CEO and Repair Departments failure to attend to faulty tracking unit.

I've been struggling since November 2019 to have a faulty tracking unit repaired, it was repaired earlier but the problem persisted. Fleet department referred me to the Repairs department and this resulted in a promise that the department manager would phone me and schedule a repair. This didn't materialize and I continued phoning numerous without success. I then escalated the issue to the CEO escalations department which resulted in an email from Boitumelo Rathebe, team leader of the CEO escalations department, which stated that I would receive a call from the Repairs department. This was on the 14th of January 2020. No phone calls since then and no reply of numerous mails to CEO escalations department since then. Is this how you deal with fleet clients?