Bad experience with explora promo n PVR features

We only have a week upgraded to Explora at an addition of 99 promo but to tell the truth we experiencing more costs as than we were supposed to be paying an addition of 99 from the compact plus. We had to pay another additional amount to activate PVR features, what exactly is the purpose of explora doesnt it come with PVR features thats was our question and we were informed tht everything comes in tht 99 rand for 24 months with free installation. Within this 2 weeks after the PVR issue was fixed then hard drived damaged, the PVR feature is no longer working again. So we called multi choice to come and replace the decoder because we are experiencing a problem with it sometimes it works sometimes it doesnt, its not even a month so they telling us to take it to head office, how possible is that?, but when i asked if i want to cancel it they telling me that they will send someone to collect it, then why not send someone to come and replace the decoder so that i cannot pay an amount of 750 every month which was never an agreement still, you just decided to sell something that is not on promo by paying extra costs, this is wrong you better fix this mess and come and collect your decoder and bring us the new one i cant be going ups and downs to Randburg as if this decoder has been with us for a year or so.