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CS United States
877-757-7137
Monday - Friday: 9:00 a.m. to 8:00 p.m. EST
I will for sure. I bought a $250 XXL 540 with guarantee of lifetime maps and traffic. Now I'm being told that "lifetime only means the life of the program being offered by TomTom" ???? Bullshit. I have amply storage for additional maps and can update to a bigger SD card as needed. IF they are "phasing out" all of these old lifetime devices, then they need to replace them with the new model. Not some BS 30% discount.
Just finished my call to the number above. They will email us again that XXL 540 will have FREE lifetime maps updates. The last update was released in November 2017 and the next is expected in Feb or Mar. I hope they are telling me the truth that I can trust.
A follow-up email received:
gongyang, as discussed on call, I would like to inform you that the Lifetime Map of USA, Canada and Mexico is still active on your device ( I have XXL 540 TM) and you will also be able to update the Lifetime maps of your device in future.
I am completely confused. The email states "We will continue to provide quick GPS fix updates so your device will continue to function as it does now, but your map will become out-of-date and as such navigation will be less accurate." which implies that there will be no more MAP UPDATES even if I have a subscription?
Is the email wrong or am I correct in understanding that there will be no more MAP UPDATES even though I purchased a 12+6 month subscription in October?
Sorry for the confusion. If you have a running subscription you should not have received this email. It was sent to you by mistake. You will receive updates to your map over the period of your subscription.
So you bought your START 50 in the US? The US obsolete list is in fact inaccurate and is being amended by TomTom's FAQ team, as it contains a mixture of European device names and is completely missing some US device names
Hi Yes although I live in the UK I bought the Start 50 in the US as we holiday there every year and I considered it an investment as it would work out cheaper than hiring one with the car rental....or perhaps not
At the end of the day whether the device is obsolete or not, why not email prior to the suspension warning people so they at least have notice to update their devices one last time before the deadline? That's just common courtesy and is the basis of better customer relationships in my book. You upset the consumer in this way, you may not have such a strong profit margin moving forward as word soon gets around when you lose Customers and why!
I was so unhappy at this contract violation that I Trashed the working XXL and bought another brand. You just lost a customer and I will never buy any of your products.
I am completely confused. The email states "We will continue to provide quick GPS fix updates so your device will continue to function as it does now, but your map will become out-of-date and as such navigation will be less accurate." which implies that there will be no more MAP UPDATES even if I have a subscription?
Is the email wrong or am I correct in understanding that there will be no more MAP UPDATES even though I purchased a 12+6 month subscription in October?
Sorry for the confusion. If you have a running subscription you should not have received this email. It was sent to you by mistake. You will receive updates to your map over the period of your subscription.
.
Thanks for the clarification Jurgen..
As with previous issues with my GO730, now with a recent subscription ( late Oct 2017), I don't have to freak out and buy a new gps right away.. tho I did get their offer for their GO620..! -
Any idea on how long the 'offer' will last..?
Well I phoned customer support in EU today regarding our issue and was told that the device could no longer hold the map of the US as the device only has 2GB memory (as we know) They informed me that the US map was now over 7GB!!! They couldn't explain why the map had over trebled on size ..... you must have a massive road building expansion going on
The adviser also couldn't explain why it is no longer possible to select a region of the US like I did in november for my trip to Florida ........... I guess they expect me to spend about 200 GBP on a new device .............. dream on!!
I have asked for an explanation in writing, lets see what they say
On 25th January I renewed TomTom Live Services for my trusty GO LIVE 820.
This morning, 29th January, I received an e-mail from TomTom - no previous e-mails received - announcing the discontinuation of such sales and software support. If the machine dies, it dies.
There is reference to an "exclusive discount" for an alternative TomTom device. No prices are shown.
Ring the telephone number given and a recorded message tells you that number is no longer in use! (It does give you an alternative: 11 minute queue).
TomTom, I should like a refund for my recent purchase of Live services. I should also like much more clarity and transparency from you in your business methods. Thank you.
