Just bought a new TomTom with a 30-day latest map guarantee? Don't download any map update as prompted by TomTom HOME on the day you register your device. Why not? Because if TomTom do release a new map in 30 days time, you won't be allowed to download it. You may still be within 30 days, but you will have the map that was current on the day you got your device. If, however, you carefully count to day 30 before downloading any map updates, you will get the latest map as of that time. The ambiguous guarantee is not for the latest map within 30 days—it's for a map within that period.
Once again:
Don't download any map update as prompted by TomTom HOME on the day you register your device.
We ordered a TomTom One v3 with Western Europe maps which we received on 21.04.08. We'd seen it discounted in PC World, but it was an even better bargain online. The maps that came with my TomTom Navigator 5 were very out-of-date, and too costly to upgrade in relation to buying a new device with better software. Since we are driving to the Continent shortly the latest map guarantee we'd seen on the packaging would be very timely, we thought, negating any concerns I had that the unit may have been sitting around for months and the maps already outdated. As a marketing tool it was an effective device.
The misleading leaflet that isn't what it seems
Inside the packaging was a leaflet promoting the guarantee. On the back it said:
Latest map guarantee: First, go to www.tomtom.com/latestmap using the code printed on this leaflet, check whether there is a more recent edition of your map available. If there is, simply follow the on-screen instructions and using your unique code, download the latest edition of your map for free at TomTom HOME. This offer is valid for 30 days from the date you first use your TomTom ONE.
No mention you can only do this once there then.
In fact when you visit that page it says the guarantee no longer requires the map check code, but also:
You can check as many times as you like within 30 days from the date you first use your TomTom device.
That reads to me like an indication that the next "latest" map can also be downloaded during the 30 day period.
On the day I registered the ONE I had an issue with the latest map guarantee. I was unsure about using the code and HOME was flakey on my Mac, so I phoned TomTom who added the following to My Questions History in MyTomTom:
Latest map gaurantee [sic.]
Response ([Name Removed] (UK)) 21/04/2008 10.00 AM
Dear McKenzie,Thank you for contacting TomTom Customer Support
The code that appears on the green leaflet that came in the box for your TomTom, is the latest Map Guarantee Code. It is not a promotion code for free Safety Camera PLUS Services as the device that you have, the Safety Camera Alerts already installed.
This code is no longer required as TomTom has built in the latest map guarantee option into the TomTom Home software.
The Latest Map Guarantee Code is used to ensure that you have the latest map installed on your device. It entitles you to a free download of the latest Map within 30 days from the date of purchase.
To Download and install the latest map guarantee, please do the following:-
1. Connect the device to the computer
2. Open TomTom Home
3. Make a complete backup of your TomTom device, see http://www.tomtom.com/3171 in how to make a backup.
4. Once you have made a backup, In TomTom Home, click on Tools > Use latest map guaranteeThis will offer you the latest map as a download if it is not already installed on your device and you are within 30 days of you first connecting your TomTom to your computer. [Emphasis mine]
With Best Regards
The TomTom Customer Support Team
I swear I was told on the phone that after updating I could check back again within the 30 days for a newer version. Nothing in the above response appears to contradict that, and this encouraged me to update sooner (with the instructions fresh) rather than later.
I followed the instructions. When software finds updates one does tend to apply them almost without thinking: and so the trap closed. There were several updates, including a map. TomTom HOME didn't warn me even at this point that I wouldn't be able to update the map again, so I was none the wiser.
Very shortly after I installed v715.1689, TomTom released v720. I was not offered a download of v720; the latest v720 map was not already installed on my device; and I was within 30 days of activation!
TomTom HOME advertises an update within 30 days—but not all can get it
When I first contacted TomTom about this, still within the 30 days, I was told:
Response ([Name removed] (UK)) 08/05/2008 10.22 AM
Dear McKenzie,Thank you for contacting TomTom Customer Support
Your reference for your query is [removed].As mentioned in our phone conversation today, we are currently experiencing challenges with the Latest Map Guarantee. Please try again in the next few days. If you have not received the latest map and it is over the 30 day period, please reply to this email with a copy of your proof of purchase and we will arrange for the new map to be assigned to your account.
We apologise for the inconvenience.
