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Question: Can't update on a Support case despite being within 28 days

Tags:
repair, support, multisport, 28 days,

danny_r Author

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Master Traveler
Replies: 4

17 May 2017, 20:33

Hi All
I started a case with Support because my MultiSport watch died.
I got a prompt reply and a reference number and the message said
".... should you need to update us, you can still reply to the incident within 28 days."

But when I try to reply (within 28 days) with the requested information it says:
THIS INCIDENT CANNOT BE REOPENED OR UPDATED. IF YOU NEED FURTHER ASSISTANCE, PLEASE SUBMIT A NEW QUESTION BY CLICKING CONTACT.

I don't want to start all over again!
Anyone else experienced this inability to reply/update within 28 days - did you find a way round it?

thanks
Danny
  • tfarabaugh

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    18 May 2017, 00:00

    I would suggest you take a more direct approach and call Customer Support directly. They are able to more deeply investigate and diagnose problems than we can here on the user forum. To get the number for Customer Support, go to tomtom.com/support, choose Contact at the bottom, select the service required and the product name and click Contact Customer Care and then Phone Us. It will give you the phone number for the country your account is registered under (this can be changed by clicking the flag icon in the bottom right corner of the screen).

    I hope this helped answer your question. If so, please mark it as a solution so others can look for it if they have the same question.
  • VikramKVikramK Modbreak

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    18 May 2017, 17:54

    Hi danny,

    I had a quick look at the contact history on your account. Unfortunately, I am not able to find the incident number for your contact.

    If you can click on this link to sent me the incident number through a private message then I can have a look for further assistance.

    Regards,
    Vikram
    Has my post answered your query, then please mark it as answered so others can benefit.

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