Waiting for our explora decoder

In the beginning of January we app**** for the Explora deal that DSTV was offering for R799 a month, we waited patiently for them to finally phone us and approve the deal, saying that the courier company will be in contact with us and organize delivery of the decoder.. We still waiting for the courier company to phone us, and when we contact multichoice, no one there can help us they just keep saying its been escalated, its now been escalated for the 3rd time and when you phone they say we just have to wait for it to be done, its over a month now, they have assigned a decoder serial number to our account and everything but we don't actually have a decoder. What is the point of offering people a special when you not actually willing to give them the product.