Poor service

I've been using the old PVR not an Explora for more than four years. when i got my PVR i took also insurance on it. Three weeks i got a message on My PVR that the hard drive is damage must take it to dstv. i took it to dstv in Jabulani Mall. The consultant told me that they don't have stock and they don't know when will they have stock , he will call me to let me know when they have stock. he wrote my name and number on a paper and till today he hasn't called me. I've been calling they don't answer the phone you have to dial them four times before they answer your call and till today they don't know when will a replacement PVR will arrive. I have 2 premium subscription and a compact package never missed a payment. If i did miss a payment my account is suspended immediately but when you need to change my PVR it takes 3 weeks. Why should i pay for these poor service?