Another Example Of Tom Toms Shabby Customer Service any advice please

topnotchdj

Has anybody got any ideas as currently I'm drawing a total blank from their customer service dept but i'm not prepared to let the matter rest

any advice would be gratefully received

Many Thanks








Thank you for contacting TomTom Customer Care
The reference number for your query is
Unfortunately once a repair fee has been determined we cannot request it to be lowered.

If you do not wish to pay this fee I can request for the device to be returned unrepaired. If you would like me to do so please reply to this email.


With Kind Regards





Can you please confirm when exactly did you purchase this device (date of purchase) in order to research this case further?

With Kind Regards

The TomTom Customer Care Team

Item purchased Feb 07




Dear Sir/Madam
I have an ongoing issue regarding a broken usb connection on a tom tom ref: DER3270144 i have received a price to repair it of 145euros which I think is disgraceful in 3 ways.
1 this particular unit had a new circuit board fitted under warranty in november 2007 so i would presume that this item was located on said board.

2. it took 3 attempts on my part to get this item collected starting back on the 16th of march as my first 2 requests for a royal mail package never reached me and i ended up having to use your ups account to get the item collected after waiting a considerable time for the royal mail packages which to date i still havn't received

3. how can it cost 145 euros to re-solder a usb socket onto a circuit board 145euros is approximately £130 when i can get a new item for £85 delivered, this to me is completely out of all proportion to the cost of the unit

I await your response on my above problem and hope that you take this matter very seriously








Latest email from myself to tom tom:

I have received your email regarding your companies refusal to look at the price of the repair.
I am extremely disappointed with your approach to customer service as my original questions were not answered to my satisfaction.
I have included these again for yourselves to refer to.
1 this particular unit had a new circuit board fitted under warranty in november 2007 so i would presume that this item was located on said board.
2. it took 3 attempts on my part to get this item collected starting back on the 16th of march as my first 2 requests for a royal mail package never reached me and i ended up having to use your ups account to get the item collected after waiting a considerable time for the royal mail packages which to date i still havn't received
3. how can it cost 145 euros to re-solder a usb socket onto a circuit board 145euros is approximately £130 when i can get a new item for £85 delivered, this to me is completely out of all proportion to the cost of the unit

Furthermore since I have started this correspondence with your company I have investigated further through the consumer sites I belong to.......Moneysavingexpert etc and find that I am not the only one experiencing these issues with yourselves and am rapidly losing all faith in your company as your current approach seems to be you've bought the product and if it goes wrong buy a new one.
Finally regarding the price of repair as your service is outsourced I would have thought it was in Tom Toms best interest to keep this competitive to keep their customers happy and not just let it become a profit centre for their third party supplier
I await your response

Yours Faithfully

fwor

I reckon your only chance of being able to force anything on them is if you can demonstrate that the USB connector failed due to a design fault - which will be quite difficult to do.

As long as they can reasonably claim that the damage was user-inflicted, they can quote what they like to repair it.

Probably the best bet would be to get it back unrepaired, flog it as "spares or repairs" on Ebay, and go and buy an entry-level Garmin.

Sadly, their fairly dominant market position means that there is little incentive for TomTom to improve their appalling Customer Service organisation (I know - I've experienced it myself) until people start to go elsewhere in big numbers.

RobertoMoir

I have to agree with Fwor's assessment of Tomtom's customer service.

I think I stand a better chance of dating Anne Hathaway than you do of coming out of dealing with their support department entirely happy and without having to jump through all kinds of hoops.

And I really don't think that late 30s IT geeks are really Anne's type, just in case you're thinking "Oh that's probably Brad Pitt posting under an assumed name, he can probably ask Anne out no trouble, I guess that means tomtom are OK really".

topnotchdj

and to cap it all Tom Tom have had the cheek to send me a customer satisfaction survey just how poor does a company have to be to realise that asking someone how satisfied they are with a company when they are engaged in the mother of all rows with them will not illicit a very good response


Avoid this company at all costs I think they are trained in the Basil Fawlty school of customer service

prowla

elicit.....

yorksrabbit

145 Euros is absurd.

And it's the wrong currency, anyway.

For further information about TomTom fees, go to this thread at post #6:

http://www.pocketgpsworld.com/modules.php?name=Forums&file=viewtopic&p=475694&highlight=#475694