Shocking Service from DSTV Insurance

I have my DSTV Decoder insured through DSTV Insurance, the Gold Device Care Plan which costs R99 per month. The Insurers claim that you can exchange a faulty decoder at any time. My decoder has been faulty for months, but each time I go to a Multichoice dealer they have some excuse not to exchange the decoder. The plug the faulty decoder into a computer and reset the decoder, from experience I can assure you that this makes absolutely no difference. Three weeks ago I took my decoder into the Multichoice branch in Benoni. A very pleasant lady attended to my complaint and explained that with the policy I have, she could not exchange the decoder, instead she told me that a DSTV agent would deliver a new decoder to my home and do the installation. She submitted the claim on my behalf and told me it would take about a week for the agent to come and install the new decoder. Three weeks later, I have heard NOTHING from DSTV. I have lodged a complaint on their comments site on the Multichoice website, this was ignored. This morning I phoned the call centre and after giving the agent all my details she asked me to hold on while she investigated. Whilst I was holding on I was disconnected. I am not surprised that DSWTV are losing subscribers by the millions, with this kind of service they are very lucky to still have subscribers!