Dreadful Customer Service

Canonista
Registered Users Posts: 2 
Apprentice Seeker

Apprentice Seeker
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?
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?
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Comments
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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
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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
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...
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If Wi-Fi is not available or is slow/unstable/unreliable.....
See Option... (2) Connect over USB
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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
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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
ATB YFM
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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
Vikram0 -
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.0