Faulty DSTV Explora decoders

We have endless problems with our Explora decoder. It keeps on freezing and rebooting. We have insurance. So we came in to Randburg customer service with our Explora and it was exchanged for another Explora. It continued to have the same problems. We then went in and swapped it another time, still the same problems. Freezing and rebooting over and over. The 4th time we came in we spoke to a manager who then swapped the decoder for an Explora 2 and said if we continue to have problems, we must check our installation and then also complain as well.

So our complaint is that each time we come in, we are given a refurbished decoder to replace a refurbished decoder. We have just spent money with an accredited installer to come and check our installation, put a new LNB box, check and replace cables and he has confirmed it is the decoder that is an issue. This is the 5th time we will be swapping out the Explora decoder. The installer has checked the decoder for us at the service centre, changed the cables and LNB box and this decoder is still doing the same thing, freezing and rebooting.

We have wasted our time and money trying to sort out your faulty decoders.

We don't see why we must pay an additional fee for the Explora 3 if your refurbished Explora 1 and 2 decoders are all faulty?

We would really appreciate it if our insurance could actually service us with a brand new Explora decoder without any charges. We don't want another refurbished decoder. We cannot continue like this. We are finding this ridiculous seeing as we do have insurance but yet still can't get a working Explora decoder. Something is not right.

Please help!