Pathetic service from consultants and supervisors.

I went to Dstv offices today to do an exchange with the current decoder that I have. I am paying an insurance for the decorder since 2013. When I got to the consultants they could not help me. We couldn't get help because they said the decoders at their office have an error and the supervisors know about this issue. They have tried many times to get the supervisors involved but they do want to help. After so many years of paying insurance the company doesn't want to change our decoder, and this is the time since 2013 we have tried to do an exchange.