Netstar tracking is a joke

So I’ve been with Netstar since 2021. To my surprise, my panic button hasn’t been working for a while, until I decided to contact them to confront as to why are they not attending to my panic every time it’s pressed, Meipone who I was transferred to had an audacity to tell me to “walk to the nearest Pick n Pay or Clicks and get the batteries changed” Can Netstar take me serious? Who’s responsibility is it that their device and it’s contents work? Who’s safety are you gambling with?