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NZ
Nevelle Z

1 reviews | Active since Aug 2018

23 Aug 2018, 16:12

Vehicle tracking ****...

Matrix vehicle tracking.

Entered into a three year agreement in 2013. Matrix never once contacted me as regards renewal of contract / upgrade or downgrade / battery replacement on transmitter unit.

1. After requiring to replace the R8000 battery in my Audi for the second time in two years I was advised to check the status of the battery on my Matrix tracker unit. It turns out that the batteries on such units typical last around two years. The battery in my unit is now into its seventh year... Thanks Matrix for putting me R16000 out of pocket.

2. After the initial three year agreement the unit itself has been fully paid for, so a reduction in monthly premium would be expected. This did not and has not happened in the last three years. No one from Matrix contacted me in this regard.

3. I contacted Matrix as regards cancelling my contract and having their unit removed from my vehicle. The immediately offered to upgrade my package for free and reduce my monthly premium from R393pm to R217pm. It turns out that they changed the pricing structure on their packages and did not bother to contact me to adjust it accordingly. I enquired as to the price of the MX2 unit (currently installed in my vehicle) and was quoted R201pm. So get this, I have been paying almost double for my monthly subscription for probably three years...

4. When I contacted Matrix about cancelling my contract and having the unit removed, I was slapped with the usual "you have to give one month's notice and there is a R500 charge to remove the unit from your vehicle", not to mention the cursory "hiding behind our terms and conditions" stance.

Wow! 1. Bad service. 2. inept or ******* accounting. 3. Wilful negligence as Matrix must very well know that the batteries on their units have a finite lifespan - and they must also know of the deleterious effect that a worn out tracking unit battery has on the vehicle's battery. 4. Total lack on conscience or concern when attempting to remedy this problem with them no less than eight times on the phone. 5. Sociopathic disregard for their sociopathic greedy conduct.

As a rough calculation, I am at least R21000 out of pocket. Thanks soooo much Mix Telematics...

0
Replies (6)
Matrix Vehicle Tracking
Matrix Vehicle Tracking's reply23 Aug 2018, 16:32
Official

Good Day

We Thank you for your post and acknowledge the contents thereof

Please allow us the opportunity to investigate and revert to you soonest

Kind Regards

Thato Mashimbye

Customer Care Supervisor

Matrix Vehicle Tracking
Matrix Vehicle Tracking's reply24 Aug 2018, 11:32
Official

Good day Nevelle van Zyl

We have contacted the account holder and the matter has now been resolved.

Kind Regards

Michael Africa

Customer Care Manager

NZ
Nevelle Z's update24 Aug 2018, 11:53
Reviewer Update
Michael. Your response is somewhat insincere. You have contacted the account holder... What you have actually done is scrambled to remove your unit from her vehicle as promptly as right now and waived any further charges. You are rushing to conclude this matter in a bid to prevent any further aggravation and fallout. And I get that, but what you have not done is answered any of the really important questions, such as the matter pertaining to two car batteries that required replacement and flagrant disregard for paying customers. You have done the typically dishonest-greedy-corporate move and are not doing the right thing. What you are doing is clearly the "most profitable route". Customers are perceived as livestock from whom maximum profit is to be extracted. Had you made mention that you were going to discipline that individual or department involved in causing this problem, it would only be marginally more believable, but the bottom line is that the difficulties associated with the fallout of such greed and dishonesty lands on the desk of people like yourself. The fat cats who earn massive income from this remain seemingly untouchable and apparently uncaring... The newfound urgency on the part of Matrix is all too clear a confession. If Matrix was sure of itself (or, as all too commonly, their "terms and conditions") this course of action would not have been implemented. See social media doesn't care about "clause 481 on page 3297" of the contract, social media only cares about "fair and reasonable" when it comes to dealing with real-life human beings and not those lofted so high as to deem themselves untouchable (Like, for example Miway's Rene Otto and Adam Catzavelos to name two from the past week). Michael, to put it plainly, Matrix ****ed up. And that has cost a Matrix customer a lot of unnecessary and unjustifiable / illegitimate expense. Please put it to those at Mix Telecoms who are in the same league as Otto and Catzavelos if they have something more reasonable, ethical and socially acceptable to offer other than speedy compliance with a customers instruction. I look forward to your response.
Matrix Vehicle Tracking
Matrix Vehicle Tracking's reply27 Aug 2018, 10:53
Official

Good day Nevelle van Zyl

We acknowledge your post and have noted the content.

We would like to state for the record that we strongly reject claims and insinuations made by you.

As you are not the account holder we are unfortunately not in a position to engage with you regarding the status or resolution of any possible disputes.

We have addressed the matter with our former customer and consider the matter closed.

Kind Regards

Michael Africa

Customer Care Manager

NZ
Nevelle Z's update27 Aug 2018, 10:59
Reviewer Update
Ja ja.... Expected response and typical of the above mentioned greed and lack of accountability. So here's what's going to happen: The account holder is going to copy and paste the above to her profile in order that we can continue this discussion after having obviated your completely unimaginative response. Hugs, kisses, thoughts and prayers...
NZ
Nevelle Z's update27 Aug 2018, 11:03
Reviewer Update
O and, just so that you know. The rightful owner of the tracking device that your removed on Friday is not you, as they unit was fully paid for in 2016 already. Expected a charge of theft to be forthcoming too...