Cartrack incompetence

I requested Cartrack to install a new tracking device on my new car on the contract I have with them as I have changed cars. I informed them that the old device is not available and they would have to fit a new one at an additional charge and the consultants agreed. After speaking to 3 consultants who all agreed to this request, they did not install the unit as agreed as the technician wanted the old device. I will now receive a car without a tracking device because of internal miscommunication at Cartrack which no one wants to take accountability.