Don't know what the word response means

Item: Matrix Vehicle Tracking
Rating: 1
Author: Hendrik N

I've tried calling the call center, and just gave up after about 10 minutes of waiting. Decided to try the email approach, but it's been 3 days now with no response. Clearly response time is not of the essence. I even tried installing the mobile app to get the info I need or just to see of my tracking device still works, but registering on that is even worse. Fill in a form with your details, then what?! Wait for a response? Well, not getting any hopes up. I see that even on hellopeter the average response time is 52 hours... Still faster than their customer care is on emails.

Helpful (0)

Replies (2)

Hendrik N's updateReviewer Update

22 Sept 2017, 13:50

Within hours after making this post, I get a response from a friendly customer care consultant named Albert Griffiths that promptly sorted out my query over the phone and updated my details where needed. That is what I would come to expect form customer care. Good job. Just too bad I had to log a complaint here before getting a response.

Hendrik N's update22 Sept 2017, 13:50

Reviewer Update

Matrix Vehicle Tracking's replyOfficial

22 Sept 2017, 13:57

Dear Hendrik

We thank you for bringing your query to our attention and for allowing Albert the opportunity to speak to you.

Please do not hesitate to contact me should you require further assistance

Kind regards

Thato Mashimbye

Customer Care Supervisor

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Matrix Vehicle Tracking's reply22 Sept 2017, 13:57

Official