The Power Report: Keep track of your tracking device

Megan Power: If you're anything like me, you've probably fitted a tracking device to your car, carefully filed the emergency number - and never given it another thought.

Sound familiar? Well, it's not very smart. If my car was stolen, I'd have no idea whether my tracking unit was working or not. If it wasn't, and if I couldn't prove I'd tested it as required, I'd risk losing my car and my insurance cover.

Very careless. But I'm certainly not alone in neglecting this vital annual or bi-annual self-testing chore.

Johannesburg reader Regis Manyange had a Tracker Alert device fitted to his Nissan Twin Cab two years ago and, despite being advised to test it annually, he never bothered.

It was only when a friend's car, fitted with a tracking device, was stolen at a cycling event and never recovered, that he took the time to test in March. It didn't work.

So a new one was installed. But a few days later, he tested the new unit and found it wasn't working. An "adjustment" was done by a Tracker technician and a signal found. But when Manyange tested it himself days later, it was dead yet again.

The second unit was replaced, but failed days later.

After yet another repair attempt yielded no signal, Manyange gave up in disgust and drove without his Tracker Alert key fob (remote activator).

Tracker Alert is one level up from the basic Tracker Retrieve unit, with an added early-warning function. When the car is parked, the unit automatically turns on once the key fob has been removed. When the car moves again, the system attempts to establish a connection with the key fob. If it can't, the control room is automatically alerted and calls the customer. It was two weeks before Tracker contacted Manyange.

"My conclusion is that Tracker is taking advantage of people's trust and charging them for a product that does not work," said Manyange six weeks after his ordeal started.

Following a request to Tracker to investigate, communications manager Gareth Crocker apologised for the "the litany of problems" following the replacement of Manyange's first faulty unit. He blamed incorrect testing protocol by Tracker agents.

"In simple terms, there is a basic process that needs to be followed after a test procedure that allows the hidden tracking device to detect the key fob again. If this is not correctly followed, then the system will not 'marry together' and, once again, will result in a failed test," said Crocker.

"In fact, it will continue to register a failed result until such time as the key fob is correctly re-introduced to the Tracker unit itself. Our agents failed to follow this procedure and that is why the testing process continued to register a failed result."

He said it was an "isolated service and training lapse" and had been addressed. He stressed that even though the Alert aspect of Manyange's system had failed, the Tracker unit itself would still have been able to be "activated" in an emergency.

As compensation, Tracker has upgraded Manyange, at no cost, to a more advanced GSM-GPS-based (as opposed to radio frequency) device, which is constantly "live". Unlike entry-level tracking devices, such devices boast self-test functionality or "proof of life".

There are at least 100 small tracking companies in South Africa. Tracker, which has about 650000 subscribers, and Altech Netstar, with more than 500000, are the largest.

Tracker recommends customers test units at least once a year; Netstar twice a year. But many insurers, some of whom make installation of tracking devices mandatory on high-risk or high-value cars, can demand more regular testing.

Although tracking companies claim unit failure is rare, they encourage regular testing, particularly after an accident or if the car has undergone major mechanical or electrical work. Neither applied in Manyange's case.

About 1200 Netstar subscribers do voluntary phone-in tests daily.

Tracker, which says a "significant" number of customers comply, is busy with "a large and very costly" pilot project to automatically test its basic retrieval units.

"We want to take away the inconvenience of our clients having to test the units themselves. It would be so much better, in terms of customer service, if we could test on their behalf and then merely notify them," Crocker said.

And the sooner the better. In the meantime, Tracker runs special projects where it "remotely" tests batches of customer units. Netstar conducts about 600 scheduled system-driven tests, and 1000 bulk fleet tests a day.

But establishing that a unit is working remains a subscriber's responsibility. So if there's one thing you do this week, test your tracking device. Other than alerting you to a defective unit, it allows you to familiarise yourself with your tracking company's contact details and emergency procedures. It also ensures all your details are up to date with the company.

Once done, diarise to do it again six months or a year from now. If you don't test your tracking device, you may as well not have one.

THE NUTS AND BOLTS OF THE SYSTEM

Technology: Advancing almost daily - Tracker's basic unit is in its seventh generation already - so investigate upgrades regularly.

Cost: From R135 to R425 a month, depending on the level of device selected. It is more cost-effective to install a device via insurance companies, which offer discounted rates, lower premiums and related incentives.

Self-testing: Tracker and Altech have different testing protocols, but both test free of charge. Certain devices cannot be tested through self-tests.

For more information: www.tracker.co.za and www.netstar.co.za

SUNDAY SMILE

AT All Office in Observatory, Cape Town. When a customer's 2008 chair needed repair, he returned it to the store. Not only was it fixed at no charge and delivered to his home, but it was done the same day. Talk about exceeding customer expectations.

SUNDAY SNARL

AT Fortune magazine for offering the iPad version of the magazine to US print subscribers at no charge but not offering the same to its loyal South African subscribers.