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 The maps that came with my TomTom Navigator 5 were very out-of-date, and too costly to upgrade in relation to buying a new device with better software.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we thought, negating any concerns I had that the unit may have been sitting around for months and the maps already outdated.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.
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).