TomTom International
Reviews and Complaints

I have a simple question. I want to know if my long standing subscription for the car gives me access to the iPhone app. I cannot find that information after an hour of searching the Tomtom site, Google, the Apple store, or the Chat function. I downloaded Tomtom from the app store, but there was a charge after a trial of 7 days and no mention of an existing Tomtom subscription. There seems to be complete insulation from contacting Tomtom.

afternoon. first, I must say this is a joke. several times I've spoken with tomtom in holland, her in the uk you have left without any support well done.

ok my issue is. I notice every year you don't have a problem take my live cameras fee from my account.

this is the 3rd time that I have been left without live traffic stating technical issue 4 days on and you still seem to have solved this issue. as a class 1 driver on nights nearly all uk motorways main roads always diversions road closed. it seems to be a regular thing now.

My Tom Tom GO 2535 TM is apparently obsolete and not updateable. Fair enough, it's old. But when i did try to update my unit and was told it was not updateable, i noticed that an update was available for 179.00 bucks.

This is not right or ethical. The unit had a lifetime update included in the purchase price. If memory constriction in my Tom Tom was so small why is an update available for a price

I have been unable to update a TomTom 50 for nearly five years, the life of the device. When updating the device responds with an "Update Failed" message followed by "No Maps Available." I have followed instructions to "Recover" the device then to "Factory Reset" the device to no avail. TomTom International offers no genuine support option with the exception of a few videos and a user support group therefore making any kind of legitimate contact for support impossible.

This is the second TomTom unit I've owned and BOTH have had technical issues never satisfactorily solved. Since I am unable to update or utilize the device it is Horrible support led me to purchase a GPS device from a competitor, but I keep hoping I can update this device to make it usable.

Dear Customer Service,
I'm sorry to be sending you all this previous correspondence I have had with the TomTop people in China but it was the only way I could show you how I have done everything they wanted me to do but they were asking me the same information over and over again. I am at my wits end and I don't know what to do next except contact the press and the media. $598.00US is a great deal of money for me so I hope you can help me get my full refund.
Thank You.
Regards,
Earl

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Hi Mandy,
I have already given you this information on more that one occasion. If you do not refund me the full amount of $598.00US by the end of this week I am going to contact the Canadian Broadcasting Corporation (CBC) and talk to the MarketPlace Program and I will tell all of Canada have you have been so incompetent requesting the same information over and over again, trying to stall the payment of my full refund. I'm sure this program will reach millions of people in Canada and the USA and many will think twice about shopping at TomTop. I will advise the people to shop at AliExpress and NOT TOMTOP. I am sorry but you have forced me to do this. To me $598.00 is a lot of money and you are not giving me my full refund as you promised.
Regards,
Earl

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Dear Rita,
I believe that I have been more than patient because you stated that the two (2) Drones I sent back to you for a full refund has not happened yet. I have just checked my Visa Statement & you have not yet credited my 2 drones at $299.00to my account. We know that the Drones arrived safely in Brampton Ontario & they were signed for.
I must insist that you refund my money 2 x $299.00=$598.00US.
Please advise me.
Thanks,
Earl

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Dear Runa,
Thank you very much for the offer to except the 2 drones back. Today I have done as you suggested and the 2 drones have been sent back to you with the following tracking numbers:
[protected]
[protected]
I also took photos of the 2 drones before they left my home & I have the photos attached to this email.
Thank you again. I have received the E07 Smart Watch.
Regards,
Earl
IMG_3669.jpegIMG_3670.jpegIMG_3671.jpegIMG_3673.jpeg

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ohh, friend
thanks for your information, for the three drone, if you just need one, and if it is hard to sell the other two drones to a few company .
could you pls refuse to sign the others, then the other two item will back to us, we will refund you at that time .and really appreciation that
and for the E07 Smart Watch

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Decided to open my GMail account, something I do rarely as I us it only as a backup. As I opened the mail I could see all the correspondence TomTop was sending to me so I we you a great big apology as what I was saying was actually being sent but to my GMail account. Again, I thought that I had one account with you and that [protected]@eastlink.ca was the way to reach me and [protected]@gmail.com was only a backup. Things are starting to get clearer for me, at-least, and the three drones are here with one close to being sold!
Please close my [protected]@gmail account and advise me with my [protected]@eastlink.ca.
I sincerely hope you accept my heartfelt apology so that we can continue doing business. Please advise.
Regards,
Earl

