Faulty Cartrack component

Car track failed the second time to get back to me about a faulty unit. I lodged the complaint. Last month almost three weeks ago I called them and said they will escalate the call but they put you through and all sorts of questions they ask and say will send technician. Yesterday I sent an email up til now now response. Three weeks can u believe this after three years of faith fully paying? They’d also never return calls when u ask them to. I need urgent assistance please car track