Most Shocking Customer Service with Cartrack

I have been a loyal customer of car track for many years.

I am in the process of changing insurers and the insurance company requested my Car Track certificate as well as confirmation of a tracking unit test.

I called into Car Track and asked for the certificate and the unit test.

The unit was tested and the gentleman advised that it is in fact not working. I was not happy – I asked when last it was tested and he could not answer me.

He insisted that I would need to select one of the 3 new options as my specific “old” unit is no longer available.

He sent the options to me and I found out that for your new top of the range unit with all the bells and whistles the monthly cost is less than what I am currently paying – also I would need to enter into a brand new 3 year contract with you.

I asked him the following: 1. Why is my unit not regularly tested? He could not answer 2. Why am I paying so much for an End of Life Unit ? – I was advised that the cost is merely escalated at 10% per year and existing customers are not offered the new packages at the lower cost with the latest features – that is only for new customers. 3. Why do I need to sign a new 3 year contract? I have a contract which is many years old and well past its 3 year mark – it is absurd to expect me to sign a new contract because your equipment is not longer working.

He answered every one of my questions with – I have sent you the options – fill the application and we will arrange to have a new unit fitted. I am not stupid – I understand that if I fill a new application (3 years) a new unit will be fitted – no answers to my questions and concerns.

Shocking I tell you – look after your existing customers and they will be loyal to you and your brand – treat them badly (bad service, disrespect . . . . ) and you will lose them.