Unsatisfactory Bad service ?

We had a E-04 error for the past 2day and tried clear it with the help of 1 of the Facebook agent and with no success the problem persisted which led us to taking the decoder to the eKhayelitsha testing centre and it was tested and was advised the decoder is busted it needs to be replaced and currently they don't have stock of the kind it needs 2 be replaced with as we pay insurance every month and was advised that it will take a month or 2 to get stock from N1 city which is about an hour away from eKhayelitsha for that reason I do not believe it can take that long for them to get a new 1 the person that was assisting us was just interested in doing what they employed for which is assisting DStv clients and provide 1st time resolution instead he advised we would need to go and get it ourselves from N1 city which I do not believe that is the process DStv has in place