No contact

My wife recently bought a car which has a fitted BeamMe tracking device. Unfortunately the only thing we received from the dealership was the tracking certificate. I called in to the BeamMe call centre last week to ask for additional info and how to track the vehicle etc and was assured that a Welcome Pack had been emailed to my wife. It never arrived and yes, we checked her spam folder and her junk folder and any other possible folder. I have called in to the call centre again this week, probably 4 or 5 times. I have even left a message to call me back. I have not spoken to a single person this week to ask for the Welcome Pack to be resent. No one ever picks up, and surprise, surprise, no-one has called me back either. Is this the kind of service we can expect if her car is (hopefully never) ******?