BAD CUSTOMER SERVICE

I bought the Explora Almost two years ago and i insured it. Last year it started giving me problems. We cant catch up or record and i was advised to take it to the nearest DSTV outlet of which I did. the I was send to Garsfontein and I went to. I was number 102. They gave me the reconditioned one on Saturday. I asked why am I given that then I was told it is written like that on their contract. Now it is showing the message that says the hard drive is ******* and i,m advised again to take it back. All I want is for them to give me the new Explorer because I'm paying the insurance. Please assist.