Offline Multichoice

A totally dissatisfying service received from multichoice. I reside in the South of Johannesburg. The most convenient multichoice outlets for me are : Mondeor and Mall of the South. Unfortunately 3 weeks ago my decoder got faulty completely refused to work again, I decided to take to Mondeor for testing and they advised I get a new machine especially since the decoder was insured, after telling me my machine is an old model and I cant swap for a newer one, the one I qualify for is out of stock the :Lack of service delivery begins here !!!! Where their systems are offline and recommended that I call before returning. I called the number several times without going through. Thats when I decided to try Mall of the South, Fortunately the first time I called the outlet the phone was answered and suddenly I do qualify to swapped for a newer decoder only for them to tell me that there were offline and should call prior to visiting the store. So I dd just that I called to the store several times and well no one picked up...like ever! I decided after a long and patient wait with a no decoder, with my kids missing their Favourite shows and me being expected to pay for my subscription, I decided to give both stores a visit and guess what?? Yep!, OFFLINE!!!!! I have been without a device for 3weeks now, I pay monthly not only for subscription but also insurance. Something needs to be done for us get proper assistance when we need it. I am really not happy about this, Highly disappointing and really exasperating to say the least.