Terrible customer service for new customer

During Rugby World Cup, my wife signed up for the RWC Premium PriceLock offer: R899 for 2 years with free decoder, dish and installation. We took the option to add a second decoder to the installation.

The decoders were delivered within the 1st week and a half. But since then there has been nothing, and no communication from DStv. The dish has not arrived, so we are unable to contact an installer to perform the free installation.

We've tried calling, many times, but the customer service desk is worse than useless: today my wife was told to send an SMS to a number, but the number given was incorrect.

The only way we've managed to get any interactive response from DStv is to ping them on twitter, from there we have been able to start a conversation on DM, but as yet this hasn't helped.

Here is the transcription of today's conversation:

Hi again, please can you get someone from the PriceLock team to contact my wife, the account holder on ***. As I said in my tweet, we ordered PriceLock 3 week ago, we've had two decoders delivered, but no dish, so we can't get the installation done. Today she tried to call and was given a number to SMS, but that number was incorrect. This really is getting ridiculous. Or anyone that can help. 4:22 PM @pauljmelia You will need to contact an installer. 4:30 PM The dish which was supposed to be free with the RWC PriceLock that we signed up for hasn't been delivered, so we can't contact an installer to perform the free installation as don't have everything necessary. And we can't get hold of anyone over the phone to help us. We signed up for this 3 weeks ago! And have heard nothing from anyone since the second decoder arrived almost 2 weeks ago. 4:33 PM You just sent me this "We will be happy to assist you. Kindly DM us your details so we can assist you." 4:40 PM My wife is the account holder, her name is Cecily Melia; her ID is ***, her cell number is *** 4:43 PM DStv Agencies - Northern Region dstv.co.za @pauljmelia We suggest you take the decoder in for testing at the nearest DStv Agency or Multichoice Service Centre it's free.

If the decoder is tested and confirmed to be working, you will then need to contact a DStv Accredited Installer to come and check your installation.

Click on the below link to locate your nearest DStv Agency: Find an accredited DStv Installer near you dstv.co.za @pauljmelia Click on the below link to locate your nearest DStv Accredited Installer:

https://selfservice.dstv.com/InstallationHelp/Installers#/findInstaller the installer will charge a fee. 5:08 PM ***? Have you read any of this conversation? We signed up for the RWC Pricelock offer 3 weeks ago. That offer included a free decoder (we took the option for a second), free dish and free installation. Since we placed the order, we have received only the two decoders, and no dish. The decoders are not faulty. As we have not received the dish we can't call an installer. The offer we signed up for included free installation, so we are not paying a fee to an installer. Please sort this out. 5:12 PM I need someone from DStv to call the account holder, my wife, on *** to sort this out urgently. None of you seem to have a clue what is going on. And I repeat, is it any wonder that you are losing premium subscribers at an alarming rate when this is the kind of customer service you offer for people paying almost R1K per month! 5:14 PM Find an accredited DStv Installer near you dstv.co.za @pauljmelia You will need to contact an installer. Click on the below link to locate your nearest DStv Accredited Installer: https://selfservice.dstv.com/InstallationHelp/Installers#/findInstaller the installer will charge a fee. 5:26 PM

And all has gone silent.