Appalling service and a month later, still no DSTV.
Appalling service from DSTV. We have been trying to set up a DSTV accounts since the first week of March 2023. We wanted the account set up in my husband's name as he previously had a DSTV account. After verbal confirmation between my husband and the sales consultant allowing me to provide her with his information, she proceeded to take down my information. When questioned, she said she needed both our details. When we finished taking down my details, she asked for my bank account, and I explained (again) my husband would pay the account on Debit order. Oh. Oops. She should have taken down his information and now it is too late change (which I still can't fathom).
I have never had DSTV, so as a first time customer I submitted my ID, 3 months bank statements and proof of address to DSTV. And then I waited. And waited some more. After a week, I followed up. The first consultant told me to restart my DSTV explorer box... I said I didn't have one and went into all the detail. They told me to wait for my approval. So, I waited some more. Three days and nothing. So I follow up again, no idea what's going on, but a Team Leader will call me. I followed up two more times, each time a Team Leader was going to call me. Nothing. I followed again and finally someone told me that it takes 7 - 14 days for the approval, then they will contact me. Today is day 14 (14 working days!) and still no update or call. Not a thing. So I call again, and this time, I am told that my details are being submitted to DSTV Explorer and they will call me. Really, will they? So far, no one has called me back at all.
Still waiting for my DSTV....
For a business that is losing ground to Netflix, Disney etc, you would think they could pull up their socks and provide better service.
I could happily live without DSTV, but the sport *****s want it.
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards,
DStv: Hello Peter Team
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards,
DStv: Hello Peter Team
Thank you for getting an agent to email me and follow-up on my order and subscription.
Having already sent my bank statements, ID and proof of address, I was once again asked to provide these. So I did.
No response. Four days later, I call and follow-up on my order. The agent had difficulty understanding what I needed and thought I wanted to activate my account. But to do so, you need the Explorer box which I don't have. I must buy one, she says. But, that's not the package I signed up for. I am signing up for the Premium Explorer package with decoder and installation as advertised for R949 per month. Ohhhhhhh, she sees that on the system.
But I must wait for a call. From who??????????????????????????? I have been waiting since the 6th of March!
I ask how long I must wait and it could be 7 - 14 days or longer. What!?!?!
Surely, as a customer with a complaint, DSTV should be taking active steps to rectify the complaint as quickly as possible, communicate with the customer and where things slipped up and how they intend to solve it. I don't see this happening and once again, I have to keep following up with you.
Where to now, DSTV?
Thank you for getting an agent to email me and follow-up on my order and subscription.
Having already sent my bank statements, ID and proof of address, I was once again asked to provide these. So I did.
No response. Four days later, I call and follow-up on my order. The agent had difficulty understanding what I needed and thought I wanted to activate my account. But to do so, you need the Explorer box which I don't have. I must buy one, she says. But, that's not the package I signed up for. I am signing up for the Premium Explorer package with decoder and installation as advertised for R949 per month. Ohhhhhhh, she sees that on the system.
But I must wait for a call. From who??????????????????????????? I have been waiting since the 6th of March!
I ask how long I must wait and it could be 7 - 14 days or longer. What!?!?!
Surely, as a customer with a complaint, DSTV should be taking active steps to rectify the complaint as quickly as possible, communicate with the customer and where things slipped up and how they intend to solve it. I don't see this happening and once again, I have to keep following up with you.
Where to now, DSTV?