Multichoice DSTV new system cannot do SWOPS

I took my DSTV compact decoder on the 01/08/2015 to Multichoice Princess Crossing Agency in Roodepoort to do a swops because mine is faulty. The new software which multichoice has migrated to continously gave technical errors therefore the replacement decorder could not be loaded. On advice of the sales staff I left my decorder behind and collected it on Tuesday 04/08/2015 and I was advice that they still cannot do the swop I must try other centers or drive to head office. I said hell NO. I then wrote an emial to [Email Removed] on the same day complaining about this. On the 07/08/2015 I got a responds from multichoice team *** wanting to know if my decorder problem as been resolved. After confirming that it was not I was informed that they will get back to me after contacting the Agency office. I went back to Princess Crossing Agency in Roodeport on the 08/08/2015 hoping that the technical error has been resolved. I spend over an hour still the swops could not be resolved. I send a follow up emails to multichoice on the 8th this time with no responce. I am still sitting with a faulty decorder.