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Dear Runa,
Thank you for your response to my many questions. When I saw the UP AIR ONE PLUS Drone on your Flash Sale I decided to order one as It was something I had been looking for at that price for some time. However, after speaking with my wife we thought we should cancel the order because we were no sure if you were a legitimate site or a scam! SO I did cancel my order and you emailed me that the funds would be deposited in my account within 3 banking days. I have not seen if those funds have been transferred in my account as of today. Since you were so quick getting back to me to cancel the first order, I decided that you were a reputable company and therefore I wanted to get another order in before the time elapsed for the Flash Sale. That is when I started getting problems with your website. The site must have been very busy because it would blink in and out quickly so when I tried to place an order I have no indication that the order went through. Usually the online companies I deal with will indicate with an email or a message on the screen that my order had been received and would be processed. Otherwise, I would not placed one order of the same item three times, I would simply have placed one order with three items! As for me having 2 accounts, I had no idea. I thought I had one account with two email address and obviously I didn't need to rush to place my order as I see that same UpAIR One Plus Drone for $289.99. Although I will accept some responsibility in this mess, I believe you also are at fault so would you please send me two (2) Return Authorization Number for the other Drones that will arrive in the next few days as the are both in my province. One more close than the other. However, since I accept some responsibility here, I will try to sell the other two drones to a few company I know and collaborate with. If I am successful or not successful with these sales I will advise you and return the drones back to you for full reimbursement.
Please advise me that you agree with this offer on my behalf so we may continue doing business together.
Regards,
Earl

PS - I also have a watch ordered for my grandson on July 28th and it has not arrived yet. My grandson is getting discouraged so I hope it arrives soon.

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hi friend
i checked for you
you had two account
1 [protected]@eastlink.ca in this account, you ordered a drone AA17G28C2413-RD2Y31
2 [protected]@gmail.com in this order you ordered two orders CA17G31V5322-88S42I
CA17G31S5508-Z3JTNS
as you did not told us that you have two account, and just leaved one email account, so i just see the only order before
sorry for the inconvenience
there are three drones are on the road
http://smartparcel.gotoubi.com/home tracking code [protected] and [protected] .[protected] this one you had got
wish everything gose well
and if you have any question, pls contact with us
Runa

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I just received 1 (one) UP Air Drone today by Canada Post.
Earl

IMG_3640.jpeg IMG_3641.jpeg

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Thank you for getting back to me so soon. I have tried several times to contact But I was not sure if I did or not because no one answered back. My experience with you so far has been sketchy at best (surely not as good as AliExpress)! My latest problem with you is that I successfully ordered and canceled an UpAir drone. Then I went back to your site several days later an reordered the UpAir Drone but it was impossible to tell if the order had gone through..Finally i knew one was ordered because it was the one I paid with PayPal & that was the only order to go through & I clearly told you that. Now I see on my Visa that I have been billed 3 times $299.00 instead of 1 @ $299. What A MESS! When I look at your Sith with my app I see 2 drones dispatched (CA17G31V5322-88421 & CA17G31S5508-Z3JTNS) but when I look at my account with my mobile browser I only see 1 Drone (AA17G28C2413-RD2Y31) dispatched but still billed for three!To date I have not received either 1 or 2 or all 3! Patiently waiting. I have ordered other items from you and had great service and a great price. I hope you can fix this problem to my satisfaction so I can continue to do business with you and I can recommend you to my friends and colleagues.

IMG_3638.PNG IMG_3639.PNG Screen Shot 2017-08-22 at 11.48.53 AM copy.png

On Aug 24, 2017, at 1:21 AM, support wrote:

hi friend
for the order of the drone
i noticed that you leaved a message in the online support
say :At first I ordered 1 UPAir drone than cancelled it. After that I went back online to your site
but i am a little confused, as the item is on the road for a long time
you can see the status with this link
http://smartparcel.gotoubi.com/home
pls tell me more infor sir
Regards
Runa

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Customer Service of Department D

Shenzhen Tomtop Technology Co., Ltd.

