FREQUENTLY ASKED QUESTIONS

 

1. What is your Recovery Rate?
Tracetec has one of the best externally audited recovery rates in SA in excess of 90%.
 

2. What are your Recovery Times?
Tracetec can recover a vehicle as quickly as any other vehicle tracking company. We also have the ability for long term recovery, as our device is so small and does not have any wiring to the vehicles battery, making it very difficult to find. Because of this Tracetec does not have to rely on the golden hour.
 

3. What is the Golden Hour?
It is the industry phrase referring to the time it normally takes before a thief locates and disables an easily detected device, such as one which is connected to the vehicles power.
 

4. Who are your Recovery Agents?
Tracetec has recovery agents all over SA. They are our recovery agents. They liaise very closely with the SAPS and Metro Police to make sure an arrest is made. We also have access to airborne and waterborne recovery facilities.
 

5. What do I do when my vehicle is stolen?
When your vehicle is stolen, you must contact Tracetec on 0861-786 536 (STOLEN) immediately. The sooner you contact us, the easier it is for us to recover your vehicle.
 

6. Can you tell me my Vehicle Location?
Tracetec call centre operators do not have access to a vehicle location. This is kept with our recovery teams and is activated once an incident is reported. The call centre operators do have access to information as to whether a unit is working. Call centre operators can send your Insurance Company / Broker a letter confirming your unit's serviceability upon request.
 

7. What system do you use?
The Tracetec device is a radio frequency transmitter.
 

8. How big is the device?
The device is very small and easily hidden, roughly the size of a credit card.
 

9. Can you give me GPS Location of my vehicles?
The Tracetec recovery device is not a GPS / GSM location device. Tracetec also offers a fleet management system that supplies live GPS locations of your vehicle. For more information contact us or go to our TracetecFleet website.
 

10. How does it work?
Tracetec works via a transmitter that continually emits its own unique identity signal that is picked up by our beacons situated countrywide and transmitted to our control centre and database that contains the details of the asset and owner. The system is active 24 hours a day, seven days a week.
 

11. Do you have Early Warning and/or a Panic Button?
The Tracetec recovery device is not an early warning system and does not come with a panic button. It is purely a phone in system. Tracetec also offers a fleet management system that allows for the use of a panic button on the vehicle. For more information contact us or go to our TracetecFleet website.
 

12. How does your unit connect to my vehicle?
The Tracetec device is a self-contained unit with its own battery, and does not connect to the vehicles wiring in any way. This again makes it very difficult to find.
 

13. Does your unit affect the warranty of my vehicle?
Unlike some other devices, the Tracetec unit does not have any wiring to the vehicle, and therefore Tracetec guarantees that our device will not affect your vehicles electronic warranty in any way.
 

14. Does Tracetec offer a guarantee / warranty on the unit?
Tracetec has a 3-year warranty on hardware and battery life, although battery life expectancy is up to 5 years.
 

15. How do I test my unit?
You may at any stage go to a fitment centre in your area to have the unit tested. Alternatively, the call centre operators do have access to information as to whether a unit is working. Furthermore, it is very important that you keep your personal details up to date with us. Call centre operators can also send your Insurance Company or broker a letter confirming your unit's serviceability upon request.
 

16. How do I go about getting a unit installed or finding fitment centres?
Our Installation process has been made as easy and convenient as possible, please contact our sales department at 0861 2 TRACE (87223) or complete the quick contact section on our website for a hassle-free installation. To find your nearest fitment centre, visit the Fitment Centre Section on our website.
 

17. How long does it take to install the tag?
The installation will take a maximum of an hour.
 

18. In which vehicles do you install?
We fit devices to cars, trucks, trailers, motorcycles, quad bikes, jet skis, marine craft and other assets such as generators and earthmoving equipment. Tracetec does not install units on laptops or any such devices.
 

19. Do you have a contract?
Tracetec has no contract period what so ever. You may cancel in writing by giving one calendar months’ notice.
 

20. Can the unit be transferred between vehicles?
Tracetec will not look for your old device but will install you a new device for a reduced fee and therefore you will get a new 3 year warranty. If the vehicle was sold, the new owner has the option to take over the monthly subscription fees.
 

21. How do I cancel?
Tracetec will only accept a cancellation from a client in written format. Either email to info@tracetec.net, by fax to 011 252 9099 or by mail, to PO Box 3761, Honeydew, 2040. Cancellations must be received by the 20th of the month and 1 calendar month notice must be given.
 

22. How do I Change my bank details?
Tracetec will only accept change of banking details from a client in written format. Either email to info@tracetec.net, by fax to 011 252 9099 or by mail, to PO Box 3761, Honeydew, 2040.
 

23. How long has the company been running?
Tracetec has been operational since 2001 and was the first Tracking Company to be approved by the SAIA in March 2005.
 

24. Insurance Approval?
Tracetec is approved by all major insurance companies, but the client is requested to confirm this with their broker prior to installation
 

25. How good is your coverage?
Tracetec has a national coverage, and we are able to recover a vehicle anywhere in SA. Tracetec does not operate outside the borders of SA at this stage; however, we do offer a fleet management system with cross border capabilities. For more information contact us or go to our TracetecFleet website.
 

26. Do you offer fleet management?
YES, we do offer fleet management products, however, please note: The Tracetec recovery device is not a fleet management product. Please visit our website for more information on our fleet management products.
 

27. Do you offer roadside or medical assistance?
Tracetec offers roadside and emergency medical assistance. For more information please visit our website.
 

28. What is TraceSure and how does it work?
For an additional R15.13 per month, you can “insure” your Tracetec tag. This means that when your tag reaches end of life (usually between 3 and 5 years) Tracetec will install a new tag in your vehicle free of charge. TraceSure is also available to existing Tracetec clients however only if your tag is less than 12 months old. Please contact our sales department for further information.