JABULANI MULTICHOICE CENTRE

My mom recently decided to reactivate her DSTV account, she was made to pay an amount way more than the subscription fee and reconnection fee, which i really didn't understand...as if that's not enough .....her decoder is not working, they took it to the Jabulani mall service Centre, they were told they must come back to get new decoder , they went back on the specified date and were told no they now need to buy a new one....Someone please explain what exactly is happening here....this is very unfair, for someone to pay for something they will not enjoy....Someone resolve this urgently please