Disappointing Service

My decoder was deemed faulty the beginning of this month, was advised that Agency doesn't have stock and need to keep on calling to check when stock is available so that it can be changed since i have insurance . I even lost count of the number of times i contacted Dstv agency in Jab Mall but i remember the first time i called they advised that stock is available and i then went there after work only to be told otherwise. i am very dissapointed with the service i received from the store and Multi choice inquiries/complaints as well as i sent an email on the 07th regarding the issue and asking if i will be reimbursed since i haven't received a service but my account is up to date and they haven't responded to my emails. I want to know when am i going to get a new decoder and also what's gonna happen since i paid and i haven't received service. I am not gonna call the store anymore