Bad service

I received the latest decoder from Ontime or it's Onetime, not sure of the name because I thought it's coming from DStv. For the past 3 weeks I have been calling Multichoice to get assistance with this decoder as it is not working. The last consultant I spoke to told me to call Ontime/Onetime as the decoder is from them and on their side, it doesn't appear under my name. He gave me those people's number. For 2 weeks straight I have been calling those ones as well and to no avail. The last consultant I spoke to said the person that deals with my type of query which is to register this decoder under my name has not been coming to work. I've now taken the decoder to the DStv shop they charged 380 and they are also not sure if they will get it right. Here are the reference numbers for my query *** and *** for Ontime. I'm very disappointed at Multichoice.