Very Bad Customer Service

I signed-up for a DSTV Explora contract when a DSTV sales agent called me to offer the product. On deivery, i received a voucher for the installation. Due to the bad wether in JHB the past week when I turned on my tv I got an E48-32 error which says theres no signal. I took my decoder to the Randburg customer care centre and the decoder worked ok and they advised me to call my installer because it could be a faulty connection. I called the installer (that was recommended by Multichoice) and they say I must pay a call out fee for them to see whats wrong because the workmanship guarantee is only 3 months, but surely if the decoder is ok then why must I pay for them to fix a problem that could be their fault, if its a faulty by the installer (recommended by multichoice) then i should not pay for this. I am very dissapointed about the service received from multichouce. They are quick to sell you their products (and recommend installation agents) but no assistance is provided when there is a problem.