Matrix will be held liable for there *********** response to panic buttons

I recently had a tracking unit fitted in my system. On Friday I decided to test the panic button. No one contacted me, i tried it again on Monday no one contacted me , i than got a call 4 hours later saying That Matrix is responding to a panic button being pressed. On Monday after pressing the panic button and didnt get a response i called the call center and logged a complaint first i was told to hold on for some department 15minutes later the call got cut. I called back and demanded to be assisted only getting through to someone who told me Eish i dunno what is wrong !!! Seriously is this phone etiquette? I was than given a reference number ********** 0, this morning i got an email saying my request has been resolved, Really how is that possible when no one came out to view the issue on the unit nor did anyone contact me regarding my issue? Should anything happen to my car and matrix does not respond i will hold Matrix fully liable for the loss to my vehicle , or should i move to Netstar as i have 2 vehicles on Netstar as well and have had no issues to date.