Poor service from DSTV Maponya mall

I got to Dstv in maponya mall today the 30th November 2020. I have a faulty decoder which i purchased in 2010 and is insured. I got to the store 10:30 and i was told to join the queue. Around 11:30 i was told im in the wrong queue and had to queue outside of which the was very rude. I did just that and then @13.10 we were told that their system are offline. Im a female aged 58 and have been a loyal customer to Dstv for a decade now. When i need assistance with an insured decorder, i dont get any adsistance. May hellopeter please assist because my decoder is not working