DSTV poor service

My decoder expired and I contacted my local multichoice representative, they checked it and told me that it had expired. I went to their branch in King Williams Town and they told me that they have restarted it and I do not need a new one. When I got home it was still not playing this was around October. I sent them an email enquiring they called and confirmed that I have insurance so I must receive a new one I asked if it could not be sent to me via courier and I will pay the courier fee they said no, I then asked if they can contact the King Williams town branch and arrange it for me and let the King Williams town branch contact me when it's there so that I can come and collect as it is costly to go there and previously I was sent back. They did not assist me with that they said I must just go there and get a new one. They also added that they tried contacting me but when I told them to call me back again they did not my last email was in November and I am still waiting for them to call and arrange it for me as I had a bad experience and I wasted money going there and coming back with nothing.