Costly cost of following consultants advise

Good evening... I have to say that I have completely lost confidence in your customer center agents. I have received very good service the years but it seems that those days are now long and gone.

So our secondary decoder has failed to load in the past couple of weeks... The decoder would switch ON, load frequencies and the unfortunately get stuck on the blue DSTV splash screen. I reached out to the customer center and after several attempts to reset the device the problem still persisted. The consultant then diagnosed that the problem was due to miscommunication between primary and secondary (she advised that this would be usually caused by the satellite dish having shifted from its set position due to strong winds)... we had to call out a technician to assist to reconfigure the dish, poor guy did all he could but he still would resolve the issue (the primary decoder is working perfectly at the time), I then called customer care once more to explain my situation and was referred to take the decoder to a DSTV walk in center as the technician there would be able to assist, today i drove all the way to Randburg to have it looked at. and after several attempts to reset it had failed, i was eventually told that the fault was on the hard drive, and nothing could be done for me as i dont have insurance (a quick resolution was for me to take up a contract for a decoder (while still currently on a 24 month Premium contract). I rejected the offer After so many consultations, and about R800 in cost (technician call out fee and petrol), i today come home with a decoder I cannot use (that i cant decide whether to throw away or not). I honestly feel that i was ill advised by your team, I am certain that if I speak to a different consultant, I will be told a different story. and this has unfortunately affected us financially. I am not even sure what to do the decoder. can I please get a solid regarding this. I am not happy at all. I really hope you could improve on this...