Barely any support for existing customers

I have been trying to get Tracker to fix an issue I have with my subscription. The technical support forms on their website do not work, I never get a reference number. On Twitter they only reply every now and then, when you try submitting a query in the app, it opens a "share with" prompt. The only way I have managed to get into contact with them is by asking for a quote, they are very quick to call you back then. My issue still hasn't been resolved after me trying to get into contact with them for months. Subscribing and having the tracker installed was a breeze, their lack of dedication to existing customers is making my doubt my choice for them.