1 reviews | Active since Feb 2019
Appalling Service from Discovery in relation to their ability to communicate to members.
Appalling Service from Discovery in relation to their ability to communicate to members.
I have a simple query in relation to the Covid-19 Vaccine process, WHICH IS NOT ANSWERED BY ANY OF THEIR SYSTEMS, and I have found I CAN NOT ACTUALLY SPEAK TO A PERSONat Discovery.
So, I have tried the website numbers. These automated systems either don't have the information or drop or break and display an error.
I have tried the phone app. Equality useless and this also keeps breaking.
Aaah. But what about WhatsApp? Guess what - this does not work either! Read the joke of a transcript below which actually is not the first time this has occurred. And a typical example of dealing with Discovery's systems.
Q1 How does one speak to an actual person at Discovery?
Q2 And WHY IS DISCOVERY SO INTENT ON HIDING BEHIND AUTOMATED SYSTEMS THAT DON'T WORK PROPERLY?
I seriously suggest you (Mr Gore) review your IT staff, as well as Discovery's whole approach to their members.
Below is the transcript of the latest WhatsApp. And congratulations to Timothy for upholding Discovery's standards and NOT appearing on the call.
---------------------------------------------------------------------------------- [11:33 AM, 6/3/2021] Kevin: How can I talk to someone for assistance? [11:33 AM, 6/3/2021] Ask Discovery: OK, what's your query about? 1. COVID-19 vaccination 2. Medical aid 3. Vitality 4. Car and home insurance 5. Life Insurance 6. Bank 7. Investment [11:34 AM, 6/3/2021] Kevin: How can I talk to someone for assistance? [11:34 AM, 6/3/2021] Ask Discovery: OK, what's your query about? 1. COVID-19 vaccination 2. Medical aid 3. Vitality 4. Car and home insurance 5. Life Insurance 6. Bank 7. Investment [12:06 PM, 6/3/2021] Kevin: 1 [12:06 PM, 6/3/2021] Ask Discovery: I’m not sure how to answer your question yet, but your questions help me learn. Please reword your question. [12:06 PM, 6/3/2021] Kevin: How can I talk to someone for assistance? [12:06 PM, 6/3/2021] Ask Discovery: OK, what's your query about? 1. COVID-19 vaccination 2. Medical aid 3. Vitality 4. Car and home insurance 5. Life Insurance 6. Bank 7. Investment [12:06 PM, 6/3/2021] Kevin: 1 [12:07 PM, 6/3/2021] Ask Discovery: Great! Can I hand you over to a live agent? Timothy is ready to help. 1. Yes 2. No [12:08 PM, 6/3/2021] Kevin: 1 [12:08 PM, 6/3/2021] Ask Discovery: Timothy has joined the conversation. [12:08 PM, 6/3/2021] Kevin: Hi Timothy [12:09 PM, 6/3/2021] Kevin: Hello? [12:12 PM, 6/3/2021] Ask Discovery: Hi, we'll be ending this chat soon because it's been inactive for a while. [12:12 PM, 6/3/2021] Kevin: How can I talk to someone for assistance? [12:15 PM, 6/3/2021] Ask Discovery: Hi, we'll be ending this chat soon because it's been inactive for a while. [12:15 PM, 6/3/2021] Kevin: How can I talk to someone for assistance? [12:18 PM, 6/3/2021] Ask Discovery: Hi, we'll be ending this chat soon because it's been inactive for a while. [12:21 PM, 6/3/2021] Ask Discovery: We've ended this chat because it's been inactive for a while. If you need help with anything else, please type a message below. Thanks for chatting to us. [12:21 PM, 6/3/2021] Ask Discovery: Timothy has left the conversation. [12:21 PM, 6/3/2021] Ask Discovery: Something’s wrong on our side We’re working hard to fix it. Please check back shortly.
If you would like me to come to your offices to demonstrate the issues I am having I would be happy to do so.
If you would like me to come to your offices to demonstrate the issues I am having I would be happy to do so.
They firstly answered my question regarding one of the Discovery services that triggered all this, for which I would like to extend my thanks.
Following this, there was a discussion on the various issues I raised regarding the system issues I mentioned on the call, as well as their extensive (and in my humble opinion unsuccessful) use of "bots". The outcome of the call was:
a) I have been assured that Discovery takes all complaints very seriously.
b) I am being sent a mail with further information they offered, as to how to use their systems - as apparently, these are not that intuitive.
c) I was told all customer-facing systems are a priority - the inference actually is they are simple and intuitive to use.
d) I have been told that to offset my complaints about the system, many members also praise their systems. In passing, I note the Discovery WhatsApp App has 3.8k ratings with an average of 1 star!
e) I was advised that they are aware of the problem with WhatsApp indicated in my transcript below.
f) Lastly, I reiterated my offer to go to Discovery to demonstrate the issues I was referring to. But alas, this offer appears to be of no interest.
I will post an update once I have received their further e-mail!
They firstly answered my question regarding one of the Discovery services that triggered all this, for which I would like to extend my thanks.
Following this, there was a discussion on the various issues I raised regarding the system issues I mentioned on the call, as well as their extensive (and in my humble opinion unsuccessful) use of "bots". The outcome of the call was:
a) I have been assured that Discovery takes all complaints very seriously.
b) I am being sent a mail with further information they offered, as to how to use their systems - as apparently, these are not that intuitive.
c) I was told all customer-facing systems are a priority - the inference actually is they are simple and intuitive to use.
d) I have been told that to offset my complaints about the system, many members also praise their systems. In passing, I note the Discovery WhatsApp App has 3.8k ratings with an average of 1 star!
e) I was advised that they are aware of the problem with WhatsApp indicated in my transcript below.
f) Lastly, I reiterated my offer to go to Discovery to demonstrate the issues I was referring to. But alas, this offer appears to be of no interest.
I will post an update once I have received their further e-mail!
Discovery Health Servicing Team
Discovery Health Servicing Team
Had you bothered to read my comments you will have seen that I acknowledged you had already been already in touch. I also know you have been in touch with me, so why are you telling me this again?
Had you bothered to read my comments you will have seen that I acknowledged you had already been already in touch. I also know you have been in touch with me, so why are you telling me this again?
Another paying client ignored, and derided!
Another paying client ignored, and derided!