Awaiting Dstv resoution to poor service

Misselling and failing to provide a high level of service

Duran Leo Krishna to Ceo 6 minutes agoDetails Hi Dstv complaints team

Trust you are well

Im laying a formal compaint regarding misselling and your staff failing to provide a high level of service.

On the 30 March,I went to the Dstv Umhlanga to set up a new installation at a new premesis.

I was ready to make the installation payment which previously i paid around R699 in 2021 and my first months premium payment.

I made the consultant aware I had an account however discontinued as I moved to another that had a dstv account.

The consultant made ne aware of a deal where I can get the installation,relevant accessories(dish etc), explora decoder and first months premium for 499 which sounded like a fantastic deal which i agreed to.

At no point of this discussion was a contract of 24 month discussed or a pricelock discussed.

There was no information provided where i could not downgrade to the lowest packages.

I have also attached the picture of the agreement where there is no tick next to the 24 month contract box.

I had a hassle with getting someone out to get the installation done.I spoke to 1 of the consultants(6th April) who i asked to take down number and call me back regarding the installation however he had me on a long hold before my airtime ran out but i got sms to rate his service.

I made a complaint and recieved feedback that i would get an installer on the 08th April however on the morning of the installation I had to convince the installer to come through as he explained his ***s where off and I explained that I laid a complaint.He came through on the 08th April and completed the installation.

On the 18th of April,The decoder starting making a strange noise and a message came up that the hardrive is *******ed and this is a less than 2 week old decoder.A consultant send me an email to trouble shoot however to no avail.

On the 21st April,I take my decoder into dstv and speak to a consultant and she puts on the decoder and she hears the noise and decides to replace the decoder.We have a discussion about upgrading and downgrading the package and i explaine that the soccer season will be ending soon so I will downgrade to DSTV access.She then says that I jave a price lock and the lowest package I can go to is the Family package and that this is a 24 month contract.

I explained that on the document there is no 24 month option ticked and I was not told and that there is a mic that i can pick up the conversation initially held.I find that strange as these consultants dont advise you the conversation is recorded ao that me means people are being recorded without permission?I explained that a contract nor a price lock was a advised and that I have the document with which i agreed to the package but no contract.

A supervisor came along and said that i should have read what i signed for which i felt as if she is questioning my intelligence.I explained that on this form their is no tick next to the 24 months and I explained that if everything that is on the form is applicable on the form then I should have 3 packages such as Premium,Compact Plus and Compact as they also have boxes next to their name.I was also not imformed of any price lock.

I said i will at disconnecting the service and i was told thay i will be liable for the installation cost and decoder cost x the amount of months I have left on the contract.

I explained that i cannot be suffering the consequences when i did not agree to the contract.Supervisor then says that the installation will be waived but i must return the decoder if i dont want the contract.The consultant said I can go to game or purchase the decoder from dstv separately.I took the replacement decoder and said i will lay a complaint.

Points to note:

-The initial consultant did not advise of a contract nor a price lock -I had the money available to pay for the installation and first month premium on the 30th of March before being misled -The customer service provided by the call centre and face to face is appalling and even when a situation is logical,they fail to understand that this mistake lays with the representative -Having a mic to record conversation without making customer aware is not ethical -A picture of the agreement has been attached and and all that I agreed was ticked

My request is as follows:

-I do not want to be locked in a 24 month contract,I do not take up these kind of agreements with other things in my capacity -I cannot be held captive because of another person misselling your product -I do not want to pay extra for anything else and I do not want to pay for another decoder when this is not my fault -I want to have the freedom to upgrade to or downgrade to any package I want to use

I got the feeling that the consultant and the supervisor where not interested in losing a customer even though im not the 1 in the wrong.

If there is no resolution then Dstv can feel free to come and take there equipment and reimburse me whats remaining before the next payment as there is no accountability for staff misleading customers and there is no hope of better service in the future.

I should have some kind discount or some kind of reprieve on future payments if I were to stay as a customer due to this poor service and being mis led.

I know other Dstv subscribers and Im sure many would be interested in hearing about this experience and the possible direction of the service provider when their employees are not held accountable for misleading customers and where a supervisor held a customer liable when the customer is misled.

I would not want this kind of issue to land in any other complaints department or in any media platforms.

Please call me between 9am and 2pm Monday to Friday and I would appreciate email conformation of the way forward.

I still want to remain a dstv customer however my requests must be met and i need to have my future services discounted due to the break in trust caused by poor service.

Also if Dstv is not interseted in having me as a customer then we can go our seperate ways.This shows how important hiring competent staff to do the job to avoid these kind of issues

Kind regards