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Richard C

1 reviews | Active since Jul 2011

11 Mar 2025, 13:10

A sad case of zero after-sales service

It's with displeasure that I have had to resort to Hello Peter for this review of the lack of service I am receiving from Matrix Vehicle Tracking. I have been attempting to get in touch with the company via multiple email platforms since 3 March 2025 as I am based outside of South Africa at present, and requiring assistance with an invoice bill which is almost triple my monthly accepted contract fee for the tracking device in my vehicle.

A word of caution, attempt a second, even third quite from alternative tracking companies should you require the installation of a Tracking Device, as Matrix are quick sign you up for their services, but should you require any assistance after the sale is finalised you're sure to be left in a limbo of zero assistance by way of their contact platforms provided.

0
Replies (9)
Matrix Vehicle Tracking
Matrix Vehicle Tracking's reply11 Mar 2025, 13:13
Official
Good Day Richard Cranna
 
Thank you for your submission.

We confirm receipt of your inquiry, and the matter has been escalated to the Relevant Department for review.
 
Please anticipate feedback shortly.

Regards,
Customer Care Department
***

RC
Richard C's update11 Mar 2025, 13:16
Reviewer Update
Dear Matrix,

Thanks for the autoresponder. Let's see how long it takes to assist with the issue.

Sincerely,

Richard
RC
Richard C's update11 Mar 2025, 14:14
Reviewer Update
Latest update from Matrix ...

Caroline Madube <***> | 11 March 2025 @ 2:57 PM (15 minutes ago) | |
to me, ***


Good Day

Thank you for your Hello peter submission

Kindly be advised that we have went through your account profile and picked the following.

You agreed to a MXV bundle at R209 with the following services:

MXV Hardware
Recovery Services
Geoloc Manual
Border Zones
Trips
Panic
Border Zones.

The extra activated services are as follows:

Matrix protect
Reports
Home drive
Crash Alerts
Roadside Assist

Please see the emais ent with the activation for one of the servcies, Please confirm if you did receive these correspondences.

Regards
Caroline Madube
Client Service Agent


Department +27.11.654.8090 | Frontdesk +27.11.654.8000


People Powered AIoT
www.powerfleet.com
I strive for service excellence but in the event that you are not satisfied with my service, please escalate to my Manager Lesego mokone 011 654 460 or lesego.mokone@mixtelematics.com
Please take a moment to rate your experience with me via Hello Peter. https://www.hellopeter.com/mix-telematics-africa/
This email is subject to a
disclaimer


My response to Matrix ...

Richard Cranna <***> | 11 March 2025 @ 3:12 PM (0 minutes ago) | |
to Caroline, ***

Hi Caroline,

Thanks for the feedback and assistance. In response to your email kindly find my responses below:

  1. I did not receive any email providing information on costs associated with the activation of the services I activated via the App, no was there any pricing/cost provided via the app when activating these services. I would have expected to be alerted or to provide confirmation by being prompted towards any additional fees for these services.
  2. My understanding, if I navigated the app, was that these were services already paid for an available under my Matrix subscription, otherwise they wouldn't be made available to me via the app.
  3. As you'll notice, I have not made use of any of these services, and in light of the fact that my account with Matrix has more-than doubled, as well as taking my reasoning above into consideration, please can I ask you (Matrix) to cancel the relevant services in order to bring my monthly fee back down to the agreed upon R209 per month.
  4. Kindly clarify for me how Matrix will be reimbursing me for the additional amount of R296.66 for these additional services.
  5. I would kindly suggest that your tech/dev team re-look the aps UX functionality as the information provided is highly misleading in that there is no alert or prompt to the additional fees associated with activating services via the app. As far as I am aware for a contract of this nature to be "upgraded" financially, a customer is required to sign-off on an amended agreement which states the increase in monthly fees.
I trust that the above is in order. Please feel free to call me on the +966 number below should you have any further questions for me.

Regards,

Richard


RC
Richard C's update17 Mar 2025, 10:33
Reviewer Update
***UPDATE***

Your MiX Telematics/***7InboxSearch for all messages with label InboxRemove label Inbox from this conversation


*** | 10:24 AM (1 hour ago) | |
to me







Dear Valued Customer,
Please note we tried calling you today with no joy regarding your previous email.
Should you have any queries or concerns, please do not hesitate to contact our Customer Care Team on *** or ***.
Warm Regards


Richard Cranna <***> | 11:15 AM (17 minutes ago) | |
to debtors







Good day Mix Telematics Team,

I am currently overseas until 28 March. Kindly try call me again on +***. I’ll keep an eye out for your call.

