BAD SERVICE BY MULTICHOICE

My explorer has been giving me problems for few weeks and as a customer who has insurance I took it back where I was refereed to another outlet. The waiting was terrible I was number 102 then eventually I was called to my surprise I was given the reconditioned. i tried to argue but I was told is written on the contract. The one that was given is a giving me problems not recording, catching up. All I want is for Multichoice to give me a new instruments because I,m paying the insurance