Service provider holds customers liable for maintenance for their Matrix services (Something the company should do, its what they offer!!!!!)

<p>Yesterday I got an sms to "Contact Matrix on ********** 035 to have a tracking unit fitted into your car" so I'm suprised why would Matrix send this sms to an excisting client? so I gave them a call only to find out that my unit is faulty. </p> <p>This Service Provider expects it's customers to contact them for maintenance and tracking unit testing. There should be a proper efficient customer service unit in place that contacts clients monthly for testing and not the other way round. my unit selection states they will contact me. My last tracking (online tracking) is 24 April 2015 and guess what I have been paying every month on time for a unit that is not working(Faulty for 15 Months) , they cant even tell me on their system when last they can pick up my car.All im being told is to refer to their terms and conditions, IS THAT EVEN LEGAL? to be paying for a "bogus service" for 15months and nobody picked up on this??? </p> <p>As far as I'm concerned this sms is 15 Months Late,and a company that claims to be right by your side should have read:</p> <p>"Dear (Name) thanks you for your loyal service and as we currently update and maintanin our systems to ensure we have correct information on our clients we have picked up that you have not checked your vehicles positioning in a month, here are your current coordinates....) or if its faulty then we will be contacting you to do a test." NOW THAT WOULD HAVE BEEN CUSTOMER SERVICE!</p> <p> </p> <p>Especially for an important tracking service such as this one, it would be great if they can be PROACTIVE in this way, As clients will not be calling Matrix from their own account , it should be DONE as a service!!</p> <p>From a Very disgruntled client!</p> <p> </p> <p> </p> <p> </p>