Lack of Customer Care from Car Track - Paying for a device that been with them for 5 months.

Good Day Thembekile

On the 5th of February 2026 I posed an enquiry on your Processes and Quality standards towards you Customer's. To date I haven't received any input to a basic concern that follows a series of bad experiences with Cartrack. Please provide feedback by end of Business Day 11th February 2026. If Cartrack is not willing to engage on the matter, please lease with your team to arrange logistics to remove the tracking unit.

From: Thembelihle Nkosi | Cartrack <***> Sent: Thursday, 05 February 2026 10:54 To: lloyd@app****metrology.co.za <lloyd@app****metrology.co.za> Cc: CEOescalations <***> Subject: RE: HLAL00089=KL36VXGPCAM Good day Mr Hlalele

Thank you for your email. Kindly allow me some time to review this matter, and I will provide you with feedback in due course.

Should you require any further assistance in the meantime, please feel free to contact me directly via email, or alternatively reach our Call Centre on ***.

Kind regards,

Thembelihle Nkosi CEO Escalations

13 Keyes Avenue

Rosebank

Johannesburg, 2196

T: +***0

W: www.cartrack.co.za

NOTE: This e-mail message is subject to Cartrack Group

disclaimer see https://www.cartrack.com/disclaimer.html

From: lloyd@app****metrology.co.za <lloyd@app****metrology.co.za> Sent: Thursday, 05 February 2026 10:33 To: Thembelihle Nkosi | Cartrack <***> Cc: CEOescalations <***> Subject: Re: HLAL00089=KL36VXGPCAM

Good Day Thembelihle

Kindly advise what the process is after a unit is booked into your Institution and if it's fair to keep the unit that is being paid for by a client?

From: Thembelihle Nkosi | Cartrack <***> Sent: Monday, 27 October 2025 12:12 To: lloyd@app****metrology.co.za <lloyd@app****metrology.co.za> Cc: CEOescalations <***> Subject: RE: HLAL00089=KL36VXGPCAM

Good day Mr. Hlalele,

I trust this email finds you well.

Please be advised that I have communicated with the system department and was informed that the footage you requested is not available. The device is currently stuck in an ongoing “last update” state, meaning it either did not receive a proper ignition event or lost power before a proper ignition event occurred. As a result, the camera did not record further, and a letter has been issued regarding this matter.

The likely cause of the power loss was the accident, as no faults were detected on the device.

We sincerely apologize for any inconvenience caused. Should you require further assistance, please do not hesitate to contact me via email or the call center at ***.

Kind regards,

Thembelihle Nkosi CEO Escalations

13 Keyes Avenue

Rosebank

Johannesburg, 2196

T: +***0

W: www.cartrack.co.za

NOTE: This e-mail message is subject to Cartrack Group

disclaimer see https://www.cartrack.com/disclaimer.html

From: lloyd@app****metrology.co.za <lloyd@app****metrology.co.za> Sent: Friday, 24 October 2025 09:36 To: Thembelihle Nkosi | Cartrack <***> Cc: CEOescalations <***> Subject: Re: HLAL00089=KL36VXGPCAM

Good Day Thembelihle

May you kindly provide an update on the matter?

Thanking you in advance.

From: Thembelihle Nkosi | Cartrack <***> Sent: Tuesday, October 21, 2025 15:46 To: lloyd@app****metrology.co.za <lloyd@app****metrology.co.za> Cc: CEOescalations <***> Subject: RE: HLAL00089=KL36VXGPCAM

Good day Mr. Hlalele,

Please note that I am still working on your query and do not have feedback as yet. Kindly allow me some time to complete the investigation, and I will provide you with an update as soon as possible.

Thank you for your patience and understanding.

Kind regards,

Thembelihle Nkosi CEO Escalations

13 Keyes Avenue

Rosebank

Johannesburg, 2196

T: +***0

W: www.cartrack.co.za

NOTE: This e-mail message is subject to Cartrack Group

disclaimer see https://www.cartrack.com/disclaimer.html

From: lloyd@app****metrology.co.za <lloyd@app****metrology.co.za> Sent: Tuesday, 21 October 2025 08:34 To: Thembelihle Nkosi | Cartrack <***> Cc: CEOescalations <***> Subject: Re: HLAL00089=KL36VXGPCAM

Good Day Thembekile

I phoned in today at 08:30 am and was told your line was engaged. Please return the call once ready.

From: Thembelihle Nkosi | Cartrack <***> Sent: Monday, 20 October 2025 14:05 To: lloyd@app****metrology.co.za <lloyd@app****metrology.co.za> Cc: CEOescalations <***> Subject: RE: HLAL00089=KL36VXGPCAM

Good day Mr. Hlalele,

I trust this email finds you well.

I’m following up on my previous email regarding the camera repair. Kindly advise a convenient time for me to contact you so that we can arrange for a technician to assist.

We remain committed to resolving this matter promptly and appreciate your patience and understanding.

Kind regards,

Thembelihle Nkosi CEO Escalations

13 Keyes Avenue

Rosebank

Johannesburg, 2196

T: +***0

W: www.cartrack.co.za

NOTE: This e-mail message is subject to Cartrack Group

disclaimer see https://www.cartrack.com/disclaimer.html

From: Thembelihle Nkosi | Cartrack <***> Sent: Friday, 17 October 2025 13:09 To: lloyd@app****metrology.co.za Cc: CEOescalations <***> Subject: HLAL00089=KL36VXGPCAM

Good day Mr. Hlalele,

Thank you for your email and for bringing your experience to our attention. On behalf of Cartrack, please accept my sincere apologies for the inconvenience and distress caused to you and your family. I fully understand your frustration and the seriousness of the situation you described.

Kindly note that I attempted to contact you, but the call went to voicemail. Please advise a convenient time for me to reach you so that I can assist in arranging for a technician to be dispatched to repair the camera.

We are committed to resolving this matter promptly and appreciate your patience while we work on it. Should you require immediate assistance, please do not hesitate to contact me directly. Alternatively, you may reach our call centre at *** for further support.

Kind regards,

Thembelihle Nkosi CEO Escalations

13 Keyes Avenue

Rosebank

Johannesburg, 2196

T: +***0

W: www.cartrack.co.za

NOTE: This e-mail message is subject to Cartrack Group

disclaimer see https://www.cartrack.com/disclaimer.html