Worst customer service

This has been the most shocking service experience that I have ever had. You would think that a vehicle tracking company would understand the urgency having a working tracker.

After testing my unit on 25/01/26 I got feedback that the units battery needs to be replaced. The next day I reached out via email requesting assistance.

I got a confirmation email with a case number on 26/01/2026, so I assumed someone would be in touch to assist me as per the email. A week later there had been no communication, so I called to follow up. They said they would make arrangements and I would be contacted to set up a time for the technician to come out.

Later that week I called again and they said I would be contacted the following week when the technicians are in the area. The next week came and no one contacted, me so it had been 2 weeks since first contact and with no working tracker.

I called Matrix/Beame again and started to voice my concern and frustrations at being at risk without a working tracker for 2 weeks. Shortly after the call the technician from VMS reached out and set up an appointment with me for the next day.

The following morning VMS advised me that the technician is off sick and they are short staffed my appointment would need to be rescheduled. The following day I reached out to VMS asking them when my appointment will be, and if they have managed to reschedule it. They said they had sent feedback to Matrix/Beame advising them that I need a rescheduled appointment and someone would be in contact from Matrix/Beame.

By 13h00 the next day 13/02/2026 no one had been in contact, so I had to call again. I ran out of airtime twice because it took so long for someone to answer. I spoke to an agent, however, it is now 17/02/2026, and I have had to call in again this morning requesting assistance. I ran out of airtime again waiting for someone to pick up my call.

I was told I would be called back in 2-3 mins to assist with rescheduling after they contact the technicians. It is now more than 30 minutes later and no one has contacted me.

I cannot believe the lack of follow through and urgency, especially since the safety, and security of my vehicle hangs in the balance. If this is the level of service at such a basic level, how are they going to support me should my vehicle be hijacked or ******?

I'm sure in the amount of time I have waited for assistance to replace my tracker battery I would have been able to get a different unit installed with another company. Unfortunately, I am under contract with Matrix/Beamer, but I will most definitely be looking into other options for when that contract comes to an end.