Aerial & Satellite Excellence Pretoria - the worst agency just hope you never need assistance from this agency

Our DSTV recorder is faulty, and we took it to the only agency which is located 30km from our home (in the traffic 1 hour's drive) in Pretoria namely Aerial & Satellite Excellence. We sat 2 hours in a queue and when it was eventually our turn, we were advised by the consultant that the agency do not have stock and is unable to help us in replacing the decoder. So frustrating!!!! Why are we paying DSTV insurance? And why can an agency simply run out of stock? And why should customers be content in having to wait 2 hours in a queue? I honestly do not know what to do now. Go and buy a new decoder and cancel the insurance on the faulty on and never take out insurance from DSTV again?