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[going crazy]

I bought a refurbished TomTom unit of their website www.tomtom.com but it was not up-to the mark and I had to return the unit.

Website says the return policy is 7 days money back gurantee. I ordered the unit  on 20- Feb, it was delivered to me on 24- Feb and I initiated a return on 1st March i.e. posted a refund request on their website & mentioned the reason. I also spoke to their customer center on 2nd March & have a video evidence of the faults in the unit.

I shipped it to an Netherlands address on the 14- March 2009. It was delivered to the NL address on 16- March. I have been in constanct touch with customer support since but haven't recieved my refund yet.

Today, customer support informs - I was given the wrong address and they are having trouble location the unit. This is causing all the delay and they need me to provide with proof of pick-up.

I paid using my Credit Card (CC) and have already paid back to my CC Company. I have also informed my CC company & raised a dispute on this transaction. CC company reckons it is best to ammicably resolve the issue with the seller & it is easy for every one involved that way.

What should be my next step - I am frustated & have never been in this situation before,

Should I approach a lawyer / consumer forum and stick to my rights?
or
Should I give TomTom a few more days to resolve the matter?

Any thoughts?

[Richie London]

ive always wondered about buying goods online if something goes wrong, luckily it hasnt yet, but plenty of people to help you on here suhar.  

[Kevin Wood]

I would send a copy of your proof of delivery by recorded delivery with a covering letter stating that you expect your refund to be processed within 7 days of reciept or you will escalate the complaint with visa and / or the small claims court.

It's not your problem they've lost the unit. Why should you have to wait?

Kevin

[going crazy]

I have already provided an snap shot of proof of delivery. It was delivered by UPS.

They now want a proof of pick-up & I will follow your advice of staying I can wait for another 7 days before I approach small claims court.

Do I need a solictor to represent me?

[ians]

I suggest the 7 day plan and then escalate it firmly to your cc, pointing out the actions that you have taken to resolve it directly.

Obviously keep a copy of all correspondance.

If the unit was faulty (beyond what you would expect for a recon device), the seven day refund clause is irrelevant in my book as the unit was not fit for purpose.

[going crazy]

Well, the video from the unit is very funny. E & F buttons or numbers at that position come on their own and keep on going in a sequence.

This rendered the unit - unfit for purpose and a health & safety hazzard.

Will try and post the video here - is good fun

[Bacon Butty Man]

if you dont get any where with the vendor, then insist the cc recompence you thru the insurance which is STANDARD on any cc transaction, for more help go to consumer action group on the net, you will get more help there

[TheBoy]

You covered by Sale of Goods, Distance Selling, and Consumer Credit acts.  Being Dutch, they don't realise some UK laws (which they have to abide by)

Ask for head office address, and CEO's name, and write to his office, giving a 14 day limit.

You will find trading standards and CAB helpful, but they can't intervene on your behalf.

Last resort - small claims court. can be submitted online, but not sure how this would work with foreign company

[stuart30]

if you dont get any where with the vendor, then insist the cc recompence you thru the insurance which is STANDARD on any cc transaction, for more help go to consumer action group on the net, you will get more help there

Deffo agree there extremely helpfull......

Also dont ask but tell your credit card company too claim back the money...thats what your protection is for after all.

[going crazy]

Hi All,

Finally, I have now recieved the money back from Tom Tom. Now starts the next battle for compensation.

Will keep you all posted.

Thx for all your help.

[Lazydocker]

Hi All,

Finally, I have now recieved the money back from Tom Tom. Now starts the next battle for compensation.

Will keep you all posted.

Thx for all your help.

Glad you got your money back but can I ask why a battle for compensation? Has it harmed you in any way?

TBH I'd just be writing to the CEO as above and telling him what dreadful service you've received... Normally yields a voucher of some form