DSTV disgusting service from Staff

Good day

My Dad is the account Holder of a DSTV account ID Number as follows ***.( Mr G Narayanasamy) He is also an insurance policy holder for his dstv device .

Due to him being elderly my fiancé took his device in for him to the Websat store which is an accredited DStv Agency , Address 39, Shop 6B Maritzburg Arch , chief albert Luthuli street in Pietermaritzburg

The first interaction was with a gentleman at the store which at the time he seemed pretty helpful, unfortunately I don’t have his name . Our device signal strength was low so they replaced the device for us , and charged us R100 for a cable as they don’t replace with the cables. I would like to also find out if an DSTV agency does to this or not , when we tried this at home we discovered this replacement device is not compatible with our current set up at home.

My fiancé then took it back again , the guy then explained him to him to try something else which he did do and it was still not working . He then took it back again today the 17/10/2019 to ask for one that’s compatible with our set up as my Dad is paying his insurance for the device , or to give us back the old one so we can escalate. The stated they don’t know where our old device is , mind you just 2 days earlier was our interaction with them, when he asked for a refund on the R100 we paid and a receipt as proof , they said their Receipt book is damaged and they cannot give us proof . The employees by the name of Kribashi and Dineo were absolutely rude , Kribashi stated asking for a receipt was silly and she doesn’t worry about silly things like that . She also further states that this is not her problem . Furthermore more after the interaction , she mutters under her breathe that this is full of **** , no understanding or trying to assist is appalling. My fiancé did leave the new device at the store as we cannot use this device and the service my dad is paying for .

Also had my dad gone in this would have been such a horrid experience to be running up and down only to not be helped, please can someone assist and explain how can we recover our old device or get one similar to our old device. And can someone also please also find out if charging the staff for cables etc on replacement and should a receipt be given on purchase and no paperwork was given as proof of transactions in store. Also I would like to hear the feedback from all the staff involved as to how do they deem their service that to be of high standards and the owner to be aware of the level of work ethic their staff has. I also work in customer sales and service and I know this is not the behavior you treat customers with .