Poor service

I am writing to formally lodge a complaint regarding the unsatisfactory service I have experienced in relation to my recent vehicle tracking requests, which included a downgrade on one vehicle and a new installation with an immobiliser feature on another. At the outset, I specifically requested that a single technician attend to both vehicles at the same time for efficiency and convenience. The call centre confirmed an appointment for 10:00. However, without any prior communication, two different technicians were scheduled for 08:00 and 10:00 respectively. I was contacted at 08:00 by the first technician, which I declined as I had already made arrangements based on the confirmed 10:00 appointment. Following the installation on the new vehicle, I discovered that the immobiliser feature is not functioning correctly. Although SMS notifications are received, the system fails to activate the immobiliser and only allows deactivation. I contacted the call centre, and despite their attempts, the issue could not be resolved remotely. I was then advised to contact the technician directly; however, his phone was switched off. After several attempts the following day, I eventually reached him, only to be instructed to log a service ticket. This was done on Thursday, with the assurance that the scheduling department would revert to me shortly. After receiving no communication, I followed up again on Monday. An appointment was eventually scheduled for Tuesday at 08:00, which I confirmed. I had to take half-day leave from work to accommodate this booking. At 08:30, when the technician had still not arrived, I contacted the call centre and was informed that the assigned technician was not adequately trained to work on the device. I was assured that an alternative technician would be arranged; however, no further communication or resolution was provided. A subsequent follow-up call yielded no additional clarity, with the system still reflecting the original 08:00 appointment. This experience reflects a serious lack of coordination, communication, and accountability. It is particularly concerning that your terms and conditions impose a R600 call-out fee on customers who fail to honour scheduled appointments, yet there appears to be no equivalent accountability when your organisation fails to meet its obligations. As a result, I have incurred unnecessary inconvenience and lost productive working time. Given the above, I request the following: Immediate escalation of this matter to senior management Urgent resolution of the immobiliser installation issue A formal explanation regarding the service failures and missed commitments I trust that this matter will be treated with the urgency and professionalism it warrants.