Exchanging of faulty decoder

I received a pvr decoder from my parents and it was fairly new. I then tried to connect it but it gave me problems. I then took it to a branch at festival mall and they referred me to greenstone where i was told it would be swapped because its broken. I went to greenstone and i was told there was no stork but i should leave my details and id be called to come and collect a new one. I waited for the call and i went there after almost a month because i did not receive a call from them. When i got there i was told i needed to pay R600 for the new decoder. I was shocked because when i went there earlier in the month i was told there would be no fee. I explained to the same gentlemen who helped me the last time that i am not happy and he told me that he 'thought' i wouldnt have to pay which also has got nothing to do with me. Earlier when i went in the month there was a gentleman at that store shouting and cursing. I know understand because we are promised things and when they are suppose to deliver they ask for payment. This is unacceptable and i will not pay for something i was told would get for free. MULTICHOICE must train their staff to be loyal!