No feedback on complaint

I lodged this complaint 25 Feb - have sent an email since too - no response since Kristel said they will get back to me:I bought a new HD decoder last week, when I phoned to have it switched on - 13 February 2015 - I spoke to Tsepo Ncwane who immediately informed me that I could have swopped my old decoder for a new one - free of charge - I asked him more than once if he is sure it will be free upon which the answer was yes - he said I can still do it even though I already bought a new decoder - it must just happen before 28 February 2015. Later the same day I phoned again - this time I spoke to Whandile Nkabinde, he too informed me that I can go and switch decoders free of charge - again I made double sure that this is true. He also confirmed that I can still do the change and have extra view installed. I went to Henberg Electronics (I had to take the afternoon off work and drive 60km in total) since I stay in Vanderbijlpark and they are in Three Rivers, and when I got there they told me that I must have insurance to do the swop. I have never had insurance because my decoder was so old, I feel that this should have been said to me or as a matter of fact the suggestion should not..