Shocking service by Mix Telematics

After testing my panic button everyday this week and not receiving a response, I phoned and spoke to Thabo who informed me that the unit was not working and that the service department was aware of this but did not inform me. In response to my shock at this, I was told that the unit needed to be replaced and I would have to wait a further 24 to 48 hours for a call. I then requested information about my other car and was told that the unit needed to have been upgraded 3 years after installation which was in 2015. He then said that they were supposed to have called me to schedule this. So lo and behold 6 years down the line I have been paying my installments religiously but have been at risk of having any insurance claim repudiated due to their incompetence. I asked for their supervisor Tato Mashabiya to call me but seemingly they cannot be bothered. I am absolutely shocked at the lack of concern. I was told that they would have reacted in a hijacking situation after I called them to alert them of this. Kind of begs the question, which hijacker is nice enough to allow me to call the tracking company for assistance!