Poor service & no test centre

I had a problem with extra view and after an hour on the phone with the call centre, was told to take the decoder in for testing. Had to drive to Umhlanga, as there isn't a test centre in the Highway area, only to be told that they require both decoders for testing!!! Why didn't the call centre representative tell us that at the time of telling us to take the decoder in for testing?!!!! Annoyed at the lack of concern.