My 9-month old TomTom One is dead. TomTom refuses to honor the 1-year warranty

i have a Garmin etrex legend with removable chip. I got it 5 years ago, and have lifetime updates (not cheap, over $100). It STILL works. Its a handheld unit, that is mounted in my vehicle. I can swap out the card for the Topo if i want (free download). When i did have a problem last month updating, it was a 4Mb program i had to install. Garmin support is not as helpful as where i bought it.
 
I had the same problem with a Sony digital camera. I save my receipts but it always seems that when I need one I can't find it. Anyway, the camera died in less than a year. I called Sony and they said with out a receipt, no luck. I asked about my registering it online. They said that didn't matter.

The same day I also bought a Hoover vacuum and when I had problems with it the repair shop just looked at the day it was manufactured. It was so close to the time I bought the vacuum that he didn't believe I bought it on that day so he gave me a few more months of warranty.

I'm happy with my Garmin GPSs but I guess I'll add Tom Tom to the list of Companies I won't buy from along with Sony.

Chad
 
Thanks for letting us know about this. I am currently looking, and will now cross TT off my list, whether you eventually win or not. I hate companies with this kind of attitude, and will not do business with them, sounds like I'll stick with Garmin.

I have a very old etrex that works, but the antennae isn't very good. Everyone says the newer ones are much improved, I'm about to find out.
 
Other than that did you like it and is the model still available in the store?

Buy a new one. Keep it

Return the old one to the store with the new receipt.
You can get them to honour the warranty one way or another..
 
Sorry for your loss however every day really does have a teachable moment..this one is GARMIN..while not perfect, well regarded by most users and they have real people you can talk to. At $80, know it is real money and yours, probably time to move on.

I'm a low-end auto and high end handheld GPS user....never a problem after many years of service with Garmin... my auto product is out of warranty, when it dies, I'll go buy another low-end Garmin unit...when my Garmin eTex Vista HCx also out of warranty dies I'd probably whine a little that it did last as long as my first GPS12 and then go buy another Garmin.

Garmin has earned my brand loyalty.
 
sodak said:
I have a very old etrex that works, but the antennae isn't very good. Everyone says the newer ones are much improved, I'm about to find out.
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A bit OT, but if antenna performance is critical for you, consider a step up in models and look for one with a plug for an external antenna. The performance difference in heavy tree cover or steep canyons is remarkable.
 
oguruma said:
I actually just read the terms and conditions of their warranty service, and it says nothing about providing a proof of purchase to make a claim....
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Eureka! You're right.

The Warranty is not easy to find on their website, but once you dig it up and read it, it doesn't say anything about having to retain the receipt.

Thanks all of your for your great advice. I'm tempted to just throw the thing away and forget about it. But, darn it, I paid for this thing and I paid for a maps subscription for it too. And there's just the principle of the thing too. It just galls me that this company will turn its back on its warranty. So, I'm calling their US Headquarters (and it wasn't easy to dig that number up either) tomorrow and I'll see what they say... especially when presented with their warranty document.

The person I talked to yesterday, Andy, told me that he was the senior supervisor and that there was nobody higher than him for me to talk to. We'll see....
 
Gollnick said:
Eureka! You're right.

The Warranty is not easy to find on their website, but once you dig it up and read it, it doesn't say anything about having to retain the receipt.

Thanks all of your for your great advice. I'm tempted to just throw the thing away and forget about it. But, darn it, I paid for this thing and I paid for a maps subscription for it too. And there's just the principle of the thing too. It just galls me that this company will turn its back on its warranty. So, I'm calling their US Headquarters (and it wasn't easy to dig that number up either) tomorrow and I'll see what they say... especially when presented with their warranty document.

The person I talked to yesterday, Andy, told me that he was the senior supervisor and that there was nobody higher than him for me to talk to. We'll see....
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I used to work in a call center, and there is always somebody "higher" to talk to. Sometimes though, the best option is just to hang up and get another floor agent that might have a different outlook on the situation. Best of luck :thumbup:
 
Bob W said:
A bit OT, but if antenna performance is critical for you, consider a step up in models and look for one with a plug for an external antenna. The performance difference in heavy tree cover or steep canyons is remarkable.
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Thanks, it is, and I'll check it out!

