No idea how to help

Installed the Explora on Saturday and now the PVR is not working. After being on the phone and online still not working. The PVR did work until we were told they cannot do anything to help us because everything crashed on your side Saturday. <br> Some one from the extra department phoned me today at 11h00, but was in the car and she said she will phone back at 12h00 or 15h00 but she did not phone back. We are on the phone again and I am so sick and tired of this, does it really take 3 or more days to get the problem sorted out. I have to pay my account on time or I get cut off, but does not get any discount. It has cost me an extra hour for installation on Saturday because no one could help, plus an hour on the phone, the Sunday 3 hours via internet and today on the phone again. Now we are told that we must have the decoder checked because it must the decoder, how can it brake if there was nothing wrong with it. Now I must pay petrol to take it in to have it checked.