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SB
SUSANNA B

1 reviews | Active since Feb 2021

04 Feb 2021, 11:24

CRUCIAL CONDITION NOT MENTIONED AT ALL

I was a MX3 customer for more than 8 years. Due to retrenchment in September 2020, I had to downgrade to Beame.

The new device was installed 29th January 2021. This is a 36 month contract. On 3 Feb 2021, an alert popped up on my phone, stating that my device is inactive. I immediately phoned, but was told that they cannot assist and I had to phone back today. After long conversations, I was told that I have to drive my vehicle at least 10km every other day, to prevent the device going into sleeping mode! During the whole downgrade process and installation, I was NEVER informed about this condition!! I can't afford to drive around just to keep a device awake!! Why was I not informed about this crucial condition when I app****?

I even read through the manual I've received via email, and there is NO mention of such a condition.

0
Replies (2)
Matrix Vehicle Tracking
Matrix Vehicle Tracking's reply04 Feb 2021, 12:42
Official
Good Day  SUSANNA B 

Thank you for allowing us the opportunity to speak to you regarding your query.

Kindly note that the device installed in your vehicle is active and communicating. We confirm that you have been provided with clarity regarding the functionality of the unit.

Please accept our apologies for the inconvenience caused.

Regards
Noluthando Mabaso
Customer Care Department
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SB
SUSANNA B's update04 Feb 2021, 13:08
Reviewer Update
Yes, I've received a call shortly after posting the above. The device is now active but only because I asked someone to drive it. It still doesn't solve my problem that the device will go into sleeping mode if I don't drive around and this condition was never part of our discussions prior to agreement. A device should not be sold to customers without giving the full conditions of a working device. If full disclosure was given to me, I never would've agreed to downgrade to the Beame. The lady who called me, will monitor my device and will let me know if it goes in sleeping mode again and she promised to phoned next week as well.