for a different TomTom, the ribbon cable connector is the same and it show how to slide the clip forward. I have also included a video on how not to remove the cable....hi.
The ribbon cable on the new display just slips into the connector and then just slide the clip back into it's orginal position to clamp the cable into the connector.....just do not touch the bare contacts on the end of the ribbon cable...the oils and salts on your fingers can cause a future connection problems.
Releasing ribbon cable connector (not your unit but the connector is the same)
Video of how not to remove the ribbon cable from your unit:
Tools for opening your unit. Useful but not total necessary if you have some torx drivers
Ok it time to get busy and start repairing your LCD display and save some money.....
After you have replaced it and see how easy it really was and you faint at the quote from the repair service.
You are going to want to start your own display repair service.....
13-08-2011 05:49 PM - edited 13-08-2011 06:02 PM
Traylaw, could you please give the part number for the 5" display devices like the 540, 550, etc.?
And any instructions you may have in the replacement like you did above if those will not be sufficient for the 5" devices?
EDIT: Okay, I found this: TomTom TOM XXL LCD Screen Display touch. Maybe this will work?
13-08-2011 05:56 PM
WOW! You are awesome!!! Thank you so much for you help Tray!!!! You have no idea what a blessing you have been to me! I will check into all of this and see what I can do to get it all fixed. I will udate you when its done. Thank you!
13-08-2011 06:12 PM
Spider, If you press the power button down until you get the diagnostic screen the part number is be displayed in the list of items next to TFT Type: on my 340 it is LMS430H19 17, ignore the last two digits for this are use by the manufacturer as sort of a lot number or minor revision code.
13-08-2011 06:20 PM
I don't need one now, but I did have my 330 fall off the mount twice, once when I didn't put it on right and again when our car was hit in the rear. Luckily nothing on it broke, but now that I have a XXL540 I want to be prepared in case something happens to it.