DSTV Bad Service

Dear DStv please could you perhaps assist and explain to me why it has taken 4 days to sort out a faulty decoder issue, which by the way has still not been resolved. Last week Friday (31/05) I went in to your N1 city service centre, to replace my old pvr explora which seemed to have reached the end of its life. I received a brand new one, had it installed and all seemed to be working. Over the weekend however, i noticed that the PVR functionality was not working, i.e i could not pause, rewind nor use the catch up function. I contacted your call centre to assist on the Monday, only to be told that they had never seen this type of error code before and could not understand how a new decoder was having issues, and that the decoder itself must be faulty. Now imagine my irritation when the call centre agent then instructed me to drive all the way back to N1 city (after I explained to her that travelling that far is an inconvenience as i reside on the other side of Cape Town) the answer I was met with, was "there is nothing more i can assist with" and when i requested that a technician come and assist as clearly the decoder was faulty, I was then told that I would be charged an additional fee! how is it that a faulty decoder which was given to me by DStv becomes my problem when it doesn't work? surely, as the customer your call centre agents should do more by assisting and ensuring that all plausible avenues are met before instructing the customer to fix the problem themselves? considering the amount of money we as subscribers pay on a monthly basis, you would think we would receive better service! After all this I requested to speak with a supervisor/team lead and was then told that my issue would be escalated and a team lead would contact me during the course of the day. At 3pm, I had still not received a call and decided to follow up, only to then be told that turnaround time for escalation calls takes 24hrs! at this stage i was livid, but unfortunately decided to leave it and wait for someone to call me back. Today is Friday, and all Dstv has told me is that they have escalated the issue. This entire drama could have been avoided had they just sent a dstv certified technician to come and collect my faulty decoder and replace it with a new one. Its basic customer service! But instead they have been wasting my time with back and forth messages on how they have escalated the query and waiting for feedback. When it is quite clear that they themselves do not know what the issue is. As a customer for more than 20 years, this is by the worst dstv experience I have ever had!