With Best Regards,
I have the "latest" map, but not the latest map, within the 30 day window
On 22.05.08, now outside the 30 day period, and with TomTom HOME still telling me I already had the latest map (while also advertising the availability of the newer v720 version) I got in touch again. I submitted my proofs of purchase and screen captures as requested, only to be informed:
In our system it shows that you have received a map via the Latest Map Guarantee. The Latest Map Guarantee will only allow you to receive one map upgrade. This is stated here
https://www.tomtom.com/latestmap/information.php
In following this link only now do I find out the truth of the matter, despite having read the packaging, the leaflet, the web page, using TomTom HOME, and contacting technical support twice. Too late TomTom thus inform me that you get only one download—well past the time when that information would have been useful. It seems I inadvertently neglected to search the entire TomTom website for all pertinent exclusions and omissions before clicking "OK" to updates in HOME.
Latest Map Guarantee
At TomTom we do our utmost best to ensure that the map that comes preloaded on your device is the most up-to-date version available. But because roads change and maps become outdated, TomTom regularly releases new maps.
This means there's a small chance that a newer map has been released since the production of your TomTom. But don't worry. With TomTom's latest map guarantee, if the map preloaded on your device is not the latest version, you can download it FREE at TomTom HOME.
Check within 30 days
Latest map guarantee means that if a newer map is released during 30 days from when you first start using your device, you're entitled to one free map download.
You can check as often as you wish during your 30 day guarantee to see if a newer map has been released.
Unlikely I would have come across that hidden gem by chance. Again, why encourage users to check back if doing so is futile after a single update?
I feel cheated, and await a response from TomTom.
Update 27.05.08: TomTom responded only to confirm that they would not be honouring their guarantee to provide me with the latest map as at 30 days after first registration. They also volunteered that "Our latest maps will not have any significant changes from the previous map version", which is interesting in itself, since they still feel able to charge £60 for me to obtain version 720 as released within my 30 days.
I have taken my complaint to the Office of Fair Trading, who maintain that "Guarantees should be clear, unambiguous and available for you to see before you make a purchase." The case will be now be assessed by a Trading Standards Officer.
Update 10.09.08: I wrote to TomTom again, having been contacted by another user who had also fallen victim to the same trap, but had successfully persuaded TomTom to "do the right thing" and credit his account with the latest map released within 30 days of activation, following his "once only" download of the previous version inside that period. TomTom replied:
As we can see from the forum and from your previous emails, you have not found the Latest Map Guarantee to be clear. It has been interesting reading the various updates on your forum as this is a side from customer that we generally don't get to see. We will take a look at the information regarding the Latest Map Guarantee and see where we can improve it so clear and understandable for all customers. The last thing that TomTom wants to be is ambiguous... it would be great if you could make a mention on the forum that customers should contact us as we are more than willing to assist them with any issues or queries that they have. We pride ourselves on looking after customers as personally as possible. Only by contacting us can we provide customers assistance on a case by case basis.
I have likewise had the v720 map assigned to my account, albeit on the pretext of my reiterated feedback being useful—rather than in admission of misleading policy.
![[Photo of Bruce McKenzie]](data:image/jpeg;base64,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)
I agree with Mr. McKenzie that warrantie should be cleared for consumer to understand. I was going to buy Go920 with the similar warrantie. With this info i am going to compared with nuvi 760.
I live in the US and the same thing happened to me. I read all the material that came with the product, but it didn't say anything about the update be a one time event. Since TomTom Home automatically checks for updates when you attach the device, it becomes difficult to avoid.
I used the "Map Guarantee" and the download was interrupted or corrupted so it didn't complete the download. My USA map was destroyed during the process. I have tried several times to complete the download with no luck. Now I have a useless piece of expensive junk!
Ok im confused? I purchased a tomtom one Third edition from my tesco store on 21/06/2008.
I have registered my details on the tomtom website and connected my tomtom for updates etc..
Does this mean ive messed up? What about the voucher code i have for the latest map gaurantee? I havent used that yet? Can someone please try and explain to me in the simplest way possible with regard to what the best thing to do ?
Thanks Freddy
The version is showing as 8.010 and the map: United Kingdom and Republic Of Ireland v715.1689?
Can someone also explain to me if i should use the voucher code in order to download the v720 map? Or should i wait until the 29th day from purchase in case a newer map has been released by then? That way i could possibly download the newer version of map should it become available prior to my 30 days is up?
