Shocking Service and No Response

I have 3 vehicles that are fitted with Netstar 2 of them that have just recently been fitted (3 weeks ago) on pressing the response button they only rep**** after 1 hour. My own cars unit has fallen off the dashboard and when pressed nothing happens. They told us that we are upgrading and would be able to track the vehicles on Safe and Sound, the software is hopeless and is not updated with where the vehicle is. In actual fact we have gone backwards and had to pay more money for a so called better service. Another poor service provider in SA.