A: We usually repair all TomTom's within 3-5 working days. We believe we have the fastest turnaround in the industry. If it will be longer than this we will let you know by phone or email.
Q: When do I pay for the repair?
A: We'll start by inspecting the TomTom, if the fault is "as described" on the quote system (i.e. you selected a broken screen and this was correct), we'll repair it and send you a payment link as soon as it's finished. If the repair is more serious than described, then we'll send you a requote by email, if the price is acceptable then we'll repair and send the payment link
Q: What is this "minimum charge"?
A: This charge covers our engineer's time to diagnose and attempt to repair the faults with your TomTom. The minimum charge becomes due when either:
- The TomTom is "beyond economical repair" (BER) - this means it would be cheaper to buy a new TomTom than repair the damaged one
- We need to re-quote the repair and you refuse the re-quoted price.
In most cases we will waive the minimum charge if you allow us to keep the unit for spare parts (i.e. we can recover our cost by using parts of your unit that still function to repair other units).
Q: Will I keep my TomTom warranty?
A: No, most manufacturers state any repairs not done by themselves void your warranty. However we offer a 90 day "return to base" warranty with all repairs.
Q: What type of parts do you use for TomTom repairs?
A: We only use 100% TomTom parts where possible. If original parts are not available we will source OEM parts from the same factories that produce the parts for the manufacturer.
Q: Will I lose all the data saved on my TomTom? (e.g. favourite destinations, loaded voices)
A: We endeavour to keep all info unless it is necessary to remove as a part of the repair. These repair usually include software problems or component replacement.
Q: What is the procedure for sending my TomTom in for repair?
A: First thing to do is to fill the the repair form on the website and print out the packing slip. Then package your TomTom well in a box or padded envelope. Make sure it's sent with an insured service.
Then send it to:-
FixMyTomTom
Unit 5 Rowley Industrial Park
Roslin Road
London
W3 8BH
Once we receive the unit we will attempt the repair. Standard turnaround is 3-5 working days. If the problem is more serious than expected we may need to contact you to advise you of a new price, and get your authority to continue.
If we repair your unit successfully then we will request online payment by sending you an email. If we could not repair the unit, we will request payment for the minimum charge and return the item (if you prefer we can normally recycle for parts at no cost to you).
Once payment is received we will post the unit back to you using Royal Mail - Special Delivery (insured up to £500). If you authorised us to recycle the unit then no payment will be required and the unit will not be returned.
You receive your fully working unit back, and tell all your friends about our great service! :o)
