Poor Installer service

My wife's grandfather purchased a decoder from PEP stores in Barkly East on Friday, 5 July 2019, an installer by the name of Dikela installed it on Sunday, 7 July 2019. Now Tuesday, 9 July 2019, the volume buttons on the remote stopped working, we went to PEP and they informed us that only the installer can replace the remote. He informed PEP the we must go to Aliwal North to have it replaced, this is 200km away.

I called him directly shortly thereafter to try arrange for him to perhaps drop off the remote at a collection point for someone to collect it for us, but before I could even get to that stage of the conversation he becomes rude and interrupts a person constantly, when I tell him to stop interrupting me and let me finish, he gets upset and hangs up. He is no longer answering my phone calls at all which I now take as a sign of refusal to replace said remote.