Since having issues and trying to get them resolved since DECEMBER 2017, this is the email that I sent today 4/13/18.
DO NOT USE TELETRAC
Being told the the customer has to figure out the issue is an unacceptable answer. We do not work for Teletrac, BK Trucking is not Teletrac customer support.
Why hasn't the account been fixed?
Why are our devices not working properly?
Why are some running ELD, some aobrd and some both?
Thanks for getting us the credits but the bottom line is, if we get DOT'ed our guys are going to get put out of service for not being compliant, then we will not only be paying a ticket but also losing revenue for the next day. DOES TELETRAC NOT UNDERSTAND THAT DRIVING IS A DRIVERS LIVELIHOOD? IF THEY GET TOO MANY VIOLATIONS, THEY CANNOT WORK AND FEED THEIR FAMILIES? I have had this issue since December, I only happened to figure this dilemma out myself last week. Why is someone not dedicated to fixing this? I understand you guys are short staffed, but its not fair for the customer to suffer. I've been diligently working on this to get it resolved and I'm getting NO WHERE. How many more phone calls, emails, holding for 109 minutes for support, for a sales guy to pick up and "make a case" that I get no call backs on? This takes up time in my day to have to constantly try to get in contact with someone and yet I still get no where. In the rare even that I do talk to "support" I get a run-a-round or a link sent to me. Your email are pointless, our issues need to be resolved!
My patients has run out. My boss is demanding answers and yet I still have NOTHING. I have never been so displeased with "CUSTOMER SUPPORT." Your company took on too many people, with not enough knowledgeable staff to support, and we are stuck in a contract with a company that is not helping us get our devices working. Is there a someone higher up that I can complain to? I need some kind of answer today.
Also, I never received the email that was promised to show me how to do the job of support. Please send the email that you were speaking of. ( deleting on app, and leaving another ) As unfamiliar as this is to me, I'm willing to take the risk of messing up our non working devices even more. So please send the email, so I can try to figure out the issue on my own. I also need the issuing the credit in writing in case we ever get into any litigation with Teletrac.
Just to be upfront, if it wouldn't cost our company $20,000.00 to another system, we would have switched to carrier web months ago. They actually have 24 hour support who answers the phone and resolves the issue on the spot. They don't create cases and then not follow up, AND their equipment actually works the way it should.
Reason of review: Poor customer service.
Preferred solution: Out of contract.
I didn't like:
Not user friendly, Not working properly, No customer service, No tech support.