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14 Comments
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Geoff
CrowtherI totally agree that TomTom is far superior to Google Navigation. I have both and have always found TomTom to be excellent and Navigation a very poor second. However, the customer service that TomTom supply is about the worst I have ever had from any company. If you have a problem (usually caused by their software) you contact them. About 2 days later they send you a pre prepared document to guide you through putting matters right. This involves you having to do a variety of intricate steps finding your way through mixed details relating to every TomTom device that they manufacture, PC or MAC, Windows XP, Vista and 7 – in spite of them having complete details about which device you have and everything else listed here. You even have to search out specific details about how to reset your device in order to implement the steps they give you. Eventually, after on several occasions wasting hours, you are put through to a higher level of support that can usually sort out the problem within seconds! I have told the company what I think about their customer service by letter on several occasions – they rarely bother to reply!
The devices are good, the support software is not so good and the customer service is rubbish!
Geoff
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Leonard
ReesI agree with Geoff’s comment. I have had several TomToms and find their customer service poor. They need to understand that if they want to survive and grow they need to adore their customers and treat them like kings. Their service is so poor next time I want to upgrade my SatNav I might consider another brand eg Garmin.
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MrBeckTomTom built-in to cars will only be a good idea if they price the Satnav in a way similar to the separate units, not the way auto makers price Satnav. I could buy and throw away each year a TomTom for the cost of yearly map updates on my MB A-Class satnav (had I bought it). An that’s with a £1300 price for what is a £100 worth of kit. If TomTom think they will be saved by auto makers they better own the pricing or they are doomed.
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ted100
not to mention the fact you don’t have to carry a car round with you when your walking somewhere
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Mike
Couldn’t agree more with Geoff. I’m amazed it’s taken this long for TomTom to see a decline in profits. I own a TomTom Start 2 which cost around £100. It is slow to recalculate routes if at all. It’s a poor piece of equipment and I for one will not be paying any sort of huge sum for an in-car sat-nav. Garmin seem to be the best of the bunch.
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Tom
I use Nokia Ovi maps on my Nokia 5230 – never any problem, the service is free, and the route will updated in 10 to 15 secs if I choose not to follow directions / miss a turn.
Friend has older Tom Tom 1, and the Nokia works better and gives more info.
Additionally worldwide map updates are available for free.
Ok I know its only on Nokia phones and Nokia may have issues with their operating system but I hope they keep Ovi Maps when they switch to windows as it works, and works well. -
Boglost
My first sat nav in the summer of 2004 was a PDA with TomTom Navigator installed. The mapping and route calculation was very good, although upgrading the PDA and or memory cards was a frustrating business. My present device is a GO 730, it is my opinion that TomTom have gone all out for bells and whistles while neglecting the route caculation, when set on fastest route the device will take me off a main road to a backroad for a few hundred yards to put me back on the same main road – totally pointless. It will tell me to stay right at really obvious laybys – why. It still tries to send me down a cart track that has been ploughed out since the old King died. It seems that TomTom have decided all who use their devices are without any common sense whatsoever. A local junction was changed to a roundabout (not mini) some 5 years ago, I have the latest maps but the roundabout still isn’t on. My smartphone has Co Pilot as a trial, the roundabout is on that. I believe both use TeleAtlas mapping so why the difference. I gave Co Pilot a short test but decided it was was pretty useless after telling me to take the 5th exit at a roundabout with 4 exits, the 4th being back the road I’d just come from. My PDA would hold western Europe on one card the 730 has to split Europe into sections because the memory card isn’t large enough, but you can’t use a bigger card – Pathetic. I hope TomTom pull their socks up and recover the accuracy they had with Navigator 5 then I may consider putting it on the phone.
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Bernie
I have a 2nd edition Tom Tom One which generally functions quite well though “short cut” lanes on the “quickest route” setting can get very narrow. I do find it difficult at times to use their website to solve occasional problems and I would update my maps if they sold them at a reasonable price. I suspect many others would as well. Actually my last map update, 2 years ago, gave me more problems than it solved and seemed a waste of money. My battery packed up last year and they don’t appear to support battery replacements so I had to obtain another from a third party and use instructions that some kind soul had provided on the internet describing how the carry out the replacement task. Rather than force Tom Toms on the public through car sales they need to try a bit less of the “cash cow” approach and a bit more of the old fashioned customer service.
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Tont
BryantTom Tom service is very poor and there are several other aspects of their business approach that make me think they deserve to go to the wall.
Any input in order to rectify errors, (and there are a lot of them), in the data-base is cumbersome and unresponsive.
It is ludicrous that they still sell these devices designed in such a way that it extremely difficult and/or expensive to replace the rechargeable batteries when they eventually die.
The time delay between MAJOR road changes and these appearing on the maps is ludicrous. eg The last Tom Tom I bought did not show a 2km. bypass near me that had been completed 6months before I bought it. The road involved a bridge over a river and had taken more than a year to build and had been planned for a year before that!
