Customer pays the price for bad processes

Myself and a friend decided to exchange PVR decoders (I have SD PVR and she has Explora). To ensure that I do not have problems when I get to the service centre, I phoned the call cantre AND checked the website. On both, it states that a Change of ownership form must be completed and certified copies of the old and new owners must be attached. It even states that the documentation can be sent via email.<br> <br> With high hopes I went to the services centre, but within 2 minutes it all went south. Firstly I was told that another form must be completed, and as the friend was not there with me, the transfer of the SD PVR to her name could not be done. Then I was told that as soon as the change of ownership of the Explora was done (brand new), the guarantee would expire (WHY???). Then I was informed that the Explora cannot be transferred because there is insurance on the decoder. My argument was that if it is not her decoder, she should not pay insurance. I requested the rep to transfer and then cancel it on my account. Every time I had a question, the rep had to go to some supervisor behind a door. In the end the Explora was transferred, but the other one not. Do not inconvenience me...