Extremely Poor Sales Support, Inconsistent Information, and Zero Follow-Up

My experience with Matrix sales and support has been extremely disappointing and unprofessional.

I initially received a call from a Matrix consultant who explained the available options. I specifically asked him to email me the brochure so that I could properly review the details. When I received the brochure, the information in it was different from what the consultant explained verbally, which immediately raised concerns and caused confusion.

I responded to that email to seek clarity and provided a detailed, reasonable query. My response was as follows (summarised):

I compared the Matrix Silver package with similar offerings from competitors and found that it appears more expensive while offering fewer features. I even attached a comparison against Tracker Care and asked Matrix to clarify whether there are additional benefits or value-added services not reflected in the brochure.

To date, I have received absolutely no response to this email.

After that, I attempted multiple times on the Matrix website to request a call back. Eventually, I received a call a day later, but I was unable to answer at that exact moment. I asked the consultant to please call me back 30 minutes later, which never happened.

I then proactively called Matrix myself and again requested a call back. They did eventually contact me, but during the discussion the consultant provided information that did not make sense and was inconsistent with previous explanations. To avoid further confusion, I asked her to send me a follow-up email clearly explaining the options.

Once again no email was sent, and no follow-up was done.

This entire experience has been frustrating, time-consuming, and frankly unacceptable. The lack of communication, contradictory information, and complete absence of follow-up make it feel like I have to chase and beg Matrix just to give them my business.

If this is the level of service during the sales phase, I have serious concerns about what support would look like after signing a contract.

This experience reflects extremely poorly on the brand.