RE: POOR SERVICE DELIVERY RESULTING IN ******* AND ATTEMPTED HIJAKING

<p>On the 9th May 2017 we required Emergency Road Side Assistance from this company. A simple tow not even 7km away from our house in an Extremely HIGH RISK AREA. In walking distance from a Squatter Camp.</p> <p>Having the panic button installed for that reason has now proved to be totally ineffective and resulted in unnecessary financial loss and trauma counselling due to the lack of competence this company delivered this night.</p> <p>After pressing the panic button and eventually receiving a phone call on my cell phone from your call centre proved to be extremely delayed.</p> <p>I mentioned numerous times to all the different departments I went through to that we urgently needed to be towed out because we were stuck in a remote HIGH RISK AREA and needed to be towed immediately.</p> <p>Pull the records of the phone calls and you will see I was calm in the beginning and the darker it became and the more traffic slowed down the more distressed I sound on the phone!</p> <p>I got asked to “CALM DOWN” I have yet to meet a “calm” person when in a life threatening circumstance.</p> <p>I was told that a tow truck would reach us in 15 minutes. What *******!!</p> <p>Your employees are supposed to be trained to deal with telephone calls of this nature? But proved to be unprofessional, slow and extremely *********** of working in an emergency call centre where they attend to panic button distress calls.</p> <p>We have never used this function before and the first time we do it proves to be totally useless to me and my family.</p> <p>This company advertises on the radio” come to tracker we keep your family safe”</p> <p>What utter nonsense and false advertising it that!!</p> <p>We would be dead now had the man from Barloworld not stop and help us.</p> <p>There should be no excuse for a tow truck to take so long to be dispatched and arrive at where we were NO EXCUSE AT ALL.</p> <p>We re**** on Tracker to deliver a simple service we pay for every month and Tracker did not deliver! Due to incompetence and lack of urgency and inability caused by your *********** emergency call centre who were on duty attending to this panic response.</p> <p> </p> <p>I do not want an apology from this company I want to know what is going to be done to rectify this poor service.</p> <p> </p> <p> </p> <p>Regards</p> <p>Mrs Van Wyk</p> <p> </p> <p>trackers response:</p> <p>Good day Mrs Van Wyk,</p> <p> </p> <p>Thank for your response.</p> <p> </p> <p>The email that we have provided you is the report. Europ assist did advise you that the tow truck will be with you in 20 – 30 min and you accept it on the call.</p> <p>They did make alternative arrangements in order to get the tow truck within your proximity. Please find the attached report that shows that you have pressed the assist button at 17:21 and that the vehicle started moving 18:09</p> <p> </p> <p>With the report provided to you initially, Tracker will not be able to accommodate your request reimbur*****t.</p> <p> </p> <p>We further would like to bring to your attention that we aren’t an Insurance company and do not accept any responsibility whatsoever, for the contents in the vehicle. Should your insurance company see fit they will settle your claim. I have attached the Tracker terms and conditions for perusal, please refer to clause N “Our Legal responsibility is to you is limited”.</p> <p> </p> <p>Kind regards,</p> <p> </p> <p> </p> <p>Tania Snyman<br /> Customer Services Agent<br /> Tracker Connect Pty Ltd<br /> Johannesburg<br /> Hunt Line : +27 11 ********** <br /> Office : +27 11 ********** <br /> Fax : +27 11 ********** <br /> www.tracker.co.za<br /> <br /> </p> <p> </p>