Poor backup service

Tracking device stopped working after a year and half. Contacted the center on Monday evening to inform them, test was done and I was told the device is not working and a technician will call me to book a date to fix the device. No one called. Called again on Wednesday after being transferred to 5 different departments, I was told the request was not sent through to the scheduling department. I was then told the next available date for an available technician is the following Wednesday. I also have to pay for the device to be fixed and I'm sure for the week that the device is not working. Dissatisfied as there is no urgency from cartrack side to come out to sort a device that is needed for them to render the service we are paying for. Asked to speak to a manager, was told manager will call me, still waiting. How can a tracking company track cars when the device is nit working and why should we be paying for the cost of repairs if we have a contract with them? Waiting a week and a half after the complaint is lodge to sort out a faulty device e in our unsafe climate shows that this company is not serious about keeping your car safe.