Brand new Explorer Decoder Faulty

I have been a Multichoice subscriber for probably 20 years and have two separate Premium accounts. Recently I upgraded to the new Explorer decoder with Xtra View. I paid an installer R900 to reconnect everything. DSTV informed me it would take 48 hours to load Catch Up. After 5 days, and nothing, I called into the Call Centre. After being instructed to reset the decoder to the factory settings and trying various other trouble shooting options still no Catch Up. Yet Box office was working fine. The CC guy took my number, promised to call me within 24 hours and said he would escalate the problem the next day.<br> Another 3 days have passed with no call and no Catch Up. I called the CC again - they have no idea, except that I must take the decoder into Umhlanga (a fair drive away) and get the problem checked out.<br> I must take the time to go to them to solve their problem!<br> At the very least the CC should know what the problem is and someone should be sent to my residence to resolve the issue on site.<br> Why are we at the mercy of giant corporations that do not go the extra mile for someone that has been paying them monthly for a generation? <br> I pay for better service and better informed staff.