Mazda and TomTom have been working to solve a problem with TomTom Live services on some cars which resulted in both companies being inundated with complaints from drivers and owners.

Mazda CX-5 and Mazda6 models equipped with integrated TomTom satellite navigation receive a three-month free subscription to TomTom Live services, which provides traffic information updates every two minutes and a route change alternative to avoid traffic jams.

Customers have the option to extend this service after three months with a paid-for subscription.

However, many Mazda drivers have encountered problems with TomTom Live. A number of drivers have also contacted Fleet News with their complaints.

A Mazda spokesman told Fleet News: “We are aware of a few issues relating to some of the TomTom navigation units fitted to a small number of Mazda6 and Mazda CX-5 vehicles.

“These issues do not affect the standard navigational aspect of the TomTom and the unit will continue to function correctly for guidance.”

Mazda claims that some of the issues identified by its customers have already been resolved. The remaining concerns are being addressed “with the full cooperation of TomTom”.

“We are treating this with our highest priority,” the spokesman added. “We expect a full resolution to all the outstanding issues as soon as possible.”

Mazda advises any customers experiencing a fault to contact their local Mazda dealer or TomTom for over-the-phone diagnostics or for a preliminary dealer check. It is possible that a solution is readily available.

“The majority of the issues surround the TomTom Live services,” it said.

“We would reiterate that the guidance function of the sat-nav is working correctly and is not affected.”

A TomTom spokesman told Fleet News: “TomTom and our partners are putting a lot of effort into finding the root cause and solving the Live issues customers are experiencing.

“We take the customer very seriously, so we are planning a fix for this very complex issue and we are investigating further improvements. Unfortunately we cannot provide a timescale yet, butwe want to assure customers that this is being given a lot of attention.”

Comments from fleetnews.co.uk

“Live services are failing every two minutes on the Mazda CX-5 and both Mazda and TomTom seem unable to resolve the issue. Desperately needs sorting with a recall. Disgraceful that this is happening in 2013 on a new £30,000 car.”

John Slother

“I took delivery of a new Mazda6 Sport Nav in April this year, paying extra for the Nav version, and Live Services have worked for only four weeks maximum. Mazda does not know what’s wrong or how to fix it and have offered me nothing in recompense.”

Mike Kilby

“I have had no Live services since purchasing a CX-5 more than a month ago (it’s the same TomTom NB1 unit). After a lengthy email exchange with TomTom customer services and following their reset instructions – which made the problem worse by rolling back software updates – it decided to blame the hardware and direct me to Mazda. Funnily enough it then randomly started working again at the weekend after I had told them to cancel my pointless £55 Live Services subscription.”

Bruce Cairns

