EXPLORA DECODER INSURANCE

I got insurance for my explora decoder from multichoice a while ago. My decoder started malfunctioning about 3 months ago. I took the decoder to Mondeor agent on Monday. I had to wait almost 1 hour. After they tested they gave me a refurbished one. I told them I have insurance and they must give me a brand new one, They said they are only authorized to give a refurbished one. This refurbished one did not download anything from catch up at all for 4 days. When I called dstv, I was told signal, etc is fine and machine must be faulty. Anyway, I went back to the agent, they tested and said I must get another refurbished one but they did not have in stock I checked today but still no stock. I called Soweto agent. They have but system is down and they cant give me. They also said queue is long, may take 1 hour. I still dont have catch up and paying the full amount. <br> What kind of service is this! I must pay nicely for the insurance but when something is wrong instead of getting a new one, I must be ok with a refurbished one. I already spent 5 hours to get this right. I must still go back to the agent., spend more hours. This is disappointing and annoying! I'm tired and want a new one