Insurance not activated as requested

Good day, I went to a DSTV outlet yesterday to have a change of ownership done on a PVR which I received as a gift from my son in law.We received excellent service from the assistant.She did the change of ownership,loaded the required software on the PVR and linked a smart card number to the PVR.She tested the PVR and it worked perfectly well.The lady suggested that we take out insurance on the PVR and that we can call the Insurance Department from the store.I called the DSTV Insurance Department from the telephone in the store.I stated that I wanted to cancel the insurance on the decoder I used to use and that I need the Insurance Department to activate insurance on the PVR with immediate effect.The sales person from the Insurance Department assured me that my request was successful.We went home and when we plugged the PVR in,it kept on scanning and didn't work.I called a technician to assist.The technician said that there is no problem with the installation but that there is a mechanical fault or software related fault with the decoder.The technician offered to assist by taking the decoder to be replaced by DSTV because there is insurance on the decoder.

Today to my surprise the techician called to say that DSTV alledges that there is no insurance on the PVR.I called the DSTV Customer Care to query this as I know that I took insurance whilst I was at the Princess Crossing outlet.I was treated with disrespect and the lady speaking to me was not helpful at all.She told me to speak to the Insurance Department which will only be open on Monday again!

I am completely dissatisfied with the negligence of the DSTV Insurance Department,disgruntled with the poor service level received from the DSTV Customer Care and the fact that I am being made a **** when I know that I have indeed activated insurance on the PVR.It cost me R800.00 in additional fees to pay the techician for something that is not related to installion but clearly a mechanical or software fault on the decoder.I still don't understand what went wrong with the decoder from the store to my residence,but I have taken insurance to cover eventualities like this and would like this issue to be investigated and resolved satisfactorly.

I have been supporting DSTV every month for years and years already and would like to be treated fairly and with respect.