1 reviews | Active since Apr 2014
Appalling Customer Service Matrix
I have had matrix since 24/03/2018 to date. Last year my car battery was not lasting more than one day. I bought a new bigger battery and still nothing was helping, till the car was inspected by Toyota consultant and could confirm that my alarm system was not the cause to my battery not lasting.
On Friday 08/01/2021 I called Matrix customer service and they tell me maybe the tracker needs an upgrade so it must be taken in at the Toyota dealer so they can send the Matric consultant to inspect the device then determine if its the cause of the battery not lasting.
On Monday 11/01/2021 I have been calling since 8am and sending emails the whole day and there was no response. At 3pm I decide to go on the Matrix website and then I see there's a chat and I start chatting to Malapeng and she calls me saying she saw my case. She said I must call the Toyota Dealer and make an appointment. I call Toyota they said I can come anytime. I go back and tell her that they say I can bring my car anytime they open 06:30am - 5pm everyday. I ask her can they send the technician, she said they work from 8 - 4pm but she is the one who said I must first call Toyota when I get back to her she tells me they work 8 - 4pm. I asked her can they the technician arrive at 8am tomorrow 12/01/2021 , she tells me the consultant will call me.
I think customer service of Maxtrix is really appalling and you call for so long and waste your airtime. One persons says you need an upgrade on the system and the other says your car must be checked first if tracker is causing the battery to go flat.
The other thing I was shocked about was that Malapeng was adamant that their tracking system does not cause any battery to be depleted, I was like you have never even inspected my car yet you conclude and tell me that your system is not the cause of my battery to shut down.
You must teach your consultants to stop acting like as if they are car technicians when they are not. They must not assume everyone car problems are the same.
I am really disappointed, I been paying for 2 years and 10 month when I seek assistance from them for the first time, I get treated like this. This is totally unacceptable.
Thank you for taking my call.
Please be advised that a technician is at the dealership to assist with your vehicle.
We will advise and provide with feedback once the check has been completed.
Regards,
Kaya Payi
Customer Care Department
***
Thank you for taking my call.
Please be advised that a technician is at the dealership to assist with your vehicle.
We will advise and provide with feedback once the check has been completed.
Regards,
Kaya Payi
Customer Care Department
***
He asked me (customer) if he must remove the unit from my car. I told him that I would like this on record so will speak to Matrix first. I get called by Matrix that the technician is not allowed to remove the unit. How is he suppose to diagnose the problem if the unit is not completely removed? He initially saw that the unit being there is a current draw on the battery. Toyota is not allowed to diagnose battery problems if there's still a 3rd party unit installed in the customers car. The tracking device must be removed and confirm afterwards if there's a current draw with the tracking device removed.
I really think Matrix is running a creche because the way they run things is really disappointing. Earlier I got a call that I need an upgrade on my system, initially a customer service said I needed an upgrade so I was quite shocked that I need an upgrade.
I am really sick and tired of *********** people and customer service people who think they know so much about technicalities of the unit while they are not qualified technicians. This so called relationship is running on thin ice.
He asked me (customer) if he must remove the unit from my car. I told him that I would like this on record so will speak to Matrix first. I get called by Matrix that the technician is not allowed to remove the unit. How is he suppose to diagnose the problem if the unit is not completely removed? He initially saw that the unit being there is a current draw on the battery. Toyota is not allowed to diagnose battery problems if there's still a 3rd party unit installed in the customers car. The tracking device must be removed and confirm afterwards if there's a current draw with the tracking device removed.
I really think Matrix is running a creche because the way they run things is really disappointing. Earlier I got a call that I need an upgrade on my system, initially a customer service said I needed an upgrade so I was quite shocked that I need an upgrade.
I am really sick and tired of *********** people and customer service people who think they know so much about technicalities of the unit while they are not qualified technicians. This so called relationship is running on thin ice.
We acknowledge your post and the content thereof.
We can confirm that an email has been forwarded to you with a report stating that the tracking system is not the one causing the current draw on your vehicle.
Assuring you of our best intentions at all times.
Regards,
Kaya Payi
Customer Care Department
***
We acknowledge your post and the content thereof.
We can confirm that an email has been forwarded to you with a report stating that the tracking system is not the one causing the current draw on your vehicle.
Assuring you of our best intentions at all times.
Regards,
Kaya Payi
Customer Care Department
***