Multichoice Complaint to Compliment
| SUPPLIER | Multichoice | INDUSTRY | Entertainment | ||
|---|---|---|---|---|---|
| BRANCH/AREA | Randburg | COUNTRY | South Africa | ||
| TIME / DATE | 17:45 Wed 17 Feb | PERSON RESPONSIBLE | Consultants/Managers | ||
| CUSTOMER | italia | View all reports by user |
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| PROBLEM | Call Centre!! | ||||
| HEADLINE | No service!!! | ||||
| THE INCIDENT Wed 17 Feb 
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I have called Multichoice 5 times and e-mailed them 5 times all in a space of 3 days - the service level is appalling! I purchased a decoder from my daughter who had cancelled her subscription, as mine was hit by the storms I thought I was saving myself time and her money. The first call for assistance I am asked do I have someone to help me? Why would I be calling Multichoice if I had someone to help me? I am told no just connect and insert your old card. Next day I am told oh no my daughter owed money (which she was NEVER told about ) I offer to pay it and am told yes do so & we will switch you on & do the changeover. Third call is to confirm that i am making payment, correct amount, can I fax it, no they will pick it up. Forth call no sorry we have to see it in our account before we can help you. Fifth call, one hour later I am told oh no your smart card is for an old model you need to come to Randburg!! I work, I cannot get to Randburg most importantly before I paid for something which is giving me more trouble than anything else in life WHY was I not told this from the start? Why are staff so mis-informed? Why are such staff employed in the first place?
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| SUPPLIER RESPONSE Time: 08:48:11 Thu 18 Feb 10 UPDATED RESPONSE Time: 10:37:26 Thu 18 Feb 10 |
Hello italia, |
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| CUSTOMER'S FEEDBACK Time: 11:16 Sat 20 Feb 10 |
Quite impressed: The response was amazing! Within 24 hours the problem which initially took 5 days was sorted out by the most amazing woman whose name I think was Lizel - she gave outstanding really outstanding service. Thank you, thank you, thank you | ||||