Terrible service delivery

We have a premium contract with dstv. We were called by THEM to offer us a pricelock decoder. My partner agreed and a few days later the decoder was delivered to us. A week later a guy came to install the decoder of which we also requested 'extra view'.

The decoder was installed and supposedly the extra view as well. Before he left, the screen went blank with an E16-4 code. He called dstv and the agent was unable to help and escalated the call. He left our house and said we should manage to sort it out with them. We tried again and they were unable to help and again escalated the call.

A week later, we called dstv again and were told that the agent is unable to help and we need to deal with pricelock. The only thing he can do is escalate the call. He could see we had no picture on one tv and all our premium features (catchup, recording, pausing) were not 'loaded' on the new package. He assured us someone would call within 24 to 48 hours. No one did.

At this point we have only had one working tv, no extra features like before the installation and ZERO assistance or advice from any dstv 'agent'.

I tweeted them and suddenly they were there to help. I explained we had a pricelock decoder installed and would like extraview on the second tv. It took less than 24hrs with back to back chatting and amazingly we had our pricelock decoder sorted, extra view and our OTHER decoder had to be cancelled. (For R180)

NOW - not once were we told that we need to cancel our other decoder and it doesn't automatically switch to price lock. - we had NO picture for over a week from installation as well as no extra features on the main tv. -there was no extra view.

We are now being charged from time of delivery for the decoder that was inactive, with no assistance or communication from their side.

I was sent a breakdown of costs, which I would gladly pay if the service was delivered. But it was not. I was told the client needs to cancel the previous contract. BUT after all the calls and trying to work out why things aren't working, I am only told that when the bill arrives. 'Appologies for that' was the response from them.