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“I think it is quite a big commitment choosing a...”

written by denmans on 10/02/2009

Good Points
Have been able to carry out test tracks successfully in the past.

General Comments
I think it is quite a big commitment choosing a tracking device. The cost of supply and installation is significant and if the backup is not there afterward I'd feel left with a wasted investment.


I have tried many times over the past month to reach Trafficmaster customer services (who manage the tracking for RAC Trackstar Plus) by phone but they do not seem to pick up at the times I call. Sales on the other hand has always picked up the phone immediately when I've called.



Contacting customer services by email, I've received an automated response advising me that they will respond in the next 7 days. Even if they were to manage this (which in practice they haven't so far for me), if I need to respond to their reply it seems I then have **another** 7 (or more) days before I will get an answer.



As you can imagine I don't think this is an efficient way to deal with customer queries. It also seems quite incomprehensible to me as a policy since the workload is no less if you wait 7 days instead of dealing with the issue directly. In my opinion if they are accumulating a backlog, they don't have enough Customer Service staff.



Add to this the fact that they have apparently not received two letters in the last month which they ascribe to being lost in the post.

This is based on observations over the last month. I hope that this situation is addressed with some urgency and things improve.