TomTom customer service is BadBad

I bought a Tomtom go 300 and tried to "install" it.

I didn't get very far since it came with an empty "pre-installed" sd
card.

The 866 number is next to worthless. They are unable to connect me to
"level 2" support. I had to wait a couple of days before someone
called me back and left a voice mail saying it was my responsibility
to ship the SD card in to them so they could load it and mail it back
to me. Something like 5-7 business days after they get it.

Nice.

I call back and complain that since they are the ones that gave me the
empty SD card why is it my responsibility to ship it back to them?
They refuse to send me a new card without charging me for it and the
wait for a call back from "level 2" begins again after I get a
supervisor and she agrees that I can use TomTom's fedex account to
ship the card back to them.

But I have to wait for "level 2" to call me back again to give me the
fedex info since the supervisor claims it's impossible to connect to
them directly from calling the 866 number.

It's now 3 days and still no call back with the fedex info.

In the meantime, I open a call with the web site and after 5 days I
get a near incoherent response on how to download and reset everything
from their website. At least I think that's what it says. It's hard to
tell.

What a joke.

Sounds like its been frustrating! I've never had issues with the GO
300 but I've heard from others that TomTom is typically helpful once
you get them on the phone. Have you tried calling back the 1-866 # to
get an update on when you should expect to hear back? If they are
willing to send you a new SD card, I'd probably wait for that rather
that try to figure it out from the site. Though if you can do that,
more power to you. Can't blame you for wanting to be able to use your
300!

wrote:


I finally heard back and was given their fedex number.

I sent the empty disk to them via fedex overnight and it was delivered
March 3rd.

Haven't heard a peep from them.

I've avoide calling them because you can never get the "level 2"
people who are actually working on your issue. It's always, "Leave
your number and the level 2 people will call you back at their
convenience".

The people answering the phones at the 866 number claim it is
impossible for them to connect me to the level 2 people.

The only option is to wait for a call back when they get around to it.

All this aggravation and expense of back + forth because they refused
to send me out a new disk until I mailed back the empty one.

After my first phone call they could have put a new disk in the mail
to me with a stamped self addressed envelope for me to send the bogus
one back and we'd be done with this.

But no. They don't dare trust me with a new disk until they get the
defective one back.

What could their cost be on a disk? Much less than it cost them for
all this I'm sure.

What nonsense.

Sean

I just spent 22 minutes on hold and again was told there was NO WAY I
could be connected to level 2 support.

He said they did not have the phone number and it was IMPOSSIBLE for
him to find out how long I would have to wait for a call back.

All he would say is that the call back time is about 2 business days
because of the high call volume.

No shit.

What a shitty company.

Sorry if i've missed something, wouldn't it be easier to take it back to the
retailer you bought if from and ask for a replacement?