Any help or suggestions are welcome?
Freddy, the voucher code is useless: TomTom don't use it anymore because the "latest" map guarantee is now handled by the HOME application. Apparently they realize the voucher was causing confusion and it is no longer included in packaging.
If you used HOME to apply all updates you may have already downloaded a map (if so it will appear in /HOME/Download/map/). If you didn't download a (as in one, once) map, you could use the "Use Latest map guarantee" option in the Tools menu. If you do this today you'll get whatever map is current today. If TomTom were to release a new map tomorrow, too bad, you won't get it—even though you're still well within the 30 day period. If you were to postpone using that option until the end of your 30 day period, you can truly get "the latest map within 30 days" (if a new version is released between now and then). You see in TomTomese "a free download" means something you can do only once ever—unless you're referring to TomTom HOME, which is also "a free download" (meaning you can download it today and again tomorrow). See the difference? Yep, that's my point.
Thanks for replying, I understand fully, I think i shall hold off with my fingers crossed that tomtom do release a newer map just before my 30 days are up.
The other thing i was wanting to know was if there were any websites like bittorent etc.. that would allow you to download the latest map and install it onto the tomtom free? Is this possible? (For future reference ie 3 to 4 years time)
Actually that's unlikely, since they released v720 quite recently.
As to your other question, no comment.
So do you think it would be a safe enough bet to go ahead and use my free download via tomtom and get v720? I didnt realise it had been released quite recently?
Freddy, TomTom told me "On average, new maps are released at least 4 times per year.". Version 720 maps were released on 6 May 2008 so yes, statistically I'd say it was a safe enough bet.
Ive downloaded the latest map and went ahead,noticed some of the functions on the tomtom dont work now?
Depends what you mean by that. The map update shouldn't change basic functionality—but the NavCore 8.x "update" changed some menu options/ removed some functionality. See here. If this isn't what you're referring to I suggest you try TomTom Support.
Looks too confusing for the likes of me Bruce (LoL) The functions still work just checked it (Went for a drive)
Noticed when connected to tomtom home it is now showing that the map im using is 41 weeks out of date? Plus ive noticed that theres normaly a green light lit on the top right its not lit since ive updated the map and is now showing map is 41 weeks out of date?
I think the maps are ok its the navigation program. I have a 2 year old never updated that doesnt have the problems
that this has.
Bought a TomTom - ONE 130S today at Best Buy. Installed HOME, then it prompted me for a ton of app updates. So I updated. I also noticed the red dot on top and a message stating my maps are 41 weeks out of date and that there are 26755 map share corrections waiting. However I can't update map share nor get the free map update.
by the way, my tomtom has 715.xxxx currently and 720 is available for purchase. I'll call their service center tomorrow. This is ridiculous.
I got cheated also.. I even tried to speak with a manager after two tomtom reps. told me that I could download as many new maps as I liked before my 30 days was up. LOAD OF CRAP!!!!!! TOMTOM SUCKS>> My next gps will be a Garmin, thats what i had before and that's what I will get again.
Hi thanks for all the updates and feedback,Im totally cheesed of with the lack of service etc.. Im going to take my tomtom back to tesco,ask them for a full refund,called them today,was advised they hold a 28 day no quible gaurantee thing? After explaining the faults i had with the tomtom was told to bring it in with my reciept and i could get my money back.
I think i shall try out the Garmin,I remember i was once using a taxi to take me to the airport,driver was using a Garmin Nuvi,He swore by it claiming he had no problems with it. Any how i changed my mind when i saw the tomtom one on offer at £99.99 @ Tescos!Shall keep yous updated in due course with regards to how i got on etc..
DO NOT BUY TomTom !
I have purchased a TomTom 920T from Ebay. Brand new unit. TomTom refuses to honor the warranty and "always up to date map" because the seller is not authorized TomTom retailer. There is nothing in their legal document section 8, stating that.
Dan Nitescu, I purchased a new 720 from Ebay two weeks ago. I got my v720 map update today. The Tomtom reps. asks for a receipt for proof of purchase. I attached the Paypal receipt in the support email and call them up 10 minutes later to follow up . They approved it and put the latest map to my tomtom account.
Maybe just don't tell them you got it from ebay.
