Trackstar Avis 307

I have had a few conversations (both telephonic and by e-mail) with Trackstar. The agents I have dealt with have always been helpful, cheerful and efficient. Thanks to you all

My first positive review was posted in August 2024 after transfer of existing subscription from main dealer. One fob was tested successfully, and I never thought about the second (spare) fob having an issue .. until this was used for car servicing recently when various alerts came through to my phone. I changed the battery, but the alerts continued to come through. Upon contacting Trackstar, a replacement fob was quickly supplied .. and remotely tested .. and all is well again. Another very smooth process, and reassuring to know that both fobs are now working perfectly. In view of my experience, I would suggest that all customers check BOTH fobs at the time of acquisition.

Courteous, knowledgeable professional staff

I have never heard such a weak excuse that Duracell CR2032 batteries do not work with the TAGS. Having bought a replacement tag 14 months ago, and again it is faulty, to be told a) Its out of warranty ( 12 months) , just paid my annual renewal and that the issue is potentially the fact that I have used Duracell battery is the issue. If this is the case - why would they not fix it so that all brands of CR2032 batteries work. Customer service played the company line - buy a new tag, or try another battery. Would I recommend trackstar going forward - absolutely not. They do not value loyalty or their customers despite being 5 years with them. 7 days without replying to my case / email and having to wait 15 minutes to talk to a person. Their CEO would do well to start listening to feedback from their customers and give their customers service freedom to make loyalty pay ..... Customers keep them in business. Shall not ever use or recommend again.

great customer service from both Helen and Lisa. Very pro active and professional, quick clear responses.

Great service as always

Customer care does not seem to be a high priority, with any self help 'resources' via the App very limited and frankly useless. The AI chatbot is even worse and all of this does not help anyone's blood pressure which is very high by the time you have found the telephone number and actually got through to a human being to speak with. I had sent several emails with no reply. In order to be fair to the telephone operators they sounded under pressure and frazzled, but at one point I was replied to with a raised voice talking over me and actually arguing with me which simply is not the right attitude when dealing with a customer who has paid a lot of money for a product installed very recently in a new car.
I have received conflicting advice and statements from staff including "the app does not work in Europe" - well mine did and diligently recorded all of my 'trips' until it stopped functioning...and shows the car as still being located in Spain even though it has been back in the UK for three whole days now ( and travelled through France over a period of days to get here i.e. was not on a direct ferry).
I am left feeling that I have bought a dud product with an outdated app - I hope that I am wrong.
After a diagnostic test drive whilst speaking with Trackstar staff it seems as though they could not locate the car!
The upshot is that they seem to have washed their hands of it and I have been told to go back to the supplier/fitter ( as it was not "one of our people", despite being an accredited supplier...) and don't know where this is going to end, but as of now I have very little faith in this company or its product.

Further to my initial review above I now have the unit supplier and installer coming out to see if there is a fault with the tracker itself.
In the meantime, my App still shows the car as being located in Spain!
A telephone call from Trackstar (in response to my initial review) allowed me to point out the failures of my App and it turns out that Trackstar are having the App worked on in the USA (apparently) so clearly it is recognised that it requires updating and revising.
Confusingly, it was implied that the App is not really meant to be a tracker itself (by which I mean a method for locating the car) and that in the event of a theft Trackstar use other technology to locate a stolen car. That is fine, but the basic point here is that in order to report your car as stolen to Trackstar, firstly you have to know that it has been stolen! So if the App does not work and the location has not updated then you cannot use the Geofence option in the App, and thus no way of knowing if your car is where it is meant to be or not, unless you happen to be right next to it or within sight of it.
I will update this review again when the car has been inspected and the unit checked by an expert.

UPDATE AS OF TODAY: The installer diagnosed the tracker unit as faulty - obviously something must have gone wrong and it must have ceased functioning as it should. This would explain the lack of update since the car was abroad. Now replaced with a brand new unit at no cost to me, and everything working as it should. Thank you for sorting it out.

Very easy to sign up got all the information I needed.
Emily was very helpful

Have had Trackstar for a year now on our motorhome. For peace of mind it’s worth every penny
If you have a problem their call centre is just a phone call away and very helpful

Once again great service from Trackstar , Talya was super efficient and very pleasant
Thanks again I would fully recommend this company

Helen at TrackStar was very helpful and very efficient in sorting my queries.

Dealt with my inquiry very promptly
Thanks Emily

Lisa was very patient with us and talked us through every step to get both myself and my husband re registered. Lovely manner well done Lisa it makes us oldies more confident with technology. X

First class friendly professional service - helpful and attentive

Helen was excellent in guiding me through the process of setting up the Trackstar and connecting the app. She was knowledgeable, professional and patient. It gave me confidence in the product. Thank you.

Best customer service I have received for a long time!

I have just had an excellent conversation with Ehsan in the Trackstar Customer Service team. I have had a problem with my tags recently and I have spoken to him a couple of times in the past week or so re the issue….he handled my first enquiry really well and quickly dispatched a new tag which arrived this morning. I then spoke to him again today and he very quickly and efficiently paired my new tag. Really polite and helpful and thanks for all your help

Emily was extremely helpful. Nothing was to much trouble.