Terrible Service from TomTom

January 2017 I bought a TomTom Spark 3 Cardio from Makro. Based on product specifications the battery is supposed to last up to 11 hours with GPS. Last year I used while running Comrades Marathon and it lasted until 9h30. So far the battery has become worse everytime I used it. 2 months ago I ran Arthur Creswell Memorial Ultra Marathon (52km) and it died at 6h30 (with GPS). A week later I ran Durban City Marathon 42.2km with GPS and Heart Rate on as I had just updated the software and it died at 04h49.

I have been in communication with TomTom and I was told that it was a hardware issue and it will be replaced. I have been in communication with TomTom since 16 April 2018 about my device. My watch has been taken back for repairs and everytime I call I am told that they are waiting for spare parts that are coming from Europe. Moreover, I am told that even when the spare parts arrive they cannot guarantee that the device will be repaired in time for the Comrades Marathon as I have to wait for my turn on the queue.

I find the customer service very bad. Firstly, the device is supposed to perform as per specification or they should not make such claims. Secondly, I am being made to feel as if I am at fault for the malfunction of their device. On the Comrades Marathon Facebook Page, many of my fellow runners were frustrated at the malfunction of their batteries and most are considering changing into other devices such as Garmin and Suunto.

My question is why should be made to suffer and take a blame when I spent my hard-earned cash to get a device that does not perform as per stipulated specifications. I am very frustrated and disappointed at the service I continue to receive from TomTom. I have been communicating with consultants from Holland, India and the UK; and none is coming up with any concrete solution.

Today marks 18 days before the Comrades Marathon 2018 and from the look of things I will run it with device which is quite sad.

Honestly, I regret buying a TomTom device. If I knew I would gone for a different brand.