Get your communications and customer service channels in order!

We have had a hugely frustrating time trying to organise things for our company, and something which was supposed to take 2 days to process has taken almost 3 months to complete.

The communication channels are poorly structured with generic replies received regardless of what was written in emails. As a result it takes week to gain clarity on what to do, when it could've taken one phone call if someone was able to listen properly. The call centre frontline often try their best, but are trained to just go through a checklist of 'to-do's' regardless of the different replies.

Managers (when one is able to have the 'privilege' to speak to them) often addressed me with disdain, and even when I reached someone helpful there was always a point where I was told 'they can only do so much' and that their responsibility lies within one realm; I would therefore have to transfer to someone else or a different department to get answers on different parts of my complaints and questions. I can never get contacts for a single person or someone who could track all the communications so far and so every time I contacted Discovery I would have to start from the beginning. Last time I called I was literally on the phone for two hours... unacceptable

Surely there can be an overarching eye on customer care? If a simple thing takes so long to be sorted, and a customer has called or mailed dozens of times within a few weeks something should be flagged and escalated? The fact that Discovery has taken so long on such a simple process is ridiculous. The fact that noone seems to think that customer dissatisfaction is an issue and it took almost 6 weeks before I got a 'sorry for the inconvenience' from a manger is pathetic. This has required so much additional time and resources from my side and I'm still told I need to follow-up or send through something else... no Discovery, YOU need to follow-up with your customers.

I do not expect such poor service from Discovery. Please get up to date with human-centred approaches and PROPER critical business strategy. The only reason there are two stars and not one, is because of the few lovely employees who took initiative and actually thought through what I was telling them, therefore taking effective steps to resolve the problem. Get your management team to take responsibility and organise processes properly rather than blaming customers and lower-level staff.