Discovery insure - poor troubleshooting

So I signed up for discovery insure in June and was contacted to install the discovery tracker At Bruma tiger wheel and tyre. So after about 3 days I realized there was no data on the app and about a week passed I received sms saying that discovery is not getting data.

So I phoned the call centre and the lady said she would reconnect on the system as it’s showing nothing wrong from their side. So another week passed nothing happened so I went into Bruma tiger wheel and tyre and told them of my situation. The sales guys phoned discovery and again they said they will do a reconnect on their systems additionally the sales guy at tiger wheel and tyre says I should keep the app on all the time which I do. So another week passed and still nothing.

I phoned discovery again and complained to the point that I wanna cancel then the lady says to me to delete the app and reinstall and wait a week. I did this still nothing and I continue receiving sms saying discovery not receiving data.

So I finally send an email describing my situation and threatening to cancel if nothing happens. So the technical team says that the sensor was not activated so I need to wake it up, followed their instruction and still nothing. Sent the message to inform them it didn’t work.

So final email from discovery saying I should replace the sensor using the app, which I tried but didn’t work. It was at this time that the app was showing a white “sensor“. So I didn’t get this sensor.

So I went back to Bruma tiger wheel and tyre and I was correct that they did not give me a sensor. So long story short for initial installation of the tracker they were meant to install a tracker and then link a sensor which is put in the vehicle. So it was that simple. So I lost a whole month of driving points because someone did not give me a sensor. I complained to tiger wheel and tyre sales guy and he simply said the discovery system did not say I must get a sensor!

So I have no idea if it’s poor training on tiger wheel and tyre staff or just lack of knowledge by discovery side to not pick up the problem?