Pathetic service from DSTV

We have a problem with our dstv decoder and are struggling since 2 September 2025 to exchange it. As per Dstv insurance an installer must come to change our faulty decoder. And this is a stupid rule. My elderly parents struggle to what's their problems because no one came to replace the decoder yet. I have spoken to Thobogu..Malefakongo..and Lucy sent me and email. (Apologies for wrong spelling of the names). Today is the 13 October 2025..and we are still waiting. The Call Centre and the Agents are useless. I don't know what else to do.