Bad customer service

My decoder stopped working, i then took it to multichoice polokwane. Then some short guy who tests the decoders at the back of the shop tested it & said it can't work anymore. Then he takes the serial numbers of the device & identifies that i have insurance on it. Now he says we don't have stock but I'll take down you details & call you when stock arrives, that was 2 weeks back. He then wraps up the decoder, he doesn't keep it, but just gives back to me without mentioning that he wants it back for an exchange.

Yesterday a lady calls me, stock has arrived, i drive there today from mokopane to collect the new one. Guess what he tells me, that he can't exchange it without the old one. I say, but you said it can no longer work & you gave it back to me, you didn't inform me that you want it back for exchange.

Now i say ok, you made a mistake, i spent petrol from mokopane to polokwane, acknowledge your mistake & reimburse me my transport money bcz it means i have to spend another money on another trip of more than 50km. Then he refuses, he starts shouting at me in the shop in front of other customers & his colleagues. He says he'll never reimburse me. I ask him, who's mistake is it? Is it yours or mine? He says its not his mistake. I ask him for his name bcz he's not wearing name tag, he refuses.

I then left. Now can Multichoice pls courier the device to my home bcz i'm not going to spend another petrol money to go fetch it on their own mistake. Can you pls contact your polokwane guys to courier it& i'll give courier the old decoder - simple solution. I want this to be solved amicably. Thank you.

Here's the old device serial number : dsd1110MCSU***x7