Misleading Information and Unresolved Fault with Tracking Device

I got a Tracker device installed on my car, a 2019 model (note I drove a previous model (2017) of this car, the current being the facelift). Soon after installation, Tracker repeatedly contacted me, stating that my vehicle was experiencing a “battery disconnect” issue.

Tracker then installed new software on the device, but the problem persisted. I was instructed to book the car in so that their technician could assess it. The technician found nothing wrong. I was advised that I would be charged should the fault not relate to their device. They issued me a certificate stating that their device was functioning correctly.

To be certain, I took my car to the car manufacturer’s service centre. They confirmed that the car’s battery (less than four months old) and wiring were all in good condition. Naturally, this pointed back to the Tracker device.

When I called the Tracker call centre to better understand the situation, I was shocked when the consultant admitted that this is a known issue. The specific model of my car goes into “sleep mode” when it is switched off (apparently to save the battery), which triggers the false battery disconnect notifications. Tracker further admitted that their devices are not up-to-date and thus are unable to not correctly read the "sleep mode" correctly.

This means I have been sent from pillar to post, incurring unnecessary time and costs for an issue Tracker knew about all along. Despite raising this matter nearly two months ago, I still have not received a resolution. Each time I follow up, I am told that “someone responsible will get back to me”, which never happens.

I am left disappointed and frustrated. I am now questioning whether this system fully secures my car. To make matters worse, cancelling their service would trigger a penalty as my contract has not yet elapsed, which is an unfair practice.

How many other customers are put through the same ordeal without being told the truth upfront?

I am calling on Tracker to provide a clear resolution, without penalty, and to take accountability for misleading me and wasting my time and money.