Bridge of contract

I called customer care yesterday morning informing them that my tracker is not working and they checked on the system and confirmed it, then they said they will inform the repair department to call me and make arrangements to come n repair or replace but till today no one has called me instead I get a call yesterday in the afternoon from matrix to ask me if I don't want sign up with them yet I'm already with them. A tracker is important so if its down it should be urgent to fix or repair it but with matrix it's not,now this shows me that should anything happen to my car they won't even bother looking for it. I pay this company every month on time but their service is nonsense 😒. I think it's time to switch because I'm paying for services that are not working.