Unhappy with service

I have been a Loyal DSTV customer for over a Decade with Insurance on my Decoders, I am very dissapointed that after years of having the Explora decoder the Top of the Range Decoder when we Purchased it. My decoders are starting to act up and I cant even watch TV because it switches of after some time and you have to wait for it to cool of before you can use it again. I took my decoders to the Call Centre and they want to swop my decoders out for a refurbished 2A decoder an entry Level decoder. that really tell you that they got no regard whatsoever for their client and their products, I do believe that if you are replacing something you should take into account the product that is being replaced and if I got a top of the Range when it was purchased the swop out should be the current top of the range because that is basically what you are paying for