Good luck Gollnick, let us know!!!!
 
Good job Gollnick!!! I wouldn't give up yet. Please keep us informed. I currently own a tom tom and it has done a great job so far, but if they do not cover your warranty. I will never buy another one. I think you should let them see this thread. They have lost more than 80 bucks just because of the negative advertising. Go after it.
 
I use a Garmin 496 for flying, and picked up a Garmin Nuvi for the wife for Xmas.

Love them both. She had a Magellan before, and it was a real piece of crap.


Never used a TomTom, but this turns me away from them a bit. Sorry your unit died.
 
Ken C. said:
Chuck, where did you purchase it? It may be possible to go back to that location and have them look up the receipt and reprint it. I have done this before.

*Thinking about it further, I made my purchase with a credit card. Not sure if it can be done if you paid cash.
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Wally World will do this for you. I know they can go back a month. Don't know how far back.

This is good to know since my Tom still works but will not update online so it will be going out one day. I will just have to consider someone else's product as well.

BTW, I see Esav has something like 50K posts and has not stopped posting. That leads me to believe he is still within posting limits if there are any. You are not even at 25K yet so you have enough time to discuss the forensic thing if you want to get that off your chest. :)
 
Unfortunately, when you are out of cell range, you lose GPS with the Droid..Did this last summer and had to switch over to my Nuvi..But generally speaking...I do agree..The Droid is much better!
 
Call them every day and bug the heck out of them until they give you some love. Sooner or later, they will want you to go away.

Stuff like this bugs the heck out of me.
 
TomTom's US HQ is in Concord, Mass. But, call the main number, 978-287-9555 is useless because if you don't know the extension of the person you want, it transfers you to a general voice mailbox.

I spent 12 minutes on hold on the 866-486-6866 and ended up with Roy. After arguing with Roy for upwards of 45 minutes, after he, himself, accessed the warranty online and saw that it does not require a receipt, he still refused to honor the warranty.

I then spoke for about 20 minutes to a "supervisor" named Robert who was even more belligerent. They acknowledge that this unit should be under the warranty, but they simply refuse to honor it.

I am expecting a call from a "Customer Relations Specialist" by the end of this week.
 
Gollnick said:
TomTom's US HQ is in Concord, Mass. But, call the main number, 978-287-9555 is useless because if you don't know the extension of the person you want, it transfers you to a general voice mailbox.

I spent 12 minutes on hold on the 866-486-6866 and ended up with Roy. After arguing with Roy for upwards of 45 minutes, after he, himself, accessed the warranty online and saw that it does not require a receipt, he still refused to honor the warranty.

I then spoke for about 20 minutes to a "supervisor" named Robert who was even more belligerent. They acknowledge that this unit should be under the warranty, but they simply refuse to honor it.

I am expecting a call from a "Customer Relations Specialist" by the end of this week.
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Good for you Chuck... Like you, though it isn't a lot of money, they are pi$$ing on the principle now and I'd be relentless also.

Keep us posted on how this finally ends up. I have been looking to buy one of these things as a gift for my son, and the Tom-Tom was in the mix, but NO LONGER. I'll spend more money if need be, and buy someone else's product.

Frankly, if this ends up to the point that they do not satisfy their warranty with you, I'd like to call them myself to tell them I won't be buying a Tom-Tom and why. Of course I wouldn't do that until your issue with them is concluded.

This kind of stuff just jerks my chain no end!:mad:
 
Bob W said:
Moral of the story: Buy online you can reprint receipts at any time. :thumbup:
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I don't have the rebate form anymore, but when I bought my Garmin Dakota I think the rebate said something about no online receipts. Luckily I bought mine in a store so I didn't have to try and see how that worked.

Chad
 
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