Faulty unit from Cartrack

The service is terrible. I called today to query about the unit fitted in my car and to find out that it is faulty. I asked for how long no one could answer me. I spoke to Luke the service agent and he assured me that he will get the technical or support to call to make arrangements to fix a faulty unit. Today alone I pressed the panic 3 times And to no avail I back at square one.