Ordering Process Broke

DoubleT
DoubleT Registered Users Posts: 3
Apprentice Traveler
edited January 2019 in Travel lounge
Trying to take advantage of email Upgrade offer to replace my old reliable TomTom One XL with GO 620. The ordering process via the email "hot links" gets you to the select payment screen but will not accept payment process any further - states "something is wrong ...". Reported it and had a long conversation - see incident 1708xx-xxxxxx - apparently others are having the same problem, so it is not something I am doing wrong. The so called work around (setting up a new account, signing on a different computer etc.) does not work. Once you do get on the new account etc. the upgrade offer does not get applied. Signing on your account via the traditional computer with my XL gets the offer to upgrade but the offer only applies to European countries, not Canada. Please advise when TomTom's provider has fixed the process.

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Comments

  • dhn
    dhn Posts: 33,382
    Superuser
    I've sent your concern to a contact I have but he is in Europe so it may be too late for anyone to deal with it before Monday, DoubleT.
  • DoubleT
    DoubleT Registered Users Posts: 3
    Apprentice Traveler
    Well, it has been about 10 days since my original posting - heard nothing from support from my reported incident, still can not take advantage of ordering process, guess the problem is more significant than I thought. Will continue to monitor.
  • dhn
    dhn Posts: 33,382
    Superuser
    Call support then:

    877-757-7137
    Monday - Friday: 9:00 a.m. to 8:00 p.m. EST
  • DoubleT
    DoubleT Registered Users Posts: 3
    Apprentice Traveler
    Problem resolved! After several rounds with support and despite their very valiant efforts we had no success. I have now found the cause of my problem. My Norton AV appears to have been blocking the order. I re-tried the order on my tablet which does not have Norton installed - just using M/S windows 10 defender - the order worked! Now waiting delivery.

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