Pathetic Service Consultant at Randburg DSTV walk-in centre...

I went to the DSTV customer walk-in centre in Randburg on 25August2023, have issues with my secondary decoder error 143-0. The issue is with my explorer 1 decoder which is insured. I was allocated to be assisted by a lady in counter 35. First of all she made me sit there for close to 20mins because she said she needed to go to the toilet, why did she call me to her counter if she needed the toilet first? She needed to switch my explorer because she discovered that mine has a problem. She couldn't do the switch because she said there were issues with the system. She then said she will give me a call on Sat if not Tuesday if I was lucky. She has not called me and she said I must not come until she has called me. I feel that the service there is pathetic and horrible because the consultants all they do is chat to each other the whole day without actually assisting customers, I am ****ed off because I took a day off work to go sort out my decoders, I am still sitting with a decoder that doesn't work. And if I am paying insurance, why is my decoder going to be replaced with reconditioned one instead of a new one? I am a loyal paying DSTV customer and expect better service when I go to the Randburg customer walk-in centre. Can you please call your service consultants to order, they there to work and service customers not to play around and chit chat amongst themselves the whole they. I need to know when my decoder can fixed so I can watch the extra view that I pay for and why I wont be getting a new explorer decoder because I do pay insurance every month for it?