Service from Multichoice/DSTV the worst ever!

We upgraded to Explora and extra view on Thursday (30th July around 9h00). They told us to connect the extra view decoder and that we would have single view. Nothing! They installed the Explora yesterday and connected it with the HD decoder vor the extra view, Then: no TV at all till last night around 8 when we had single view from the Explora. I phoned in, was told they were aware and working on the problem and would phone me back in an hour. Never phoned back. I phoned them again this morning and was told that they were still busy with the problem and would phone me back. I phoned again about an hour ago and was told the lady working on it was busy with a customer and would phone back. How long can it take to sort out a problem? a year? In the meantime we have to pay for a service that we cannot use. I don't get any answers from them. If it is such a problem why not give us another decoder? We are really disgusted with the poor service and the fact that it takes so long to sort out a problem. We had excellent service from Solomon who installed the system. He walked the extra mile for us.