Multchoice Service is terrible

I had a issue with my PVR Decoder. The hard drive is not working, therefore it is not catching up or recording. I took it to one of th DSTV Agencies in Spruitview on the Eastrand. I went there at 10h00 am . They checked the Decoder confirmed that it needs to 6replaced because the harddrive is damaged. They also confirmed the insurance, however told me they can exchange it because they are currently busy with stock taking and that I should come back after 14h00. I went back at 15h00, again I was told that they are still busy with stock taking. I left went back after 16h00. Then I was told that there is arror message, which is preventing them from exchanging the Decoder. What made matters worse is that they were very arrogant about it. I had no choice but to leave with the broken Decoder. I then called the Multichoice call centre I was told that they cannot assist. The matter will be escalated to a Manager who will supposedly call me. I am still yet to receive that call. To make matters stuck with a broken Decoder yet I have been a loyal customer for years. I am highly aggrieved