SHOCKING SERVICE ANDE RUN AROUND

Very frustrated with total lack of service Our Explora 3B hard drive has stopped working We had a faulty message come up We have insurance Started with WaterGlen DSTV where I have had great service in the past Was told they have in stock but there is a problem with the swapping link on computer. They would see what the can arrange and phone me later. I phoned main Multichoice call center they said the technical problem has been sorted we can go and exchange. Waited no phone call Phoned Waterglen again to be told they have no stock Phoned Multichoice again got someone that wanted to test my decoder despite me telling them it had an error message and eventually the call dropped Decided to phone again the call center to see if we can go somewhere else Helpful person said yes go to Gezina DSTV they will definitely help. We live near Brits so before heading all that way I phoned the number. Rudely answered and said they dont do insurance claims and put the phone down. So now what is this a **** we pay our insurance and cannot exchange our machine or a **** to get you to buy a new one out of frustration. The Multichoice call center said they should at least have refurbished machines. Are our machines being replaced with refurbished machines thats why we have continuos problems ???? Do I have to travel probably around 100km to Randburg to exchange my machine. Is this service !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!