Bad Service

I would like to complain about the service delivery experienced from DStv . I had a PVR decoder which started giving me problem. I was then advised by DStv that i should bring it in as they have discontinued PVR's. I went to their offices in Randburg and was given the Explora decoder which i qualified for due to the insurance cover.I then advised the consultant that was assisting that i would need another channel as the PVR had this functionality. The consultant then advised me that i would have to buy a extra decoder of which i bought two. I asked if this would be a problem with installation and was told that this was covered by my insurance and installation was free. I was then advised that a technician would call me to make arrangements for the installation. When i was at their offices i did advise the consultant that there is no one at home in the week and this will have to be done over the weekend. I was assured that all was fine and i should wait for my call. the technician called me on Friday to make arrangements and he assured me that he will be there at 11:00. I agreed explaining to him that my helper would be there as i had family commitments on that day. The day of the installation my helper who advises me that he still has not arrived and this is 12:00. I call him to find out where he is he then advised me that the installation he was working on in the morning too longer than what was expected. Understandably so these things do happen. I then follow up with my helper to find out if everything has been installed and she advises me that the technician only arrived at 17:30 which is unacceptable. My helper was waiting for him the whole day and this is on her way out that he arrives. I don't think that this is fair and unacceptable on every level. I then get a call from him stating that he is going to charge me R800 for the installation of the 2 decoder. This was never explained to me when i got them from Multi Choice that this would be an additional charge. I am beyond irritated by this technician with him arriving late with no apology or giving me a headsup that he is still running late and to add to this he still wants to charge me for a service that was explained to me would be free. My helper had to leave so i advised him to excuse himself and not do the installation as there is nobody at home. He then calls DStv to complain about this to ensure that he covers his tracks. I call to report this and i was advised that they will call me back on Monday to sort this out. Monday came and went and there was no call from DStv or any apology. I then call them on Wednesday to find out what is happening i can't seem to get any answers - only feedback was that they are sorry about the bad service and that the installation of the DStv is at my cost and a technician can charge whatever rate that suites them. Please tell me what service is that - there is no standard rate of the installation. This is a thumb suc****!. I was also advised that a technician will call me to make arrangements. It is no Friday and there has not been not one call from DStv. Two at the end of the month i will be addressing another complaint due to the extra channel that i have that is not being utilised due to Explora that is not installed to give me access to the extra view.

I would like to understand is the way a customer is handled by DStv and what are the measures taken to ensure that one is not subject to this unacceptable service.