Tom Tom Customer Service

These days it seems to be impossible to get an answer to a simple question…

How much do you charge to replace the battery on my Sat Nav? Read from top to bottom

Customer Steve Morton 13/03/2011 10.37 AM
Hi
My battery on my GO 720 doesn’t hold it’s charge for very long (10 mins!) Can you please tell me what you charge to replace the battery? The device is no longer in warranty and I suspect the battery might be excluded from that anyway.
Thanks
Regards
Steve

Response Sophia (UK) 14/03/2011 06.41 AM

Dear Steve,

The reference number for your query is 110313-003597.

Thank you for taking the time to contact TomTom Customer Support. My name is Sophia and we are always happy to help.

Let me assure you that, I will provide you with accurate information.

I understand that, your TomTom device battery does not hold charge and would like to replace the battery and wants to know as what is the charge for replacing the battery of your TomTom device.

I would like to inform you that, we do not replace or sell battery of TomTom devices. As you have stated that, your TomTom device battery does not hold charge, we can book your TomTom device for repair.

Before booking your TomTom device for repair, I would request you to please go through the email details provided below:

When your device battery does not hold charge, it is necessary to follow a procedure to reset the device battery. We would also like to add that it is very normal that the device needs to be reset occasionally.

In most cases, if the device does not turn on at all, it usually means that battery has run down completely.

When you switch your TomTom device off, it still consumes some of the power of the battery even though it is switched off, so after a few days, you will find that the battery has drained. After this point, you will need to fully charge and reset your device.

To reset your TomTom device do the following:

• Connect unit to the computer
• Make sure that the green light is illuminated on the TomTom device
• Leave your TomTom on charge for 4 hours
• Please visit http://www.tomtom.com/6965 and follow the reset instructions

Press the power button for 10 seconds. The unit should then come on. If not, then press the reset button, put it on charge for 2 – 3 hours, press the reset button again then press the power button.

Try charging with an alternate charger and check whether your device holds charge.

If your unit does not switch on when you have tried all this, then you have a hardware fault and it will need to be repaired and we will require the Serial No. (located on the base of the unit by the barcode).

Should you need to contact TomTom Customer Support, please call us and quote the following reference:- 110313-003597

Please also state :-
- Does the TomTom switch on when you connect it to your Computer?
- Does the Green light come on when you connect the TomTom to Windscreen Dock and In car charger?
- Does the TomTom switch on when you remove the SD card? (where applicable)
- Does the unit smell burnt?

If the device does switch on, please state how long the battery lasted for when you switched the device on and left it running on its own power.

Please can you confirm what your Serial Number is?

It can be found on the base of the device, by the barcode on the white sticker. It usually begins with ‘C_No’ or ‘S/N’ followed by one or two letters and a series of nine or ten more digits. E.g. ‘V12345A67890′ or ‘RB1234I6789′.

POP: Please provide me with the proof of purchase for your device.

Updated address and telephone number: I would request you to provide me with the updated address details and telephone number.

Let me know the progress made.

I will be waiting for your reply.

Thank you for your valuable time and for giving me an opportunity to assist you.

With Kind Regards

Sophia
The TomTom Customer Care Team


Customer Steve Morton 16/03/2011 06.04 PM

The unit serial number is M61497A02953

I have performed the reset procedure twice in the last couple of days in both cases followed by a four hour charge.

The unit never has a problem starting and always shows the green light to show it’s charging. But once disconnected from the power source (Car or PC) the battery indicator drops quite quickly. The best battery life with bluetooth and FM transmitter turned off is about 20 minutes.

The unit is outside of warranty. It was purchased in 2008:

All I need from you really is an estimate of the cost of repair (battery replacement) if it’s not economical to repair the unit, I will either continue to use it but only powered from the car, or consider replacing it with another sat nav, possibly not a TomTom.

Thank you
Regards
Steve


Response Sophia (UK) 18/03/2011 06.16 AM

Dear Steve,

The reference number for your query is 110313-003597.

This is Sophia from TomTom Customer Support.

Thank you for your email update.

I understand that, your TomTom device only holds charge for 20 minutes when disconnected from the main power supply.

You would also like to know as what will be the expected cost of the replacement battery.

As your device is outside of its warranty period, I can book the repair so that we can bring in your device to be checked. Once we have determined the cost of the repair, we will let you know via email what the repair will cost.

If you decide to pay for the repair we will repair your device, send it back to you and the warranty will be extended by 6 months.

If you decide not to go through with the repair we will send it back to you unrepaired and the inspection would not have cost you anything.

Please let me know if you would like me to create a repair for your device by replying to this mail.

Once I have your confirmation, I will book your device in for a repair and let you know how to send it in to us.

I look forward to hearing from you.

With Kind Regards

Sophia
The TomTom Customer Care Team

Click here to reply: http://uk.support.tomtom.com/

If you have any further questions, please do not hesitate to contact us again. Alternatively, visit our support website http://www.tomtom.com/support where you can find many helpful tips and troubleshooting steps to manage your device. Our contact details are on http://www.tomtom.com/368.


