Poor service

Dstv sold a new Explora ultra to me and was installed feb/march this year. The 24th of October the sound button of the remote control stopped functioning. The client service office at Horizon shopping centre would not replace the remote and referred me to head office in Randburg. I then spoke to Nosipho at Randburg who advised me their office in Horizon must replace it and they can call her. I phoned Horizon and the lady informed me that Head office does not supply them with stock. I called Randburg again and spoke to Tandeka who told me there is no warranty on a remote and i must replace it myself. I requested to speak to a manager and was transferred to Nonbuso who also blatantly refuse to replace the remote. I told her that the pamphlet indicates a 12-month warranty. She then requested me to send a copy of the pamphlet to the Help department. On 25 Oct Pricilla called me to confirm that they are investigating. On 31 Oct Thobile called me and sent an e-mail that the remote will be replaced but ONLY at the Main Centre in Randburg as it is still under warranty. I explained to her that the cost of fuel to travel to Randburg would be more than the price of a remote at Game and what if a client with the same problem as me stayed in Rustenburg or Carletonville. Her response was it will only be replaced at Randburg. My question is what does a warranty help if the onus is on you.