Bad Service delivery!

I ordered a DSTV package from DSTV and was approved on the 7th of April. I did not yet received my decoder. This is pathetic service!!! I complained in their live chat option 6 times already with all 6 of them telling they escalated the matter to the so called "Decoder Team" but still nothing happened. I have requested to have the "Decoder Team's" contact details so that I can contact them directly and do DSTV's work for them just to get the reply that I should wait for them to contact me!!! I have been waiting 12 days for them, what is going to be the difference now!!! I am so fed up with poor service.