Tracker Poor Service.

I have emailed Tracker that the Android App is not showing Traveling and is out of date when I last used the vehicle. I received an Item Number ***. Whereby "Pamela Sibiya" from Tracker responded; Thank you for the below email. Kindly be advised that we have conducted an investigation and we will need to send out a Technician for inspection. Please provide us with contact details and the address of where the vehicle is. There will be no service fee applicable as unit is still in warranty. I thought it is strange that Tracker required my contact details and address?? Nonetheless I sent Tracker two contact numbers, hoping to see the technician. After which I get another reply via email, "with no technician"; telling me that one of the contact numbers I gave them kept on going to voicemail. Furthermore they notify me that on their side seems to be updating fine now and because of this they have placed the service request on hold. How clear must I be, the problem is not on their side, it is from the unit not giving information over to the Android APP, I did not once say there is a problem on their end but for them to reply and I quote "the unit seems to be updating fine now"? So was the unit on there side faulty?? Also they had two cell numbers and they call only one of the two and leave it at that because it is going straight to voice mail??? Why did you not try the other Cell Number I gave you?? I respond via email to Pamela, saying that it is a bit forward for them to place the service request on hold without speaking to me? I further explain that my address is below the following email trails, please send an technician. I also complain and tell them they had two contact numbers but they only use one? Pamela from Tracker replys the following and I quote: "Please clarify what you mean by: It is a bit forward for you to place the Service Request “on Hold” without getting in touch with me." She further goes on and I quote again "I have conducted an investigation and as advised I indicated that the unit is reporting accordingly, the product installed in your vehicle is App based and the Trip logbook can be pulled from the App in order for you to view the vehicle’s activity." The more I explain to Pamela, that the APP is not working the more she is not understanding me. What must I do? Tracker I need a technician please, communicating to Pamela, is fruitless.