Unhappy loyal customer

Good morning consumers I have been a loyal customer for over 10 years with Multi choice . On the 14 January 2023 after loadshedding my decoder had an error E48-32 I tried clearing the error via watsapp but I failed ,I then called the call centre and was advised to go to a walk in centre I then went to the on in Mondeor on arrival I explained the situation to the consultant he then checked the decoder and advised that the harddrive is giving in he also said he cannot help me as I have insurance on the secondary decoder only I was very confused because I k ow I pay for insurance. I walked away and called tge call centre again spoke to Nkayiso he advised that if I take out insurance on the explora and in three months I can then claim and get a decoder he also said I can swab the insurance I was very frustrated and angry I then asked to speak to a manager I got to speak to Rodney who laughed and my situation I was very angry and frustrated I asked to speak to his manager or HR he then said his manager who is Philani Nkosi will only be on duty from 14:00and he will ask him to call me back I have sadly not receive any call back .I paid for this month to watch TV but sadly now I can't. Is this the service Multi choice are providing to their customers really I am very unhappy