Useless emergency button

So I've pressed my emergency button 3 times this past week and never received a call from Tracker... Today I tested this again, and still no call... When I eventually called their customer service department, I was told there is no signal coming through to them. I was then informed to wait for a technician to come out on their own time, because clearly my emergency button that is not working is not a priority for them it seems. I am highly upset that I am paying for a service that is not working... Second I was then informed that if they find it's a tracker problem they'll repair it for free, but if it's a problem that I cause ( Lord knows who would cause a damaged to something they see as a NEED) I'll be liable, like WTH? I need this fixed and I need it done ASAP or I'll be going to the OMBUDSMAN to get you to fix this mess that I'm paying for.