Dstv decoder replacement

i complained to Dstv about my decoder not being connected after paying it on the 5th of this month, yet today is 12th and still nothing seems to be done. Tried using the self service but it didn't work. on the 8th i went to their store in Khayelitsha mall, Cape Town and the manager could not assist me. They said i should pay for another one but my issue is that i didn't break nor fiddle with it and i feel they should replace as the fault lies with them.