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Question: Bad and frustrating experience with TomTom support


Virge52 Author

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2 October 2017, 08:58

I have bought a Rider 400 about three months ago and two weeks ago after only riding on Sundays with the club only short distance on the highway a big part inside went loose (maybe battery) and was making noise when shaking the unit in my hand.
I contacted TomTom support and they created a job and they created a job reference number 170920-xxxxxx, reference number DERxxxx635. In the document I received is stating that I have to take my TomTom Rider 40 to the repair center in Midrand, South Africa. Firstly it was not a TomTom 40 but a TmoTom 400 and serial number was : KExxxxxxxx92. Also on the document from Support was specified that the device screen was going inside which is a lie.
I took the Rider to the repairs centre and they opened another job, repair no. 174069TSA, fault no.OT03 - Does not turn on (which again is a lie). I have been told that I will get a new unit which was not necessary, my unit was already new (I guess just fixing the loose part inside would have been enough), and that it will take 2 to 3 hours to have the firmware and maps loaded to it.
Anyway, 3 days later I go to pick it up, new serial number: KExxxxxxxx88. Back home I hook it to MyDrive Connect add it to my devices and do app updates. Big issue now: map update is once off and lifetime speed cams are only valid for three months.
Now I contacted the TomTom support again and they fixed the maps issue now having lifetime maps but the speed cams is still valid for 3 months. After complaining again I have been told that I will have life time speed cams after 3 months which it is not good enough.
In my opinion this is not good enough and TomTom is selling bad products and offers bad service. I want to have what I paid for right now: TomTom Rider 400, Lifetime maps, Lifetime traffic and Lifetime speed cams. If the Speed Cams issue is not fixed I want a full refund.


Mod edit: Please don't post private or personal information on a public forum.Thanks!
  • basix

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    2 October 2017, 15:08

    It is standard procedure to get a replacement device. How else do you expect to get your device serviced so quickly?

    Rider 40 = Rider 400, just the maps are different. Unsure how that works out in South-Africa though. Just be patient, I'm sure it will work out fine. Unless you're really unhappy with the device, I'd send them another update to ask for doing the necessary things to get what you initially paid for.
  • Virge52 Author

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    2 October 2017, 15:38

    I am happy with my device but frustrated when I have to waste time trying to have the lifetime speed cameras activated. What I want to say is that the replacement unit should have been a real Rider 400 from the start.
  • 954dk
    Replies: 196

    2 October 2017, 16:31

    One day you will probably sell your Rider. And when that day comes, you won't be able to announce it as a Rider 400, unless you can convince the buyer.

    The Rider 40 only has 8GB memory and the 400 has 16GB.

    The maps are AFAIK also different:
    * Western Europe (40) / Europe (400)
    * Regional (40) / Continental (400).

    If I were you, I would go for a real 400 or a full refund!
  • Virge52 Author

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    2 October 2017, 22:45

    Hi 954DK, thanks. I will check. Is the memory size for the flash rom?
  • Virge52 Author

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    3 October 2017, 07:36

    I verified and I have Africa continental map but only 8GB internal storage. Does it mean I have a Rider 40 loaded with continental map? I have loaded a pic with the original box, you can see Rider 400 on top and the serial number on the front side.
  • 954dk
    Replies: 196

    3 October 2017, 08:23

    Yup! It's a 40.
  • VikramKVikramK

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    3 October 2017, 13:06

    Hi Virge52

    Sorry to hear about the inconvenience.

    I had a look at your account and as the customer service informed you, lifetime speed cameras services will continue after the 3 months.

    RIDER devices with serial number starting with the serial number KE come with internal memory of 8GB.

    You don't have to worry about the subscription.

    Regards
    Vikram
    Has my post answered your query, then please mark it as answered so others can benefit.
  • 954dk
    Replies: 196

    3 October 2017, 14:28

    Virge52:
    Please post your pic again but WITHOUT personal info such as serial number - just to clearify the first model, you had :)
  • 954dk
    Replies: 196

    3 October 2017, 15:41

    Even if your device was a 400 and Tomtom in common announces the Rider as a having 16GB of memory, it looks like they're selling some Rider 400 Bundle units with only 8GB through Cape Union Mart...
    That's even weierder :?
    https://www.capeunionmart.co.za/tomtom-rider-400-bundle

    But I dont understand, that your device should be a 400 with a KE serial number, because the Tomtom page displays it as a 40 device:
    http://uk.support.tomtom.com/app/answers/detail/a_id/9508/~/finding-the-model-of-your-navigation-device
  • Virge52 Author

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    6 October 2017, 06:57

    Can somebody from TomTom clarify this issue? On my so called TomTom Rider 400 under system, about, it displays the title as TomTom Rider 40.
    Is there any other difference between Rider 40 and Rider 400 like processor speed and RAM size?
    The serial number on both original and replacement starts with KE.
    Is this a sales strategy from TomTom only for South Africa? I mean sell Rider 40 as Rider 400?

    Attached is to pic of my original box without serial number and it says it is a Rider400.

    1 Attachment

  • 954dk
    Replies: 196

    6 October 2017, 21:19

    Id seems like you got downgraded Virge52...

    And dear Tomtom admin: Please don't contact me regarding this issue.
    Remember my freedom of speech ;)
  • VikramKVikramK

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    10 October 2017, 16:44

    Hi Virge52

    We have asked for some information through the customer service on the same incident to avoid sharing of personal/private information on a public forum.

    To investigate the case further could you please update the case with the requested details so we can pick it up from there.

    Thank you and regards
    Vikram
    Has my post answered your query, then please mark it as answered so others can benefit.
  • Virge52 Modbreak Author

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    10 October 2017, 17:44

    Hi VikramK, I have sent you the picture of the original box on the email address you specified in my inbox.

    Thanks
    Virge
  • Virge52 Author

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    12 October 2017, 18:04

    Hi VikramK,

    Any news regarding my case? It is too quiet here and I have no feedback after sending you the requested pic of the original box with details, serial no. and model.
    Please let me know.
    Thanks
    Virgil

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