TERRIBLE SERVICE AND USELESS CONSULTANTS

Good day,

I trust this complaint will be dealt with now that i have logged it.

I have contact the call centre and spoke to 3 consultants who where all unable to assist me with my query.

I have a contract with Matrix from August 2017, i have been a client for pass 3 years.

My car was in an accident on the 10 Feb 2018 and was written off last week by my insurance. I was advise that the unit was last updated on the 21 Feb 2018, which means this unit is not working in the car.

I have now purchased a new car and need a replacement unit to be fitted into my new car, as i would to continue on my contract.

The first Gentlemen i spoke to did not know what i was referring to and advise he never heard of such a thing and told me i need to cancel my current contract and pay the money and than take out a new contract.

I was than transferred to cancellation where the 2nd Gentlemen advise me i need to speak to the Technical guys. I was transferred to Noluthando who called me back after a few hours stating the following.

"I need to take the car to a fitment centre to fit the unit, because i need to pay the labor fees for the fitment" "Matrix cant send someone out to do the fitment, as it has been done when i took out the contract"

I fail to understand how my sister bought a new car Friday last week and Matrix sent out someone to remove the unit from the OLD car in Braamfontein and drove to Ennerdale to install it in her NEW car WITH NO CHARGE.

I am very disappointed in the service received from the Various people and until this hour, i have not received a call with regards to this matter. I have taken Delivery of my car yesterday and nothing has been installed.

I was advise by Noluthando that all the Technicians are in training today which does not make sense at all and she ask them if they will come out.

I WOULD LIKE TO CANCEL THIS CONTRACT WITH IMMEDIATE AFFECT, IF I DONT GET ANYONE TO COME OUT AND RESOLVE THIS PROBLEM. I dont understand how my sister can get the service but i cant get the same.