Service not the same for all customers

Good day, I went to Makro Bloemfontein (which has a DSTV Service Centre) on Sunday 25 March to have my decoder tested, as advised on Facebook. From Friday 23 March my decoder scanned continuously. I could not go to the RF Technologies, the DSTV agency in Bloemfontein, as they are closed on Sundays. The person who works at the DSTV service desk was not at work, so the Makro multimedia sales person assisted me. First of all he couldn't test the decoder, then he told me I have to buy a new decoder as mine is old. I enquired about my insurance, but they told me it is only valid when my decoder is hit by lightning. So I bought a new Explora decoder, trading my old one in and paying R499.00. They didn't tell me I needed a smart LNB, so I went to Kloppers Bloemfontein the next day to buy it, costing R449.00. Today my mother went to Makro as her decoder had the same problem as mine, scanning constantly. Their system was down so they sent her to RF Technologies, the DSTV agency in Bloemfontein.. There she was told that as she has insurance she gets a new decoder and smart LNB and dish for free. This means that I should also have received a replacement decoder for free, surely?? Please advise, as I would really like a refund of the money I paid unnecessarily! Surely all customers should get the same service and treatment?? Thanks.