Customer Service / Faulty Tracking Device / Damage to Customer Property

<p>I contacted CARTRACK to install the Fleet Management Plus tracking device into my newly purchased vehicle Suzuki Vitara All Grip 2016 model.</p> <p>The Technician Arrived at my premises on the 21.08.2016 10:23AM and completed the installation at 14:15PM technician reference number CTPR003,i was advised that the unit had difficulties connecting with the satellite and that a fault was detected... the technician asked if he could come back to complete the installation due to family responsibilities and rescheduled a date for the 26.08.2016 I raised my concern if the faulty connection would have any effect on the vehicle due to me leaving for Lephalale in the early ours? The technician responded only if you don’t want your vehicle ******...?</p> <p>Even though the unit was not working the service technician made me sign the Confirmation of installation certificate 12534 post fitment signature</p> <p>the following morning 22.08.2016 I loaded my luggage, climbed into the driver side of the vehicle and the vehicle did not wanted to start... on further evaluation it came under my attention that the vehicles battery was completely drained... which was extremely od?</p> <p>I then proceeded to disconnect the battery terminals and placed the battery on a battery charger, charged the battery for 2 hours and then round 6 i reconnected the battery, started the vehicle and departed for Medupi PowerStation located in lephalale.</p> <p>I contacted CARTRACK at 9:00AM stated what has happened and they transferred me to their branch in Polokwane spoke to a service consultant and was informed that they will send out a technician later that business day to rectify the problem which never happened!</p> <p>I had to reschedule all meetings with my clients. On ending the day's work i proceeded to the parking lot and was approached by a security officer stating that my vehicles head lamps was switching on and off. The battery again was completely drained.</p> <p>I then proceeded to jumpstart the vehicle as per the user manual and contacted CARTRACK immediately at 17:00 hours and was advised by the service consultant that no service manager was available - left for home which was unacceptable due the operating hours of CARTRACK states that they are open until 16:00 Hours, she was then help full and took my details and said that I’ll be contacted by a service manager by 8:00AM the following day which never happened. i then parked my vehicle at my location of residence disconnected the battery terminals to ensure no possible damage to the vehicle computer box due to any faulty connections made by the CARTRACK Technician.</p> <p>I contacted CARTRACK Johannesburg several times until at last a Service technician supervisor contacted me at 10:54 AM Eddie Motsiri tel +27 011 ********** / ********** I stated what has happened. I asked if the wrongful connection could have any damaging effect on the vehicle computer system and he rep**** yes...he then confirmed that he will personally drive to Lephalale to fix the fault but had to schedule a time due to other responsibilities it is now 12:15 PM and no feedback from CARTRACK as yet !</p> <p>Further it was made known to the CARTRACK supervisor that i had to be in Benoni, Gauteng on Thursday 25th of August 2016 for my company’s monthly work in progress meeting which i cannot miss due to the board of directors attending</p> <p>on receiving the information that there is a possibility that the computer system may be damaged I immediately contacted my lawyer for legal advice with regards to the cost implication of gross negligence of carrack and the possible repair cost of the replacement of the computer box... not even to mention car rental if the vehicle system is damaged - thanks God for the consumer Protection Act.</p> <p>I was informed to take the vehicle to my car dealer to conduct an analysis on the vehicle if any damage was occurred and if so well then legal action will be taken against CARTRACK</p> <p>I’ve noted that all voice calls are recorded which will come in handy if CARTRACK does not resolve the problem...</p> <p>So where does it leave me...</p> <p>1. Stuck in Lephalale</p> <p>2. Customer satisfaction and response to client complaints zero</p> <p>3. Carrack Customer Care - Zero</p> <p>4. Still no feedback on when Carrack Technician will be arriving at lephalale</p> <p> </p> <p>Regards</p> <p>Leonard Momberg</p>