Bad service and wrong advice

I called on the 25th to call center. The lady promised to send an email to the relevant department and call me back after 2days. 2 Days again I call, the agent said I should take my decoder to a their shop. The service was just as bad. They have no urgency at all. They don't greet you, they don't smile, it'sas if they don't want to be there. Eventually I got help. The person said something about the harddrive and said he will have to reset it, which I will loose my recording. I asked him, is he SURE it's the problem. He said usually, which actually meant he doesn't actually know. So, I told him, it's fine, he must do what he must do, if it will fix the issue. Today I see, whatever he did. Was not the resolution of the problem I still have. Seems to me your agents do not know what they are doing or not properly trained. Can someone which have more troubleshooting experience call me please to assist me sort out my problem