Why didn't I find this site first? TomTom sucks. Map guarantee is a bunch of garbage. There is a major interstate extension (I-355) in Bolingbrook IL blowing right past my house. It has been open for over 8 months. It does not appear on the new TomTom I purchased and I cannot downlaod a map version that has it. Free guarantee will not load on the computer - says I am past the 30 days!!! I've had it ONE CRUMMY DAY!!! Support sucks, customer service sucks, I will put this thing on eBay and hope tht some poor sap takes it off my hands for half of what I paid. Good grief, in todays economy, you would think a company would want customer loyalty so they are supported by the consumer and stay in business. By the way, Walmart sells a Rand McNally USA map for about 6 bucks. It's got I-355 on it. Good bye (NOT good buy) Tom Tom.
While I do understand your frustration Mr. X, there isn't really any ambiguity if you were outside your 30 days. I thought the concept of a 30 day guarantee was actually rather generous (until I discovered that it doesn't quite mean what we all thought it did), given that there is an understandable lag in getting "current" map data to units on the shelf.
What it all boils down to, however, is that TomTom are a sales orientated company, not a customer orientated one (like Bose, for example). Perhaps that is one reason why they are well behind Garmin in US market share—a market where customer service is said to be especially important?
Bruce,
I agree that TomTom is a sales oriented group, but here's the gotcha—TomTom is owned by Garmin. I have a hard time thinking that they make many custom maps for each type of device. I'm in IT, they more then likely have a master map which gets encoded for the different TomTom or Garmin devices. Now as we all know at least for awhile Garmin ones have been alot more expensive and from what I know of it they created the TomTom company to be the low end user GPS system. Which I agree is a nice one, but at this point I won't be buying another TomTom. I am going to look at other GPS systems and find ones that allow free updates of maps or at least cheaper ones. They want over $100 to get a new map for my TomTom One 3rd edition, which doesn't have some of the roads that are near me still. Needless to say it'll be cheaper to get a new GPS then to deal with these types of non customer oriented procedures. And I have a feeling that as more customers become aware of the methods of TomTom and other GPS companies that work the same way they are going to be more critical over which one they go with.
@ Kyle, TomTom are a Dutch company based in Amsterdam, whereas Garmin is an American company based in Kansas and incorporated in the Cayman Islands. In 2007 they took opposite sides in a bidding war that led to TomTom acquiring map maker Tele Atlas earlier this year for €2.9 billion.
Whilst I fully agree with all the comments refering to tomtoms derisable customer service, I have yet to come across a system that has more user backup and support from the community of individuals using them. As far as the "LMG" goes,why bother? Its so easy to go online and download the latest map "unofficially" which is why most people I know are currently using v8.10 maps on devices as old as GO500's...
What might be "easy" is not always the moral choice. This post is not about how to cheat TomTom, but about helping them see how they have been cheating their customers (and doing so without sacrificing one's own integrity).
Does the 30 days start once you "turn on" the device or once you actually register the device through tomtom home?
@ AK: An additional ambiguity really. The words used by TomTom are:
But from a pragmatic viewpoint TT can't possibly know when you first physically depressed the On switch. Nor are they going to be able to verify the exact date of purchase. What they can determine is the date upon which you registered a particular device via TT Home—so my assumption is that your 30 days starts then. TT Home reports your device code and serial number (see Help > System Information).
I live in the US and just bought a Tom Tom One XL. Being curious about this supposed guarantee, I looked online and found your site.
On the US site it says that the 30 days start counting from when you first connect it to your computer. Way to go Tom Tom! I hooked mine up to do other updates, and because the manual instructs you to do so, but not to have the counter start ticking without my knowledge. Now, supposedly, I have 30 days to upgrade if I want the newer map at all.
How about letting people choose when to do this update within, say, the first 6 months. I can promise you, I am very unlikely to pay $100 for a new map in one or two years time, when the device itself cost only $130. By then I cold update it, just to see the thing die a few weeks later from old age.
