Problematic systems

I’ve had generally decent service from Customer Support, but the system itself just isn’t working the way I expected it should. A couple of clear examples: 1. When I stop at a shopping centre and want to activate CARWATCH, the app randomly indicates the car is still running, which means one cannot activate CARWATCH. This has happened to all 3 cars at various times. Once when I phoned in, I was told to drive a few kilometres, switch off, and “see if that helps.” That’s not what I’m paying for, and it’s not a real solution. 2. As the admin (and a retired head of IT), I set up two-factor authentication. Lately, when I request an OTP, it simply doesn’t arrive. Last week I tried around 6–7pm, and only at 2am did I suddenly receive several codes all at once. Sometimes the codes are all different, and sometimes all the codes are the same – totally inconsistent. That makes the security side of things unreliable and, frankly, pointless. I have screen shots showing times if required. When I logged a complaint on the website, I received a call from someone in social media support. How does social media have anything to do with IT security or a non-functioning SMS system tied to a tracking unit? I asked for a supervisor or manager — none were “available,” and nobody offered to call me back. I was just my problem would be “escalated.” That’s the same empty line government departments use, and usually nothing gets done. And then there’s the cost. From what I recall, I wasn’t told upfront that my monthly fee would increase by 10% in years two and three of the three-year contract. Sure, it’s in the Terms and Conditions that you only get after signing, but 10% increases when inflation is 3–4% feels unreasonable. At this point, I’m questioning whether switching service providers was the right choice. I’m paying more for a system that seems to deliver less.