Excellent (lack of) Customer Service

I phone the company on Friday 19 October 2018 to report that the tracking unit on my vehicle stopped sending data on 11 December 2014 (not more than 14 months after it was fitted). I requested the Customer Service consultant to 1. Reimburse me for the months I paid, expecting the service and not getting the service I am paying for every month, and 2. to have a team with me on the following Monday to repair/replace the faulty unit. She responded that the service department will be contacting me shortly to arrange for a date and time to have the unit replaced (it is too old to be repaired) and the request for reimbur*****t will be handled. This was just before 13:47 Friday 19 October 2018. Monday came and passed without any further communication. Tuesday morning I had a meeting when a call came through to my cell phone, which I did not answer because it is a number I am not fami**** with. A hour or so after that I phoned MiX Telematics Customer Support upon which I was informed that the earlier call was from them and the transcript, as quoted by the new service consultant read "no joy". This lady also told me that the technical department will phone me shortly and the request for the refund will be sent to accounts and and that the is sending management an email at that time to alert them to the situation and the request for refund. This happened on Tuesday 23 October 2018 at 14:28. Today I managed to get hold of the Manager: Consumer and Corporate Care who then told me that I will not get a refund, because I did not abide by stipulation 3.10 "To ensure that the Unit is working after installation, after repair, and to test the unit at least every 30 (thirty) days;" under SUBSCRIBER'S OBLIGATIONS AND ACKNOWLEDGEMENTS in the contract, which I signed. Having seen the attached proofs of me signing the document I raised the following concerns with him, having no recollection of signing said contract: 1. Placement of the signature is over the paragraph preceding the signature space, and 2. All the signatures look the same

I then asked him if is paying for an alarm system and armed response, which their service promised, would he not expect the company to alert him if they are not receiving any signal from their transponder, which according to section 7.1.2 you are paying rental, but it never becomes your property (so one would expect a working unit, or is it just me?).

So, after 172 (their turn-around is supposed to be 48 hours) I have no answer as to whether, when or where the unit will be replaced and they are adamant that I am at fault and I cannot expect of them to reimburse me the money for no service and no unit. I have an email with a reference number stating that the issue is resolved:

Dear Mr/Ms CW VERMAAK,

This email serves to confirm that your query with reference number : ********** 9 is resolved.

If you have any further queries please do not hesitate to contact our friendly Customer Care Team.

Kind Regards

MiX Telematics