Poor service

Poor service from Cartrack, I reported that my tracker was not faulty and was an hour behind and was not reporting the right location, I had taken out their lifetime insurance plan where they replace my tracking device for free, I have since been told they would call me with more details as to when they will send a technician to come and install the device and it's been two weeks now no calls from them whatsoever, when I call them I'm told they are still waiting for maintenance team. As a resident of gauteng I would assume that a tracking device would be an emergency consideration my insurance want a tracking device installed, I have been a client since 2017 and this is just poor service, it's just a nightmare, reading other people's reviews about this company I would never recommend it to anyone. I asked for recordings of my conversations with their call center agents just to have proof that I have reported the faulty device and they refused. A tracking device should be considered an emergency in gauteng.