Still waiting

We have 5 vehicles with Netstar and never had any problems dealing with the call centre.

At the moment one of the vehicle's Safe and Sound tracker is not working and not generating reports online. I called in but the call center agent refused to help because there was not a specific contact person loaded on their system, which seemed strange since I've never had problems sorting out account issues or anything else telephonically before. I was instructed to send a letter to ********** stating who the contact person should be which I've done and included a letter explaining our current problem. This was done on the 18th of September and again later but to date we have not received any feedback or assistance.

What am I supposed to do if they won't help via telephone or email?

If the unit does not work and Altech is avoiding sorting it out we expect a refund for the time the unit was faulty. Are they not supposed to be able to see something amiss from their side anyway?