Alternatively, an email correspondence will suffice. What is the news on the refund of the difference deducted from my account? That’s my main concern currently, as I have signed a contract for R209 per month.

Regards,

Richard
Cell: HIDDEN
Email: HIDDEN

Richard Cranna <***> | 11:32 AM (0 minutes ago) | |
to Matrix, customercare, Caroline







Good day Customer Care Team,

I am confirming, as per my email below, that I am available for contact on HIDDEN as I am currently out of the country. This email is as per the email enquiries I have been sending since 3 March 2025.

Link to Hello Peter 1/5 Star Ongoing Review provided for clarity purposes - https://www.hellopeter.com/mix-telematics-africa/reviews/a-sad-case-of-zero-after-sales-service-*** ... an unfortunately situation as I don't seem to be receiving any effort of assistance since the issue of being over-charged was brought to Matrix / Mix Telematics' attention on 3 March 2025.

Case reference number - ***7

Looking forward to your assistance.

Regards,

Richard

Cell: HIDDEN
Email: HIDDEN


*** Please consider the environment before printing this email!


RC
Richard C's update17 Mar 2025, 10:43
Reviewer Update
Richard Cranna | 17 March 2025 @ 11:43 AM (0 minutes ago) | |
to help, Tshepiso, debtors, Matrix, customercare







Hi Tshepiso,

Are you able to assist me with this situation please? I am not having any "luck" with the Matrix / Mix Telematics service departments and would like to please have this minor issue resolved.

Regards,

Richard Cranna


Cell: HIDDEN
Email: HIDDEN


*** Please consider the environment before printing this email!
RC
Richard C's update17 Mar 2025, 10:49
Reviewer Update
*** UPDATE @ 17 March 2025 @ 11h48 ***
Microsoft Outlook <***> | 11:32 AM (15 minutes ago) | |
to me








Your email message has been sent, but conflicts with a policy in your organization. Issues: • Message is sent to people outside your organization. • Message contains the following sensitive information: Israel National ID or Israel Bank Account Number Message is attached.

...

[Message clipped] View entire message


One attachment • Scanned by Gmail





Caroline Madube | 11:43 AM (4 minutes ago) | |
to me









Good day Richard

As per my previous email sent

This was escalated to the sales team leader and management

The services were cancelled; however, I still need approval for any adjustments to be made. I will advise once I receive feedback.

I do take ownership that I was supposed to have provided you with an update regarding to the progress of this matter.

Regards
Caroline Madube
Client Service Agent


Department +27.11.654.8090 | Frontdesk +27.11.654.8000


People Powered AIoT
www.powerfleet.com
I strive for service excellence but in the event that you are not satisfied with my service, please escalate to my Manager Lesego mokone 011 654 460 or lesego.mokone@mixtelematics.com
Please take a moment to rate your experience with me via Hello Peter. https://www.hellopeter.com/mix-telematics-africa/



From: Richard Cranna <HIDDEN>
Sent: Monday, 17 March 2025 10:32
To: Matrix Customercare <***>; Customer Care Gauteng <***>; Caroline Madube <***>
Subject: Fwd: Your MiX Telematics/***7
* PLEASE NOTE: This is an external email *This email is subject to a





Richard Cranna | 11:48 AM (0 minutes ago) | |
to Matrix, debtors, Caroline







Hi Caroline,

Thank you for the feedback, it's appreciated. I don't quite understand how it's taking almost a week now, to amend an error of overcharging a client for services? Hence my follow-ups as I would like to have this sorted out as soon as possible please.

I received an email confirming that, as I understand, the ball is being put in my court as someone from your "service department" attempted calling me on my South African number, yet no attempt was made on my Saudi Arabian number, as provided in my email signature. If anything needs to be discussed I am available telephonically, via conference call, via email and WhatsApp.

Looking forward to your / Mix Telematics / Matrix's assistance.

Hello Peter ongoing review updates - https://www.hellopeter.com/mix-telematics-africa/reviews/a-sad-case-of-zero-after-sales-service-***

Regards,

Richard


Cell: HIDDEN
Email: HIDDEN


*** Please consider the environment before printing this email!


RC
Richard C's update17 Mar 2025, 10:55
Reviewer Update
*** UPDATE on 17 March 2025 @ 11h55 ***
Richard Cranna | 11:54 AM (0 minutes ago) | |
to Caroline, debtors, Matrix, Tshepiso







Hi Tshepiso,

Thanks for the speedy reply.

