1 reviews | Active since Jun 2017
Bitter employee
I've always heard stories on how some DSTV call centre agents operate: if you are an irate customer- they schedule to disconnect your service. I never thought this could happen to me. On the evening of Tuesday 22/01/18 my decoder started acting up. Given that it was already after working hours I called the call centre for assistance. I was advised to take my decoder for testing. After 4 days of running around DSTV agencies and my body co-operate (I'm using communal connection) I decided to try the call centre again. I spoke with Jabulile Cindi and yes I was fuming. During the conversation I tried explaining to Jabulile what was happening but she treated me as if I was making up stories. Conversation got to the point where I asked her about changing my payment date and she told me about pro-rata. I then told her to leave everything as is and SHE decided to disconnect my service. Imagine my surprise when my connection got suspended last night. This behavior is completely unacceptable, ridiculous and just unprofessional. Jabulile's behaviour not only disrupted my tv schedule, she has also disqualified me from the win-a-house competition. Just when you think there's progress with the services rendered by DSTV employees you come accross *********** people like Jabulile Cindi who is just a bitter employee.
Dear Lungi Mavimbela
We acknowledge receiving your complaint. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Best regards,
Dear Lungi Mavimbela
We acknowledge receiving your complaint. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Best regards,
Dear Lungi Mavimbela
We have tried to contact you on ***) at 17H34PM to no avail.
We did retrieve and listened to the call you made to us on the 27.01.2018 at 15H06PM and spoke to Jabulile Cindi.
Listening to the call were able to establish that the disconnection scheduled to Jabulile was proactive approach to assist you as a client. On the call you mentioned that you had a problem with your decoder that was not playing when you plug it to your communal installation. While decoder was tested to be working 100% at the agency the device did not function in your installation. Jabulile mentioned that the problem could be installation, if the device is tested and works 100% at the agency the next step is to check the installation. Jabulile mentioned that we do not send installers and you would need to contact an accredited installer to check your installation.
You then requested, she changes your payment date from the 02nd to the 10th as you will be unable to pay for your DStv subscription while the device was not functioning in your home. Jabulile then mentioned that changing the date will affect you, in the sense that while the device is active on our side you will be charged for those even though the device is not function on your side. The best solution was to temporarily disconnect which was scheduled for the 02.02.2018 to ensure you are not charged up until you are able to get an accredited installer to check your connections at home.
We do have to mention that matter was lost in translation and understand your frustration why you would question decision to disconnect the service by Jabulile. We always strive to provide the best possible service to our clients and educate them on our products and process. We can conclude that the disconnection was not intended out of maliciousness, but a proactive effort to ensure you not affected on the billing side of your DStv account.
Lastly we do need to inform you that should you experience a technical installation problem, kindly contact your body corporate of the premises were you reside as their liable for your installation. You do not use your own personal dish and the installation standards are set out by the body corporate and their installer should assist. Communal installation is different from a stand-alone dish and requires settings that can only be provided to you by the body corporate depending on how their installer did the installation.
Should you request to listen to the call we can make it available to you to listen to second us on our response above. You will need to inform us, when you can avail yourself at the nearest MultiChoice agency or branch we will send them the call for you to listen to. Please note the call is an intellectual property of MultiChoice and will not be provided to you personally.
Kind regards
Edward
DStv Hello Peter Team
Best regards,
Dear Lungi Mavimbela
We have tried to contact you on ***) at 17H34PM to no avail.
We did retrieve and listened to the call you made to us on the 27.01.2018 at 15H06PM and spoke to Jabulile Cindi.
Listening to the call were able to establish that the disconnection scheduled to Jabulile was proactive approach to assist you as a client. On the call you mentioned that you had a problem with your decoder that was not playing when you plug it to your communal installation. While decoder was tested to be working 100% at the agency the device did not function in your installation. Jabulile mentioned that the problem could be installation, if the device is tested and works 100% at the agency the next step is to check the installation. Jabulile mentioned that we do not send installers and you would need to contact an accredited installer to check your installation.
You then requested, she changes your payment date from the 02nd to the 10th as you will be unable to pay for your DStv subscription while the device was not functioning in your home. Jabulile then mentioned that changing the date will affect you, in the sense that while the device is active on our side you will be charged for those even though the device is not function on your side. The best solution was to temporarily disconnect which was scheduled for the 02.02.2018 to ensure you are not charged up until you are able to get an accredited installer to check your connections at home.
We do have to mention that matter was lost in translation and understand your frustration why you would question decision to disconnect the service by Jabulile. We always strive to provide the best possible service to our clients and educate them on our products and process. We can conclude that the disconnection was not intended out of maliciousness, but a proactive effort to ensure you not affected on the billing side of your DStv account.
Lastly we do need to inform you that should you experience a technical installation problem, kindly contact your body corporate of the premises were you reside as their liable for your installation. You do not use your own personal dish and the installation standards are set out by the body corporate and their installer should assist. Communal installation is different from a stand-alone dish and requires settings that can only be provided to you by the body corporate depending on how their installer did the installation.
Should you request to listen to the call we can make it available to you to listen to second us on our response above. You will need to inform us, when you can avail yourself at the nearest MultiChoice agency or branch we will send them the call for you to listen to. Please note the call is an intellectual property of MultiChoice and will not be provided to you personally.
Kind regards
Edward
DStv Hello Peter Team
Best regards,