Unwilling to help, rather make you pay

We took our PVR decoder in to check if it was faulty, we were told its the satellite or our connection and sent back home. We then reconnected everything and suddenly the decoder didn't read the card after the consultant had tested the card in it. We were now sure the machine was faulty and went back to Multichoice, given a new decoder and told we must pay R500 for it because we \broke"it and the warranty was up and they would let us know if we must pay the R500 and without fail they cut us off last night without any notice and letting us know of any testing of the machine if it is faulty or not. We then were told they will put the phone down on us if we get too loud on the phone. So Multichoice how does a machine just get broken after nothing happened to it? Is it now our fault you make faulty machines and sell it to the public and then not help them but just throw a bill at them? Is this how you work? All pay and no help??? The machine is probably just lying there"