Multichoice Conversion
 SUPPLIER |
Multichoice |
 INDUSTRY |
Entertainment |
| BRANCH / AREA | Call centre | COUNTRY | South Africa |
| TIME / DATE | 10:19 Mon 16 Jan | PERSON RESPONSIBLE | Call centre |
| CUSTOMER | LSM | View all reports by user |
 2
 0
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| PROBLEM | Billing / Accounts |
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| INCIDENT | Mon 16 Jan | ||
| HEADLINE | Account query |
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Firstly,I must say that my previous interactions with Multichoice was excellent but things are not the same anymore. I called Multichoice on the 11th, 12th and 14th January 2012 trying to downgrade from Premium to Compact however to this day my request has not yet been fulfilled. On the 11th I was transfered to the extra view dept however my call was not picked up after being on line for more than 20 mins. On the 12th I was transfered to the same department and I spoke to the consultant however the only change made was that I could not view the HD channels while other Premium channels were still open.On the 14th I called in 4 times. Three times I was transfered to the Extra view dept and my call was not picked up (total time on hold was about 40 mins).When I called the 4th time I got through to Themba and I explained to him my situation and I refused to be transfered to the Extra view dept for the 4th time. I asked him to get the matter sorted out internally. I guesss that was too much to ask as the problem still persists to this day. Finally, last night my decoder was blocked & when I called in I was tiold that the systems were down and I had to call again today. Please help!! |
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| SUPPLIER'S RESPONSE | Multichoice | Time and Date | 12:48:10 | Mon 16 Jan 12 |
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Hello LSM, It is with regret that we learn of your recent inconvenient experience. Please accept our sincere apologies in this regard. As per our telephonic conversation. We confirm that we have downgraded your services to DSTV Compact, furthermore, we have submitted a request to reverse an amount of R41.72 for the days viewed on DSTV Premium package. For any further advise/assistance, please make use of the following contact points: e-mail {enquiries@multichoice.co.za}, Social Media - twitter and facebook. To use any of the self service functionality we offer, please log onto www.dstv.com Thank you for taking the time to bring this matter to our attention. We appreciate your valued support. Kind Regards Victoria DSTV Enquiries Team |
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| UPDATED RESPONSE | Multichoice | Time and Date | 17:52:04 | Wed 18 Jan 12 |
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Hello LSM, We appreciate the positive feedback that we received from you regarding the good service that you received from Victoria. We are constantly looking at ways that could help to better our service and your feedback allows us to know how our subscribers feel about their experiences with us. Your compliment has been forwarded to Victoria's direct Manager. We trust that going forward, every interaction with us will always leave you Delighted. Kind regards Lesego DStv Enquiries Team |
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| CUSTOMER'S FEEDBACK | LSM | Time and Date | 17:22:48 | Wed 18 Jan 12 |
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Over the Moon:
Hi, My complaint was attened to timeously and it was all resolved satisfactorily. I continue to be a loyal costomer to Multichoice, however I'll be most grateful if the similar incident can be avoided in future. Regards Linda |
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(( • )) Supplier's response | ||
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