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1 reviews | Active since Apr 2016

13 May 2016, 16:11

*APPALLED* - PRICE LOCK DEAL

On 19 March 2016 we app**** for and submitted all relevant do***ents for the Explora Price Lock Deal. On the same date we received acknowledgement of our application as well as a Case No ***. During the confirmation phone call received from the consultant informing us that our application was successful, she informed us that a debit order will be raised on our bank account on 24/03/2016 for a amount of R149 to release the shipment of the Explora. Delivery would have been within 7 working days after successful receipt of the debit order amount. The debit order was never raised on our bank account. On the 4 April 2016 at 11:46 we called to find out why the debit order was not raised and what is happening with our approved deal. 3 More calls were made on: 16/4 @ 12:09 25/4 @ 12:00 28/4 @ 13:41 Every time we got the same excuse; "The department responsible for the applications have a back log". We were also told that we cannot phone the responsible department directly! We demanded an explanation for the unacceptable service and long time it takes. On 28/4 @ 13:59 we received a call from a supervisor that promised us that he will handle our complaint personally and that someone will call us back within 24hrs. On 29/4 @ 13:53 we received a call with the explanation that our bank statement somehow got lost in the process and that is why the debit order was never instructed. We just need to send the statement again and the debit order will go off on 3 May 2016. We send the bank statement via email to a Linda Magongo on the same day. 3 May has come and passed and no money deducted from our account and STILL no Explora Price Lock Deal!!! We are APPALLED by Multichoice's service and because of their monopoly they arrogant and do not give a **** about service and customer satisfaction. SHAME ON YOU!!!!!!!

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Replies (7)
DStv (MultiChoice)
DStv (MultiChoice)'s reply14 May 2016, 07:17
Official
Dear Mr Schutte Thank you for bring this matter to our attention. We have re- escalated this matter to out price lock department for urgent assistance. Feedback will be provided by written or telephonic conversation as soon as more information becomes available. Regards Rupert
's update14 May 2016, 09:29
Reviewer Update
Dear Rupert, why should we believe you now? If one look at the several communication attempts between ourselves and Multichoice, with the same promises being made, why should this time be different? Your exact words of "escalating it to the Price Lock department" have been told to us every time we tried to follow up. This service is rediculous!! It is now 2 months of struggling with this.
DStv (MultiChoice)
DStv (MultiChoice)'s reply14 May 2016, 10:40
Official
Dear Mr Schutte We assure you, your enquiry has been referred to the PriceLock department for urgent assistance. Kindly expect a call directly from them as soon as possible. Should you have further questions, please do not hesitate to contact us. We are here to assist you. Regards Elna
's update14 May 2016, 11:38
Reviewer Update
Good day Elna, I have heard all these stories before, several times. Every time we speak to someone different, just as your 2 responses also coming from 2 different people. Every time the same promises, and in the end nothing happens.
's update16 May 2016, 12:08
Reviewer Update
I have received a phone call this morning from Multichoice at 09:15. I told them that my wife is dealing with the application and requested the lady to phone my wife. I gave my wife's tel no. To this time no one has phoned my wife in connection with this matter. I am asking again, is this the level of service provided by this company?
's update16 May 2016, 13:23
Reviewer Update
To Elna and Rupert who responded to our complaint before...except for the phone call this morning and my request that the lady please phone my wife, see my post of earlier today, nothing has happened. That was exactly our skepticism during our replies to you. So this is how your re-escalate a complaint to be attended urgently? Simply put...BAD and APPALLED!! My Wife's nr: ***...that detail should be on the Case No because she initiated the application.
DStv (MultiChoice)
DStv (MultiChoice)'s reply17 May 2016, 07:54
Official
Dear Mr Schutte, We hope you will accept our apology for the inconvenience caused in this regard. Please note that we have an assigned team that has to address all your concerns regarding the price lock deal. This is the reason your query is referred to our decoder payment plan team. At times they might have a bag log which may cause a delayed feedback. We sincerely ask for your patience in this regard as we’re committed to resolving your query. Thanks again for your time and patience. Kind regards Dinah