New and Upgrade installations

Dear Netstar I can compliment you on the way your staff handled my complaints at the Call Centre, however I do need to bring the following to your attention as I feel it had not received adequate response from you in terms of 'what I consider a serious matter': 1. New installation on a new car My new car installation was done beginning of May 2017. I tested it with you, you said it works and vehicle responded. ....however once I installed the Safe and Sound App, I discovered that their was no tracking being done on this vehicle, no logging of trips? ....I phoned the Call Centre and this took a few case numbers, for the installation team to come out, now it was already 25 August. ....they tested the vehicle and said it was fine, yet to date I still only have trips logged from 25 August??? ...My conclusion is that my vehicle was at risk during May, June, July and most of August? You would not have been able to track it if it got ******?

2. Upgrade to existing vehicle This upgrade was done in the beginning of August, but stopped 8 August? ....Same problem as above, installation team will only get to me Monday 4 September. ...My conclusion is as above, my vehicle is at risk.

Management team... 1. Is your installers properly qualified to do installations and what is the procedure that give them sign off from Netstar to say installation was done correctly and functions properly for vehicle recovery? 2. You say you are not responsible if a vehicle is not recovered? Does this mean actually you do not give a toss if the system works? As it sure sounds like it in my books? 3. May I suggest that you become proactive instead of reactive? Proactive would mean that if a vehicle is not logging trips, surely you should raise this with a client and at least ask if this is correct? You and your client can then resolve the issue immediately in the event that the tracking device is malfunctioning or client can clarify that the logging is correct?

kind regards Ingrid David