"Over promise under deliver"

Poor service again, second time in 3 months, over promise under deliver I had a faulty decoder, it is insured, I went to Umhlanga where Zakhele helped us. As it was an older decoder and our secondary decoder is even older, he offered us an upgrade scheme with installation to new gen. Wow I was amazed and agreed, he gave us a decoder to bring home for the weekend, which did not work with old tech. he told me the install would be done very quickly and even possibly on Saturday, I saw him on Friday, it is now Monday, I have had no decoders for the entire weekend, called the call centre was on hold again for 20 minutes as the agent looked for the number of the installer for our area, after receiving the number I called the installer who knows nothing about our installation....to good to be true, so now I'm hanging, cannot get hold of the agent on the telephone, so have to get in a car and drive back to Umhlanga to start this process over. if you make offers of this nature why can you not follow through adequately, the agent had agreed to call me by Monday to confirm I had received the new decoder by courier, still no call DSTV you are losing market share, your CRM plan is not working, I suggest you jack it up quickly. I expect DSTV to call me and resolve this issue as a matter of urgency. Thank You Regards Jerod