NL
Nico L
1 reviews | Active since Aug 2016
31 May 2024, 09:18
Your car is not safe with Matrix
Not even a month after installing the unit it was not working. I get an sms to call them, they dont call me.
I call in and book the repair or the unit, a week passes and nothing happens, i get another sms.
I call in again to cancel, zero retention effort. Mix telematics is a joke.
Helpful (0)
Replies (5)0
Replies (5)
Matrix Vehicle Tracking's replyOfficial
04 Jun 2024, 15:44Good Day Nico Lloyd
Thank you for allowing us the opportunity to speak to you regarding your query.
We confirm that the Client Service Representative has been in contact with you and the matter has been addressed, and escalated to the Admin Department to assist further.
Please anticipate feedback shortly.
Regards
Customer Care Department
***
Thank you for allowing us the opportunity to speak to you regarding your query.
We confirm that the Client Service Representative has been in contact with you and the matter has been addressed, and escalated to the Admin Department to assist further.
Please anticipate feedback shortly.
Regards
Customer Care Department
***
Matrix Vehicle Tracking's reply04 Jun 2024, 15:44
Official
Good Day Nico Lloyd
Thank you for allowing us the opportunity to speak to you regarding your query.
We confirm that the Client Service Representative has been in contact with you and the matter has been addressed, and escalated to the Admin Department to assist further.
Please anticipate feedback shortly.
Regards
Customer Care Department
***
Thank you for allowing us the opportunity to speak to you regarding your query.
We confirm that the Client Service Representative has been in contact with you and the matter has been addressed, and escalated to the Admin Department to assist further.
Please anticipate feedback shortly.
Regards
Customer Care Department
***
NL
Nico L's updateReviewer Update
04 Jun 2024, 15:49Matrix
Even after the call on Friday, including Friday 3 Business days have passed and your device is still faulty, your service unreliable.
Even after the call on Friday, including Friday 3 Business days have passed and your device is still faulty, your service unreliable.
I joined your service the 23/04
A month later your device is faulty, on 24/05 you sms me, notifying me the beame did not pass health check, and i must call you, which i did same day 8:31am
You advise a technician will call me to book the repair. Nothing happens
31/05 you send me the same sms advising the unit is faulty, i call you again, and lay a hello peter complaint.
I made it clear the vehicle is used daily.
A representative from your office calls me Friday 31/05. I receive advice that if i want to cancel you will charge fees due to your t’s and c’s, i explain the situation and further await a technician to call me.
Monday 3 June passes, no call.
You have failed to provide the service i pay you for, yet have debited my account, you confirmed on Friday 31/05 that if my vehicle were to be ******, you cannot track it due to your faulty unit.
Considering the health check failure notification was sent out 24/05. This means that the unit could have been faulty up to 7 days priority to this from 19/05, considering the next sms i got for the failed health check was 7 days later.
My vehicle has been unprotected for up to 17 Days, with no urgency or resolution from you, even after the hello peter complaint and call on Friday.
It is herewith this mail, that i officially cancel your service that you have billed me for and failed to provide, you have also failed to repair or replace your unit within your own turn around time, nor was prompt action taken after the hello peter complaint and service call on Friday 31/05.
Considering the service you are to provide, you have left me and my vehicle which is my income at risk, acted with zero urgency to repair or replace the unit, knowing this was your responsibility.
As you have failed to provide service or act, i will not pay your cancellation fee, or any other form of fee, the debit order taken for June also needs to be reimbursed as no service has been provided.
I will be cancelling your debit order mandate with my bank, this mail serves that you are no longer to debit me.
To protect myself i have updated my insurance accordingly.
Should you wish to pursue cancellation fees the matter will be escalated to the ombudsman,
I await confirmation of receipt of this mail, along with your comments and confirmation on the cancellation fee or ombudsman options that have been put forth
You have since you have already failed to provide service since 24/05. You have 13 days to respond before this is escalated to the ombudsman.
Should the matter be escalated to the ombudsman, we will seek further resolution in form of penalty to your company for putting me at risk,
NL
Nico L's update04 Jun 2024, 15:49
Reviewer Update
Matrix
Even after the call on Friday, including Friday 3 Business days have passed and your device is still faulty, your service unreliable.
Even after the call on Friday, including Friday 3 Business days have passed and your device is still faulty, your service unreliable.
I joined your service the 23/04
A month later your device is faulty, on 24/05 you sms me, notifying me the beame did not pass health check, and i must call you, which i did same day 8:31am
You advise a technician will call me to book the repair. Nothing happens
31/05 you send me the same sms advising the unit is faulty, i call you again, and lay a hello peter complaint.
I made it clear the vehicle is used daily.
A representative from your office calls me Friday 31/05. I receive advice that if i want to cancel you will charge fees due to your t’s and c’s, i explain the situation and further await a technician to call me.
Monday 3 June passes, no call.
You have failed to provide the service i pay you for, yet have debited my account, you confirmed on Friday 31/05 that if my vehicle were to be ******, you cannot track it due to your faulty unit.
