Multichoice PER service very poor

I'm very disappointed with the service received from Multichoice in Port Elizabeth. My wife took our old SD PVR in for the trade in option on Saturday 21 April for a payment of R799. The switch was made and nothing further. I then went to Multichoice on Tuesday 24 April to find out how I must plug the cables in when a consultant advised me that I should've taken the R200 more expensive option which included a 80cm dish, LNB and installation. When I asked if my initial transaction could be reversed and then re-purchased to the other option they said that it is not possible. The problem that I have is why did the consultant who did the trade in on Saturday not advise us on the various options? Should I as a customer know all the products and options or is that the job of the consultant/salesperson. No effort was made by the 3 consultants on Tuesday to even get a manager to help me or to find out if they could assist. I'm very disappointed in the level of service that I received and will re-consider my contract with DSTV.