Terrible customer service

5 days now and i have no service on the decoder they sold me which the agency now says should never have been sold. On the system the cluster office cannot change the status from sold to at customer. Now they have taken my faulty unit in and escalated and still couldnt give me another unit till this status can be changed. Ive called the installer 3 times paid all 3 times and theres no problem with my installation. I have had to change my 2 decoders pay extra 290 for this faulty unit. Have called countless times have escalated thrice. Have esc and inc numbers.