Decoder Issue

I am disappointed in the service I have received. I have been a loyal customer with DSTV for about 10 years. My decoder has crashed on Monday, called the call centre that evening and was advised I was prepared to upgrade to the Explorer for an extra R100. I was advised this will be escalated for me. On Wednesday after receiving no response, I called the call centre again and had to repeat my story to 5 different agents 5 times. I kept getting told that this will be escalated. It is now Friday and I have still not had a phone call from DSTV. Called again now and had to again repeat my issue and I have now been told my Priscilla (Supervisor) that I need to send an SMS to 41424. Only to receive a message back that I will get a call back in 48 Hours. RIDICULOUS!!!