Lenght of support for TomTom products should it be longer then until you open the box? — TomTom Community

Lenght of support for TomTom products should it be longer then until you open the box?

SanderRider550SanderRider550 Posts: 6 [Master Traveler]
edited January 2019 in RIDER
I've bought a TomTom Rider 550 on May 31st on the TomTom website. The bike mount did not give any power to the device.
When trying a different mount (not the cable to the battery) at a shop it worked immediately.
I think I'll get a replacement and an apology.
No I have to send it back to be repaired.
Not very good service I think, but I'll just send it back for repair.
I get it back in a decent timeframe, with a note (see picture):
The article is not supported (anymore).
The bloody thing came broken in the box, is a few weeks old and for a product that only just came out.
What is TomTom trying to achieve? Being the company with the worst service record in history?
I buy a 499 Euro TomTom Rider Premium Pack and than this is the "service" I get?


  • ztech6ztech6 Posts: 55 [Renowned Wayfarer]
    Very poor indeed, Have you called customer service?
    I am sure someone made a mistake this is the current model you need to contact customer services in your country
  • NiallNiall Posts: 10,911

    Contact Customer Services

    :flag_nl: Nederland (Holland)
    020 850 1007
    Maandag: 09:00 tot 17:30
    Dinsdag t/m vrijdag: 09:00 tot 16:30
  • SanderRider550SanderRider550 Posts: 6 [Master Traveler]
    I have send an e-mail, but not yet called.
    Partly due to the time it takes to get someone on the line.
    Partly because I had a English speaking representative the last time, who told me to contact him if I had anymore questions.
    Partly because of the terrible waiting musac.

    I'll have another go at it though, but I doubt they can restore my trust.
  • SanderRider550SanderRider550 Posts: 6 [Master Traveler]
    I've called and the helpdesk suggested the returned TomTom holder could be a different one. This could be done by checking the serial number which should match the TomTom Rider one, if it was the same.
    Which I didn't check after reading the letter.
    So I came home and checked and it was a different serial number.
    Then I tried to see if it worked and it did.
    Problem was a wrong letter with the returned article and not bad service.
    Anyway the problem is fixed.

    The only thing I can blame TomTom on is a DOE holder, which can of course happen.
    And not so good communication.

    I can recommend TomTom again, but I would suggest not to buy directly.
    This way I think the problem could be fixed faster, by a retailer that can swap the broken item immediately.
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