Bad product bad service appalled !!!

So I have this multi choice decoder insurance for over 2 years thinking it would help but when needed it failed me tremendously as I have been sent back and forth to multiple stores whereas not only I have been handed a decoder that does not work AGAIN but furthermore I have been caused over 2 months of inconvenience. Further more the complaints is of utmost incompetence and fail to due the job they are employed for. I do not understand how quick you are as DSTV to forever send correspondence if I don't pay but yet as a loyal customer I would love the same courtesy..