Pathetic service

I contacted Tracker yesterday to arrange the installation of a tracking unit. The telephonic application process went smoothly, which initially gave me confidence that everything was on track.

Unfortunately, the experience started going downhill the moment I attempted to use the app. Not only is the application far from user-friendly, but the option/package I specifically signed up for was nowhere to be found. One would assume that the features being sold to customers would at least be visible within the application.

What is even more surprising is that there was absolutely no mention beforehand that the application is not particularly user-friendly, nor that the product I signed up for would not be clearly listed when I eventually managed to find information through Google. Yet, I was repeatedly told that I needed to install the application. Does this mean that every time I need to access a service or feature, I must first search for it on Google instead of finding it within the app? If so, that completely defeats the purpose of having an application in the first place.

To make matters worse, at no point during the application process was I asked what type of phone I use, which seems like a rather important question when your service relies so heavily on a mobile app. Last night, I attempted to install the application, only to discover that it apparently does not support my Hisense phone.

Concerned about this minor inconvenience of being unable to access a service I had just signed up for, I sent an email. To Tracker's credit, I did receive a call back. Imagine my surprise when I was advised to contact my service provider for assistance. It appears that installing and operating a Tracker application is somehow now the responsibility of a mobile network provider rather than Tracker itself.

Interestingly, I previously had a Netstar unit installed and experienced absolutely no issues with their application. The process was straightforward, and I did not have to become my own technical support department just to access the service.

As I could not access the application and had no way of confirming that the service was functioning as expected, I was uncomfortable using my vehicle today. It is concerning that after signing up for a security product, I am left feeling less secure rather than more secure.

This leaves me wondering: if this is the level of support provided before the installation is even completed, is this the standard of service I can expect from Tracker going forward?

Quite frankly, having to rely on Google to find information that should be readily available in your application is a definite no-no for me. I signed up expecting convenience, functionality, and support, not a scavenger hunt.

I would appreciate an urgent response, as well as a clear explanation of how this matter will be resolved.