Considering the health check failure notification was sent out 24/05. This means that the unit could have been faulty up to 7 days priority to this from 19/05, considering the next sms i got for the failed health check was 7 days later.
My vehicle has been unprotected for up to 17 Days, with no urgency or resolution from you, even after the hello peter complaint and call on Friday.
It is herewith this mail, that i officially cancel your service that you have billed me for and failed to provide, you have also failed to repair or replace your unit within your own turn around time, nor was prompt action taken after the hello peter complaint and service call on Friday 31/05.
Considering the service you are to provide, you have left me and my vehicle which is my income at risk, acted with zero urgency to repair or replace the unit, knowing this was your responsibility.
As you have failed to provide service or act, i will not pay your cancellation fee, or any other form of fee, the debit order taken for June also needs to be reimbursed as no service has been provided.
I will be cancelling your debit order mandate with my bank, this mail serves that you are no longer to debit me.
To protect myself i have updated my insurance accordingly.
Should you wish to pursue cancellation fees the matter will be escalated to the ombudsman,
I await confirmation of receipt of this mail, along with your comments and confirmation on the cancellation fee or ombudsman options that have been put forth
You have since you have already failed to provide service since 24/05. You have 13 days to respond before this is escalated to the ombudsman.
Should the matter be escalated to the ombudsman, we will seek further resolution in form of penalty to your company for putting me at risk,
Matrix Vehicle Tracking's replyOfficial
06 Jun 2024, 08:41Good Day Nico Lloyd,
Thank you for allowing us the opportunity to speak to you regarding your query.
We confirm that the matter has been escalated to Management to Review and investigate further, please anticipate feedback shortly.
We apologize for any inconvenience this may have caused.
Regards
Customer Care Department
***
Thank you for allowing us the opportunity to speak to you regarding your query.
We confirm that the matter has been escalated to Management to Review and investigate further, please anticipate feedback shortly.
We apologize for any inconvenience this may have caused.
Regards
Customer Care Department
***
Matrix Vehicle Tracking's reply06 Jun 2024, 08:41
Official
Good Day Nico Lloyd,
Thank you for allowing us the opportunity to speak to you regarding your query.
We confirm that the matter has been escalated to Management to Review and investigate further, please anticipate feedback shortly.
We apologize for any inconvenience this may have caused.
Regards
Customer Care Department
***
Thank you for allowing us the opportunity to speak to you regarding your query.
We confirm that the matter has been escalated to Management to Review and investigate further, please anticipate feedback shortly.
We apologize for any inconvenience this may have caused.
Regards
Customer Care Department
***
NL
Nico L's updateReviewer Update
07 Jun 2024, 10:05I received a call this morning from your technician asking to repair or replace the unit, is this a practical joke? Since 24/05 no service and no cover?
I have received a mail today advising that you wish to pursue the cancellation fee.
As promised yesterday please return a call and confirm this telephonically so i can escalate the matter to the ombudsman
I have received a mail today advising that you wish to pursue the cancellation fee.
As promised yesterday please return a call and confirm this telephonically so i can escalate the matter to the ombudsman
NL
Nico L's update07 Jun 2024, 10:05
Reviewer Update
I received a call this morning from your technician asking to repair or replace the unit, is this a practical joke? Since 24/05 no service and no cover?
I have received a mail today advising that you wish to pursue the cancellation fee.
As promised yesterday please return a call and confirm this telephonically so i can escalate the matter to the ombudsman
I have received a mail today advising that you wish to pursue the cancellation fee.
As promised yesterday please return a call and confirm this telephonically so i can escalate the matter to the ombudsman
Matrix Vehicle Tracking's replyOfficial
07 Jun 2024, 14:49Good Day Nico Lloyd,
Thank you for allowing us the opportunity to speak to you regarding your query.
We confirm that the Client Service Representative has been in contact with you and confirmation of cancellation has been emailed to you.
The matter has been addressed and resolved.
We appreciate your patience and cooperation in this matter.
Regards
Customer Care Department
***
Thank you for allowing us the opportunity to speak to you regarding your query.
We confirm that the Client Service Representative has been in contact with you and confirmation of cancellation has been emailed to you.
The matter has been addressed and resolved.
We appreciate your patience and cooperation in this matter.
Regards
Customer Care Department
***
Matrix Vehicle Tracking's reply07 Jun 2024, 14:49
Official
Good Day Nico Lloyd,
Thank you for allowing us the opportunity to speak to you regarding your query.
We confirm that the Client Service Representative has been in contact with you and confirmation of cancellation has been emailed to you.
The matter has been addressed and resolved.
We appreciate your patience and cooperation in this matter.
Regards
Customer Care Department
***
Thank you for allowing us the opportunity to speak to you regarding your query.
We confirm that the Client Service Representative has been in contact with you and confirmation of cancellation has been emailed to you.
The matter has been addressed and resolved.
We appreciate your patience and cooperation in this matter.
Regards
Customer Care Department
***