Tom tom

lee2140

Does anyone know how I can speak to a person at tom tom or where I can get help?  I purchased a 6250 tom tom in January   2022 and took till October 2023 before they would take it back even though it had two years warranty! They returned it 10 days later with the same fault and a lot of the software  missing. So it had to be returned again. But this time they did not send my brand new one back they send a second hand replacement! Again  most of the mapping truck software missing! So they will not answer emails I have called Tom Tom no reply. I have emailed the ceo no reply. I sent an international letter with/documents photos etc to Holland at a cost of £12. Only now for the post office to say it arrived in Holland and now seems to have gone missing! If I go on chat I just get cut off. So I have a £400 tom tom now out of warranty which I lost the warranty as it took nearly two years to sort this. A tom tom which is second hand and not the  new one  sent and a tom tom I cannot use the truck software is now missing. Any  help would be appreciated! 

Alderbank

lee2140 said:

Does anyone know how I can speak to a person at tom tom or where I can get help?  I purchased a 6250 tom tom in January   2022 and took till October 2023 before they would take it back even though it had two years warranty! They returned it 10 days later with the same fault and a lot of the software  missing. So it had to be returned again. But this time they did not send my brand new one back they send a second hand replacement! Again  most of the mapping truck software missing! So they will not answer emails I have called Tom Tom no reply. I have emailed the ceo no reply. I sent an international letter with/documents photos etc to Holland at a cost of £12. Only now for the post office to say it arrived in Holland and now seems to have gone missing! If I go on chat I just get cut off. So I have a £400 tom tom now out of warranty which I lost the warranty as it took nearly two years to sort this. A tom tom which is second hand and not the  new one  sent and a tom tom I cannot use the truck software is now missing. Any  help would be appreciated! 

Welcome to the forum.

You bought in Jan 2022 so to be fair it was not brand new almost 2 years later. Presumably they could not find or fix the fault so replaced it with the same model of a similar age which is permitted in consumer legislation.

Did you buy the satnav directly from TomTom or from a retailer such as Halfords?

There is usually a warning when returning computer type stuff for repair to remove any of your own software as well as your ID, passwords, etc.

Did you buy the truck software from the same seller? Do you still have the truck software? If so, can you just install it again? If not, will the software seller send it again?

born_again

Where did you purchase it from?

Aylesbury_Duck

lee2140 said:

Does anyone know how I can speak to a person at tom tom or where I can get help?  I purchased a 6250 tom tom in January   2022 and took till October 2023 before they would take it back even though it had two years warranty! They returned it 10 days later with the same fault and a lot of the software  missing. So it had to be returned again. But this time they did not send my brand new one back they send a second hand replacement! Again  most of the mapping truck software missing! So they will not answer emails I have called Tom Tom no reply. I have emailed the ceo no reply. I sent an international letter with/documents photos etc to Holland at a cost of £12. Only now for the post office to say it arrived in Holland and now seems to have gone missing! If I go on chat I just get cut off. So I have a £400 tom tom now out of warranty which I lost the warranty as it took nearly two years to sort this. A tom tom which is second hand and not the  new one  sent and a tom tom I cannot use the truck software is now missing. Any  help would be appreciated! 

You'll need to look at the warranty terms to see if sending a second-hand replacement is in accordance with the warranty.  It sounds a bit of a mess, and I suspect that even if consumer rights were a route you considered taking, instead of a warranty claim, it may prove fruitless because a) you can't get hold of them anyway, b) after this length of time you'd have to pay for an independent inspection to prove the fault on the original unit but you don't have it, and c) if you bought from a Dutch retailer, it's Dutch consumer law that applies.

Which retailer did you buy it from?  Probably a moot question, given you don't have the unit you actually purchased.

I'd try their social media channels to see if you can get some action.  Be factual and polite.  Go in all guns blazing and they'll probably just ignore or block you.

Alderbank

Just to clarify, the satnav you now have is working?

Your issue is (1) that you have a replacement unit and (2) there is an issue concerning the truck software?

Is the truck software TomTom's own or is it third party?

lee2140

Hi yes it was brand new in January 2022. It developed the fault two days after purchase from Tom Tom and has never been used since. As stated it took from January 2022 to October 2023 for them to take it back to get so called repaired after over 150 email saying  it needed to go back. I have tried everywhere you just cannot get to speak to a person etc and I a, out of pocket £400 with a now a second hand unit that  does not work.

lee2140

No the second hand replacement  is not working it’s still missing most the truck mapping etc. even if you make it brand new do a factory reset it’s still not all there. It’s all tom Tom purchased from Tom Tom direct. 

Alderbank

TomTom do a lot of professional software for drivers of large vehicles.

Are you a trucker and was this device bought to assist you with your job?

lee2140

Yes I am a trucker  and had snooper and tom tom over the years with no problems before this. I got the 6250 as it has its own SIM card so you don’t have to use mobile data on your phone or connect your phone at all. 

Alderbank

You do have legal rights to get what you paid for but you are not a consumer within the meaning of the UK Consumer Rights Act so the relevant law I think is the Sale of Goods Act 1979.

As above, TomTom is a Dutch company but their English language pages say

18 Governing law and competent court

These Terms and Conditions and any disputes related to these Terms and Conditions or to the purchase and use of the Products, Services, Apps, User Data, User Contributed Data or otherwise are subject to English law.

The English courts shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with the Terms and Conditions (including any non-contractual disputes or claims). 

TomTom Ltd has a registered address at 63 Elizabeth Street, London, SW1W 9PP

born_again

Will it not download the software? 
Is it connected to a WiFi network at all?