inconvenience and bad customer services

Decoder was damaged and since it is insured we took it in to the dstv outlet in soshanguve crossing to be inspected as per multichoice contact centre instructions, the outlet they confirmed they don't provide such services was further sent to Soshanguve xx branch, the outcomes of the inspection there was that the decoder is dead and needs to be replaced , but unfortunately they can't give me a new one even if it is insured because their system still needs to be updated, they further gave me their numbers to call them and check if their system will be updated, as if i work their IT department. I further went to wonderpark branch where they did the diagnoses and said the power supply is dead and the decoder must be replaced, but that can only be done at centuries & RUNDBURG , as they don't have system. Now i will not incur additional R200 worth of cost over and above what we have incured being sent from pillar to post (26-27/07/2015). This week will be the second week of this decoder not working and it still being paid including the insurance sold by multichoice that can't assist. What's the use of having branches across the world but deliver half the service.