Poor service
<p>On numerous occasions we have had poor service from Cartrack, of which the following are only a few:</p> <p>1. After installation of the panic device, we tested the panic button about 3-4months later with absolutely no response. After investigation we were told that it was the wrong devise imstalled or the device did not work. Which in my opinion means that we actually paid a subscription for a service that could not be supp**** for that period.</p> <p>2. I received a call about a year ago that a signal was picked up on my wife's car, and was informed that they could not get hold of her on her Cellphone - after which I informed them that she has a new number which I asked them to try and contact her. The response I got was: "We can't call her, you will have to phone customer care and update her details" - Now this was after hours and customer care was closed, which meant that I had to either i) wait till the next day (regardless of my wife's situation), or ii) I had to phone her and be the middle man to get back to cartrack regarding her safety, which could have delayed the response time, if there was in fact an emergency.</p> <p>3. Most recently I got a call again because of a signal and that my wife was again unreachable (this time on her updated number). Unfortunately the bad network signal cut us off, and after 15min I did not receive a phonecall back, and had to phone back to speak to the person who phoned me. I was informed that I was phoned again (only once) in that 15min, and was not reached. Again this could've been a delay that could've meant the difference between life and death.</p> <p> </p> <p>Luckily in all of above situations my wife was safe, however that was not known at the time, and I feel that the urgency is not there from a emergency response point of view. We pay a subscription each month, and what would've happened if neither of us was available, will cartack actually respond, or will they phome every 10min for an hour before they actually respond?</p> <p> </p> <p>We are also now forced by contract to remain with services that in my opinion is poor, and in some instances non existing</p>
We note your concern. Please accept our apology for the inconvenience. We will be in contact shortly and are confident that this matter will be resolved.
Kind regards,
The Cartrack Team
We note your concern. Please accept our apology for the inconvenience. We will be in contact shortly and are confident that this matter will be resolved.
Kind regards,
The Cartrack Team
Further to the complaint above, the ********** service has still continued.
Early 2017 after testing the panic button, it did not work again. They subsequently sent someone out to replace the device for which they initially wanted to charge us.
After the technician left, not being allowed to know where they install the devices, we relised the following day that the device had not been installed efficiently and had to stick it back on to the glue like substance under the driver's seat. We decided to not call cartrack again as we have been so fed up with the poor service and managed to get it to hold in place on the glue.
Today 19 June 2017 17:00pm we decided to test the panic button again and realised that the panic button had also shifted/fallen from its original position. After pressing the button, we have not received any response within in hour. This by the way is more than enough time that could mean the differnce between life or death.
We were contacted today and asked if we wanted to extend the contract, and regretably my wife said yes.
We have had only bad service since the start, and insurance forces us to have a tracking device.
On the other hand, we have been paying for a service that includes emergeny response when pressing the panic button, and with each time we test it more than 3 months apart, we get absolutely no response.
I demand a refund for the entire 3year contract period, because I this panic button has not been working 99% the time.
It always seems that it functions immediately after installation (which has been the case on at least 3x seperate occossions), and if you test it again 3months later NOTHING happens.
Please get back to me with a solution and also a proposal of a refund for the so called service included as it pertains to when pressing the panic button.
Further to the complaint above, the ********** service has still continued.
Early 2017 after testing the panic button, it did not work again. They subsequently sent someone out to replace the device for which they initially wanted to charge us.
After the technician left, not being allowed to know where they install the devices, we relised the following day that the device had not been installed efficiently and had to stick it back on to the glue like substance under the driver's seat. We decided to not call cartrack again as we have been so fed up with the poor service and managed to get it to hold in place on the glue.
Today 19 June 2017 17:00pm we decided to test the panic button again and realised that the panic button had also shifted/fallen from its original position. After pressing the button, we have not received any response within in hour. This by the way is more than enough time that could mean the differnce between life or death.
We were contacted today and asked if we wanted to extend the contract, and regretably my wife said yes.
We have had only bad service since the start, and insurance forces us to have a tracking device.
On the other hand, we have been paying for a service that includes emergeny response when pressing the panic button, and with each time we test it more than 3 months apart, we get absolutely no response.
I demand a refund for the entire 3year contract period, because I this panic button has not been working 99% the time.
It always seems that it functions immediately after installation (which has been the case on at least 3x seperate occossions), and if you test it again 3months later NOTHING happens.
Please get back to me with a solution and also a proposal of a refund for the so called service included as it pertains to when pressing the panic button.