Why have a call center if the agents have no clue

Our DSTV decoder lost it's signal, on calling the call center the agent advised to change all the plugs around, nobody had touched the plugs so there was nothing wrong with the way it was linked up. Clearly this did not work as now everything was plugged into the incorrect places, he announced that there was clearly something wrong with our decoder so we should take it in. My husband then wanted to change the plugs back to where they should be and said to the agent that he was now confused as to where they should really go.... the agent announced that he was also confused!!! Well thank you DSTV we now have to get a technician out to fix the additional problem caused by yourselves and fix whatever technical hitch there is which could have probably sorted out over the telephone. Multichoice the sooner you have some competition the better because your once excellent service has become dismal based on how everyone wished us good luck when we said we had to call you for assistance and then promptly told us the horror stories about the service they had received lately. I would not believe this because I have always had excellent service but sadly it is true, your service is shocking!!!