DSTV/Multichoice Monopoly but no Proper Communication Protocols to its clients about delays

I have an account that dates back many years a Premium package client. My two decoders are giving me trouble. I called Puleng Kele who apparently works from home I app**** for two new top of the range decoders. She said that the waiting time is 48 hours. It is Saturday. I called DSTV today and spoke to me and when I said that I had already app**** for she started giving options. She would "escalate it". I then said that I would like to talk to her senior she asked me to hold. 25 minutes of listening to elevator music, and then the call dropped. DSTV/ Multichoice have the monopoly of this industry: if they have manufacturing new decoders come clean with their customers: my account number is ***3.