Trackstar レビュー 306

Trackstar からの回答

2024年4月4日

Hello Langdale, thank you for sharing your experience with our renewal system. we aim to keep our customers well-informed and prepared for their renewal decisions, with notifications scheduled to be sent 1 month in advance, as well as the day before, and then 2 weeks after renewal date if the renewal hasn't been completed.

We have confirmed that these notifications were indeed dispatched according to our standard procedure for your account. However, we understand that this may not have aligned with your expectations, and for that, we are keen to ensure your satisfaction.

Could you please check your email settings or spam folder to see if our first message was misdirected? You can also check that your contact details are up-to-date in our app or by calling us on 0345 604 5433.

Your feedback is invaluable to us for refining our services, and we appreciate the opportunity to clarify this matter. We're dedicated to providing you with the support you need and to enhancing your experience with our services moving forward.

Trackstar からの回答

2024年4月4日

Thank you for your glowing review and for highlighting the exceptional service you've received from Helen. It's truly rewarding to hear about your positive experiences and the impact that our customer support staff, particularly Helen, has had on your decision to renew your subscription. We pride ourselves on offering prompt, polite, and straightforward support, and it's fantastic to know that Helen embodies these qualities consistently.

Your feedback underscores the importance of clear communication and effective assistance, which we strive to deliver to all our customers. Rest assured, her dedication and outstanding contributions will be duly recognised by the Trackstar team.

Thank you for choosing us and for sharing your experiences. We look forward to continuing to serve you with the same level of excellence you've come to expect.

Trackstar からの回答

2024年4月4日

Thank you sincerely for your stellar review and for spotlighting the exceptional service provided by Eshan Ali and Kerry. It's heartening to hear your issue was addressed and resolved swiftly, reflecting the high standard of care, professionalism, and attention to detail we strive for at Trackstar.

Your recommendation is greatly valued, and we're thrilled to know our service not only offers peace of mind but also presents real value for money, notably impacting your insurance premium favourably.

Rest assured, your praise will be shared with Eshan, Kerry, and the entire team. We're here to continue providing top-notch service and protection for your vehicle.

Thanks again for choosing Trackstar and for taking the time to share your experience.

Trackstar からの回答

2024年4月4日

Thank you for your great review, and recognising Helen

Trackstar からの回答

2024年4月4日

Thank you for sharing your feedback with us. We’re truly sorry to hear about the challenges you’ve faced with accessing our app and online system, as well as your concerns regarding our security measures. Ensuring our customers can easily manage and feel confident in the security of their vehicle is fundamental to us.

Regarding access issues, we acknowledge how frustrating this must be and would like to offer our assistance to resolve this matter promptly. Our team is on hand to guide you through the login process, ensuring you have full access to the features and services that come with your tracker. Please contact us directly, and we will make it our priority to ensure a smooth and hassle-free experience for you.

On the subject of security, while we aim to strike a balance between robust protection and user accessibility, we understand your concerns about the potential vulnerabilities. Our security protocols are continuously reviewed and updated in response to feedback and evolving security needs. We appreciate your point regarding the multi-choice questions and are currently evaluating more secure alternatives that do not compromise on user convenience.

We take your feedback seriously and are committed to providing a service that meets the high standards our customers expect. We would welcome the opportunity to discuss this further with you and explore how we can restore your confidence in our services.

Thank you for bringing these matters to our attention. Your satisfaction is our priority, and we are here to support you in any way we can.

Trackstar からの回答

2024年4月4日

Thank you for your 5-star review

Trackstar からの回答

2024年4月4日

Thank you for your review and for acknowledging the helpfulness of our team in resolving your issue. We sincerely apologise for the longer wait time you experienced when trying to speak with someone.

March and September are notably our busiest periods, coinciding with the release of new car registrations. This does unfortunately lead to higher call volumes and, as a result, longer waiting times. We're continuously working on improving our response times and exploring ways to manage these peak periods more effectively to enhance our customer service experience.

Your feedback is invaluable to us, and we're grateful for your understanding and patience during these busier times. Please feel free to reach out to us for any further assistance or feedback you might have.

Trackstar からの回答

2024年4月4日

Thank you for your feedback! We're glad Ehsan swiftly resolved the sync issue and ensured everything was in top shape. Your satisfaction is our priority.

Trackstar からの回答

2024年4月4日

Thank you for choosing our services and for sharing your initial experience. We're pleased to know that activating the service was a seamless process for you.

Addressing your observations on the app's performance, particularly regarding vehicle location updates, is important to us. Our app is designed to update the location of your vehicle at the end of each journey, once the ignition is turned off. This does depend on a stable 4G LTE connection to the system, and we recognise that in areas with weaker signals, there might be delays in these updates.

In situations where a vehicle theft is reported or suspected, please be reassured that our system operates differently. Our emergency teams engage real-time tracking that isn't reliant on mobile data connections but instead uses a more robust and reliable communication method. This ensures that, even in locations with poor signal coverage—be it mountainous regions, underground, or remote areas—we maintain the capability to track vehicles across Europe in real time. This is part of our commitment to offer peace of mind during critical situations.

In a theft situation, our emergency teams engage real-time tracking that isn’t reliant on mobile data connections, but instead uses a very low bandwidth communication method, which is the best method for ensuring data points can be transferred to us even in areas of very poor connectivity.

Your feedback is crucial to us. It highlights areas where we can improve and helps us in our ongoing commitment to enhance our app's functionality and the overall service we provide. Should you have any more feedback or require further assistance, please don't hesitate to get in touch.

Trackstar からの回答

2024年4月4日 に更新

Thank you for your great review

Trackstar からの回答

2024年4月4日 に更新

Thank you for your 5-star review. We will make sure Ehsan is made aware