Tracker doesnt care

I've been a tracker customer for years and would imagine that Tracker values their customer base (and of course their customers safety) but it seems to no longer be the case. The irony is that their new way of answering phone calls is "hello Tracker how may I care for you?" yet my latest experience paints a very different picture...

Yesterday I logged onto my tracker smartphone app to check if I could track the vehicle that my wife was taking the kids to day care in. It showed that the vehicle was parked in my yard despite it being across town. I naturally called Tracker and was informed that the problem was to with the app and that it would be fixed soon. I told the teleconsultant that Tracker needs to inform customers before a problem like this occurs because it endangers us as customers. The consultant responded and told me that he would make the suggestion to management. I asked the consultant to please ask management to send us information on the problem and when it would be fixed (I suggested an sms or email). No email or sms was received.

I patiently waited for the app to be fixed as promised but to my dismay, upon checking this morning (day 2) it showed the same problem. I again phoned tracker and was made to wait a good while before being attended to because (as the recorded message stated): "we are experiencing high call volumes due to our annual price increase" - huh? in October? an annual price increase? anyway..... eventually my call was answered and the teleconsultant seemed oblivious to the problem. I again explained what was wrong and repeated what the consultant had told me the day prior but she did a check and then confirmed that my vehicle was parked in my yard - which is wasn't... it was across town as explained.

I was then made to wait again while I was transferred to Trackers technical services who upon answering asked me "how they could help me". I asked if the previous teleconsultant hadn't already explained the help I needed and I was told she had.

You can by now imagine my frustration levels

I was then informed that a firmware update was going to be done to fix the problem. I then asked why no one monitors these sorts of things given how we rely on Tracker for our families safety and assume things are in working order. I was told there was a unexpected technical issue yesterday and that it was being attended to but everything should be working shortly. I again asked why customers were not informed of this serious issue? In essence if our vehicle was ****** or my wife and kids hijacked, I would have had no means to find it or them. I was told how "sorry" they were but naturally being irate at this point I wanted to speak to a manager. I had already been on this call for over 20 minutes and I had work to do so this was starting to inconvenience me.

guess what... I was transferred and made to wait again.

Then the teleconsultant comes back on and tells me the manager is busy and will call me back. He then asked for my contact number. I asked him why he doesn't have it already? He said he did. Now things were clearly moving from frustrating to ridiculous. Imagine how this company would react in an emergency if you cant get the most basic thing right.

I told my friendly (and admittedly apologetic) teleconsultant that I expect the manager to call me urgently and explain how I was going to be reimbursed for the service I am paying for yet not receiving from Tracker. I told him I had 10 minutes and expected the manager to call before then because I had wasted enough time on this.

And as of writing this review (30 minutes later), I've heard nothing

I have lost all faith in Tracker and I will take this further but thought this was the best platform to share my sorry story. Tracker is seemingly unable to deliver what they promise and contrary to their catchy sales pitch, don't CARE at all.