Bad Customer Service

Bought a DSTV decoder at Checkers Hyper Carnival on the 25th February 2018. After struggling to find assistance on where the decoders are kept in store, eventually saw a DSTV Display Unit on their Isles. Grabbed a box and requested information from one of their staff member - unfortunately did not take down her name. I requested a DSTV HD decoder that included installation, I was informed that the decoders are kept in their receiving room and currently there was a cash in transit. Understood the situation, paid for my groceries while I waited for the decoder. Decoder was then brought to me, paid for it and was told to go to their Customer service so they can take down the details, a serial number was referenced and amongst other details.

Friday 02/03/2018 contacted a DSTV accredited installer and to my surprise, the Decoder I had purchased does not include installation. The Installer requested that I check if there is no voucher in the decoder, Red Sticker and/or a voucher in the box. Therefore I had to open the box to check for this voucher the installer was referring too. Gave the details of everything in the box & installer informs me that the decoder was given does not include installation and there decoder that includes installation is normally R599. Today 07/03/2018 contacted Checkers Carnival and was transferred to customer services and Thuli took my enquiry. I informed her of the details on when decoder was purchased, and to please check if there was a promo running as I insisted on a decoder with installation, however the Installer is giving me a different story. She got back to me and only to inform me that the decoder which was given to me does not include installation and the person that was assisting me, we must have "misunderstood" each other. For now the conversation between the both of us was fine. I continued to inform her that I had to open the box to look for a voucher which the installer was referring too, but wanted to return the decoder as it was not what I was looking for. She then had to first confirm with the department manager to see if it this was possible. Thereafter received a call that due to the amount of theft, and the possibility of the decoder being swapped, the store will not accept the decoder back once the seal is broken. Then I asked her, what was the reason of them taking down the decoder details if I they refuse to take the decoder back as it "might have been swapped with a damaged one". The serial number noted on their DSTV log book should still be referenced to check if the decoder purchased as the same one returned. Once I started explaining this to her, she began to sound irritated and dismissed me. Told me even if we argue about the details noted on their "DSTV log book”, the store will not take the decoder back. Hang up and that was it, I had to just accept what she was saying.

If I can be patient with your store, to look for a person to assist me find a correct decoder, wait for the decoder to be collected from your receiving thereafter wait for the details to be noted on your log book. According to me the least that THULI could have done is to listen, consider and see if there is no other way to assist me. I even informed her that I was willing to find out directly from DSTV to check if they can’t assist, however the attitude I received on this call was totally unpleasant. I am now sitting with a decoder, which according to Thuli I cannot return to the store even after I clearly stipulated what I was looking for. Instead I am told to try and sell it to someone….. If you are going to place a person in your customer care department, they should have the patience and drive for customer service.