DStv Platinum Device Care Plan policy

I am under dstv platinum device care plan policy and I was promised a platinum service that I will receive prompt response to my DStv concern and that device care cover will continue without any waiting period. I experienced a problem with my decoder and I went to my nearest DSTV site with my decoder for testing. The technician was able to confirm a fault with my decoder and told me they will not be able to replace my decoder due to me being in dstv platinum device care plan of which I must call a number. I called the number as given and I was taken through a sequence of prompts and the service center claim that the site was suppose to help me and they can not help from their site and after along time if back and forth I requested the superior on duty to come and was still told how they can not assist me and the only thing they can do is escalate the call. I'm saddened by lack of help received from the DSTV team especially given the platinum service as promised. The frustration is having guests who can not use the service you paid for and the level of service you insured the device for. I can not recommend anyone for this level of poor service.