Product not in working order

I Have recently upgraded my Tracking skytrax device and had it installed in August 2018. My first debit for the new device was done in Sep 2018 my premium was R180 to now R220 that is R40 more. I have not used my panic button since I installed the new device last night I went out and pressed the panic as I felt someone was following me, I repeatedly pressed the button 3 times and there was no response. I then drove to the police station where I thought I would be safe. This morning I called Tracker spoke to Terence from the product support team who I explained the entire incident to and he advised that he cannot send out a technician if I do not agree to a R595 fee that I will be charged if the panic was damaged by myself. How do I know if the panic button was working from installation date, There is no guarantee that this was working initially and for me to accept a fee now is extremely unreasonable I am extremely dissatisfied as he advised he will speak to a manager and then advise if a technician can come around, I am also leaving on holiday on Saturday and refuse to ruin my holiday due to a trip to Tracker as this is not my fault, my issue is that I have not used the panic button since it was installed how can I damage the product if i was trying to use it last night in the event of an emergency. I have had endless trouble with Tracker the first problem was when the incorrect product was installed, the incorrect debit amounts charged twice to my account, to get reimbursed was also such a problem as the staff are not properly trained, no one can assist with accurate information even now speaking to Terence there were awkward moments of silence as he seemed to have no response for me. I think to charge me an amount for something I had not even used or to even take on the responsibility of accepting the charge is extremely unfair. As I have not used this device before. what pathetic customer service.