unreliabe don't take responsibility,poor communica

On Air phoned me to promote and cell the Explora. I had the HD pvr DUAL view. I asked the lady if my setup will be exactly the same as what I had if I take what she suggests. She said yes. When they came to install the machines, I realised when looking at the second remote that its not the same and I said to the installer that its not the same as what I had. My mom could record, pause and play with the other decoder, and now she wont be able to... I phoned numerous times to get the matter resolved. They say they will phone back but they don't. They admitted that it was there mistake and they will compromise. I just want to change the single view for a hd pvr so that my mom has the same as before.. Again after not hearing from them for 5 days I phoned. They went back on the word and said is my mistake and when I wanted to speak to a manager, I couldn't!!! Customers are not allowed to phone a manager, they will phone me... There is no direct number for them! The previous time when I wanted to speak to a manager, they said they don't work on Saturdays!!! Please Help! THis is been going on for 3weeks now!!!