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Pieter C

1 reviews | Active since Jan 2014

18 Jun 2018, 06:43

Chasing their clients away by the thousands!

This is now my 3rd complaint in regards with DSTV since the beginning of May - the other 2 reports were done on 2 May and 14 May - which clearly didn't bother them to the extent of actually fixing any of the serious problems that I referred to - i.e. a company that doesn't even take note/care of constructive criticism is a company who is going downhill fast... it's very obvious that they're already aware of the fact that their days will be numbered as soon as proper Fibre Connections are installed throughout South Africa - i.e. the reason why they're now already trying to "hook" people by trying to get them to sign 24-months contracts...

Anyway, as previously, my complaint has to do with their PATHETIC website and app as well as all other useless "self service" portals - of which NONE of them works effectively! Point in case - our holiday home was activated on Thursday 14 June for "3 days" - which then translates into actual activation (and billing) for 4 days - i.e. until midnight on Sunday 17 June. As we decided to stay on an extra day I thus wanted to activate the holiday home for another day just now - but - (similarly to what I experienced in regards with my previous complaint more than a month ago) - I then realized that on all of the self service portals it now states that according to DSTV my service is actually "still connected until 18 June??!!" - even though it did in fact disconnect last night at 12h! When I switch on the TV it states a E-16 error - and when I then try to clear it I get a "for SA citizens only" error message - noting that I am in fact a SA citizen??!! The platforms also constantly throws out "check your internet connection" messages - at the exact same times that I'll have other websites running perfectly due to perfect signal/connection at the time! Besides that you will also often just get "we are busy experiencing technical difficulties" pop ups! And their latest gem of an idiotic feature is to have a "chat bot" pop-up popping up on EVERY SINGLE PAGE YOU OPEN??!! Out of all of the hundreds of issues extremely frustrating issues I've experienced with DSTV over the years - this must surely be the most frustrating feature - as surely when you close the pop-up the first 5 times you're not going to be using it on the next 5 screens are you DSTV?! Idiotic is the only way of describing the illogical processes/principles that they use of chasing away their own clients!

I'm basically just typing this to vent my extreme frustration with them as I know from experience that they really couldn't care less about their "clients".

I will not recommend them to anyone and will be the first to leave once I can access a better internet connection!

0
Replies (4)
DStv (MultiChoice)
DStv (MultiChoice)'s reply18 Jun 2018, 14:37
Official

Dear Pieter,

We acknowledge receiving your complaint. Feedback will be communicated as soon as possible.

Kind regards

DStv: Hello Peter Team

DStv (MultiChoice)
DStv (MultiChoice)'s reply18 Jun 2018, 18:38
Official

Dear Pieter,

It is with regret that we learn of the frustration and inconvenience you have experienced with our service. Please accept our sincerest apologies in this regard.

Please note that you will need to communicate with our Live Chat Team for immediate online assistance.

Kindly use this link https://now.dstv.com/Home/Login?returnUrl=http%3A%2F%2Fnow.dstv.com%2F and at the top right select Live Chat.

Should you require further assistance, please do not hesitate to contact us send an email to *** .

Kind regards,

Edward

DStv Hello Peter Team

PC
Pieter C's update19 Jun 2018, 11:01
Reviewer Update
Dear Edward With all due respect - if it was the first time that I received a... "It is with regret that we learn of the frustration and inconvenience you have experienced with our service. Please accept our sincerest apologies in this regard." ...message from DSTV - and not the THIRD TIME - I might still have believed it, but let's be honest - if you did really "care this much" - especially since this complaint has been ongoing for more than a month and a half now - would you not at least have gotten someone from that dept to at least just give me a call to assist in clearing up the (many!) problems asap rather than just leaving it to over to MY FURTHER INCONVENIENCE by having to WASTE MORE OF MY TIME in having to "chat" for probably another hour+ due to having to then explain the many problems right from the beginning again, via text, in trying to get problems caused by YOUR OWN COMPANY'S INCOMPETENENCY solved?! The answer is unfortunately very clear... So by always just "apologizing" quite frankly you're not helping much in actually assisting in getting to the bottom of the problems! Isn't the entire point of a portal like this and a dept like yours to get to SOLUTIONS - and not by making PROBLEMS CAUSED BY YOUR COMPANY THE RESPONSIBILITY OF YOUR CLIENTS TO THEN FOLLOW UP ON AND GET RESOLVED?! Surely that is your job and not your clients?! And if your read through your message again and think it through - did you really do your utmost best in order to assist me seeing things in the light that as a DSTV customer I'm paying a premium for a service that you're failing over and over and over to provide?! No, you didn't... the right thing would've been to get my complaint(s) conveyed to the correct dept and then get them to contact me from their side!! I.e. - good bye DSTV and all of the best to you and your colleagues who will surely have to start looking out for new jobs soon!
PC
Pieter C's update19 Jun 2018, 11:01
Reviewer Update
Dear Edward With all due respect - if it was the first time that I received a... "It is with regret that we learn of the frustration and inconvenience you have experienced with our service. Please accept our sincerest apologies in this regard." ...message from DSTV - and not the THIRD TIME - I might still have believed it, but let's be honest - if you did really "care this much" - especially since this complaint has been ongoing for more than a month and a half now - would you not at least have gotten someone from that dept to at least just give me a call to assist in clearing up the (many!) problems asap rather than just leaving it to over to MY FURTHER INCONVENIENCE by having to WASTE MORE OF MY TIME in having to "chat" for probably another hour+ due to having to then explain the many problems right from the beginning again, via text, in trying to get problems caused by YOUR OWN COMPANY'S INCOMPETENENCY solved?! The answer is unfortunately very clear... So by always just "apologizing" quite frankly you're not helping much in actually assisting in getting to the bottom of the problems! Isn't the entire point of a portal like this and a dept like yours to get to SOLUTIONS - and not by making PROBLEMS CAUSED BY YOUR COMPANY THE RESPONSIBILITY OF YOUR CLIENTS TO THEN FOLLOW UP ON AND GET RESOLVED?! Surely that is your job and not your clients?! And if your read through your message again and think it through - did you really do your utmost best in order to assist me seeing things in the light that as a DSTV customer I'm paying a premium for a service that you're failing over and over and over to provide?! No, you didn't... the right thing would've been to get my complaint(s) conveyed to the correct dept and then get them to contact me from their side!! I.e. - good bye DSTV and all of the best to you and your colleagues who will surely have to start looking out for new jobs soon!