Multichoice Complaint
 SUPPLIER |
Multichoice |
 INDUSTRY |
Entertainment |
| BRANCH / AREA | Head Office | COUNTRY | South Africa |
| TIME / DATE | 16:20 Wed 1 Feb | PERSON RESPONSIBLE | |
| CUSTOMER | yell | View all reports by user |
 0
7
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| PROBLEM | Out of Stock |
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| INCIDENT | Mon 30 Jan | ||
| HEADLINE | Multichoice/DSTV smartcard swop |
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My parents received a message through their decoder, stating that they should change their DSTV smart card before 17 February 2012. On 10 January 2012 they went to Pretoria (+-300km away) to change the card at an agency. The agency did not have stock and said they must come back the following week which was obviously not possible. Now, they live in rural Limpopo and are not so young and mobile anymore. The nearest town that has an agency, is +-100km (mostly gravel road) away. My dad phoned the number on his account - 011 289 3000 - to ask if there are any other options available to him to get the card and the only response he got was "Oh, that is unfortunate". If they now drive to the nearest town, what are the chances that they also not have any stock of new cards!? That is another 200km, R200 and a day away from the farm (and endless frustration) which they cannot afford. DSTV/Multichoice has absolutely NO inclination of going the extra mile or being accommodating in this regard. This is pathetic Customer Service!! |
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| SUPPLIER'S RESPONSE | Multichoice | Time and Date | 17:33:01 | Wed 1 Feb 12 |
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Hello yell, 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 MultiChoice Agencies and Branches are strictly walk in stores, therefore we do not have the procedure to send someone out to the subscribers home, for a smart card swop. Please be advised to contact the Agency first, for confirmation of whether there is stock available or not. We advise that you take both the decoder and the smart card. to insure that the decoder alone is not faulty. Should the decoder be found faulty. An amount of R342.00 will be charged for repairs. 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 | 09:20:27 | Mon 6 Feb 12 |
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Hello yell, We thank you for your feedback. MultiChoice mission is to always strive towards providing a service of world class standards, and thus your recent unsatisfactory experience is regarded with all seriousness. Kindly note that we, at MultiChoice, appreciate any feedback, both positive and negative, as this provides us with valuable insight into the way you, as subscriber perceive our service and product. Kind Regards Victoria Enquiries Team |
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| CUSTOMER'S FEEDBACK | yell | Time and Date | 22:13:46 | Sun 5 Feb 12 |
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Not Impressed:
An extremely friendly lady phoned to explain WHY this is a problem and apologised sincerely. Not that there is any solution or desire from Multichoice/DSTV to actually go the extra mile for their loyal subscribers. The fact is that we have no other option available by to incur additional expenses just to keep on receiving a service ALREADY paid for. |
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(( • )) Supplier's response | ||
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