I personally would close their business if I could.
People don't have to go through the same mess like I did. And everyone knows that the company won't do absolutely anything to fix it. They are appalling. To talk to someone from their customer service you have to send numerous emails and make many calls and MAYBE they will do a favor and respond. Yes, that's what I'm complaining about. I don't like to talk to no one. They provided an email, a phone number, but they never use them for communication with customers. So you have to wait for weeks before they answer. That's terrible and this should be finished one day. You can't run your business if your customer service works like crap.

Duplicate orders at checkout because your site changed my state from ga to al several times.
$65.19 was the first attempt
Order no::bn17e04u4857-8sezll = $67.19
Order no: bn17e04u4630-a7zgml = "
Order no:bn17e04u4259-dw2grj = "
Order: bn17e04u3611-71f71k = "
Order: bn17e04u2507-efqlll = $65.19
The only valid order is: n17e04u5042-ik6x76 = $67.19
Thank you

Tomtom sold a device to me in December 27 2015 knowing that this device had problems downloading info and also with it monitors that is steeling good money from me paying for your bad product and now you don't want to take responsibility for this **** you sold i will make sure that no one in my group and other runners ever by a Tomtom product.

I have to take this product in again where will this stop and each time your reply on this is the same story . It is sad that a big company like tomtom will not take responsibility and realize they are selling a faulty product to the clients and sadly we have to just accept your POLICIES on obliged to take the device back and either repair or replace the device. And isn't there a thing if you take it back after repair again you will refund the client how many times should we or are we going to take this product back. And if we do you will just email us again and tell us it seems that no matter what you do we will not be happy ( NO IF YOUR PRODUCT IS WORTH THE MONEY WE WE SHOULD NOT COMPLAIN BUT IT IS BULL *****)

AND APPARENTLY ITS THE UPDATE WHY DO YOU SEND ME A REPAIR WITH OLD SOFTWARE !

WE HAVE TO DROP THE ITEM AGAIN FOR REPAIR AND DRIVE BACK 500km AND GET IT AGAIN AND HOW LONG WILL YOU DRAG OUT THIS BAD PRODUCT AND AFTER SERVICE SALE !

This company does not honor a warranty...and customer service that once was superior is no more. I have had three VIA 1535s -- they are thief magnets -- and my simple ATT cell phone has synced with each one of them. However, with the last one, after a bit more than two months, it started to load the phone, then disconnect, then load, then disconnect, etc. TomTom says my phone is "not compatible" and refuses to repair or replace the phone.

TomTom Live 1000/1
A journey over 3 years, of which 2, 10 months of them were
terrible. Nov2011 - It started when I decided to buy a TomTom and move from
Garmin Nuvi 200, very small device. The TomTom was welcomed due to its size and
the live navigation.
Jan2012 – The device started rebooting all the time, every
few minutes making navigation impossible. Device returned to store and replaced
very efficiently.
Jan2012 – new device started to reboot again, found the
customer service number (Very hard to find) and called them, UK personnel
answered and assisted me to check through settings, they decided the device was
faulty.
Jan2012 – Collected a new device
Feb2012 – Device started to reboot, again called, spoke to
someone different – did the same tests “This is very strange” they remarked,
was told to replace the third new unit.
Feb2012 – Collected new Device
March2012 – Device started to reboot, Called customer care,
at this point they seemed to know something was wrong as they spoke differently
about the subject, was told to collect a new device.
March2012 – Collected new device
April2012 – Device started to Reboot, again calls were made
and they now knew there was a software defect, they told me that I could go
collect a new one but the same problem would happen and that I should rather
wait. I decided to wait.

September2012 – the new 1001 device with updated firmware
was now out, collected the device.
September2012 – the 1001 device started to reboot, called
the center went through the same steps, they told me to collect a new GPS….
September2012 – Collected a new device.
November 2012 – Started to reboot again, this time I did not
bother phoning and decided I would wait for a firmware update.
Approx – Dec2012 Firmware critical update released and fixed
the problem.

For 2013 the new device worked, however Living in South
Africa apparently all our roads are dirt roads and we live out in the sticks,
the device warns constantly of dirt roads.
July2013 – Battery lasts 30 seconds now, device always
complains its too hot and not charging.
November2013 – Battery does not last even 1 second, device
switches off immediately after being unplugged.
Jan2014 – Device has started to reboot itself! The same
problem again.

