BAD SERVICE!!!

Due to Eskoms load shedding it damaged our decoder and doesnt pick up signal since 6/2/15. I was told by DSTV call centre that i must go to the nearest DSTV shop to assist in checking the decoder. We took it to Dstv Aerial and Satelite on 7/2/15 in Greenstone in the East rand of Gauteng. They said the decoder is damaged and will be replaced as it is insured but they were offline and had to come back another day. We then went back on tuesday 10/02/15 they were offline again and we sat for nearly an hour and the queue hadn't moved 1cm, so we left!! My boyfriend then went in again on 12/02/15 and he was told he would wait up to 2 hours as they were offline, so he left, my mom went back today 13/02/15 and they were offline AGAIN and queues are ridiculous!!!!!! So between all the driving up and down who is paying for our petrol???? and we have paid the monthly fee of which a week we havent been able to watch because they are ALWAYS OFFLINE and cant assist in just replacing our decoder, so who is paying for my monthly fee that we already paid for but cant watch?? Im sorry but this service is disgusting!!! I would like answers as to how you are going to fix this??