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HM
Hillary M

1 reviews | Active since May 2016

24 May 2016, 11:57

Bad Customer Services - Reason to terminate contract

<p>I had a very bad experience with Matrix since 21 February 2016 when a battery was ****** form my car and Matrix did not notify me of the power down.</p> <p> </p> <p>Since then, Matrix could not reach a conlcusion on whose faulty was it that I did not get informed. Normally I should receive an sms or a phone call.</p> <p>Efforts to contact them wasted a lot of my time and resources since they were not responding to the emails. When I call them, they were making empty promises that they will investigate and call me back.</p> <p> </p> <p>Only today 24 May 2016 is when Matrix ruled that its not their faulty but without explain why they see themselves as not responsible for not notifying me.</p> <p> </p> <p>Based on this poor service where I was being ignored and the false through different versions as to what time the battery was removed made me consider terminating the 3 year contract with Matrix.</p> <p> </p> <p>Is it possible to have the contract terminated?</p>

0
Replies (2)
Matrix Vehicle Tracking
Matrix Vehicle Tracking's reply24 May 2016, 12:21
Official

Dear MawarireH

We hereby acknowledge your post and have noted the content.

We would like to state for the record that the notification was sent to you without delay at the time it was received from your device.

We can therefore not agree that you were not notified of the alerts generated by the device.

In the interest of customer satisfaction and entirely without prejudice, we confirm the immediate cancellation of your agreement. Written confirmation of this will be sent to you shortly.

We trust that this will meet with your approval.

Kindly contact me directly should you require any assistance.

Kind regards

Thato Mashimbye

Tel +27 (0) 11 ***

Email ***

www.mixtelematics.com

HM
Hillary M's update24 May 2016, 13:51
Reviewer Update
Thato, I am not waffling here. Since 21 February 2016 Matrix was dilly dallying and shilly shallying, I had enough, stop it. Customers are secured by providing them a promised service, listening to their concerns and timeous communication with them. Not by dishonest or empty promises. 1. You have a serious problem if not dishonest, if you can not agree that no communication was made besides the induced SMS I got after phoning Matrix querying why the battery is missing and haven't been informed. Check you records properly. 2. Why was I told that the device only communicates when it runs out of power not when the battery is removed? Dishonest. 3. Why more than two people from Matrix told me that they can see the battery was removed at 1:56AM but will investigate why the next department didn't communicate? 4. Why was I later told my car was packed where there was no sufficient network to communicate the power down? 5. Why today you are telling me the power down was received and why today the power down is 2:01PM not 1:56AM? 6. Why different versions? 7. Why all the people I was phoning most of them including you never came back to me with feedback? Why you did not respond to my emails? Do you remember my statement "It seems there is a gorge where whoever promises to investigate and give me feedback is falling into and never come back?" 8. If I am to sum up all the minutes for calls I made from my pocket to Matrix, how much cost and time is that? Let alone emails. Besides the termination of the contract, is it possible to have my battery compensated?