Tracker......Grrrrrrr

pulliptears

Im annoyed, anyone offer any advice on this for me?

2 years ago we bought a PT Cruiser, new from a dealer. As it had been on a 3 month demo it was apparently dealer practice to fit a tracker to the car. The tracker subscription was expiring and DH thought it not a bad idea to keep the system active.

Telephoned tracker who gave us 2 options, we could either pay something like £150 a year and get a lifetime membership after 3 years, or, pay a £355 ish fee then that covers the car for the lifetime of ownership. Having just paid a fortune for the car we couldnt afford the lifetime, but decided that as we would get it in 2 years we would just pay yearly.

Called Tracker today as cover is due. DH spoke to a rep and inqured about the liftime membership after this payment of £150. The rep (James) stated that he didnt think they offered that service. Annoyed DH pointed out to him that was what we were told 2 years ago. James replied with "You wouldnt believe how many people were told that".

A phone call to the management later it was confirmed that whoever told us we got lifetime cover after 3 years lied. Obviously its not just us its happened to as James admitted. DH told them they could stick the policy and we had been seriously misled.

Question is, what can we do now? If anything?

mpython

Not sure if its legal to record someone without their permission, but, if the rep said "you wouldn't believe how many people were told that", that would suggest that you at leat had a verbal contract with the company. You could write & confirm that's what you were told, and repeat what the rep just said (maybe they recorded it as most call centre's can).

Alternatively, can you do a google search for other mislead people and provide each other with statements to the effect that this was the basis on which we all signed up.

Astaroth

Even if you had recorded them saying it it only suggests that it had been said to others in the past and doesnt prove it had been said to you... after all, anyone reading this thread could now go and make up the same story.

Tracker was bought out about 18 months ago by Royal Bank of Scotland so it could be that they have tightened up their act on the phones and put pay to what was rouge telephone behavior... wouldnt be the first time I have known a small company's call centre make up offers etc to get the sale with management turning a blind eye as income now was more important than the complaint in 2/3 years time

Honeydog

Jus another example of call centre monkeys telling lies. They all do it either to placate you or get you to buy something or to cover their asses.

I'm getting everything in writing from now on.

pulliptears

Update!!!!

DH found a letter he had sent to tracker saved on his PC at work, it was from November 2004 and basically said "here is payment and confirming the conversation I had about the lifetime membership being applied after 3 years subscription".
Called Tracker again and read the letter to them.....RESULT! Our membership has been upgraded to lifetime of ownership

Funny thing was, the CS girl reminded DH that this was a one off upgrade and that they wouldnt do it for this car again.......ummmmm its lifetime membership haha!!!