Bad, service

Im having a very bad service rendered by DStv Multichoice. I'm currently on DStv price lock and my decoder is Insured but i find difficult to get a new decoder because the one i have is faulty and it was confirmed by a dstv agent at Maponya and Jabulani but none of them has stock for explora 3, it has been 3 weeks now,. I called in at the client service and they promised to call me back but they haven't, i find very unfair for me to be billed for a service im not using.