no value for money paid

On 21/10/2015 I went to multichoice springs to exchange a damaged decoder I could not get help due to stock take I went back on 22/10/2015 it was exchanged when I get home I switched it on it gave error code 16 I called the call center I was not helped on 23/10/2015 I called the call center twice still no joy 24/10/2015 I went back to springs the shop was closed all staff went to a funeral I am now frustrated cause the error code is when you have arrears and my subscription is up to date if you skip Payment by one day they cut services now I have paid for services that I can't enjoy and multichoice don't even help I have drove to springs 3times as if my car does not run out of petrol call center wont open a signal that is locked they don't even call back to check if everything is okay please help.