Call center has done it yet again

I called Dstv call center again to get help with my decoder the harddrive is apparently *******, I've spoken to Nicolas Ngwenya who said that it is broken and I need to take it to Multichoice and get it exchange which is not true. I don't understand why if one cant help me to at least find a person who can do that. I have experienced the same problem last time and I got help over the phone after I've sent a complaint. Multichoice really need to take their customers seriously I mean we use our own airtime to make a call for nothing most of the time, this is very annoying.