A lesson in stupid Customer Service from TomTom

Recently my TomTom SatNav device decided it didn’t want to play anymore. It had been acting up for a while, so it wasn’t exactly unexpected.

I had gotten used to it refusing to work on battery at all [it isn’t an old device, less than 6 months old], but then the Live Services stopped working (telling me the battery was too low despite being on connected to my car etc). The final straw was when it decided to start rebooting constantly.

Every few minutes it restarted, naturally at those moments when I was expecting to need help getting somewhere, not when I was sat for 80 miles on the motorway or a long lonely stretch in the middle of France. Worse, at night, each reboot made it switch to daytime colours.

Still, not to worry, technology goes wrong, and the device is under warranty.

Then the madness began.

Despite various posts online telling me it takes ages to get through to someone at TomTom, I was actually pretty impressed that my call at peak time was answered within a minute. So far, top marks.

Describing my issues (which seem pretty commonplace on my model, the Go Live 1005 Europe Edition) was not a problem, and I progressed to the repairs stage. Fit took about 20 minutes to spell out my address to the operative, despite not being the most tricky address, both. Words, phonetically, and good old pigeon mode. Sorted. Or so I thought, with a lengthy phone call done and the promise of a box to ship the faulty one back within a couple of days.

12 days later, still nothing, and as I had been busy hadn’t really thought about it, imagine my surprise when I find an email about my return. I go online to find the address they have is a bizarre and massively inaccurate variation. Even with Royal Mails ability to find places with vague info, I doubt they had any hope in this case.

Back through to TomTom Customer Services, the bloke I speak to is pretty cheery, apologetic and says he would have to open a new RMA to ensure the box is sent. No problem, he takes all the details over. New RMA, box promised in the next couple of days. Result! Well no…

Roll forward another few days, still no box. I get annoyed and rant about it online via Twitter. A TomTom rep gets in touch and asks me to email details to them. I do. I wait another couple of days. Nothing, no acknowldgement, no response. Still one annoyed customer.

So I reply to TomTom via my open RMA and suggest that they explain where this box is, and why, given I still have the original packaging I cannot just put it back in the box it came in (must be good enough right?) and if they give me the address I will just get it sent, after all we a talking nothing much for postage compared to my time and hassle.

After a couple of emails to and fro (one of which tells me that it isn’t TomToms fault my second box did not turn up, but didn’t suggest who was responsible), I eventually get told that the box they ship the device in isn’t suitable, but I can package it up and they will give me details to send it.

Hurrah, they do, and it turns out I can just call UPS with an account number and the relevant details given to me and they will come and get it. I do, and UPS turn up, take it away. Progress at last.

I get an email the next day to say TomTom’s repair dudes have received my broken Sat Nav. Later that day I get another email to say a replacement device is being sent.

The very next day, my new Sat Nav turns up. This begs the question… why the hell was getting a box such a big deal, like sure make it an option, but the whole process could have taken 3 days (most of which was transit) and not the best part of 6 weeks.

All being well I will be able to use my Sat Nav normally this coming week, which will be a relief to my father who has been playing a game of SatNav relay with me for the last few weeks (and boy do I miss the re routing past traffic jams feature!)

But for the smallest change in the process, I could have been a pretty satisfied customer instead of a mostly miffed one.

Tags: , , , , ,

Leave a Comment