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NK
Ndumiso K

1 reviews | Active since Aug 2019

04 May 2020, 02:34

Poor Customer Service and Non-existent Support

I reported an issue I was experiencing on the 23rd of April via Twitter DM. My device shows a location from 21 Days ago and does not change, no matter what I do, this is on the iOS, Android and WebApp. It does not even allow me to activate my CarGaurd due to it assuming that the vehicle's ignition is on which is factually incorrect.

After reporting this I was informed that a "co-ordinator" would be in contact with me. on the 24th of April, I had still had not been contacted to which I sent a follow up to remind your staff to contact me - this time I did not even get a response.

I usually get assisted within 24 hours when contacting Tracker via Twitter, sadly not this time around. I opted to call into the call centre and chose the option to speak to an operator, unfortunately this option would terminate my call every time I tried it.

Imagine you're trying to report a ****** or hijacked vehicle and this happens, what a joke. Contact me ASAP, guys.

If you want a top class service, consider the competition first.

0
Replies (6)
Tracker Connect
Tracker Connect's reply04 May 2020, 08:19
Official
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
NK
Ndumiso K's update05 May 2020, 14:30
Reviewer Update
Krystal got back to me via email with a less than attractive solution to aforementioned concern which entails Tracker sending out a technician to assess my unit, which is all good and well but should it be found that the issue was not Tracker's fault I will be subject to a call out fee of R595 - this is fair, I have nothing against that.

When I asked Krystal about what assurance I have against your technicians pinning this on me she went mute.

To avoid such inconvenience I offered to deliver the vehicle to a destination pre-selected by Tracker for assessment which would void the need for unnecessary billing which would cause unnecessary "legal" back and forth between us.

I hope an amicable solution can be reached and look forward to word from you guys
Tracker Connect
Tracker Connect's reply20 May 2020, 09:33
Official
Good Day Ndumiso K,

We confirm having contacted you and explained the resolution process of your query. We further confirm that the query on your account has been amicably resolved.   
We would like to take this opportunity to thank you for doing business with our Company.
If there is absolutely anything else we can help you with, please feel free to contact us at any time.
Tracker Connect
NK
Ndumiso K's update20 May 2020, 14:45
Reviewer Update
Thank you guys for getting back to me and resolving the issue.

Please pass on my regards to Percy Pillay for his lovely work.
NK
Ndumiso K's update21 May 2020, 11:23
Reviewer Update
Looks like the unit is stuck again, please contact me as soon as possible
Tracker Connect
Tracker Connect's reply08 Jun 2020, 08:29
Official
Hi  Ndumiso K
 We confirm having contacted you and explained the resolution process of your query. We further confirm that the query on your account has been amicably resolved.    We would like to take this opportunity to thank you for doing business with our Company.  If there is absolutely anything else we can help you with, please feel free to contact us at any time. 

Tracker Connect