Multichoice Conversion
 SUPPLIER |
Multichoice |
 INDUSTRY |
Entertainment |
| BRANCH / AREA | Customer Care JHB | COUNTRY | South Africa |
| TIME / DATE | 13:35 Wed 11 Jan | PERSON RESPONSIBLE | |
| CUSTOMER | Dumbo | View all reports by user |
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| PROBLEM | Billing / Accounts |
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| INCIDENT | Wed 11 Jan | ||
| HEADLINE | Reversal of Xtra-View Smartcard charge |
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I activated the XtraView option on my SD PVR (after acquiring a HDPVR) and needed to get a new smart card for the SDPVR for XtraView to work, which I did. The DSTv site does mention that I will incur a charge (of R85) that will be reversed once XtraView is activated. My XtraView has been active for 6 weeks already but the charged has not been reversed. I called the call centre and was informed that I will have to go into the customer care centre (Randburg) to get this charge reversed as the agents on the call desk only has the ability to reverse certain charges. I find this very disturbing that a big company such as Multichoice will not supply their call centre agents with the correct tools to do a decent job. Surely Multichoice can not expect each and every person for whom this was done, and the charge not reversed; to have to drive all the way to their nearest customer care centre to stand in que for who know how long to get R85 refunded. This is just preposterous! I must however compliant the Agent as she was very polite and took the time to listen to my ramblings. |
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| SUPPLIER'S RESPONSE | Multichoice | Time and Date | 15:48:49 | Wed 11 Jan 12 |
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Hello Dumbo, 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, we have made the necessary amendments on the account. We apologise for the delay. Thank you for taking the time to bring this matter to our attention. We appreciate your valued support. 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. To use any the self service functionality we currently offer, please log onto www.dstv.com and register with us. You can view your active subscription products, reset your decoder, view your balance and pay your account online. Regards Khethiwe DStv Enquiries Team |
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| CUSTOMER'S FEEDBACK | Dumbo | Time and Date | 10:03:17 | Thu 26 Jan 12 |
| Quite Impressed: The query was handled professionally and speedily. | |||
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21:46:11 Thu 24 May 12
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(( • )) Supplier's response | ||
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