I recently undertook a SS1000 ride. My submitted receipts and log have been rejected as the shortest route between the logged points with receipts is less than 1000 miles. I don't have an issue with this, I understand.
However, and it's a big however... I recorded the route ridden using the 'Record Route' facility on my Tomtom Rider 42 satnav. Latest software downloaded and installed, all ok. I even remembered to press 'Start' before setting off.
When I got home 18 hours later and tried to upload the completed route to my laptop, the Rider 42 showed 'Internal error' and promptly deleted the file recording the route. I have contacted Tomtom about this. The reply is below. A previous software issue I contacted them about is still uncorrected after 18 months. Let this be a warning: the programming in some Tomtoms is fragile at best and useless at worst.
The ride cost me around £200 to complete (fuel, tyres etc) which is money I won't get back. And I doubt Tomtom will volunteer to reimburse me. While I am satisfied I have completed an SS1000, I'll have to think about it again next year when I have the time, and money permits, to gain the accolade.
Lessons:
Make sure the shortest route between your receipts is >1000 miles.
Don't rely on Tomtom satnavs to back your claim.
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TomTom Customer, 19/08/2018 07.59 AM
Yesterday I undertook a 'challenge' motorcycle ride. I recorded the route ridden using the 'Start recording' facility on my Rider 42. This morning I tried to upload it to my computer using 'Share Tracks'.
Twice I got an 'Internal error. Please try again later' error and now the recording has completely disappeared from the list on my TomTom.
How can I try to retrieve it. How can I upload it?
Help! I need this to validate the ride.
Oscar D. (UK), 21/08/2018 03.22 PM
Dear TomTom Customer,
Thank you for taking the time to contact Tom Tom Customer Support. My name is Oscar and I am glad to assist you.
The reference number for your query is 180819-000631.
We apologize for delay in responding to your query. Any inconvenience caused is deeply regretted.
I'm sorry to learn that your TomTom RIDER 42 device is unable to share the tracks due to the error.
This issue occurs when the track that you recorded on the device offers a default name and you save it with the same default name. This name contains special characters such as '.' and ':'. These special characters cause these errors. The team is working to get this issue resolved at the earliest. May we apologise for any inconvenience caused.
As, unfortunately, the routes once saved under "My Routes" cannot be renamed, I would request you to rename the routes in future before saving them with simple names without any special characters. This should prevent the issue henceforth.
Please let me know if you are facing the issue even after renaming the routes so that I could assist you further.
For now, I regret to inform you that once the route is disappeared from the device, it cannot be retrieved back. Many apologizes for the inconvenience caused to you.
If you need further assistance or have any more queries, please feel free to call us on 02079490134 or simply reply to this e-mail with your callback number and convenient time and we will be more than happy to help you.
Our working hours are 9:00 am to 5:30 pm, Monday through Friday.
With Kind Regards,
Oscar
Customer Service Representative
The TomTom Customer Care Team
However, and it's a big however... I recorded the route ridden using the 'Record Route' facility on my Tomtom Rider 42 satnav. Latest software downloaded and installed, all ok. I even remembered to press 'Start' before setting off.
When I got home 18 hours later and tried to upload the completed route to my laptop, the Rider 42 showed 'Internal error' and promptly deleted the file recording the route. I have contacted Tomtom about this. The reply is below. A previous software issue I contacted them about is still uncorrected after 18 months. Let this be a warning: the programming in some Tomtoms is fragile at best and useless at worst.
The ride cost me around £200 to complete (fuel, tyres etc) which is money I won't get back. And I doubt Tomtom will volunteer to reimburse me. While I am satisfied I have completed an SS1000, I'll have to think about it again next year when I have the time, and money permits, to gain the accolade.
Lessons:
Make sure the shortest route between your receipts is >1000 miles.
Don't rely on Tomtom satnavs to back your claim.
------------------------------------------------------------
TomTom Customer, 19/08/2018 07.59 AM
Yesterday I undertook a 'challenge' motorcycle ride. I recorded the route ridden using the 'Start recording' facility on my Rider 42. This morning I tried to upload it to my computer using 'Share Tracks'.
Twice I got an 'Internal error. Please try again later' error and now the recording has completely disappeared from the list on my TomTom.
How can I try to retrieve it. How can I upload it?
Help! I need this to validate the ride.
Oscar D. (UK), 21/08/2018 03.22 PM
Dear TomTom Customer,
Thank you for taking the time to contact Tom Tom Customer Support. My name is Oscar and I am glad to assist you.
The reference number for your query is 180819-000631.
We apologize for delay in responding to your query. Any inconvenience caused is deeply regretted.
I'm sorry to learn that your TomTom RIDER 42 device is unable to share the tracks due to the error.
This issue occurs when the track that you recorded on the device offers a default name and you save it with the same default name. This name contains special characters such as '.' and ':'. These special characters cause these errors. The team is working to get this issue resolved at the earliest. May we apologise for any inconvenience caused.
As, unfortunately, the routes once saved under "My Routes" cannot be renamed, I would request you to rename the routes in future before saving them with simple names without any special characters. This should prevent the issue henceforth.
Please let me know if you are facing the issue even after renaming the routes so that I could assist you further.
For now, I regret to inform you that once the route is disappeared from the device, it cannot be retrieved back. Many apologizes for the inconvenience caused to you.
If you need further assistance or have any more queries, please feel free to call us on 02079490134 or simply reply to this e-mail with your callback number and convenient time and we will be more than happy to help you.
Our working hours are 9:00 am to 5:30 pm, Monday through Friday.
With Kind Regards,
Oscar
Customer Service Representative
The TomTom Customer Care Team