Three months ago I sent a detailed letter to Tom Tom explaining why, although I have bought three of their Sat Navs totaling over a thousand pounds in value I will never again buy one of their products. I never received a reply or even an acknowledgment – says it all! -
Len
I too find TomTom service on the slow side and the annoyance of having to jump through hoops before you can sent a message.
I purchased the speed camera option, but will not be renewing as it is not updated often enough. I also submitted important information on road priority at a junction about a year ago, but it has not been updated on their new map.
However, the 930 I have is excellent – as was the 300 long before it – recalculating routes much faster than the Garmin I owned briefly. The routes provided have seldom let me down and I have also used it on foot many times while on holiday in Europe; although there is a knack to using it on foot – always keep the TomTom pointing in the direction you are travelling, it is easy to forget to do this when walking round a corner to cross a road, leading to the inevitable recalculation and frustrating confusion that follows. Also, do not forget your battery charger, you will definitely need it. It save us large amounts of time struggling with tourist maps and street plans so we can get more out of our holiday.
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Barry
SmithFunnily enough I have to disagree with the above comments re. servicing these days. 3 years ago they were awful, Garmin, were excellent. Now my wife & I both own a Tom Tom, 1 a series 1 & a 750 GO. We have had a number of problems, mostly self induced, the queries have been answered quickly & clearly.
I do agree though about the updating of maps though & speed limits, they have a section of the M5 as 50mph for work that was done 3 to 4 years ago and has been said the maps are expensive. -
Ernie
All the above reflects my experience. I have a GO 720 – My main moan is about the map updates. I live near a major hospital and a housing development nearby resulted in a link road being built that could mean life or death to anyone trying to get to the hospital in an ememrgency. This link road appears on Tom-Tom mapping with a “break” in it of about one hundred yards – despite my informing them of this error several times over the past five years, and even informing their mapping company directly, the error has not been corrected. THERE IS NO BREAK in the continuity of this road! It was a temporary blockage until the road was formally opened years ago.
I also agree that Tom-Tom’s on-line support is poor, for the reasons given above. I have spent many hours trying to follow their e-mailed instructions – often receiving different and conflicting instructions from different advisers to solve the same problem. Each time I download a recommended software upgrade I hold my breath to see what will go wrong as a result!
I can say that the repair service (to replace a battery no longer holding a charge) was very quick.
I subscribe to their Traffic service which is very useful when it works, but it does not link to my new HTC smartphone so I have to keep an older phone just for this purpose! Whenever the renewal date comes up they seem to disconnect the service even though I have paid a renewal in advance. I then need to contact them to get it re-connected – and this always seems to happen when I am in the middle of a long journey! Even when it is working I get drop-outs in the connection.
All this is a great pity as I like the look of the Tom-Tom screens and menus. My GO is getting to the point when I will replace it and I too am seriously considering changing to a Garmin.
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David M
I bought my GO 700 some years ago, discounted in Halfords prior to replacement. I obviously refused to read the manual (well, I am male) so was a little confused when it booted up in Portuguese with the Canary Islands map, but following that it has been excellent. I have used TomTom support on a couple of occasions, and haven’t had any problem with it, including emailed instructions.
We’ve used European mapping a couple of times – straight to my hotel door in Lille and accurate directions round a provincial Austrian airport after picking up a rental car.
Gripes are as already mentioned: maps and speed cameras occasionally out of date, and the odd time it would take a three or four mile back roads detour off the main A road only to rejoin it less than a mile from the departure point. Oh, and visitors arrive white and shaking at my house if coming from the west; TomTom takes them down a track that the average tank driver would avoid. However, to be fair, they can’t know the surface of every back street.
One question I raised with TomTom support was the current speed/maximum speed readout. When going more than 3mph above the maximum the white display changes to red – fine, apart from that on a dark blue background it’s indecipherable to the older motorist. Their response was… that’s how it is.
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ronnieboy
i have a Garmin/Asus nuvifone smartphone.so you can guess i dont have a problem with sat-nav issues.the maps are second to none,and free.if tomtom bring out a smartphone,they might just claw their profits back.what are the chances of that actually happening?.a big fat ZERO.sorry tomtom,you have missed the boat.it makes sense to have a phone and sat-nav all in one.perfect sense
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TomTom sat navs under pressure from smartphone rivals
Dutch company TomTom says that the rise of free smartphone sat nav apps has caused its personal sat nav business to rapidly decline.
TomTom said it expects the personal sat nav market to contract by 10-15% this year.
The company has already seen its profits drop by 29% over the last three months, following the launch of sat nav apps such as Google Maps Navigation, which can be downloaded for free on any Android-based phone.
But despite more and more people turning to smartphone sat nav apps, Which? found that they generally perform badly when compared to dedicated devices.
In fact, Google Maps Navigation performed so poorly in Which?’s tests that it was given just 21%, which is currently the second lowest score out of all 98 sat navs reviewed.
In order to counter the decline in its business, TomTom says it is now forming partnerships with auto manufacturers so its devices are built into cars.