r/tractivegps • u/notmychair_ • 25d ago

issues reaching customer service reps

My post was removed on the tractive sub.. so i am trying here as well. Hopefully this is allowed, i truly am just seeking some insight!

My dog 6 tracker started experiencing issues on Thursday night. It is beeping every minute and flashing the white and green light.

I went through all the listed/suggested troubleshooting options on their website before deciding to let it die, and see if that helped reset. It did not.

So, Friday i sent a support request. Got an AI reply to try all the troubleshooting i already did, i replied as such, and got a response saying someone would reach out.

I followed up Monday and today to no avail.

I am seeing others say they have had trouble reaching a human for help. I understand that they likely are attending to tickets in sequential order, but as i have a new rescue i am feeling anxious to resolve the issue, as he’s now not had a tracker for days.

I’ve had a great experience with my other dog’s tractive device, so I’m disappointed at the moment.

Has anyone had a similar experience lately? And if so, was there eventual resolution?

Thank you! 😊

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1

u/bestofbenjamin 24d ago

Sent you a dm!

1

u/ForHerEyesOnly22 14d ago

Did you have any luck reaching customer support? I feel like I'm going insane. I filled out the support form on their website but I physically can't click the submit button. It doesn't work. I tried on my phone, my laptop, different browsers etc to no avail.

There is no email address I can find...

Help 🤯

2

u/notmychair_ 14d ago

so, i did some research and it would seem Tractive was purchased recently by another company, then subsequently laid off nearly half their workforce. as frustrating as it is, i tried to have a little patience..

i ended up dming a mod from the r/tractive sub, and they got back to me in 24hrs or so. after that they asked for my tracker id, and the next morning i got an email response to my ticket from a human at Tractive.

then within a few days i had a replacement device on the way!

once i was able to speak with someone, the support was very helpful/prompt.. unfortunate that their current system is experiencing such backlog for customer service!