When Managers have no clue that customer service is a priority

I've been with Netstar for 7yrs now and I suddenly realised that we have no idea if the tracker still works or not. I often get remote jamming warnings when the cars been parked for a while already yet we disconnect the battery and don't get warned. I then phoned in and was told the unit should've been replaced THREE years ago!!! Apparently someone phoned me and emailed me. I said nobody phoned me and was told well someone definitely did. Would I say no to someiso important when a POLO is involved???? Checked my emails from Netstar 3yrs ago but no email. I was not impressed. The day the new unit was installed, thought it's easier and my insurance insisted on the early detection which Netstar has, Tracker phoned me. He said they test their units every 3 months without being asked first and that they are always asked to help track a vehicle by Cartrack & Netstar. Too late I'd already arranged to have the new unit installed. I then phoned in to speak to a Manager in Retentions, I think. Apparently it's Thato. Well after being on the phone for 20mins Thato was not in his office. An email was sent to return my call. Just as I expected, Thato never bothered after the email apparently said it's a complaint. I then phoned again, and again he wasn't available!!!!!! Again I was assured he'd return my call.That was We'd 9 Dec. Today is the 18th and *********** Thato has still NOT RETURNED MY CALL!!! How does someone like this become a Manager??? Now I know why I NEVER received a call or am email 3 yrs ago and not once during the 3 yrs after not getting a response from me. But boy Netstar is quick to take my money every month. So had something happened in the past 3 yrs and the unit was faulty or old, guess who would've been blamed??? Not Netstars *********** staff but ME!!! I'm so sorry I'd already committed to another 3 yrs with Netstar as I now have absolutely no faith in you. Sadly there is just no customer service in SA anymore. God forbid something happens to this Polo, Netstar best do their job because I now doubt they have the ability to.