Same thing happened to me. Luckily ordered mine through amazon and am returning it. It's cheaper now than what I originally paid so it will work out for the best for me. In talking with support, I even directed them to this page in their website. Funny how their page dedicated to the LMG doesn't mention any limitations.
https://www.tomtom.com/latestmap/
Here's another example of TomTom's attitude toward the customer which is what I see that this thread is about:
I have a TomTom GO 920 which I love and which I use extensively. On 16 Nov 08 I connected it to the computer. I was offered Application Version 8.300. They say to always load the latest version and I did. Lo and behold, the feature to transmit navigation instructions to the car radio via FM has been deleted in this version and they say, "The latest application update removed this feature, but we are currently gathering customer feedback in regard to this issue. Please continue to check for future application updates which may restore this feature. We regret any frustration that the temporary loss of your FM transmitter may cause." When I called them to voice my "customer feedback" Their representative (name withheld) could not understand why I would be calling about this eliminated feature. I am used to upgrades building upon the past not tearing it apart! Needless to say this has left a sour taste in my mouth. What feature will they remove next? Itinerary planning? If they do, how will I get back the prior version? I guess I need to back up before any update so that I can revert to the last good version.
I also had to send my device in to their service center in Fort Worth due to a battery issue. They say, "We recommend that you make a backup of your device before sending it in for service. This is to ensure that you have a copy of any additional services, features, or maps that you may have added. The device is returned with the original contents from the time of purchase." I find that the backup/restore functionality provides NO selectivity. "Restore" states that it will first delete everything and then do its job of restoration. That tells me that I could lose things like saved itineraries in a Backup/Restore cycle. I think that in the future I'll ignore this functionality and instead use other means to copy all the files from my device to a directory of my choice on my computer in order to perform a backup and selectively copy them back if a restore is needed. I may even use a computer running Linux for this task to ensure that I don't corrupt the file names by making them all upper case.
Enough of my rant!
I have a tomtom that I purchased in Australia and I am getting the run around being sent from one rep to another on email. The one I bought has an old map in, and they will not let me get my free update either. They want me to pay for the latest map, even though it is in the 30 day period. The run around has made my tomtom now over the 30 days, so they won't upgarade the map. Sly hey?
There are roads which were open 8 years ago and have not been included on the map. How out of date are their maps anyway?
I bought my TomTom One XL T over one year ago. Until now I did not bother to receive that free update within 30 days nor did I register yet with TomTom. I thought it did not make sense to have a later map than the one installed to cover minimal changes in infrastructure within a few months. I was always guided in Luxembourg, Belgium, France, UK, Germany to the places I wanted to go. However today I lost already 2 hours in trying to find on TomTom's website the window for my code to get only the information, if my installed map is the latest version. The above posts have already answered, why I did not find it. I will continue on without hooking up to TomTom until month 22 (2 before warranty is over) and try the free update within 30 days. If it does not work, I will look at the payable download offers and will decide between an update or the purchase of a new navigator of any brand. I must confirm that the phrasing of this simple content of a "latest map guarantee" is unprofessional, unintelligible, and ridiculous. Does TomTom offer the payable map update by their own services ? I wouldn't want to get into the hassle of losing software like some of you did.
TomTom, Microsoft, your mobilephone operator, Internet service providers, even the untility companies like electric/gas suppliers, all we are to them is a cash source, just numbers which they make billions from. The name of the game is not customer service but how much you can squeeze out of consumers. After doing some reaserch looking at various Car sat nav devices including Garmin range , Tomtom, Mio, Navman I bought a Tomtom 920T. I tried to register it and initially all was going well but when I checked the latest map version it had old maps version 710.1576 on it pre-install from when I originally bought it. I updated tomtom home to ver 2.5.2.60 (latest 12/12/2008).All went well up to that point but then when I tried updating to latest nav core 8.300 application ( for IQ routes feature and Advance lane guidance capability) it continued to give me error messages. I w3as advised by tomtom support that for these feature I would need version 8 maps & vers 8 software for it to work successfully. I created a backup using tomtom home which it confirmed back up made after it had finished as updating to latest map will erase any data already on the 920T device. when I tried to do map update each and everytime it would display error messages. eventually I had the unit sent off as requested by tomtom but all the repairer did was flash the unit and install old maps on it. I expected when they were going to repair it that they would update the device as I still had not had my latest one time map update because the device would not update as it was always showing error messages despite following all the tomtom support staff instructions. I have sent it off for repair again but I am losing confidence in the unit and I do not want a refurbed unit I would rather they replace it for same model but new and with all vers 8 application software and vers 8 maps installed.AAAHHH!! After all the time & cost of ringing the tomtom support line, which is not a free 0800 number but 0845 and over 49 emails trying to resolve the problem all I want is a working product that is up to date.
