The worst customer experience at Multichoice Mthatha

My parents visited the Multichoice branch last week to purchase a DSTV package and since Thursday, we have been waiting for a guy named Toto to install the satellite dish and the cable. He has been ignoring our calls and it is quite rude to keep customers waiting. Are we being undermind because we live in the rural areas? Please advise on what I can do because we are tired of calling a man who clearly is not interested in doing his job. My mother also sent an enquiry online on Monday and none has contacted her. My mom visited the office again today and was told that they are on their way and are are in Tsolo. The thing is they have our contact numbers, so that my parents could meet them half way and direct them to the house. I refuse to contact people who don't want to do their work and act if they won't recieve money for their service . Fire lazy and rude staff who will forget that they are representing a well known brand.