Absolutely atrocious!

I recently had a problem with my Explora's hard drive which Multichoice kindly replaced. On arriving home I was having trouble viewing my Catch Up and Box Office titles despite having the decoder on for over an hour. It took this clueless lady 40 minutes to come to the answer that it would merely take time for the content to load. If this is in fact the case why did she make me plug/unplug/reboot twice despite establishing that my signal was adequate at the beginning of the call. I got the distinct impression that she has no idea how a decoder actually functions and when I asked to be helped by someone else she refused! Her attitude and incompetence in her job is unacceptable! I did call back to make a complaint but once again I was met with incompetence and obstruction.