Bad Service, I don't care attitude

Last year I went to springs because my decoder was faulty I was assisted by a gentle man, He was the only guy that was working that day . He checked my decoder and found out that it was indeed faulty. He said in order for them to replace my decoder they "head office" must remove something or old decoders in my profile and it normally takes 24 hrs form them to remove that thing . I went back the following day and they were busy moving to their new place and He advised that it was not removed and he will escalate the matter. He will contact me as soon as it is removed so that they can do the replacement because I have insurance. He never did and due to my working hours I could not go back but I called dstv and asked them to if these something that needed to be removed in my profile order to get a replacement of my decoder they said every thing is in order I should just visit the branch. I could visit the shop because of my work schedule but last week I ask for a half day I went to the branch same guy assisted me . He said that thing was not removed He will request for it to be moved. I was surprised I told him that I called the head office and they advised that everything is in order but he said I should come back tomorrow and I told him I can't he advised that I should called insurance company and informed them about the matter they will come to collect by my place and their number is not working , He promised to call me every day to check if my issue was sorted since he was going to escalate my issue ,Dololo calls. My conclusion is The guy doesn't want to help me. 2 He doesn't care because why make a promise if you can't keep it is like it is a system to get people out of the shop. I will never go back there. Can I get assisted