Disgusting service from Cartrack

selecting 1star because I have to

If you are considering a Cartrack tracking device for your vehicle, please please think again. I decided to give cartrack a try after purchasing my new vehicle. And from the start the service I received was beyond pathetic.

I contacted cartrack to take up a package on monday 15 july, immediately after the call i got the notification to approve the debicheck via my bank which I did. I then had to follow up with them around the fitment of the device as they sent me a link to confirm my address but the link kept giving me an error. When I contacted them they said it's because I hadn't approved the debicheck so I had to submit my banking details. Clearly useless systems to match the *********** service. On Friday 19 July I received a call at around 11:00 saying a technician could come out between then and 3pm. This worked for me as I had appointments booked from 4pm. At 13:50 I received an sms to say the technician would be there at 14:50. I called the call centre to find out if I could move it out as I would be in a meeting till 15:00 she said she would tell the technician to wait 10mins and she advised it would only take 15 mins to complete which worked for me and my schedule.

Needless to say none of this happened. The technician, named Oomjan called me at 15:20 to say he got on the highway at that time and was on the way to me. He arrived at 15:50. He then proceeded to take 1hour and 20 mins to do the work. Everytime I asked him how long it would take he said 20 mins. Clearly he didn't know what he was doing. At 17:00 I asked him to please finish up and he can come back on Monday as I was missing other appointments I had booked. He said he was done and it was just an error with the network to test the connection. He eventually left at 17:10

When I got into my car a whole lot of technical dashboard warning lights came up and few of them stated that I needed to take the car immediately to the dealership to check it out and fix the errors. As this is a brand new vehicle I was immediately concerned especially as technical issues could result in a void of the warranty. My partner called Oomjan and he said we must send him pictures of the errors and he said he would see when he could come to check it out. A totally unacceptable response. I wasn't able to use the vehicle after that, out of concern of damaging it further.

I sent the technician a WhatsApp with all the photos and clearly stated he needed to come on either Saturday or Sunday morning as I was not available in the afternoons. I got completely ignored. On Saturday morning I sent another SMS asking what time he would come- which got completely ignored. I then called the call centre again at 9:30 on Saturday morning and spoke to a customer care consultant who asked me to email her the photos of the issues and she would raise it with the technical department. 3 hours later I still had not received a phone call or email confirming my query or an update with a resolution, nothing. I had to call back again and literally beg the customer care consultant so that I could get some service. It was only after that call did I get someone from the scheduling team who contacted me to say he was going to get another technician out to me. That technician, named John eventually arrived at 15:00 on saturday afternoon. John was decent and a much more knowledgeable technician. It took him 2 hours to complete the job as he told me he had to undo everything Oomjan did and reconnect it properly as the initial connections were wrong.

I also have to raise that after ignoring my messages Oomjan pitches up at my house at 15:00 on Sunday afternoon when it is convenient for him to check the car out. As I was not available at that time. He continues to message me at 5:00 in the morning on Monday and phone me at 6:43 stating he can come at 7:00. This is harassment! How do cartrack allow their staff to contact clients at this time of the morning?

After a wasted weekend and airtime in numerous phone calls I would suggest to anyone who asks me to run in the complete opposite direction. Other providers like Netstar are far superior. They don't even bother to follow up and check if everything has been sorted out considering the numerous calls and complaints raised. The most useless and *********** organization. I will unfortunately be stuck in for 3 years due to their contractually duration, however I have no faith in their abilities to do anything in an emergency if they cant do the most basic part of their offering.