With all the replacements the warranty did not extend
itself, effectively I lost a year due to TomTom’s defective firmware, The
device constantly gave issues even though this was the Flagships device, the device to its last dying day still told me wherever i went that i was going to drive on unpaved road... fail.

I bought a Tom Tom device June8, 2012. It only worked on two trips. I contacted the company who said it was a corrupted device and I had to show proof of purchase within a year for the warranty. I sent a credit card statement at their request. They said it didn’t show it was a Tom Tom. I contacted the company where i bought the product and had them send a receipt with the words GPS, the UPC #, purchase price and date. The company said it was not enough. They are refusing to stand by their warranty.

My TomTom stopped working in January, it was only purchased in Sept 2011. First the GPS would not connect, then the device would not even power on,
Support did their best to not believe the issue I was having with the connection. Funny, now a huge problem is discovered with the GPS conenction. I guess I knew what I was talking about.
So I got a RMA to send mine in. And yes, I had to pay the shipment cost.

THe unit finally arrived (by now I have been wihtout a GPS for 4 months) and the touch screen is flaky. Sometimes it works, most times i have to hit the screen 8-17 times to get it to type.

I call service, the same terrible service I have spoken to before.
I cannot believe they have no authority to escalate an issue.
I do not beleive a Supervisor is the highest person in the company you can escalate a problem to.
By the end of the call, she had me screaming
Nothing is worse than someone insulting your intelligence or lying to you.
Then they want you to send the bad unit in again to get another refurbished piece of junk. Yes, you guess it, I have to pay again.
She did finally talk to her invisible boss and they will send me a packing slip so I dont have to pay again to ship back a bad unit.
Though I have asked for my money back dozens of times; they refuse.
No matter how many times I asked for a new unit, due to the bad refurb i have now, they refuse.
TomTom has shown to be one of the worst, . if not the worst, customer service experiences I have ever had.
I will never again purchase anything from this company or aother other collaberation they may have. I will also ensure that everyone that I know about this experience.
So many other companies do what they need to do to fix an issue. Maybe because they are so big, yhat TomTom has shown no care for the issues I have experienced.
Not sure how they earned a JD Power Outstanding Customer Experience Award sicne their rating for my experience would be less than 0.

I purchased a TomTom XXL540S GPS at the end of March, 2010. In February of 2011, I turned the unit on and got a white screen. I couldn't do anything with it, even after trying to reset it by holding the power button on for over a minute. I contacted TomTom customer support and we went through a series of procedures in an attempt to update the software installed in the unit. After 1 1/2 hours of futile attempts, the support tech told me to ship the unit back to TomTom for replacement.
I received a replacement unit approximately 1 1/2 weeks later. When I connected the replacement unit to my computer to get the latest software and map updates, I got an error message stating that there was an issue with the application version installed on my unit. I called TomTom support once again. I spent over 2 hours on the phone with a support tech, trying to update the application software in the replacement unit. Guess what? The support tech finally gave up after several attempts (at least 4) to install a new application in the unit. He told me to ship the replacement unit back to TomTom for another replacement! I told him that I would but if the second replacement unit didn't work, I wanted a complete refund of my money. Not another replacement.
I wasted 3 1/2 hours of my time trying to fix their junk GPS units plus $15 bucks for shipping the original unit back to them. I told them that they were paying for shipping the replacement unit back and they agreed. I am not happy at all with my experience with TomTom GPS units and will NEVER purchase another one!

I purchased a GO2405 portable gps at Best Buy in Kirkland, Quebec les than one year ago. I did not keep the receipt because I did not think that I would have problems with it. But the battery is dead. I thought it was my battery in the car that was not strong enough to hold charge but I kept my gps plugged in an electrical outlet in my home and it still did not charge up. I called TomTom customer service and told them my problem and they suggested that i reset my setting to factory settings and restart my gps but that did not work either. they could not believe that is could be the battery that was dead. But when I plug the gps to my computer it work but does not charge battery. They tell me that by the serial number the product is two years old and that is not so. It could be the store had the gps for over one year. I cannot get proof of purchase but they won't take my work for it. I asked to speak to a manager to see if he or she can send me another battery or exchange this product for an upgraded model even if I have to pay the difference and they told me that a manager would contact me within 48 hours. More than 48 hours later still no call from manager. So I called again and they kept me on the phone waiting for over half an hour telling me that they were having a hard time getting a manager to come to phone. And then I got disconnected. I am extremely frustrated cause I keep getting the run around. I have a cell phone for over 3 years and I use it constantly and charge it every day and the batter is still in excellent condition. It is the first time that I buy a product where the battery dies after 11 months. I have researched this product and there is so many people that are upset with this company and the way they handle there complaints. the common complaints is that this product has a short battery life span and they wouldn't recommend this gps to anyone.

