My husband (Stefan van Vuren) has been with Matrix for just over 5 years. He had the MX3 unit installed believing it is the best option with all its extras, including the "smash alert" system, which is supposed to be of use when in an accident. He was involved in an accident on Saturday, 18 Jan 2014. The alert system did not work as promised. He contacted your customer care line and the person said he would follow up and get back to him. Later another person contacted him and said he can see excessive braking and can't see why it wouldn't send out the alert, he said a technician needs to check out the unit. On Thursday, the technician phoned him and said the accident wasn't severe enough for the smash alert to be activated. I fail to see how a accident where the vehicle is a write-off is not severe enough. The severity at which the device would activate should've been made clear from the beginning. Paying for a service that you think will assist you in a time of need and not receiving what you expected is completely unacceptable. The only response that he received was "sorry to hear that". The uninterested response is almost worse than the device not working!
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