In the September 2012 I upgraded my Matrix unit in my vehicle. Prior to the upgrade I had access to my tax log data from July 2010 (when I first installed Matrix) to August 2012 (when the unit stopped working).
As it is coming to the end of the tax year I require the up-to date log data. When I logged on I found that all my data prior to the upgrade was no longer available. I phoned customer care only to be sent the data that I could download on the website without the additional information I required. I phoned a second time, and was promised that I would be sent the data. This time I received nothing.
I then asked my assistant to follow up and she was told that I had to re-install my unit to download the data which they offered to do for R2000. After much persistence we finally received a protected pdf of the data, which I cannot edit. I have since asked for the excel sheet of the data and received no response.
It is my perception that customer care team view this query as too much effort to sort out, and unless really pushed to they are not willing to try and solve the issue. Very disappointing service from a company that claims people are their customers and not vehicles.
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