Bad service

Got my unit installed on Wednesday, once they were done I downloaded the app on my phone, registered everything the app needed only to find that I cannot track my car on the app. Called in and I was told that a technician would have to come and check it and I should wait for a call back. IVE BEEN WAITING FOR THAT CALL BACK!! I've called in many times after and everytime im told to wait for a call back.

I'm driving a new VW in a high risk area! I've told 5 of your agents this, but it just seems like my case is not been attended to. What frustrates me even further, is how is it that a new unit is faulty??