Multichoice dstv

We got the price lock promotion explora from multichoice in February 2019 at Multichoice Centurion. We have dual view and the accredited guys came and install it. Since then we have problems with our secondary decoder. Each and every 3rd day we drove 27 km to Centurion to get our explora reset because we cant watch. Record or rewind or even watch catchup. We went back for 5 times and then they gave us a on 15 august a serviced 2nd hand one. 2 days further its still the same. Its working 30 percent and still we dont have catchup and cant record. The message said dstv catchup is not available in this country. I think they must send their technician to come and fix it. Catchupt is part of the package of our contract. We realy are now fedup and cant go on like this. Can you please help. We took insurance out and it seems it doesnt help at all. They must give us completely a new one.