The Worst Service ever : Incomplete job since 13 December 2022

[Ticket#***]

EMAIL SENT - 11 JANUARY 2023 WITH NO RESPONSE Good day ,

I have been calling Car track since the 13th December 2022 to request that a unit be fitted into my car. I Still don't have a unit that complies with my insurance installed

ID-########## - You can pick up all the call records using my ID number

13 December 2022 I called Car Track to request for a unit that complies with my insurance requirements to be fitted into my vehicle. The lady on the phone said she would send an email to another department to end my current service as an existing car track client and to install a new one . I did not receive any feedback following that call.

29 December 2022 I called again and advised the agent on the line about my previous call. She advised that Car Track had been waiting for a lead/instruction from Mi-way. I called Mi-Way and a lead was sent.

I called Car Track an hour later to inform that a lead had been resent, I was transferred 6 times till I told the last lady( who was infact the 1st lady that had taken my call prior to being transferred ) that I refuse to be transferred because all of a sudden no one knew how to handle my request which was " please check if you received a lead from my insurance and urgently arrange for a tracker unit to be fitted". She advised that she would get someone to assist me.

Then after all that an agent called me and told me he had heard that I Have a problem. I explained the entire scenario to which he claimed that since load shedding Car track has been either not receiving some emails/notifications or receiving them late maybe that why they had not received all the leads sent by Mi-Way. He said he would speak to a colleague who would be able to assist me as he does not work in that field .

30 December 2022 The same agent called me to say that they are still looking into the matter ; he said " I must sit and drink water where I am and the matter will be attended to." Needless to say that nothing was handled no did i receive a call back 04 January 2023 I emailed my insurance laying a formal complaint in writing and that's when Car track called to set an appointment. An appointment was set for Wednesday 11 January where I was advised a technician would call me an hour prior to arriving.

11 January 2023 I received a missed call at 16:34 to which I was on the line again with an agent by 16:37 who then confirmed that my appointment had been cancelled and she would look for an alternative date. Question 1 to her was how is the appointment cancelled when the technician is meant to call me an hour before and now i am literally calling 2 minutes later? she couldn't answer me. Then she said she is online trying to find an alternative date to which our call got discontinued.

I then called again to be told by the agent who sounded disinterested in the call that she will need to send an email to another department to arrange scheduling as she doesn't deal with Pretoria. I requested that the lady give me an email address to log a complaint and she said she will put me through to customer service. I told her that I didn't want to speak to anyone, that I wanted an email address. She proceeded to say "i dont have such details, hold on i am putting you through" . An employee of a company as large as Car Track who deals with customers daily and she wants to claim that she doesnt know proper channels to be followed when dealing with a client ???? Also why could the agent before her be able to logon onto a system and check the next available date while she claims she needs to email? And when she hears a client saying they want to complain she doesn't see the need to ask what went wrong and ask someone to call the client back?

ALL I NEED IS A UNIT THAT COMPLIES WITH MY INSURANCES REQUIREMENTS. I am not asking for favours or freebees. i am asking for a service company to perform the service that they advertise daily to customers

Zolisa Njamela ######

EMAIL I SENT ON 19 JANURY 2023 . STILL NO RESPONSE Still no call from customer care to acknowledge this email. Instead I got a call from someone to arrange a fitting. Today a technician arrived to install it. I asked him what will happen to my current unit? Thato called the office who said they don't have information about a removal, they transferred me to Client services (Thando) after explaining to Thando she explains that i need to be sent to scheduling department, when scheduling department answers they say i need to be sent back to client services as they haven't received an instruction of cancellation for my old unit therefore cant issue a job card to the technician that's already at my house. Scheduling then transfers me back to client services (Lee) who then says that the agent that scheduled today's fitting should have scheduled a removal as well.

so at the end of today I will be sitting with 2 units in my car . On the debit order date I will reject one debit order because I surely can not be held accountable for CAR TRACK's poor planning .

I don't anticipate your response since you didn't bother responding to the 1st one. but I will keep this for the records when i get debited for 2 units

On the 26th January 2023 I called CAR Track again to follow on the removal of my Unit as instructed to your very arrogant agent by the name of Abraham on the 19th January 2022. Today is the 30th still no call back nor arrangement for removal of my old unit .

TODAY : 30 January 2023 I received 3 calls and 2 SMS about a payment which I rejected because it is for my Old unit which I was sent a cancellation letter for . IF CAR TRACK was not a requirement for my insurance i would definitely be the 1st to cancel their half done job and move to another company.