I bought a Tom Tom satellite navigation system in December 2006. I worked well until early 2008. Suddenly it stopped working and seemed completely dead. It had not been dropped or damaged.

I contacted TomTom and went through the FAQa on their web site for repairs or problems. Nothing worked. I phoned and they said they'd phone back and didn't. Evenetually they said send it back for repair BUT couldn't give any idea of cost. I wasn't prepared to give them an open cheque book. I emailed again and received a reply saying I'd hear something within 48 hours. I didn't. Then I got an email from customer services asking if my query had been dealt with satisfactorily. They haven't responded. The link to the customer services contact details is today broken on their web site. I phoned via Amsterdam and hung on for ages before hanging up. The product cost around £400 and only worked for 18 months. I can't get support and I think the company are useless when it comes to customer care !

Bought a TOMTOM XXL550 lifetime, with US Canada and MExico maps. THe idea was acquire more maps when travelling. My biggest interest is Central Europe, we ofte travel.
My surprise is that lifetime with certificate, did not aplly, was denied suggesting it has expired (lifetime expired? less than 9 months).
Than, tried to buy/download a map. NEVER worked, tried so many times, so long, with all info on TOMTOM. Subscribed TOMTOM HOME in Brazil, US, GB... nothing works Always deny my postal code... ZIP code, a friend address in US...
Sent emails for help and complaints... NO ANSWER AT ALL. SIMPLY IMPOSSIBLE. Maybe abusing client, forced to buy another entire equipment? Maybe but another brand. One that works and really solve problems. I can speak and read English perfectly. It is not a matter of comprehhensio. Exausted my attempts. Angela Brazil.

I have a TomTom VIA 1435 that doesn't work and TomTom refuses to refund my money. I bought the unit from BestBuy. The unit did not have several new roads in Texas and also told me I was traveling West when I was travelling East. When I tried to update online the TomTom tech people determined my unit was bad and they sent me a replacement. (I had to pay to ship the original back to them). The replacement has the same problem and it turns out to be the updating site is down and they admitted it had been down for two weeks (that would also mean my first unit is probably OK). By this time I didn't want the darn thing but TomTom refused to refund my money...AND...BetBuy can't do it either because the replacement unit didn't come from their stock and the bar code won't work for them. So, I'm stuck with a $200+ device that I can't use. Do you think I'll say nice things about TomTom?

THIS IS FALSE ADVERTISING. TOMTOM

I bought the GO 2535TM World Traveler because I live in Italy and the US. The selling points for the higher price was lifetime maps and safety camera updates... GUESS WHAT, when with Customer service yesterday about the code not working she said the updates are only for the North American maps and not the Europe maps OR safety cameras! Even though the ads never mentioned that and made you believe it was for all the maps that the item came with.

THIS IS FALSE ADVERTISING.

Maybe TOMTOM is near the end and for sale... a good customer based company would never do this.

I purchased a Tom-tom Via 1535 TM GPS from Best Buy for $249 plus sales taxes. I love the GPS, so when I finally getting around to attaching it with the computer to take advantage of the Lifetime Maps offer which was part of the purchase price, I am unable to. I download the version of Mac software and I have no option available to input my maps code to download the latest maps. I also can't download the latest traffic camera database, nor can I back up the data on the unit. All I was able to do was load a POI file, but can't manipulate the results via the computer, I have to do it on the GPS. I'm also not able to buy the voice packs, because you have to load them through the software, which doesn't offer that functionality.

I purchased this model because of the features which was advertised, particularly the customized maps function, as well as the lifetime traffic and maps.

I called TomTom and their CSR didn't have any information, nor did he offer to ensure it's escalated beyond opening and closing the ticket. I contacted them by email, and also didn't get any answers.

AVOID TOMTOM and definitely the VIA series GPS units.