DStv and poor service

I have audio problem on my DStv I took it to the Umhlanga Durban branch it was tested decoder fine the consultant said the volume was low she increased the volume and I could hear the audio. I got home still no sound. I was not advised whether my remote needs to be changed or if there were costs involved. Sent an email waited for 24hrs no reply spoke to Facebook team checked on.my reference told that the email help desk does not deal with my query but still no assistance from the Facebook team I'm.sitting with a DStv with no audio