Thank you, Niall. When you ring this number several options are offered, including devices purchased within the past 5 years, or before then. Obviously, in this case the second option is applicable but the voice simply refers you to the support section of the TomTom website. The only other option is to enquire about Loyalty ...
Any further suggestion(s) would be appreciated. Thank you.
Jurgen: the website appears to be changing. There most definitely was a number, because I rang it: 02079 490 129. I was then redirected to 02079 490 132. Niall then suggested 02079 490 134, which uses exactly the same automated message as the ... 132 number! (Another change: earlier, the recommended replacement model was a 620; now it is the 6200).
Niall: the message suggests that you have to respond, either "1" for newer devices or "2" for 5+yrs. But I think you are right: say nothing, twice, and eventually you are given a wait time before speaking to a rep.
Eventually, got through to helpful Ramesh. But as he was checking my order details the line went dead .... I am giving this one more go, but beginning to despair.
Up-date! On my second attempt (the line having gone dead whilst Ramesh was checking my account), I managed to get through to Alamdar after waiting 14 minutes, rather than the predicted 8. NB On this occasion I had opted for "subscriptions" when listening to the Customer Services automated message on 02079 490 134. That seemed to work.
After some discussion, I am to receive a full refund for the Live services purchased just 4 days ago. After further discussion it was agreed that the Live Service on my current device would cease in 3 days (to coincide with the refund reaching my account) rather than immediately, as was first suggested. (Little victories).
I have spent a long time on hold today, especially to CS. The music strikes me as curious for a SatNav company, as it would be a perfect sound-track to a horse and wagon trundling along the prairie. I suppose the driver could always rely on the horse finding its way home!
To say I'm not happy is an understatement. I bought a product with lifetime updates expecting to get a good few years for my extra cost. I haven't. Now you tell me, too late to even update one last time, that my Lifetime of updates is approximately the lifetime of your average rabbit. To add insult to injury you offer an oh so generous 30% discount on a very expensive model that I for one cannot afford and tell us again it will have lifetime updates. How long this time? The lifetime of a fruitfly? Did it occur to you to offer us either a partial refund for our now useless satnavs or to cut your 'too large' maps into smaller segments that we can still use? For example how about UK or England, Scotland or Wales etc and let us choose which was most relevant to us. Heavens, you may even have created a new market for older satnavs with people opting for one for each region! But no, you try to make the most money out of it that you can and bugger the implicit contract you created when you invented 'lifetime maps' Just next time spell out to people that it's not even the lifetime of their new device, it's until you pen a new obituary!
The 700 that I DID get an email about has 2.5Gb of memory... The Go1000 that I discovered on the EOL list (no email) has 4Gb...
This is about as crude a way of shafting customers as could be imagined... the 'discounted price' - once you unbury it, is more than you can buy the replacement unit for from retailers!
With the news of TomTom withdrawing support for many different models, I would like to express my disgust at such news. As a long-standing customer of no fewer than five devices my decision will be to take my custom elsewhere. Whilst I understand that some devices no longer have the storage capacity or processing power necessary for the latest technology it is not for TomTom to decide when these older are no longer viable, it should be the owners decision. TomTom are now joining the ranks of the likes of Microsoft, Apple, HP etc who think we should live in a throw away society and just want us to update to the latest model! What action are TomTom taking in ensuring that these old devices are suitably recycled. Time for TomTom to act responsibly and keep their customer base as today you have just lost a lot more!
I got my TomTom email yesterday with a new exclusive offer/claim your discount. It says "Fill in your details below and receive a replacement offer today" but there is nowhere to fill in any details!? so how are you supposed to see any offers or claim any discount?
Got the email also, called TomTom and found out everyone got the email.
My 2011 540 XXL is still covered for updates. I had lifetime maps
They gave me USA maps, instead of USA and Canada.
I got the email today as well and I don't understand s**t what they are saying.
Personally I have the Tomtom 6100 and they write me that my device is no longer supported. If I look in the list my device is not there. So what is it?
