Tracker units not functioning - every 2 weeks or so one of the units stop functioning - no support or help from Tracker - always weeks to get it resolved.

We use tracker in order to get trip reports in order to do our invoicing. Every 2 weeks or so one of the units on our trucks stop working. And then it takes anything from 2 to 4 weeks for Tracker to send a technician out to attend to the problem. Endless emails, getting responses like "Please note that our call centre/product support team is currently dealing with a high volume of queries." My question is - they have so many clients and not enough manpower to attend to issues - I've told them before - they should tell whoever is in charge that they need more technicians, because how can we wait weeks for someone to attend to a unit not functioning? The unit that is now not functioning is a new unit that was installed - it worked for just more than a week and then it stopped working. They can't care less about their clients - you can ask nicely, you can complain, you can ask to speak to a manager (which I highly doubt even exist) nothing helps. I've reported the problem and it is now again a week later - without any help from tracker.