Onair Poor Service Delivery

I had a agreement with Onair where they sold me an upgrade of my DSTV decoder in Nov 2020. They send a new decoder and agreed to arrange for an installer to come install the new decoder. Until today that decoder is still in its box…all they are interested is their debit orders and not the service they have not rendered. I never received a reply until last month when they were enquiring why I am not paying… how should one be happy to pay for a service that has not been delivered? Very poor service delivery…