Multichoice Conversion
 SUPPLIER |
Multichoice |
 INDUSTRY |
Entertainment |
| BRANCH / AREA | Cape Town | COUNTRY | South Africa |
| TIME / DATE | 16:39 Thu 29 Dec | PERSON RESPONSIBLE | Various |
| CUSTOMER | daveb1018 | View all reports by user |
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| PROBLEM | Call Centre!! |
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| INCIDENT | Thu 29 Dec | ||
| HEADLINE | Automated Telephone System and Registration Broken |
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I am experiencing a number of problems. I have called the Call Centre 2X and for reasons that will be explained below it was ****. The agents have given me 2 different email addresses neither of which work (they get bounced). I get the impression since they don't know how to solve the issue they just want to pass it on. a) The initial web registration went fine and I have verified my email address and re logged in fine b) When I try to link to an account that's when it all goes wrong. I encounter issues when linking a Smart Card or an ID Number c) Whether I enter I Smart Card Number or my ID Number I get an error "The surname is incorrect" d) Also when I call the Call Centre and enter my Smart Card Number or ID Number into the automatic system it says "My Account is inactive" which it isn't (as confirmed by the Call Centre) All I wanted to do is to speak to someone who knows. Instead I have had to explain myself 2X and both times I got email addresses that were invalid Thanks |
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| SUPPLIER'S RESPONSE | Multichoice | Time and Date | 09:50:24 | Fri 30 Dec 11 |
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Hello daveb1018, It is with regret that we learn of your recent inconvenient experience. Please accept our sincerest apologies in this regard. As per our telephonic discussion, you have been contacted and assisted with the above query. Thank you for taking the time to bring this matter to our attention. We appreciate your valued support. For further enquiries you are welcome to contact us via e-mail on enquiries@multichoice.co.za or telephonically on (011) 289 2222. Please feel free to contact us directly or engage with us and other DStv subscribers on the Forum on DStv.com - http://forum.dstv.com/forumdisplay.php?f=49. Regards Khethiwe DStv Enquiries Team |
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| CUSTOMER'S FEEDBACK | daveb1018 | Time and Date | 11:45:47 | Thu 19 Jan 12 |
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Quite Impressed:
Hi After escalating down a few channels I did (in the evening) receive a call from a lady by the name of Promise (at least I think that was her name) Promise diagnosed and fixed the website issue in minutes. Very good. If the Call Centre Agents were 25% as good as her there would never have been an issue The Automated touch tne telephone response is still broken and says my card is still inactive (when it isnt) Thanks Promise |
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