Money making **** !!!

My parents got a OpenviewHd decoder 2 years ago as a gift from the children but didn't use it as they didn't need it, now the terrestrial signal became so bad that they need to install it now. Called Ellies, they arranged very speedy installation but there was an issue with the connection as the decoder didn't want to connect (decoder was brand new, sealed in the box still). The installer took it to Ellies where he was informed that the decoder is too old to update and we need to buy a new one again. When I spoke to the technical team they told me that the decoder is "not brand new" as its 2 years old and the software is no longer available. Now that's not my problem ! I asked them what to do and if they cannot assist me in getting a new decoder and he just blatantly told me no, not their problem I just need to buy a new one, which cannot do what the old one did (No RF output) and for that I will have to buy a RF modulator too which is another R500 so in total I need to spend another R1000 on top of the original R500 we paid for the useless decoder. I think it is totally unacceptable that they are expecting me to pay for something that's not my problem !!!!