10 days without resolving complaint

On 3rd of September phoned to log a call as none of my decoders had PVR functionality (play, record, Box Office etc). The matter could not be resolved and was escalated. Phone again three times during the week and each time the matter will be escalated. On the 12th of September, out of desperation, log a complaint throught Facebook Messenger to DSTV. The operator advised that I reset default settings, this meant that my 2nd decoder could not scan or complete the scan as settings changed. I requested someone to be sent out to fix this, the operator insisted that I call an accredited installer. I refused as the problem was caused by the operator and will not accept the cost involved. I requested a Supervisor or Senior Manager to contact me, in order for me to explain my situation. I was informed that someone will get back to me in 24hours. This has not happened. I again logged a call on the 13th of September, was again informed that I must contact an accredited installer, I refused to do so as I will not cover the cost involved. I again requested a Manager to contact me.

It has been 10 days since the initial complaint, haven't got any further than on the 3rd, in fact, I cannot view anything on my secondary decoder, which makes my situation even worse than before.

I am frustrated with the lack of service and/or the fact no one has contacted me in this regard.

I do expect this to be resolved ASAP. This inconveniences my entire family. Yet I am fully paid up with my subscription for the year and expected service that I paid for.