|Subject: Device won't start following update [Incident: 120314-005797]|
|From: "TomTom Support Team" <email@example.com>|
|Date: 19/03/2012 6:24 PM|
Dear Sir or Madam,
Recently you requested personal assistance from TomTom Customer Care.
Below is a summary of your request and our response.
You can reply directly to this email.
If we do not hear back from you within 3 days, the incident will be closed automatically but you can still update it within 28 days.
Alternatively, you can click here to reply using our online form.
|Subject (Please be descriptive)|
|Device won't start following update|
|Response (Sumit N.)||19/03/2012 07.23 AM|
Thank you for your reply.
This is Susan with TomTom Customer Support.
The reference number for your query is 120314-005797.
The device System Information states that the map data is corrupt on device.
Follow the below steps to resolve the issue.
If you haven't already done so, please download and install the latest version of TomTom HOME from http://www.tomtom.com/home.
STEP 1 - Connect device to HOME using the USB cable.
STEP 2 Format your device
- Open My Computer; you will see the TomTom device as a removable
On a Mac:-
After the Format has completed, please disconnect your TomTom device from your computer.
It will now have a red cross on the screen.
STEP 3 Open TomTom HOME
- Log in to your account with your email address and password for
your TomTom account.
STEP 4 Install the Application
- Reset your TomTom device as shown on www.tomtom.com/6965
STEP 5 Restore the map back on device
- Connect device to HOME
Safely disconnect device from HOME.
This should resolve the issue.
If the issue persist, provide us the device purchase invoice for further investigation.
To send the purchase receipt, reply to this email by log in to your TomTom account via the TomTom website.
Click on ‚€˜My TomTom‚€™ in the top right -> ‚€˜My Questions History'.
Click on the "My Questions" on the right side of the page and then you will see the title of your email. Enter a message in the 'Update this question' box.
You can attach the Proof of Purchase that you wish to send to us by clicking on 'Browse'.
You can then find the document you wish to attach and click on 'Add Attachment'.
Please note that we prefer if you reply with the information via the TomTom website and update your question with the attached Proof of Purchase or Exchange. We will be able to process your query a lot sooner. Please send either a .pdf file or a .jpg image file. Please do not send .bmp files.
The Serial number can be found on the base of the device, by the barcode on the white or silver sticker. It usually begins with 'C_No' or 'S/N' followed by one or two letters and a series of nine or ten more digits. For example, 'V12345A67890' or 'RB12345I67890'.
I will be waiting for your reply.
Please do not hesitate to contact our support team, we are available Monday to Friday 9.00 am to 5.30 pm on 1300 135 604 for Australia or 0800 450 973 for New Zealand.
With Best Regards
Should you wish to update your TomTom Question, please log in to
your TomTom account via the TomTom website.
You can also attach documents to the question by clicking on 'Browse' and find the document you wish to attach to the question, then click on 'Add Attachment'.
Remainder of message, which just repeats all that went before, elided.