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I am writing to file a formal complaint against TomTom Corporation, with specific reference to its Customer Support division in Sydney Australia.<br /> <br /> I require that this communication be forwarded to higher management in the TomTom parent corporation and that I be informed of the name, position, address, and email address of the individual to whom this complaint has been forwarded.<br /> <br /> I regard my complaint to be of sufficient seriousness to warrant the attention of higher management in TomTom. When I attempted to obtain an email address for TomTom Corporate Headquarters from Mark, Team Leader at the TomTom Customer Support Headquarters in Ryde NSW Australia, he declined to provide it to me (1-300-135-604). When I asked Customer Service representative to provide it to me, he hung up the phone. <br /> <br /> My complaint is as follows:<br /> <br /> This morning I purchased a TomTom Via 220 for $179.95 at North Sydney Beta Electronics.<br /> <br /> I went to the website to register my product. I could not find the location on the website to register my product. I called to speak with a Customer Service Representative. He could not explain where on the website I could register the product. He then hung up on me.<br /> <br /> I searched further on the website and found the location to register. I entered the information but the website would not accept the serial number. The serial number has a combination of zeros and letter O. It is impossible to distinguish which is which. So I called Australian Customer Support back and spoke with one Tulendra Sherchan. I explained my problem.<br /> <br /> Mr Sherchan&Atilde;&cent;??s solution was that I turn on the GPS, enter my home location etc etc etc, and finally go to a screen that displayed the serial number. This was, of course, the exact same serial number as the one I had obtained from the back of the unit. All of this took approximately 10 minutes of my time. Mr Sherchan then indicated that he knew, all along, which of the digits were numerical and which were alphabetic&Atilde;&cent;??he could tell when I read out the number, so he knew this information all along and had simply wasted my time by having me search for this information on the unit itself.<br /> <br /> I entered the serial number on the registration form, which now accepted the serial number. However, the registration form would not submit.<br /> <br /> There followed approximately 20 minutes of one of the most pointless, frustrating, and incompetent encounters I have ever had with a corporation. Mr Sherchan wanted to know what browser I was using. Internet Explorer. He asked me to download Firefox. I explained that I was calling from my place of work and we are not allowed to download software. During this conversation on two occasions Mr Sherchan started laughing. I felt this was inappropriate and so indicated this to him. He became extremely defiant and denied laughing.<br /> <br /> Mr Sherchan asked for my email address, so he could send me an email and I could reply to it, attaching a scanned copy of my receipt. I told him the email address. He read it back to me (correctly). He then stated he had sent me the email, but it had not arrived. I read it back to him. He had put in the wrong email address.<br /> <br /> <br /> <br /> I sent him the receipt, and presumably he registered my purchase.<br /> <br /> I asked to speak with his manager, Mark. Mark would not identify himself other than giving me his first name and position. I explained what had happened. He said that the TomTom website had integration issues with Internet Explorer, and these problems had been going on for approximately one week. He was distinctly unconcerned with my problem. He did not at any time apologise to me. He would not provide me with contact details for TomTom Corporate Headquarters. I had now spent 54 minutes on a simple problem.<br /> <br /> Mr Sherchan and Mark were clearly aware of the fact that there were website integration issues but over a period of 54 minutes wasted my time, treated me with disdain, and showed utter contempt for TomTom&Atilde;&cent;??s customers.<br /> <br /> After work today I spent approximately 30 minutes trying to find an email contact address for TomTom Corporate. It does not appear to exist. So I am posting this message on TomTom discussion boards and will forward it to as many TomTom email addresses as I can find. I expect a written response. <br /> <br /> I can be reached at<br /> Sincerely<br /> <br /> Peter Heron


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