Poor Ops and Client Services

Tracker Connect,

An organization priding themselves on below par standards in so many different facets. - Poor sky track app usability. - Poor service and lack of informed employees. - Poor organization ops. - Poor communication and commitment.

The above mentioned bullets provide the perfect insight as a consumer to the organizational culture, standards and professionalism. I have dealt with tracker for over 3 months with ongoing driver alert warning being given off by the tracking unit. On countless occasions I have received calls at times after a journey that only indicates to poor operational standards set out by higher management, poor employee training or a complete neglect to assist in a timely manner given the astronomical risks motorists face in this Country.

I have received instructions to reset the tracking unit and key fob, to no avail. I have reported the inconsistencies of their sky track app and functionality, I have resorted to making use of Whatsapp Live location sharing because its more dependable and more trustworthy than the services offered and paid for with Tracker Connect.

The poor ops and client services also deserve a significant commendment, phoning tracker will set you back around 15 minutes of your life before someone answers the call on the other end. Given the high threats faced daily, and were something to happen before getting hold of tracker your car would be as good as gone before one could report it hijacked or ******. This has a direct correlation to the poor planning, staffing and competence of this organization to assist their clients, if the service was free I wouldn't be complaining. The poor planning between their head office and the service centers also deserve a mention. Many trackers clients have job commitments that prevent them from having installers attend to their vehicles on a Monday to Friday 8-5 or so on. Where is the commitment from the organization to go above and beyond to have staggered shifts to accommodate these clients. Yet, I get confirmation in an SMS stating my appointment is at a given time only for the installer to call that they running late. I am sorry but any one in any organization gets booked for being late. Let alone their inadequate time management messing up a Saturday when I have things that need to be attended to. This isn't the only instance weekend #2 comes along after the appoint was made to be informed that the designated installer for my job has been double booked, yet again highlighting the poor client service offered to us by Tracker connect.

I strongly believe that who ever holds the Operational management and Client Services positions or either not enforcing what's discussed or the levels of management within this organization are only there to look out for themselves. You cannot tell me that 3 months with countless calls and issues cases aren't highlighted and investigated to resolve the issues with adequate communication of what is going to be done for all the time I have wasted waiting for installers and proper planning to have a units issues resolved.

It is sad to say that my family has been with tracker for as long as I have been alive and to be receiving such poor service from them is beyond disappointing. Tracking units can prevent issues from getting worse it will never resolve the root cause but if I were a consumer entrusting a company and its services to protect myself, my family and my car I would stay far away from Tracker connect.