I have just send them a email (by the contact form on the website) for clarification. If it turns out they don't support my device anymore I will start legal actions. My device is less then 2 years old. Great that they found away around the marketingterm Lifetime but this won't hold in court (and yes I have experience with this). It's unbelievable that they are doing it this way. Even if my device is still supported I lost a lot of trust in this company today. Trust that they have been building for over 10 years with me.
So I will wait for there reply to see what my next step is. The time is over that big companies can pull this kind of marketing tricks on their customers. Shame on you Tomtom!
Comments
Superusers
gongyang, as discussed on call, I would like to inform you that the Lifetime Map of USA, Canada and Mexico is still active on your device ( I have XXL 540 TM) and you will also be able to update the Lifetime maps of your device in future.
Community Manager
However if you look on the EU or US list of obsolete devices the Start 50 isn't listed .... here is the list START 20/25/45/55/60
So are our Start 50s obsolete or not????
Superuser
So you bought your START 50 in the US? The US obsolete list is in fact inaccurate and is being amended by TomTom's FAQ team, as it contains a mixture of European device names and is completely missing some US device names
The adviser also couldn't explain why it is no longer possible to select a region of the US like I did in november for my trip to Florida ........... I guess they expect me to spend about 200 GBP on a new device .............. dream on!!
I have asked for an explanation in writing, lets see what they say
This morning, 29th January, I received an e-mail from TomTom - no previous e-mails received - announcing the discontinuation of such sales and software support. If the machine dies, it dies.
There is reference to an "exclusive discount" for an alternative TomTom device. No prices are shown.
Ring the telephone number given and a recorded message tells you that number is no longer in use! (It does give you an alternative: 11 minute queue).
TomTom, I should like a refund for my recent purchase of Live services. I should also like much more clarity and transparency from you in your business methods. Thank you.
Superuser
As this is a user forum you will need to contact Customer Services to claim a refund
CS United Kingdom
02079 490 134
Monday - Friday: 9:00 a.m. to 5:30 p.m.
Any further suggestion(s) would be appreciated. Thank you.
Community Manager
Superuser
When you call back, do NOT mention which device it concerns, then you will be put through to a rep,
"Silence wins through"
I love how the discount is not only not detailed, but is also only for the highest cost equivalent possible.
For instant for a GO 750 with a 4.3" screen the offer is only for a 620 with a 6" screen rather than the 520 with a 5" screen.
Niall: the message suggests that you have to respond, either "1" for newer devices or "2" for 5+yrs. But I think you are right: say nothing, twice, and eventually you are given a wait time before speaking to a rep.
Eventually, got through to helpful Ramesh. But as he was checking my order details the line went dead .... I am giving this one more go, but beginning to despair.
After some discussion, I am to receive a full refund for the Live services purchased just 4 days ago. After further discussion it was agreed that the Live Service on my current device would cease in 3 days (to coincide with the refund reaching my account) rather than immediately, as was first suggested. (Little victories).
I have spent a long time on hold today, especially to CS. The music strikes me as curious for a SatNav company, as it would be a perfect sound-track to a horse and wagon trundling along the prairie. I suppose the driver could always rely on the horse finding its way home!
TomTom don't give a **** - they've got you're money.
This is about as crude a way of shafting customers as could be imagined... the 'discounted price' - once you unbury it, is more than you can buy the replacement unit for from retailers!
My 2011 540 XXL is still covered for updates. I had lifetime maps
They gave me USA maps, instead of USA and Canada.
Worked fine
Gary
Personally I have the Tomtom 6100 and they write me that my device is no longer supported. If I look in the list my device is not there. So what is it?
I have just send them a email (by the contact form on the website) for clarification. If it turns out they don't support my device anymore I will start legal actions. My device is less then 2 years old. Great that they found away around the marketingterm Lifetime but this won't hold in court (and yes I have experience with this). It's unbelievable that they are doing it this way. Even if my device is still supported I lost a lot of trust in this company today. Trust that they have been building for over 10 years with me.
So I will wait for there reply to see what my next step is. The time is over that big companies can pull this kind of marketing tricks on their customers. Shame on you Tomtom!