Poor service just to repair … What if there is poor service in an emergency

After receiving a notification from Tracker that the system tag in my vehicle was not working, I called them to set up an appointment. They confirmed a time for following Tuesday, Tuesday no one arrived and then on Thursday I receive a msg that they are coming the next day (Friday). The tech arrived and fitted a new tracker and replaced the battery on the key tag. He left and said all was ok. I then get a number of notifications from tracker saying the key tag is faulty. I call tracker as requested on Friday as well as the technician. I get no response. Again on Monday I call tracker, I tell them the story and the arrange for a tech to come out.. he arrives and changes the battery again and says the terminal on the unit is not making contact and he bends the terminal to make the battery work.. I request a new key tag as I’m not happy with how it’s working as they are only getting the signal if you press hard and it seems to be intermittent. He is not authorised to change it … so I call the call centre again.. 29min later with no option to speaker to a supervisor, I am eventually told that they will courier me a new key tag in 5-7days, it’s the 17th Dec and we are going away on the 20th I explain. Well they will send it ….when I get home… I would like to understand what happens when there is an emergency… who’s at fault? Me because I didn’t delay my holiday to wait for a tag.. there was not even an option to collect the tag? How do the insurance companies feel about this?? They insist on us having a tracking system… this is terrible service I’m my opinion.