I recently did a trip to the Alps and stupidly programmed all my routes into my 2 year old TomTom rider. The thing died on the way to Dover and I had to guess navigate from there on in.

On my return I sent the thing off for out of warranty repair expecing a big bill. They E-mailed me on reciept and said they would send an estimate in 3 days.

A month later I e-mailed them and said "Either let me know what is happening or send my property back so I can get a third party to fix it".

They replied saying they were having stock problems. The next day they again e-mailed and said they were sending it back without any other comment.

Today I recieved a brand new TomTom rider V2 and no bill. They said it was repaired free of charge but the case was new, the software was different, it was simply replaced, they even swapped the serial number sticker on it from the old one (it was bent and dog eared.

Am I chuffed, you betcha.

3 Cheers for TomTom......

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We are now retired....so....... lots of this and this and no more of this or this

I bet they lost yours and had no other choice than sending you a new one. That being said, the fact that they did not charge you anything was really nice.

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It's always nice to hear stories like that. In my experience, the bigger the company, the lousier the customer service. Small companies are "forced" to cater to the few customers they have, whereas the bigger coorporations tend to forget the single customer and just power-push for volume.

Credit to a big company like TomTom, to have done what they did. A month to resolve the issue is perhaps a bit on the long side, but they solved it none the less. To the customers satisfaction.

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Sounds like you got a good deal there.

Maybe its more to do with they understand people talk alot more now of there experiences with a certain product and how they got on. So if they treat thier customers right they can basically get good free advertisment from them as they tell everyone of how good they got treated.

Also maybe to do with you being a biker as its a small market but is high cost. again free advertising.

Wonder if garmin would do the same?

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Plough on

hi ray from ray :-)
if you want any updates for your tomtom ie-: celebrity voices, speed cameras, points of interest, etc....pm me :-) will send you a disk to update yours rather than pay tomtom for there services.........anyone else let me know ;-)

all the best ray x

I've just bought a rider pro, it included a scala headset. The headset refused to charge or turn on. I tested the charger on a mates headset and it was fine, and my headset on his charger - still dead.

TomTom said they'd replaced the entire box, but I'd already set the rider up with my computer etc. After a bit of persuasion they agreed to send me a new bluetooth module, and didn't want the old one back.

Today I recevied a full scala pack, all of it.

Excellent customer service I'd say