faulty unit, useless service

my unit is not working, called call center, I was told they will reboot the unit if I still dont see it on my app I must call back after driving 10km. I called back as the unit was still off, I was sent from control room to account department, back to control room for 15 minutes just for them to tell me that scheduling department is not working. If this is how a company as big as car track operates, we in trouble