Once a customer is not paying us any longer they do not have any information available Our paying customers have real time access to months of data live If you read all of the Customer Agreement number Once a customer fires us we are done I cannot explain this any better He stated before he did not know about automatic renewal and he did automatically renew in and so we did again in and he made it very clear to reverse the charge and cancel his account Thus he is not a customer anymore.Thanks***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:This response does not solve the problem: the problem we paid in full for the yearly service and the information accumulated within that year We were not warned that if we canceled service we would not be able to keep our data which was very important to this company -- we paid for it -- but it was erased This is fact does not reflect what is on their website.Please read below my letter [redacted] at Gotrack:Dear [redacted] and ***, Please note per our conversation we were not informed or warned that when we "cancelled service we would loose all of our data" There is no email from you suggesting this and on your website there is no mention of this problem under FAQ Please see attached FAQ Under "how long do you store my vehicle information" and see reminder that you guarantee it for months Again, NO WHERE DOES IT TELL THE CUSTOMER THAT "YOU MUST BACK UP YOUR DATA BEFORE YOU CANCEL SERVICE OR YOU WILL LOOSE ALL DATA" Why is this warning not on your website -- it should be! I paid for service for a one year periodPeriod! That means I should be entitled to the data I accumulated up to that period, not after, but "up to" After all, I paid for itFurthermore, you state on your website FAQ that "we guarantee months of vehicle information will always be stored on our servers" Where is my information from June to December 8th? When you do a search in the search field on your search engine the word "cancel" or "cancellation" does not yield any results -- like none! This is what I would like to suggest as a remedy You now say, contrary to your website information, that "it is not possible too get back the information because it has been erased" I assume this is the case I would like tp suggest that A) you either refund one half or months of the service I paid for, or $ Please see invoice dated December 6, Or, offer me service for the upcoming year at a great deal for the same amount of units -- 3G or upgraded versions I have not contracted with another company yet but will have to decide at the end of today Furthermore, you should know that we looked around at other providers ONLY after the GoTrack units installed were repeatedly (not always) giving us "wrong information" and "absent information" I am trying to be difficult but if you should have clearly warned us that we would loose all data if we canceled Again, no warning was issued Please respond back by the end of this business dayThank youSincerely, [redacted] , owner of [redacted] ***.______________________________________Solution:I recommend this as a solution: 1) continue services 2) replace units which were never working accurately to begin with with 4G units (5units as before)3) provide units free for year plus a $credit.Logic: we lost the data that we needed for a period of months (again, we had paid for this data IN FULL)Regards, [redacted]
Once a customer is not paying us any longer they do not have any information available Our paying customers have real time access to months of data live If you read all of the Customer Agreement number Once a customer fires us we are done I cannot explain this any better He stated before he did not know about automatic renewal and he did automatically renew in and so we did again in and he made it very clear to reverse the charge and cancel his account Thus he is not a customer anymore.Thanks***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:This response does not solve the problem: the problem we paid in full for the yearly service and the information accumulated within that year We were not warned that if we canceled service we would not be able to keep our data which was very important to this company -- we paid for it -- but it was erased This is fact does not reflect what is on their website.Please read below my letter [redacted] at Gotrack:Dear [redacted] and ***, Please note per our conversation we were not informed or warned that when we "cancelled service we would loose all of our data" There is no email from you suggesting this and on your website there is no mention of this problem under FAQ Please see attached FAQ Under "how long do you store my vehicle information" and see reminder that you guarantee it for months Again, NO WHERE DOES IT TELL THE CUSTOMER THAT "YOU MUST BACK UP YOUR DATA BEFORE YOU CANCEL SERVICE OR YOU WILL LOOSE ALL DATA" Why is this warning not on your website -- it should be! I paid for service for a one year periodPeriod! That means I should be entitled to the data I accumulated up to that period, not after, but "up to" After all, I paid for itFurthermore, you state on your website FAQ that "we guarantee months of vehicle information will always be stored on our servers" Where is my information from June to December 8th? When you do a search in the search field on your search engine the word "cancel" or "cancellation" does not yield any results -- like none! This is what I would like to suggest as a remedy You now say, contrary to your website information, that "it is not possible too get back the information because it has been erased" I assume this is the case I would like tp suggest that A) you either refund one half or months of the service I paid for, or $ Please see invoice dated December 6, Or, offer me service for the upcoming year at a great deal for the same amount of units -- 3G or upgraded versions I have not contracted with another company yet but will have to decide at the end of today Furthermore, you should know that we looked around at other providers ONLY after the GoTrack units installed were repeatedly (not always) giving us "wrong information" and "absent information" I am trying to be difficult but if you should have clearly warned us that we would loose all data if we canceled Again, no warning was issued Please respond back by the end of this business dayThank youSincerely, [redacted] , owner of [redacted] ***.______________________________________Solution:I recommend this as a solution: 1) continue services 2) replace units which were never working accurately to begin with with 4G units (5units as before)3) provide units free for year plus a $credit.Logic: we lost the data that we needed for a period of months (again, we had paid for this data IN FULL)Regards, [redacted]