Bad Customer Service and lack of accountability

I have just finished talking to a DSTV consultant (Lungisani Mtshali-Multichoice Durban branch) and requested for him to allocate Team Leader Zinhle who promised to provide feedback to me regarding the query logged on the 19th of April 2023.

Lungisani then advised me that it was not possible for him to allocate Team Leader Zinhle and requested that I explain to him what the query was all about. I then explained to him that I have already explained the same story to four of his colleagues and I would prefer that he traces Team Leader Zinhle who has the record of our conversation.

I then requested to speak to his Team Leader (Rodney Pillay) to which he advised me to hold on the line while reaching out to his Team Leader (I could hear a conversation between Rodney and Lungisani as he did not mute the call). Rodney was explaining to Lungisani of the complaints process and a few minutes later Lungisani came back to the call and advised me that his Team Leader is busy with some urgent matter and requested for me to explain my query to Lungisani.

I then advised Lungisani that multichoice has serious issues in terms of Quality Assurance and customer service experience as the Team Leader refused to assist the client point blank.

This is a simple query that a team leader could have resolved instead of him letting it escalate further. When I gathered information from Lungisani was that the only note he could pick up on the system was for 22/4/2023 and I find it strange that my initial call was on 19/4/2023 and Team Leader Zinhle did not update the notes for 04/5/2023 and the other two consultants I initially spoke to prior speaking to Team Leader Zinhle did not update the notes either as per query request.

My query for today was only simply following up on the conversations recorded from the 19th,22nd of April, and 4 May and the remedy thereafter of which Team Leader Zinhle promised to provide feedback on the same day (4 May 2023) of which she didn't keep to her promise, and I had to make a follow up myself on the 10 May 2023.

I wish this review is read by the HODs of Multichoice presumable that they are unaware of the lack of Quality Assurance governance and pathetic customer service that we get as customers and the lack of leadership thereof by some of the leaders they hired to run daily operations at multichoice.