Unreliable Installation Scheduling Experience

I am writing to express my dissatisfaction with the service I have received from Cartrack South Africa regarding the installation of vehicle cameras.

I had a confirmed appointment scheduled for the installation, and I even received an SMS verifying the address details. However, after waiting two days with no communication or technician arrival, I followed up to check on the status. I was then informed that a technician would “try to fit me in,” which was concerning given that this was already a pre-arranged appointment.

I clearly communicated that I am currently on holiday and would not be available at the installation address after the weekend. I requested that an alternative arrangement or a properly scheduled appointment be made to accommodate this. Despite this, I did not receive a satisfactory resolution.

When I reached out via the WhatsApp support line, I was bluntly told that I had “rejected a slot assigned” to me. This is not an accurate reflection of the situation. At no point did I reject a confirmed appointment—rather, I sought clarity and a workable solution based on my availability. I strongly encourage your team to review the recorded calls, as they will reflect the actual communication and context.

This experience has been disappointing, particularly given Cartrack’s reputation as a professional and reliable service provider. I expected a higher standard of customer service, clear communication, and accountability.

I trust that this matter will be taken seriously and that steps will be taken to both resolve my situation and improve the overall customer experience.