Working tracker that can not locate your car

I have been with netstar for 17 month and I had my tracker installed when I bought my car June 2017 and September 2018 I decided to test the tracker by calling in and asking if my tracker was working and if the can trace my car, to my surprise the tracker had not been working and they could not locate my car and they apologized and installed a new tracker, last week I called in again to test the newly installed tracker and they told me the tracker is working but could not tell me the location of my car which I found very surprising because if the tracker is working then it must be able to show the location of the car, I even threatened to stop using their services and they still could not tell me the location of my car.