Dreadful Customer Service

Canonista
Canonista Registered Users Posts: 2
Apprentice Seeker
edited December 2021 in Devices using Wi-Fi®
I recently purchased a TomTom Premium X from the TomTom online store, when I turned it on for the first time and attempted to update it to the latest map it kept dropping the WiFi signal, so it was essentially faulty upon delivery, I immediately contacted customer services who advised me to return it which I did, a month ago.

I naively expected TomTom to send a replacement to me within a week or so, when that didn’t happen I contacted customer services a couple of weeks ago explaining that as I bought this solely to use on a month long road trip to the US departing on the 11th June I needed the replacement to arrive by the 10th June in order to load on the numerous destinations etc. Despite making four lengthy phone calls to TomTom chasing up the replacement or even repairing the defective unit TomTom are still unable to give me any idea of when I’m likely to receive a replacement so I’m now left in the situation of having to purchase another device (certainly won’t be a TomTom!) and seek a refund on the ironically named “Premium X”.

So long story short are TomTom customer services normally this bad? Does anyone on here have experience of returning a faulty upon delivery item to TomTom?

Comments

  • YamFazMan
    YamFazMan Posts: 20,797
    Superuser
    edited June 2019
    Hi
    @Canonista

    I realize the Information I'm giving you now is a little pointless in your situation, as the device has been returned, its a shame you didn't post here first
    But it might help some one else having Wi-Fi Connection problems

    The site Moderators should pick this up in the Morning
    ____________________________

    The NAV5 (Wi-Fi) devices like you’re Premium X normally update using Wi-Fi...

    TomTom Video... Updating your navigation device using Wi-Fi®


    If you have successfully connected your device to your Wi-Fi....
    To check your Connection Speed, Signal Strength & Quality
    On the Device... Tap 4Dot (.... Menu) --> Settings --> Wi-Fi
    Tap on the Your Wi-fi name (The one Showing as connected)
    A new Menu Page opens

    7g8gwfpx1swt.jpg
    On the left-hand side of the screen is your Wi-Fi Connection Status

    Tomtom recommend a minimum Wi-Fi download speed of 30Mbps
    Tomtom NAV5 (Wi-Fi) devices will only connect to a 2.4GHz Wi-Fi network
    All the update actions are executed on the device...

    ___________________________

    If Wi-Fi is not available or is slow/unstable/unreliable.....
    See Option... (2) Connect over USB
    ___________________________

    Option... (1) Connected Wi-Fi
    Tap the 4Dot(.... Menu) --> Setting --> Updates & New Items
    Extra Maps are Installed/Maintained... Tap the 4Dot(.... Menu) --> Setting --> Maps

    I always update my devices one Update at a time
    The NavCore Application and QuickFixGPS updates are force ticked by Tomtom... Deselect any other updates like Maps, Speed Cams etc... Update the mandatory item/s first, when complete update the remaining items one at a time

    Note... NAV(5 Wifi) devices connected over Wifi do not require MyDrive Connect to be running Even if myDrive is running you have no access the MyDrive Connect menu structures as used by the previous NAV3 & 4 devices

    Option... (2) Connected USB
    If Wi-Fi is not available or is slow/unstable/unreliable.....
    Tomtom recommend a minimum Wi-Fi download speed of 30Mbps
    Updating your new NAV5 (Wi-Fi) device over USB will require "MyDrive Connect"
    Get it here.....
    www.tomtom.com/getstarted
    Run MyDrive Connect.....
    Note... The NAV(5 Wifi) devices have no access the MyDrive Menu structures as used by the previous NAV3 & 4 devices
    Connect your Device to a USB Port on your PC
    Updating a NAV5 (Wi-Fi) device using USB is the same as using Wi-Fi, all of the update actions are executed on the device...
    Tap the 4Dot(.... Menu) --> Setting --> Updates & New Items
    Extra Maps are Installed/Maintained... Tap the 4Dot(.... Menu) --> Setting --> Maps
    __________________________

    Note... MyDrive Connect will only show a "Splash screen" saying "Connect your device using Wifi" etc
    If required you can close the 'Main Mydrive Window' showing the "Connect your device using Wifi" Splash screen... MyDrive Connect only needs to run in the background on the PC TaskBar


    27bxc59f2s23.png
    ATB YFM
  • VikramK
    VikramK Administrators Posts: 13,745
    Moderator
    edited June 2019
    Hi @Canonista

    Sorry about the delay to provide you with a replacement for your GO PREMIUM X.

    I just reviewed your case and I see that it's been escalated to a team which looks after repairs and replacements.

    I am unsure why this was not done before :(

    I will send a heads up to speed up the process.

    Regards
    Vikram :)
  • Canonista
    Canonista Registered Users Posts: 2
    Apprentice Seeker
    Thank you for your comments guys, as I'm now in the situation of TomTom being unable to supply a replacement unit I've now requested a refund. Very disappointing.