Multichoice Conversion

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SUPPLIER	Multichoice	INDUSTRY	Entertainment
BRANCH / AREA	Pretoria	COUNTRY	South Africa
TIME / DATE	08:22 Sat 14 Jan	PERSON RESPONSIBLE	Customer care
CUSTOMER	Jeabri	View all reports by user	2 3
PROBLEM	Monopoly and poor serv...	Post this report to your Facebook page Post this report to your Twitter page
INCIDENT	Sat 14 Jan
HEADLINE	so much more what?
It is always a concern when a service provider has a monopoly in the market as poor service is almost guaranteed, which has also been my recent experience as a new client. More specifically: 1. Decoders are provided to the market in contravention of the CPA as software for the HD PVR which I bought, is outdated and they are aware of this: in terms of the CPA, as I understand the Act, they MUST inform me of defects in the product. Sending me to stand in a 2 hour queue to have it updated is not how it is done- unless of course customer service is unimportant. 2. Their undertaking to call one back in the event of a problem is a smoke-screen as they don't call back. 3. If they at least would answer the phone I could tell them I never received my magazine. Add a new Multichoice Report Inappropriate report?
SUPPLIER'S RESPONSE	Multichoice	Time and Date	11:46:51 \| Sat 14 Jan 12
Hello Jeabri, It is with sincere regret that we learn of the inconvenience you have experienced with our services. Kindly accept our apology in this regard. As per our telephonic conversation, you confirmed that you understand how the software updates of our decoders work. We have forwarded your concerns of the way our call centre representative misinformed you on this regard to our call centre's senior management however, the outcome of this will be conveyed internally within the department. We also confirmed that for any advise/assistance in future, you may have also contact us on enquirire@multichoice.co.za. We have also escalated your account to our magazine department to receive a dish guide magazine for your convenience as requested. Kindly also make use of our different contact points such as: e-mail {enquiries@multichoice.co.za}, Fax (011) 577 4901, Social Media - twitter and facebook. To use any of the self service functionality we offer, please log onto www.dstv.com. Regards Scott DStv Enquiries Team
UPDATED RESPONSE	Multichoice	Time and Date	15:44:32 \| Tue 17 Jan 12
Hello Jeabri, Thank you for the positive feedback, we really appreciate it. Multichoice strives to ensure customer satisfaction at all times, we continuously aim at finding innovative ways to keep abreast with the constantly evolving world of technology. We trust that going forward, every interaction with us will always leave you Delighted. For any further queries that you may have, please contact us by sending an email to: enquiries@multichoice.co.za. Regards Scott DStv Enquiries Team
CUSTOMER'S FEEDBACK	Jeabri	Time and Date	14:48:55 \| Tue 17 Jan 12
Quite Impressed: Scott called within 2 hours from me lodging the complaint: he was polite and made sure that he understood what my complaint amounted to; he undertook to address the areas which he identified should be brought to attention of other role players including management, call centre and magazine dept. He also provided me with alternative contact details for future use, to bring to their attention my areas of concern.