Price lock approved and still the installation is not happening after a month

We took in our faulty Explora 2 decoder to the Multichoice head office in Randburg on 6 April 2023. We were told that it is a temporary fix and the decoder was faulty. We then signed up for an ULTRA decoder on the pricelock package and it was immediately approved with a promise of a installation in 4 days. 2 weeks after, we received a phone call asking if we are happy with the installation which never happened, I phoned again on the 27th April 2023 and today 4 May 2023. Still no feedback or installation from multichoice. BAD customer experience and service.