Multisport- Waterproofing Failure
DJack58
Posts: 11 [Outstanding Explorer]
After reading several comments on this message board, and my own experiences with my watch as well as my wife's watch, it is my opinion that TomTom has a design flaw in their Multisport, Runner, and probably the Spark watches that causes the waterproofing seal to fail. Both of our watches developed condensation below the glass screen and shortly afterward both watches failed to respond to button pushes or computer connections (including recharging). My wife's watch failed while under warranty, but it appears that most (including my watch) fail after the warranty period expires and TomTom will not offer a solution other than buying another watch. It clearly states on the underside of the watch that it is "Water Resistant 5ATM". Until TomTom offers a re-design or repair of this flaw, I would be hesitant to purchase any of their Multisport or fitness watches.
Tagged:
0
This discussion has been closed.
Comments
Superusers
A handful of messages on the forums out of millions of watches sold does not constitute a manufacturing defect or design flaw. I have 3 watches and have used them daily for 3 years with no issues. What sort of activities are you using them for, is it primarily swimming? Are you showering with it on or wear it in a steam room (some people do)?
I find it suspicious that of the two watches that I have purchased, both failed in the exact same manner.
My wife and I are both triathletes, therefore we use the watches when swimming, biking & running. Neither of us wear the watch in the shower, hot tub, steam room, etc. If the watch can't be used for its advertised purposes, TT should not sell them for that purpose. Tfarabaugh, what do you use the watch for, a timepiece?
Also, my battery finally died today so I was able to dock it to my computer and perform a factory reset. This reset did not correct the problem.
I suppose I really just have an expensive timepiece now, and it can only be recharged after the battery dies.
BOO TomTom!!!
Tfarabaugh, please understand that I am not upset with you, I'm just frustrated with the product.
Thanks for your help.
Superusers
No offense taken, I was just trying to get to the root cause of the issue. And as you are both using the watch while swimming, which I understand is actually the least used activity of the watch you may be right that the waterproofing is weak. Since fewer people use it for swimming than the other functions, it would make sense that there would be fewer complaints, even if the rate of failure is higher for that activity. I primarily run, cycle and do gym activities so mine is not regularly getting submerged. I know they will offer a steeply discounted price to replace a watch out of warranty (it basically covers the processing costs), but it does you no good to get another product that is likely to not fit your purposes again, even at a lower price. Unfortunately it may be time for you to move on to another brand that serves your purpose better (and you could also get true triathlon functionality elsewhere as well).
I hope this helps, please let me know if this answered your question. If it did, please mark it as a solution so others can look for it if they have the same question.
Superusers
Kind of pointless, moving it to the top o the page does not get it any more attention from TT and it will be back on the bottom tomorrow. There are simply not enough people with the issue or interested in it to keep the thread going (which is a pretty clear indicator that it is not a widespread issue).
I have the same issue with a multisport.
After 6 months first failure. After swimming the button did not work.
As it was under warranty I sent it to tomtom and received a new one. Now 6 months later (6+6=1 year after I bought it) again the same and again tomtom will send me another unit.
As soon my warranty will expire I would like to know if something has been done to improve the product or will it loose again the waterproof after 6 months? In that case I will just use the new unit for out of water activities.
Thanks!
Superusers
I would suggest taking a direct approach and calling them as it can be awhile before they get back to you on email. To get the number for Customer Support, go to tomtom.com/support, choose Contact, enter the product name and click Phone Us. It will give you the phone number for the country your account is registered under (this can be changed by clicking the flag icon in the bottom right corner of the screen).
I'm back on this forum. Last and this year I've focussed on cycling with a garmin 810. Since last week I went back to the swimming pool and after 2 swims my Multisport has died...
It started with a flipping watch and a software reset via TomTom Connect resulted in a working but slow responding watch. After my swim on Friday it permanently died.
To my opinion this isn't a user fault/issue. How can TomTom help me?
Superusers
TomTom can help you if you contact Customer Support, this is just a user forum. CS can determine if the watch is defective and replace it if appropriate. To get the number for Customer Support, go to tomtom.com/support, choose Contact, enter the product name and click Phone Us. It will give you the phone number for the country your account is registered under (this can be changed by clicking the flag icon in the bottom right corner of the screen).
Btw, in 2014 some TomTom employees were on this forum for 1st line support.
Superusers
The moderators will facilitate getting in touch with Customer Support if people are having problems, but you still need to contact CS.
With that said, my wife and I have both given up on our two (2) TomTom multisport watches and now have purchased Garmin Forerunner watches. I have the Forerunner 910XT and she has the Forerunner 920XT and they both work flawlessly and perform all the tasks we need as triathletes.
In my opinion, TomTom must resolve the waterproofing issue with their sport watches or let the consumers know that they are not reliable as submersible watches.
I believe, based on what I've experienced, that this is a mechanical issue with the watch. Over time, the buttons fail, possibly due to a seal breaking. Unfortunately, by then, your watch is probably out of warranty. I guess this is what you get for a $150 watch vs a $450 Garmin!
Superusers
Superusers