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SW
Suenette W

1 reviews | Active since Jul 2016

22 Nov 2018, 10:55

Bad Customer Service

On 16/11/2018 I called DSTV to request an application for price-lock. The operator told me that my request will be escalated to the price lock team and they will call me back within 24 hours. On 19/11/2018 (more than 24 hours later) I receive the following missed calls: @ 11:37 - ********** - Rang 2 seconds @ 11: 41 - ********** - Rang 3 seconds @ 11:43 - ********** - Rang 6 seconds @ 11:47 - ********** - Rang 2 seconds Not one of these calls could be answered as I am not related to the Flash. When I try to call back any of the above numbers, an automated voice tells me that the number does not exist. I Googled the numbers and it shows that it is a DSTV installer number. I call DSTV back and ask them about this, they tell me that this is okay to have missed the calls as it doesn't help if the installer calls before the price-lock team has called as they still need to deliver my decoder and dish to me before there is a use for the installer, I should just wait for the price-lock call and take it from there. So I wait. On 21/11/2018 I call them again, and ask what is going on, the operator tells me that it is strange that they have not called me yet, as they are really not that busy and that they are supposed to call me back within 24 hours of the request, she will send the request again. Low and behold, on 22/11/2018 I get another call @ 10:17 from ********** , which I fail to answer because I work in a call centre and was on another call. As soon as I am done with the call, I call DSTV again, and ask if there is not a number that I can call for the price lock team as this is getting ridiculous, No, she says, give me a time on which they can call you and I will resend your request... At the rate this is going, it seems that I will never be getting a call from the price-lock team.

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Replies (3)
SW
Suenette W's update28 Nov 2018, 15:21
Reviewer Update
And still the saga continues. On 23/11/2018 I received the long awaited phone call (that should have taken 24 hours) to activate my application for the price-lock. My application was approved and the lady told me that the decoder will be delivered the next week. On Monday 26/11/2018 I called them again to make sure that everything is still on track. I was told that everything is on track, the decoder will be delivered to the courier on Tuesday morning and then the courier will call me at the latest on Thursday to arrange a delivery time. And that I will receive sms's to confirm each step of this process from now on Today, 28/11/2018 I called again, not receiving any sms's since Monday, and guess what.... it seems that the lady who did the paperwork after I was approved never signed off on the courier to fetch the decoder, so.......... My decoder is still at the Multichoice warehouse and have not been delivered or cleared for delivery to the courier company!!!!!!!!!!!!!!!!! Now, it has been escalated, I will receive an sms with a reference number for my escalation, my decoder will be delivered to the courier company and be delivered to me on Monday, maybe Tuesday. And still, the call was made at 14:28, it is now 15:20, I have received NO sms with a reference number.
SW
Suenette W's update28 Nov 2018, 15:46
Reviewer Update
I spoke to the following people and each and every one of them told me something else: 23/11/18 @ 11:30 - Zanele Twala 23/11/18 @ 12:10 - Lesego Letaka 24/11/18 @ 11:00 - Lesedi Ngubane 26/11/18 @ 11:05 - Cherise Steyn 26/11/18 @ 14:35 - Thebo Manamela 27/11/18 @ 08:15 - Thabisile Mbokazi 28/11/18 @ 14:30 - Kgaugela Mahoro 28/11/18 @ 15:33 - Kagiso Ndevu
SW
Suenette W's update03 Dec 2018, 09:23
Reviewer Update
And the saga continues. After my case have been escalated to the manager 3x already, I still do not have my decoder, or any indication of when it would be delivered. I was told that it will be delivered between 08:00-17:00 weekdays and a simple instruction of CALL BEFORE DELIVERY was put on my file. I also gave them my work address to deliver to as there is no one at home during the day in the week. On Saturday at 12:30 my daughter, who is home alone at that stage, calls to inform me that there is a Fed-Ex car at our gate and that she is too afraid to go outside. And even while the Fed-Ex person was standing in front of our gate, with no reply, did they not call to advise us of the delivery. This application has been going on from 16/11/2018 and was supposed to take maximum 7 days.