Terrible service - sheer incompetence

My wife's Honda Civic has Discovery DQ Tracker installed. The tracker appears faulty and is causing the batter to die. This has deteriorated to such an extent that the vehicle now cannot be driven (as the battery dies continuously).

My wife contacted the call center. She explained the dilemma. The call center agent suggested that no technicians were available and that she must simply wait till next week. This is completely absurd. Simply put, the insurer decimates our vehicle and then tells one to wait a week to have the matter rectified.

It gets worse though (so much worse). I called back thereafter. The call center agent confirmed that technicians are in fact available. In other words, the first agent had either deliberately **** to my wife or was simply *********** and poorly trained.

This call center agent then put in a request for a technician (noting that Discovery uses a third party to provide technical assistance). The call center agent was unable to provide me with an indication as to when assistance will be forthcoming and was unable to expedite matters in any which way.

I then called the third party technicians directly and expedited their assessment of the request for a technician. Goodness knows the call center agent could not make the same phone call on my behalf.

I was then promised by Discovery Insure that a technician would assist us first thing the next morning. I though my umpteen calls and time wasted had at least come to a positive result. Little did I know...

The next morning no technician arrived. Several calls to the call center and escalations to their management and still my wife sits at home without a car waiting for a technician which may or may not arrive.

Whilst the call center staff and management are seemingly making a sincere effort to resolve this matter, the process is completely flawed. Essentially, Discovery is presenting itself as being at the mercy of a third party technical support company which they can merely encourage to tend our problem.

If that is genuinely the case, poor show. But I doubt a behemoth such as Discovery cannot tell a service provider to jump without the response being "how high". So something appears very wrong with the internal Discovery escalation process.

Anyway, I am now delving into conjecture and quite frankly do not care where the process is going wrong. I have now been promised that a technician comes at 230. I sincerely hope they do.