Insured PVR being replaced Explora

I logged my complaint with DSTV - Ref: **********

On Monday 23 October I came back to the PVR device having "Boot" on it. I tried rebooting but it gave the same message.

On Tuesday 24 October I took it to DStv Agent, and they explained they will be able to change my unit. Now, this option may be desirable to many, to me - it's the pain of loosing the recorded information dating back to 2009. They even explained that not much can be done since they are unable to fix my unit and can exchange for an Explorer.

I do not have an Explora because I cannot afford installation thereof nor pay a cent towards it. I do not have an Explora or any other device because I am going to loose the content on my PVR. Most importantly, I am insured to have this unit fixed or replaced. Therefore, why do I have to spend a cent on a new installation for Explora when all my PVR connections are working fine.

I am seriously aggrieved and extremely shocked and saddened by this - I have been paying insurance since 2009 and when taking out my insurance there was no indication that I would be required to reinstall dish, connections and worse even pay +R1700 for these.