Terrible customer service!!!

my experience with DSTV has been a torrid experience. i called the call center to query where could i go to get my dstv decoder evaluated as it was just going into the loading screen and switched off, repeating the cycle. i was then advised by the call center agent to go to a satellite installer to swap my device as it was insured. When i called the agency to swap my device they said that they dont do swap outs and i had to go to the DSTV agency. when going there today i was first told that they were offline and they could only test. they evaluated the device and agreed that it needed to be swapped out but the system was offline but they would keep a unit aside for me as there was 2 left. when i called again the agent at the store said that i could come in to exchange. when i got there i was casually told that the device had been given away to another customer and the agents pointed blame at one another to pass the buck. i then called the call center to complain and after 20 mins of waiting for the agent to advise me on the way forward, i was told that i must go to another agency which is almost 3 times the distance from me to get a swap out. Their customer service at the agent stores is pathetic, the call center can't do much other than state the obvious and their customer complaints line just rings. i worry for my safety as i am told to go a further distance that might compromise my safety during the lockdown. As an essential service provider DSTV needs to cater for their customers and staff by ensuring the adequate equipment is given.