1 reviews | Active since Jan 2018
DO NOT USE TRACKER. Worst service ever.
If I could give them 0 stars I would. Called them on Monday at 12:00 to request a technician to come out for a dead battery. They said it would take 2-3 days just for them to CONTACT ME, let alone come out to me. They were unable to give me a request tracking number to follow up as their systems do not use tracking numbers - how in 2020 do you guys not have this ability? Called back everyday to follow up. Consultants kept saying "your call is logged" and "we've sent the relevant department an email". However each time they tried calling the services department they couldn't get through. I was told the services department didn't have a direct contact number so I couldn't even follow up with them myself. After 72 hours on Thursday, nobody had contacted me so I called back again only to find out the first consultant did not even log the request until Tuesday - so they wasted a day. They were unable to commit to me when someone would come out, nor even when someone could CONTACT ME. I have now been without a car for a week and nobody at Tracker seems to care.
We are in receipt of your query and would like to thank you for taking the time to bring this to our attention. It is our intent to help you reach a prompt resolution of this matter. We will revert to you shortly. Tracker Connect
Best regards,
We are in receipt of your query and would like to thank you for taking the time to bring this to our attention. It is our intent to help you reach a prompt resolution of this matter. We will revert to you shortly. Tracker Connect
Best regards,
Tracker's version of a prompt response: still no call from the services department 5 hours later.
So that everybody knows the extent of their services, please see a log of all my calls to them below:
Monday 20/08/2020 (11:40): Call duration 25 minutes. Logged call to get a technician. Tracker could not get through to the services department or confirm call-out time.
Monday 20/08/2020 (15:38): Call duration 16 minutes. Tracker could not get through to the services department or confirm call-out time
Tuesday 21/08/2020 (11:07): Call duration 4 minutes. Tracker could not get through to the services department or confirm call-out time.
Thursday 21/08/2020 (08:34): Call duration 29 minutes. Tracker could not get through to the services department or confirm call-out time. Consultant confirms request only logged on Tuesday.
Thursday 21/08/2020 (12:13): Call duration 12 minutes. Tracker apparently finally gets through to the services department but cannot confirm call-out time. Consultant says services department will call me shortly.
Thursday 21/08/2020 (14:58): Call duration 8 minutes. Consultant who was managing complaint is not available. New consultant cannot confirm call-out time or get through to services department. Consultant says they will call me back shortly.
Still no resolution and my car remains at the dealer.
Tracker's version of a prompt response: still no call from the services department 5 hours later.
So that everybody knows the extent of their services, please see a log of all my calls to them below:
Monday 20/08/2020 (11:40): Call duration 25 minutes. Logged call to get a technician. Tracker could not get through to the services department or confirm call-out time.
Monday 20/08/2020 (15:38): Call duration 16 minutes. Tracker could not get through to the services department or confirm call-out time
Tuesday 21/08/2020 (11:07): Call duration 4 minutes. Tracker could not get through to the services department or confirm call-out time.
Thursday 21/08/2020 (08:34): Call duration 29 minutes. Tracker could not get through to the services department or confirm call-out time. Consultant confirms request only logged on Tuesday.
Thursday 21/08/2020 (12:13): Call duration 12 minutes. Tracker apparently finally gets through to the services department but cannot confirm call-out time. Consultant says services department will call me shortly.
Thursday 21/08/2020 (14:58): Call duration 8 minutes. Consultant who was managing complaint is not available. New consultant cannot confirm call-out time or get through to services department. Consultant says they will call me back shortly.
Still no resolution and my car remains at the dealer.