Call Abandonment, Installment Query
I took a DSTV updgrade installed 6 June 2020 by Multisim installers, my instruction to the installer installing the dish was the owner of the Unit had a dish installed already which I’ve been using as I'm a tenant prior to the upgrade, and he must check where he can install mine without moving the owner's one. Unfortunately, I realised after they left he had removed the owner’s dish without my consent, and he had installed my dish instead. Part of my lease agreement is to have everything remain as is including the dish. I need that dish installed back. So I called into the call centre to explain my query, unfortunately Ms S – Chinnasamy said I must call Multisim and make my own arrangement which I refused; explaining that the poor service was carried out through Multichoice contractors which isn't my responsibility as a client of Multichoice, I expected Multichoice to follow up which they promised since 7 June until 22 June i haven't heard from them regarding my query. While i was logging my complaint the consultant cut my call and transfer me to a Ms Maseroke without my consent.Please can you investigate this matter as Call Abandonment is a serious offence and I expect a discussion be held with this consultant.advice on the matter on my query ( Lack of professionalism, Call abandonment, Transferred call before advicing me). 2ndly i haven't heard a response from Multichoice since 7 June to date on when the dish will be reinstalled and why it was removed in the 1st place by the contractors.
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Replies (2)
DStv (MultiChoice)'s replyOfficial
22 Jun 2020, 21:34Hi Jeanette Betha,
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
Best regards,
DStv (MultiChoice)'s reply22 Jun 2020, 21:34
Official
Hi Jeanette Betha,
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
Best regards,
DStv (MultiChoice)'s replyOfficial
23 Jun 2020, 00:03Hi Jeanette Betha,
On behalf of MultiChoice, I want to extend my sincerest apologies for the negative experience that you had with our customer service agent. We do our best to train each of our representatives on how to properly handle our customers’ issues, including how to escalate problems that they are unable to assist with. Your concern was not handled properly, and we are going to take steps to ensure that this situation does not repeat itself.
Regarding the installation failure by the installers we are unable to find Multisim on our list of installers around your area. If the installer is not on our list on installers it means they are not accredited by MultiChoice, they merely work under the brand name as they also do DStv installations.
We will need you to reply privately with the contact details of this installer so that we can contact them to hear from them. Also include when did you notice that they removed the original dish (date), and your efforts to contact them to bring back the old dish.
Should you require further assistance, please do not hesitate to contact us send us an email at ***.
Kind regards,
DStv: Hello Peter Team.
On behalf of MultiChoice, I want to extend my sincerest apologies for the negative experience that you had with our customer service agent. We do our best to train each of our representatives on how to properly handle our customers’ issues, including how to escalate problems that they are unable to assist with. Your concern was not handled properly, and we are going to take steps to ensure that this situation does not repeat itself.
Regarding the installation failure by the installers we are unable to find Multisim on our list of installers around your area. If the installer is not on our list on installers it means they are not accredited by MultiChoice, they merely work under the brand name as they also do DStv installations.
We will need you to reply privately with the contact details of this installer so that we can contact them to hear from them. Also include when did you notice that they removed the original dish (date), and your efforts to contact them to bring back the old dish.
Should you require further assistance, please do not hesitate to contact us send us an email at ***.
Kind regards,
DStv: Hello Peter Team.
Best regards,
DStv (MultiChoice)'s reply23 Jun 2020, 00:03
Official
Hi Jeanette Betha,
On behalf of MultiChoice, I want to extend my sincerest apologies for the negative experience that you had with our customer service agent. We do our best to train each of our representatives on how to properly handle our customers’ issues, including how to escalate problems that they are unable to assist with. Your concern was not handled properly, and we are going to take steps to ensure that this situation does not repeat itself.
Regarding the installation failure by the installers we are unable to find Multisim on our list of installers around your area. If the installer is not on our list on installers it means they are not accredited by MultiChoice, they merely work under the brand name as they also do DStv installations.
We will need you to reply privately with the contact details of this installer so that we can contact them to hear from them. Also include when did you notice that they removed the original dish (date), and your efforts to contact them to bring back the old dish.
Should you require further assistance, please do not hesitate to contact us send us an email at ***.
Kind regards,
DStv: Hello Peter Team.
On behalf of MultiChoice, I want to extend my sincerest apologies for the negative experience that you had with our customer service agent. We do our best to train each of our representatives on how to properly handle our customers’ issues, including how to escalate problems that they are unable to assist with. Your concern was not handled properly, and we are going to take steps to ensure that this situation does not repeat itself.
Regarding the installation failure by the installers we are unable to find Multisim on our list of installers around your area. If the installer is not on our list on installers it means they are not accredited by MultiChoice, they merely work under the brand name as they also do DStv installations.
We will need you to reply privately with the contact details of this installer so that we can contact them to hear from them. Also include when did you notice that they removed the original dish (date), and your efforts to contact them to bring back the old dish.
Should you require further assistance, please do not hesitate to contact us send us an email at ***.
Kind regards,
DStv: Hello Peter Team.
Best regards,