Mobi Claw Senior Fall Emergency Service

A friend of mine has been with you for at least two years. His unit doesn't work. You charge him for a new battery. It doesn't help. You then blame the internet service. Really? I can contact him with no problem via the internet. He has tried to test the unit several times over the last few weeks. I am the number one responder and I have not received any emergency calls from you whatsoever! Please explain to me how you give an emergency service as this does not seem to be one!