I'm sure you can find out from your team what the situation is, and has been since about 4 March, but basically I seem to have been billed for features provided via my Beame / Matrix / Mix Telematics app, which as I understood from the lack of information provided on the app, that now these features are not actually part of my account / membership, hence activating them has seemingly incurred me charges. I did not foresee being charged for these features, as my understand was that I needed to activate them, hence they had been made available on my account / application.

I immediately communicated this to Mix Telematix / Beame / Matrix, as of 4 March, however am still awaiting assistance as I did not intend to activate features which would incur further costs to my account.

I requested that they be cancelled, which I believe they have been, however, am still awaiting feedback on the refund of the additional costs over and above the R209 per month contract I signed.

Any assistance from your end would be appreciated as it's been over two weeks now that I have flagged the situation on behalf of Mix Telemarics / Matrix / Beame, yet I am still awaiting assistance to "fix" the problem, which I cannot seem to do from my end.

Looking forward to any assistance that can be provided.

Link to Hello Peter Review updates -

Regards,

Richard


Cell: HIDDEN
Email: HIDDEN


*** Please consider the environment before printing this email!
RC
Richard C's update17 Mar 2025, 11:07
Reviewer Update
*** UPDATE on 17 March 2025 @ 12h06 ***

Richard Cranna | 12:05 PM (0 minutes ago) | |
to Tshepiso, Caroline, debtors, Matrix







Hi Tshepiso, Caroline & Beame / Mix Telematics / Matrix Team,

As per the screenshot provided below, and summarising where I now "interpret" the issue to have begun, my inquisition into "pressing" the options below the "My Active Services" section of the app seems to be the cause of the problem.



If you note, the information provided lacks any confirmation of these services being billed for should I "press" them. My understanding is as per the explanation provided, that being:

"Click on any of the icons below to find out more about the service and to activate the service" ... interpreted as such. If there was a fee associated in some way with the "activiation enquiry" (i.e. a pop-up confirming that I would be having to pay extra for these service, simply upon enquiring) I would have resorted to an alternative means of enquiring, other than selecting them via the app. Nowhere in the information provided is there any information pertaining to the associated / attached billing of an enquiry linked to the, what I now understand to be "ADDITIONAL" services.

This is my mistake, as a Beame / Mix Telematics / Matrix customer, and hence all I have been asking is to have the services cancelled and the amount "paid" refunded as this was not my intention, to be billed for the services, understanding now that they did not form part of my R209 per month signed-off expense liability with Mix Telematics / Beame / Matrix.

Therefore, as mentioned in my initial communications from 4 March 2025, please can these services be de-activated and my account be brought back to whatever status is provided as per my R209 per month account fee which I signed-off on.

Looking forward to your assistance.

Hellp Peter Review Updates - https://www.hellopeter.com/mix-telematics-africa/reviews/a-sad-case-of-zero-after-sales-service-***

Regards,

Richard


Cell: HIDDEN
Email: HIDDEN


*** Please consider the environment before printing this email!

Caroline Madube | 12:00 PM (5 minutes ago) | |
to me









Good day

Agree it shouldn't have taken this long

I have escalated it further will advise by 12 or 1pm.


Regards
Caroline Madube
Client Service Agent


Department +27.11.654.8090 | Frontdesk +27.11.654.8000


People Powered AIoT
www.powerfleet.com
I strive for service excellence but in the event that you are not satisfied with my service, please escalate to my Manager Lesego mokone 011 654 460 or lesego.mokone@mixtelematics.com
Please take a moment to rate your experience with me via Hello Peter. https://www.hellopeter.com/mix-telematics-africa/



From: Richard Cranna <HIDDEN>
Sent: Monday, 17 March 2025 10:48
To: Caroline Madube <***>
Cc: Matrix Customercare <***>; MID Debtors <***>
Subject: Re: Your MiX Telematics/***7






Richard Cranna | 12:05 PM (0 minutes ago) | |
to Caroline







Hi Caroline,

Thank you. Looking forward to having this matter resolved. Appreciate the speedy assistance.

Regards,

Richard


Cell: HIDDEN
Email: HIDDEN


*** Please consider the environment before printing this email!
RC
Richard C's update15 Apr 2025, 08:33
Reviewer Update
***ISSUE RESOLVED***

After over 1 month my account issue has finally been resolved, with as you can see above, much hassle and persistence. Thanks to Caroline Madube at Matrix for giving me some deserved attention. Her speedy responses and updates were much appreciated in order to resolve the issue of my account being over-billed by Matrix.

Holding thumbs that this issue is now completely resolved.