Dstv explora delivered without switch

Ordered my explora and opened the box to find that the switch was not included. Why is this the case? Call centre operators are completely useless (Thandeka) from the call centre does not listen to query and shuts me out of the call. Speak to another operator and they cannot tell me why the switch was not included, but that I need to purchase the smart LNB. I called the dstv installer who installed my previous hd pvr in May this year who sold me a quad LNB and he says that I must pay again for the smart LNB although he advised me that I would not need a smart LNB in May. I should be able to swap out my quad LNB that I purchased 3 months ago for the smart LNB and/or receive the explora switch ASAP. If this does not happen in the next day, I am taking further action.