Broken Watch Strap ... Again!

Anton M
Anton M Registered Users Posts: 1
New Traveler
edited January 24 in TomTom Sports
Hi, My Tom Tom Runner 3 watch strap has broken again, this is the second strap in 18 months. It would appear this is an issue with the material it is made from??
Will you guys replace under warranty??
I love the watch, just a shame about the strap.

Comments

  • tfarabaugh
    tfarabaugh Posts: 16,943
    Superuser
    At this point I would suggest calling Customer Support to see what they can do. They are able to more deeply investigate and diagnose problems than we can here on the user forum. To get the number for Customer Support, go to tomtom.com/support, choose Contact at the bottom, select the service required and the product name and click Contact Customer Care and then 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 hope this helped answer your question. If so, please mark it as a solution so others can look for it if they have the same question.
  • TomFB
    TomFB Registered Users Posts: 8
    Master Explorer
    Hey EthoZ. Thanks for the link above - do you know if there are any conditions on eligibility to get a new strap, e.g. a time limit, from TomTom using that form?
  • Oxtrimo
    Oxtrimo Registered Users Posts: 2
    Apprentice Traveler
    So, how long are they going to continue providing new straps? What happens once the watch is out of warranty?
    Any moderators can help with this?
  • tfarabaugh
    tfarabaugh Posts: 16,943
    Superuser
    Oxtrimo wrote:
    So, how long are they going to continue providing new straps? What happens once the watch is out of warranty?
    Any moderators can help with this?
    Once the watch is out of warranty they will no longer replace the straps for free (they ae actually not covered under warranty but they extended it to the straps as they had issues). Replacement straps themselves are warrantied for 6 months. After the warranty period ends you would have to buy a replacement strap or go with a watch from a different brand altogether.
  • fedupcustomer
    fedupcustomer Registered Users Posts: 2
    Apprentice Traveler
    I have had 5 straps break within the first 2 1/2 years of use. All were replaced without question as it is a known issue until today when I was told my "watch" was out of the two year warranty. This is despite them previously sending me the last two straps outside the two year warranty period! Apparently the replacement genuineTomTom straps do not carry any warranty either! (but see the previous post.....)

    This is a disgraceful way to treat loyal customers.
  • tfarabaugh
    tfarabaugh Posts: 16,943
    Superuser
    I have had 5 straps break within the first 2 1/2 years of use. All were replaced without question as it is a known issue until today when I was told my "watch" was out of the two year warranty. This is despite them previously sending me the last two straps outside the two year warranty period! Apparently the replacement genuineTomTom straps do not carry any warranty either! (but see the previous post.....)

    This is a disgraceful way to treat loyal customers.
    The replacement straps have a 6 month warranty but replacement is at the discretion of TT since the device itself is out of warranty. 5 straps in 2.5 years seems excessive so I can see why they are not supplying any more. I am still on my first strap with daily use in the same amount if time. The best way to avoid damaging the strap is to not take the watch out of the strap when charging. It is designed so that the dock slips between the watch and the band which limits the amount of twisting. Also, when taking it on and off do not yank on the strap, pull it gently to the desired tightness then snap it in place, which puts less stress on rubber.