Multichoice Conversion

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SUPPLIER	Multichoice	INDUSTRY	Entertainment
BRANCH / AREA	Jhb	COUNTRY	South Africa
TIME / DATE	15:51 Mon 9 Jan	PERSON RESPONSIBLE
CUSTOMER	Aviep	View all reports by user	1 0
PROBLEM	DSTV REMOTE	Post this report to your Facebook page Post this report to your Twitter page
INCIDENT	Mon 9 Jan
HEADLINE	WHAT'S THE STORY?
At the beginning of December my DSTV remotes became incompatible with DSTV. A listener phoned into Radio 702 who was also experiencing the same problem and someone from Multichoice called in to say that the older type of remote should be taken to the nearest Multichoice centre and they could be re-programmed. I phoned the Benoni branch and was told that this was not the case and I must purchase new remotes. I tried calling the Multichoice call centre but after listening to automated responses, etc. for 5 minutes I was told I was No.70 in the queue. I would end up paying more for the phone call than buying a new remote. I then e-mailed Multichoice on "Contact us" and have sent 3 more e-mails - all have been totally ignored. What is the story? Do I have to buy new remotes and, if so, why? We are told all day long how "amazing" DSTV is - why can't an explanation regarding this be broadcast? Add a new Multichoice Report Inappropriate report?
SUPPLIER'S RESPONSE	Multichoice	Time and Date	20:12:48 \| Mon 9 Jan 12
Hello Aviep, As per our telephonic discussion. From Thursday 24 November, MultiChoice downloaded software to DSD 1131 and DSD 1110 decoders. This download included maintenance and also introduced new functionality such as favourites and an 8-day TV guide. Subscribers who are using the remote that came with their decoder (the DSD 1110 or DSD 1131), will experience no issues. Subscribers using remotes from older decoders, will need to change their remote. If they no longer have the remote that came with their 1110 or 1131 decoder, they would need to purchase a new remote. We would like to advise subscribers to always use the remote that came with their decoders. Remote controls from older decoders are no longer compatible with these decoders. We would like to apologise to affected subscribers for any inconvenience caused. New remotes for these decoders can be purchased from a MultiChoice Service Centre or online from Kalahari. The Universal or PVR remote is R130 and the 1131 Remote is R50. Regards Khethiwe DStv Eqnuiries Team
CUSTOMER'S FEEDBACK	Aviep	Time and Date	11:28:54 \| Sat 14 Jan 12
Quite Impressed: Was very impressed by the speed of the reply but I am still unhappy that I have to purchase new remotes through no fault of my own. If Multichoice upgrade their technology, then surely we should be able to swap our old, now out=dated remotes. However, Khethiwe was very professional and handled my complaint well. Her response was quick but the e-mail responses (or lack thereof) were pathetic.