poor customer service

i recently purchased a decoder for 899 online through hifi crop ..it's suppose to cone with free installation and 3months subscription i have spent more then an hour on the phone trying to resolve this.mid you m calling with my own money they keep disconnecting the call and will have to start all over again.staff is not well trained on the promotions that you have they don't even know what i am talking about.i have never experienced such customer service!!!