FORMAL COMPLAINT: DAMAGE TO MY MINI COOPER’S SOUND SYSTEM, POOR CUSTOMER SERVICE AND REQUEST FOR CONTRACT CANCELLATION

Dear Cartrack Management,

I am writing to formally express my serious dissatisfaction and disappointment with the service I have received from Cartrack following the installation of a Cartrack tracking device in my Mini Cooper on Wednesday, 21 October 2026.

On the above-mentioned date, your technician arrived at approximately 08h30 to install the tracking device. Unfortunately, I could not remain at home until the installation was completed, as I had to report for work. However, I clearly informed the technician that, once he had completed the installation, he could leave my vehicle keys with my aunt, who was at home.

I do not ordinarily drive my vehicle during the week, as I primarily use it over weekends or in the event of an emergency. On Thursday, 22 October 2026, when I decided to drive my vehicle to work, I discovered that my music system was no longer producing any sound. Although the radio appeared to be functioning and playing, there was no audio output. This issue had not been brought to my attention before the installation.

Given that this problem was discovered immediately after the Cartrack device installation, I am extremely concerned that the installation may have interfered with or caused damage to my vehicle's sound system. I expect Cartrack to take this matter seriously and arrange for a proper technical assessment to establish the cause of the problem and resolve it without any cost to me if it is attributable to the installation.

What has made this situation even more unacceptable is the manner in which my complaint has been handled.

On Thursday, 22 October 2026, at approximately 14h00, I contacted Cartrack to report the problem. I was informed that I would receive a telephone call within an hour to arrange an appointment for a technician to attend to the matter. Having received no communication by 16h00, I called again to follow up, only to be told that I needed to wait.

Today, Friday, 23 October 2026, I have still not received the promised call, nor has anyone contacted me to provide an update, arrange an inspection, or offer any explanation regarding the way forward.

This level of service is unacceptable and falls far below the standard I expected from a company to which I have entrusted the safety and security of my vehicle. I am particularly disappointed by the lack of communication, the failure to honour the commitment made to me, and the apparent lack of urgency in addressing a problem that arose immediately after your technician worked on my vehicle.

My concern extends beyond the malfunctioning sound system. It is about trust, accountability and the manner in which Cartrack treats its customers when something goes wrong. I entered into this contractual relationship with the expectation that Cartrack would provide a reliable service and handle my vehicle professionally. Instead, I am left with a potentially damaged vehicle system, unanswered questions and the responsibility of repeatedly following up on a complaint that your company should be proactively resolving.

I must therefore ask: How am I expected to continue trusting Cartrack with my vehicle when a problem arises immediately after your technician's intervention, and the company then fails to communicate with me or take prompt steps to investigate and resolve it?

This experience has seriously undermined my confidence in Cartrack and has caused me considerable frustration and inconvenience. A customer's trust should not be taken for granted, and it should certainly not be compromised by poor workmanship, inadequate follow-up or a failure to take responsibility when a complaint is raised.

In light of the above, I hereby request the following:

Urgent technical intervention: Cartrack must arrange an urgent inspection of my Mini Cooper by a suitably qualified technician to establish why the sound system has stopped producing audio following the installation.

Rectification at no cost: Should the assessment establish that the issue was caused by or is attributable to the installation, Cartrack must take full responsibility for repairing the fault and restoring my sound system to its previous working condition at no cost to me.

A formal explanation: I require a written explanation regarding the failure to contact me within the timeframe communicated to me and the subsequent lack of follow-up on my complaint.

Escalation to management: I request that this complaint be escalated to the appropriate manager or customer relations department for urgent attention and a formal response.

Cancellation of my contract: Given the breakdown of trust resulting from this experience, I request that Cartrack cancel my contract without penalties or cancellation charges, should the matter not be resolved to my satisfaction. I do not believe that I should be expected to continue with a service agreement when my confidence in the company's service delivery, accountability and ability to handle my vehicle responsibly has been so severely compromised.

I wish to emphasise that this complaint is not simply about a radio that has stopped producing sound. It is about the principle of accountability and the expectation that a service provider will take responsibility, communicate honestly and act promptly when a customer experiences a problem following its intervention.

I am extremely disappointed that I have had to chase Cartrack for assistance instead of receiving the professional service and reassurance that I expected. The fact that I have not received even a courtesy call since lodging my complaint is particularly concerning and has only reinforced my dissatisfaction.

I expect written acknowledgement of this complaint, confirmation of the next steps, and a clear indication of how Cartrack intends to resolve this matter. I would appreciate a response within 48 hours of receipt of this email.

Should Cartrack be unable or unwilling to address this matter promptly and satisfactorily, I will have serious reservations about continuing this contractual relationship and reserve my right to pursue the appropriate consumer complaint and dispute-resolution channels.

I trust that Cartrack's management will give this matter the seriousness it deserves and respond accordingly.

Yours faithfully,

Sipho Maseko ID Nu: *** Tel Nu: ***