PATHETIC SERVICE and POOR KNOWLEDGE OF PRODUCTS

HI. I recently purchased a DSTV Explorer that only worked for a few days. Since the 2nd nov all HD channels and PVR facilties wont work. Despite numerous attempts and almost three hours of trying to resolve the issue over the phone (at my cost) no progress has been made. They keep saying the matter will be escalated but to no avail. I refuse to call back as it is costing me money and allot of time. I am not sure what steps to take next as I am being charged for services I am not receiving.