Worst service

In December I signed up for the explora Black Friday deal , however when I called the installer to come and install the decoder as installation was included in the package, the installer informed me that he's on December holiday and that he wouldn't be able to assist me therefore I need to contact him in January. In January I called and made an appointment for the 18th however he did not pitch nor communicate with me what so ever. I paid for December and still need to pay for January yet no installation has been done . Why do you have such deals if you don't deliver. I will not pay for services I am not receiving, I am disappointed by the poor service I've been receiving from you guys. can this please be sorted out.