Where is my replacement?!?!

I signed up via DPP sms for the new Explora R799 package. My new explora was delivered to me on the 21st January via courier. On the 27th January at 21:30 my explora stopped working and kept giving a ''load'' error message and kept rebooting with same error message displaying. I called in the fault on the 28th January. I was advised by the call centre to swap my cables around and if that didnt work to contact a Dstv installer. Cables swapped to no avail so I contacted Lighthouse Installations here in Mossel Bay. They asked me to bring in the decoder so they could test it. They got the same error message and told my my new explora was faulty. I called the customer service centre and was told a new Explora would be sent out to me. I am still waiting!!!!! I called the call centre again on 29th January and again twice on the 2nd February. I was told on all 3 occasions that they would escalate my call and I should recieve a call back shortly. I am still waiting for a call back?!?! No one can put me through to this 'relevant' department or even tell me what they are called??? I have to pay a higher subscription that is being deducted off but I have had NO dstv access!!!