Just got off the phone with TomTom after having TomTom Home v2.5 tell me the pre-installed USA&Canada map v710.1575 on my new ONE XL is up to date. Huh? The web site shows v815.2022 as the latest map! The rep on the phone was polite and told me to send a message to their web support using the ref. number she supplied. She said they would reply with an e-mail telling me when I could download the latest map using TomTom Home.
TomTom needs make this process much more user friendly. The KISS (Keep It Simple, Stupid) concept applies here. I suspect TomTom is more concerned with selling map upgrades than supporting new owners of their devices. I will certainly post again if the promised upgrade is not delivered.
After deliberating for some time over Navi devices I swung for a TomTom. I live in Switzerland and it tends to play havoc with GPS reception.
Having had a sony (huge display) I really neeed something that worked, sony just didn't. Anyway, wanting to update my map for this shiney new device I started looking around and stumbled on this site. Concerned about the map updates and not wanting to pay out for something I already have or need not update in the next couple of weeks, I started looking at the TomTom site in Switzerland. The following text is straight of their website:
Automatisch über TomTom HOME ...
Wenn Sie Ihr Gerät zum ersten Mal mit TomTom HOME verbinden, überprüft HOME automatisch, ob eine neuere Version Ihrer Karte zum sofortigen Download bereit steht.
... und zwar sooft Sie möchten – 30 Tage lang!
Wenn es keine neue Karte gibt, können Sie in den folgenden 30 Tagen mit HOME überprüfen, ob in der Zwischenzeit eine neuere Kartenversion veröffentlicht wurde – sooft Sie möchten.
for those of you who do not speak German it says:
when you connect your device for the first time with TomTom HOME, it automatically checks if a newer version of your map is available for download.
... and it is as often as you like - for 30 days.
When there is no newer map version, you can use HOME to determine if during this 30 day period a new map version has become available. - As often as you like.
In the sidebar it states: Should we produce a newer map version within the 30 day period after the purchase of your device, it will be given to you free of charge.
It would be interesting to have other Euro-countries comment of how the terms read in their locations.
I purchased a refurbished TomTom One XL only to discover that TT no longer offers a latest map guarantee for "Road tested" units. I returned the unit to Amazon.com and was refunded my money. I then purchased a new unit specifically to be sure that it would have the latest map. Many times during this 30 day window I checked with TT Home and was always informed that my map was up to date. On day 28 I noticed that the opening screen of TT Home said my map was out of date and that I could buy their service to keep it up to date. Yet when I tried to use the Latest Map Guarantee it would still say my unit was up to date. This was Saturday evening and their support lines were closed so I submitted a help request on their website. The response I got via email said there was a problem with their program and it was erroneously reporting that maps were out of date when they weren't. Like a total idiot I believed this. A week later I was having another problem with my unit and when the TT support person had me check for all the latest updates I discovered that my map was more than a year old!!!
When I tried to explain that I was never able to use the Latest Map Guarantee during the 30 day period because their program always thought (still does) my map was up to date, the support person said he was unable to help me now because the 30 period had expired! He said if I had called during the 30 day period he would be able to help me but it was too late now. How was I supposed to know my map was out of date when TT Home was lying to me? Like a broken record, his only answer was that he was unable to help because it was past the 30 day period. It was only after demanding to speak to a supervisor I was able to obtain an updated map. He should have passed me on to a supervisor without my having to demand it!
Morals of this story:
(1) If you buy a refurbished TomTom unit, don't expect to get the latest map without paying for one. It's cheaper to buy a new one.
(2) If TomTom Home says your map is up to date, independently check to see if this is true. If TT Home is lying to you don't wait to call customer support because...
(3) Although TomTom specifically says the 30 day period begins when you first use the unit, if there is a problem the TT support will want proof of purchase and will count the 30 days from the date you purchased it and NOT when you first started using it. If you buy it online the time it takes to ship the unit to you counts against the 30 days!
I . I have had the same problems being retired this makes my usage rather limited, when I tried to update they keep asking for money which makes the guarantee useless.
Update: I've found out that the 30-day latest map guarantee starts counting from the first day you connect it to TomTom Home.
