They have not been able to locate my car for 24hrs

My tracking device with Netstar was installed on the 23/10/2015 by a lovely gentlemen who explained everything and advised that I do a test to ensure that its working. I called Oakhurst to speak to my Personal Portfolio Agent and spoke to Altech Netstar for the first test....I was advised that the location would be emailed. I have not received any correspondence to date. A family member was using my car this past weekend and I thought it to be a good time to test the tracking device...I called in and spoke to Petro who advised of the service delays but promised a call back within 15-20 minutes. I called back and spoke to a lady who also advised that I would receive a callback within 15-20 minutes. two calls to Netstar and 24 hours later no response. I fail to understand should this have been a real emergency and not a test what the outcome would have been. Its either the tracking device is a demo or is faulty whatever the case is I need some answers and I need them fast as this is ridiculous. 3 calls and no feedback.