Multichoice Replaced my mulfunctioning decor with pre used decoder

I am very disappointed with Dstv Randburg customer center, my decoder has been malfunctioning for few days, it was switching off every 2 minutes, so on the 4th of May 2024 i took it to Randburg customer service center in Randburg, they exchanged it for me, the decoder was not packaged in a box, So on the 5th of May 2024 i realized that catch up is not working, so i called the call center to assist me, only to be told by agent that decoder is pre used it has problem, that is why is not catching up, he further explained that he has received lot of complaints from customers who has insurance, and thats what multi choice does to insurance customers, they fix mulfunctioning decoders that are returned by other customers and they give it to other customers.Now this make sense why they gave a decoder that was not packaged. This is violation of consumer rights and i would this matter to be treated with urgency, and they must give me what i deserve, which is new decoder not pre used.