Terrible Service, Poor Administration and Inaccessability

I was informed recently upon requesting a logbook for my motor vehicle that my tracking device is faulty and needs to be replaced or upgraded.

With the advice provided to me in the Customer Care department, I was advised that I should upgrade my device to one which would enable me to log onto the car track app and see the whereabouts of my vehicle as and when I need to, to which I agreed. I completed the underwriting with the Customer Care Consultant and was later contacted on the same day by a technician to arrange the installation of my new device. I informed the technician that I would be unavailable in the past weekend and to instead schedule the installation for this coming weekend. The technician agreed and I proceeded to confirm my home address.

Yesterday, I received a call from Cartrack, with regards to an installation which was supposed to take place this past weekend. I corrected the Consultant I was speaking to by saying that my installation is actually supposed to take place this coming weekend as I made it clear previously that I was not available this past weekend. I informed the consultant that during the week I am not available as I am at work. The Consultant agreed and said that a technician would come to my office address today. She did not confirm a time but instead said that I would be called when the technician is in the area. The call ended with me confirming my office address. First concern I have is that the contents of my previous discussion with the first technician were not known by the second person who called me, yet all calls are recorded. Do you guys not have a noting system where the person liaising the a client leaves comments on what was previously discussed??

A few minutes ago being today, I received 3 missed calls from Cartrack. Obviously my first thoughts were that the technician is outside my office park. I went outside and no one was there. I then proceeded to call cartrack back. I made a total of 7 calls to customer care , requesting that I get put through to the scheduling department. The line goes on and on and on and eventually goes dead. Now I understand that the scheduling department may be experiencing high volume calls, but your phones actually go dead. I did not lose my patience and end the call myself.

As a second concern, I am quite shocked that it is this difficult to reach MY tracking company. I have it in my mind to actually cancel this new 3-year contract which I am about to renew with Cartrack.

Thridly, I have just been debited for a device which is faulty and no longer operational. I would not even know when my device became faulty as I have been debited consistently every month for a device which does not work. That is a big problem for me.