Emergency Response Failure

Hi Netstar team,

I have had one of the worst experiences in customer service with your profleet team. It took a full day for any response or update on a ****** company bike that I reported 2 days ago. I initially called your call centre on the 19th of June at 9:46 am to report the incident- the initial call was dragged out with no urgency from the rep who handled my query for 8 minutes. I was informed that someone would call me and give me updates. I waited the whole day and eventually called back into the call centre at 22:07 on the same day, expressing my disappointment that no one had given me any updates as promised. The rep on the line was borderline unprofessional when I advised him that I did not understand your protocol for updating emergency responses. You can listen to the call recording if you need to.

That call did not give me any comfort that your emergency response team understood the urgency and importance of updates. Secondly, on the call, it appeared that no emergency responders had been sent out to the address that I had given them or had attempted to track, as they told me there was no response from the unit.

The following day, on the 20th of June, I expected a call with some update, to my surprise, none from the team. I then called at 08:02 for 7 minutes and was told the same, no response from the unit. I asked if he/she had checked on the app as I was on my phone, if there was any location or clues where it was- I was told not able to. Rather than go and report, they would send me the report to my email. You can listen to that call too. To my surprise, the report that was shared to my Gmail had the incorrect vehicle registration number-

While I was in my meetings, I decided to log into the profleet at night and saw that there had been a trip done on the 19th at 3:11 am from Claire Hills to Lamontville. I immediately called the call centre again and told the gentleman that for the past 24 hours, I have been told you guys couldn’t pick up any location, but I can see this last trip and stop. Has anyone gone there or not? I told him how disappointed I was that it seems no response had been sent at all, only then did a response unit get sent out yesterday, a full 2 days later. Which, I must be honest, was surprising and scary of the lack of urgency.

I have to say the gentleman tried to recover my confidence by giving me updates (3 of them to be exact- which is what I had expected initially at first contact of the emergency)

Needless to say that this has completely eroded my confidence in Netstar and have considered that I need to move the rest of my business cover away from you guys. I had intended to scale my business 10x this year and have trackers on the new fleet with you guys, but if @Grant Fraser or @JeandreKoen gets to read this, please advise them that I was very close to putting this on social or professional communities that I am in. But as an executive who looks after some of the largest customer-centric brands in the world- this is deeply disappointing and would be such a petty way to get matters resolved or raised.

I have requested a quotation from Tracker and will be moving my services in the new month.