My One XLS stopped receiving GPS signals and I returned it to Tom Tom for repair. Before sending it in I backed up the unit so I could restore the new map I had downloaded. They sent me a different unit (probably refurbished) in a reasonable period of time. When I tried to link my TomTom Home account to the replacement unit it refused to do so. I got a message saying "Your device code can only be changed once every six months." I called customer service and they reset this flag to allow me to switch over. But then when I tried to restore the backup I got the message "no backups available". I was allowed to download the same version of map that I had updated to but I lost my favorites and custom settings.
map gaurantee is 30 days from when you first turn on the device.
not when you conect it to tomtom home. never even took the cable out the box for first 4 months. decided id try it and its already expired from first time i connected it,
Something that call my attention is that share map feature is free "only for the next 12 month upon subscription.
A little disappointed since this was in my opinion the strongest point in TT. I don't recall have read any clarification about it in any forum or site
Hi, I live in Australia and recently purchased an update to my TomTom One, V3 on the 5th August 2009. It was on special for $99.00 down from $129.00. I fugured it was a good buy and got it. Less then 17 Days later Tom Tom released a newer version of the map. I was very disapointed and contacted them. I fet that having purchased the lastest map I would have believed it to be a few months or more before a newer map was released. Not 17 Days
I contacted Tom Tom stating I pursumed I was buying the latest map and they surely they knew a new map was to be released shortly. I felt it was very unfair to offer a old map at a reduced price when they knew perfectly well a new map would be released.
Tom Tom replied.
At TomTom we release map updates as regular as possible. On average, new maps are released at least 4 times per year. In the future, we aim to release map updates more regularly than this also.
We appreciate that you have recently purchase a downloadable map from our website and we have now release a new map version. We regret to inform you that we cannot offer you a free map update to the latest maps.
The map version you have bought is one of the most up to date maps available and of the highest quality. Our latest maps will not have any significant changes from the previous map version.
Although it is not compulsary to update your maps, we only recommend that you need to update your maps at least once per year.
With Kind Regards
The TomTom Customer Care Team
I can't say I am too happy. What makes it worse is I run a business with 10 vehicles and they all have tom tom devices.
Somewhat similar to all that I read above I also cannot fathom how tomtom interpret the wording of the so call "30 day map guarentee" that in my case must have been excercised on the day I bought the XL 3 series device. It seems that I had the latest map installed though no one can tell me when it was released. It appears that I inadvertently reinstalled the one that was in the device and that was my one shot free upgrade. If I am correct why did they pester me for proof of date of purchase. I was told that I probably had an older version installed and the 270.2001 was downloaded to replace. There has been no supporting evidence of this. So I lost out on how a right thinking NORMAL person would expect the guarantee to work. Once bitten twice shy. No more updated maps for me. If the device becomes outdated/impractical then it becomes a sunk cost and written off. I will update satellite positions only once every week or so and ignore map corrections and safety cameras.
What initially seemed to be an exiting purchase with lots of potential has become a bitter pill to swallow. All part of a learning curve in understanding how modern business operates.
I got the same story from Garmin.I tried my new Garmin and found the maps and POI's were at least 2 years old So I figured if I downloaded my free upgrade it would be a whole lot better then what I had.Got exactly the same maps,when I contacted Garmin they said that you only get one free upgrade but that I could purchase more.? why,how would I know they are any better.The reason I was purchasing a new GPS was because Magellen stopped supporting the Roadmate 2000.So I Guess all GPS manufacters are created equal they all rip you off.
Well, I have a sob story too. Our house was burgled a few weeks before Chrismas (2009) and the thieves stole our trusty TomTom Go500. I ordered a new TomTom XL IQ with the European maps in the sales from Handtec on boxing day (26th Dec 2009). The device turned up but the car charger was broken, the English manual was missing along with the product code activation card that you normally get.
Whilst the broken power adaptor and missing items are not Handtec's fault, it took a week for them to acknowledge the problem, they were unclear what I should do, and finally they told me to return just the power adaptor, they didn't acknowledge receiving it back, and I'm still waiting for the power adaptor on the 12th January about two weeks on.
So, I haven't been able to use the TT XL, as although I could use it and charge it up myself, it's sitting in its box just in case Handtec screw up the replacement process, and I do not want to start using it and lose out on the 30 day latest map guarantee (for what it's worth). I believe the maps on the device are 8.25.2157, the latest are 8.40.??? so there's no way I will accept a device which is already obsolete before I even get a chance to turn it on!!!
;-(