Response Sophia (UK) 21/03/2011 06.26 AM

Dear Steve,

The reference number for your query is 110313-003597.

This is Sophia from TomTom Customer Support.

Thank you for your email update.

I understand that, you would like to know the battery repair cost of your TomTom device; however, would like to inform you that, we do not have the cost estimation of the repair work done at our repair centre.

We can book your TomTom device for repair and then we can bring your device at our repair centre. Our concerned department will look into the fault and will inform you about the repair cost.

If you decide to pay for the repair we will repair your device, send it back to you and the warranty will be extended by 6 months.

If you decide not to go through with the repair we will send it back to you unrepaired and the inspection would not have cost you anything.

Please be assured that, your device will be handled and repaired under best conditions.

Please confirm, so that I can proceed to book your device for repair.

I will be waiting for your reply.

Thank you for your valuable time and for giving me an opportunity to assist you.

With Kind Regards

Sophia
The TomTom Customer Care Team

Click here to reply: http://uk.support.tomtom.com/

If you have any further questions, please do not hesitate to contact us again. Alternatively, visit our support website http://www.tomtom.com/support where you can find many helpful tips and troubleshooting steps to manage your device. Our contact details are on http://www.tomtom.com/368.


Customer Steve Morton 19/03/2011 06.33 PM
What would the typical cost of a battery replacement be? That is all I ask…

Customer Steve Morton 21/03/2011 07.41 AM

So if I decided to go ahead with this repair and send you the unit, because you are not willing to tell me the estimated cost of the replacement battery until you have seen the unit. Can I ask where will I have to post the unit to, so I can get some idea of the cost of the postage that I will incur, otherwise I might be spending a lot on postage then I find out the cost of the repair is uneconomical and I will have wasted this money on the postage that I could have put to buying a new Sat Nav.

Thank You.


Response Sophia (UK) 22/03/2011 08.37 AM

Dear Steve,

The reference number for your query is 110313-003597.

This is Sophia from TomTom Customer Support.

Thank you for your email update.

I understand that, you would like to know if any postage charge will be applied to you if you sent us your TomTom device for repair.

I would like to inform you that you that, once I will book your TomTom device for repair, you will receive an email from our repair centre asking for your contact details as well as device details.

Once you fill the details, within 3 to 4 days you will receive a shipping pouch from our repair centre with the receipt as how and where to send the device for repair.

Please be assured that, you will be instructed step by step to send your TomTom device for repair.

Can you please confirm, so that I can book your TomTom device for repair?

I will be waiting for your reply.

Thank you for your valuable time and for giving me an opportunity to assist you.

With Kind Regards

Sophia
The TomTom Customer Care Team

Click here to reply: http://uk.support.tomtom.com/

If you have any further questions, please do not hesitate to contact us again. Alternatively, visit our support website http://www.tomtom.com/support where you can find many helpful tips and troubleshooting steps to manage your device. Our contact details are on http://www.tomtom.com/368.


Customer Steve Morton 22/03/2011 08.50 AM

OK I give up. I’m obviously not talking to a real person but to a bit of software.

I asked the location of the repair centre so I can estimate the cost of the postage from me to Tom Tom.


Response Sophia (UK) 23/03/2011 07.17 AM

Dear Steve,

This is Sophia from TomTom Customer Support.

Thank you for your email update.

I understand that, you would like to know the location of the repair centre, so that you can estimate the cost of the postage for your Tom Tom device.

Unfortunately we cannot continue to solve this case via email, and we would request you to please call us so that we can assist you better over the phone.

I will really appreciate if you can please call us.

Please contact us by using the telephone number given below:

Tel: 0845 161 0009

You can reach us on this number Monday – Friday between 09.00 and 18.30 UK time.

Our contact details can also be found on our website at:-
http://www.tomtom.com/368

With Best Regards

Sophia
TomTom Customer Support Team

 

 

And surprise surprise they closed the query…  this I’m afraid is typical of Tom Tom customer service. I will be looking elsewhere next time I buy a Sat Nav,

Their unhelpful customer service raised it’s ugly head again this weekend when I was trying to order a Map Update subscription. I kept getting a very unhelpful error message of ‘Internal ServerError’  I emailed them and sent them screen shots and lots of stuff, not a word from them in four days.  I solved the problem myself in the end.

I wonder how many ordinary folk just don’t bother to ever update their Tom Tom’s because of issues like this or they just chuck them in the bin.

6 comments to Tom Tom Customer Service

  • Alison

    A bit delayed but catching up on my blog reading today. Saw this on Twitter and chuckled out loud (although i can imagine your frustrations dealing with their customer service). So infuriating (and would make me think twice about buying that brand)….

  • david schomer

    my tomtom has big red X on screen does nothing else

  • “Lifetime” maps would be until battery failure or other need to junk the rubbish.
    TomToms work ok but are a waste of money compared with apps for smart phones

  • s.turner

    I found talking to them very helpful but standard charge for any out of warranty €105 about £87!! Cheaper to buy new.

  • james

    tom tom customer service went the extra mile with me. very helpful& understanding…i will always use tom tom truck sat nav…i feel thy are as part of my family ..

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