Bad Service & Non-Delivery

<p>I feel rather aggrieved by Tracker's disservice and lack of empathy shown by it's customer care and NCC (Monitoring) team ...... I further feel it has not lived up to it's promise of getting your own back neither has it lived to its current motto of "To Care To Protect".</p> <p> </p> <p>My car which is fitted with the most efficient unit- oh well, that at least what I was told - had a main battery disconnect signal sent to the unit at approximately 04:37 yesterday morning (This is from a unit that has previously not had a battery disconnected at that time in 5 years that it has been tracked by the said company). I am led to believe that contact was made with us and albeit no response from all the listed numbers a query was marked as resolved, due to an agents inability to fulfill a basic duty of establishing contact which has subsequently led to theft out my motor vehicle.</p> <p> </p> <p>A benefit of the fitted unit is that " I want to be notified proactively when my vehicle is being towed or my battery is disconnected" - Common sense to me would dictate that although the vehicle is parked in a regular address with the rampant rage of ********* over the festive season; due care would be taken to not only ensure contact is reached with the Account Holder ( myself - who has 3 numbers including the landline listed with Tracker) and all the emergency contacts; in order to confirm that the vehicle in question is not only safe but further that the duty of monitoring is fulfilled and subsequently care taken to ensure that no theft is to take place.</p> <p> </p> <p>Upon my inquiry that how come a unit was not dispatched to ensure that 1) the said vehicle was safe as it had not previously had a Main Battery Discharge notification sent which resulted in a "Main Battery Disconnect" signal being sent 2) That it was an odd time to be disconnecting a battery (04:30); 3) Contact was not established with all the emergency contacts and the account holder although all my contact details are readily available to them - how was this grounds to mark the query as resolved 4) Why a call was not made to the nearest police station to request a patrol car be dispatched to ensure that the vehicle in question really is "SAFE"</p> <p> </p> <p>I was informed that "Tracker recovers vehicles and not batteries", An agent used their discretion to establish that since the car was in a fami**** location it was "safe" - this begs me to ask whether common sense is common amongst us all and whether Tracker really does care about it's customers or simply care about collection premiums with minimal service.</p> <p> </p> <p>My question which I was posed to multiple agents was that, if I were to frequent a regular location in what is classified as a "High Risk Zone" and a battery was disconnected, an alert was sent to Tracker; would I have received the same service and had someone use their "discretion" to ascertain that my vehicle was "safe" although it wasnt or would normal care be taken which would include regular phonecalls being made until contact is established to determine whether the vehicle is safe or not.</p> <p> </p> <p>My vehicle sent a signal that a battery was disconnected; at 04:37 a SMS reached me and I unfortunately in my sleep was unable to respond nor answer a subsequent call which was made to my regular number. I just need to understand to what end was it normal to close a call/query without ensuring that the car is safe and further what use is it having a premium product installed in my vehicle to give me a peace of mind when the very people tasked with ensuring that cant /wont fulfill their basic duties.</p> <p> </p> <p>in 5 years of having my vehicle tracked by this company I have become accustomed to their operating procedure of making phonecalls when a battery is disconnected/ discharged, sending emails when a battery discharge has occurred and further ensuring that everything is in order through ensuring that contact is established with the account holder and emergency contacts and further closing a call only once a confirmation of the account holder's details are confirmed or a response is received from the main account holders details.</p> <p> </p> <p>I just flabbergasted and irritated by the various customer service consultants who established contact with me and need to understand why this normal operating procedure was not followed and why a Tracker employee thought it was normal not to make use of their "advanced training" to ensure my vehicle is safe and fulfilling their duty of establishing contact; it is merely a shame that I pay a premium price for a lack-luster service from Tracker and need to know what use is it having a premium product installed if the very people who are meant to assist in ensuring I care and protect my asset are incapable of doing so.</p> <p>I would appreciate someone who is either a supervisor or a manger to contact me and explain this to me or even better yet making me understand how it is common procedure and process to not do any of the things I requested in the points above when a unit sends a suspicious signal at 04:37am. Further I need to understand what guarantee do I have that Tracker will actively pursue any suspicious activity in the future should I require their assistance.</p> <p>In the 5 years of me being a customer with Tracker its really amazing that in the very instance when I really needed it's assistance none was given at all.</p> <p>I anticipate your response<br /> <br /> <br /><br /></p>