Competence of DSTV/Multichoice and the staff employed.

To whom it may concern, I accepted a “Black Friday” deal for an Explora 3 on a 12-month contract for R749.00. The device was received and installation completed well within the 14-day period. On the same day of installation 28th November, I called DSTV customer service, as requested to do so by the individual that sold me the deal, to ensure that the package was setup on my account correctly to ensure that I would not be double billed. Upon my call to DSTV, it was identified that the package was not changed and my account was still on the old premium package for R899 pm. The agent advised that she would escalate the matter to ensure that the correct package was loaded and that I would not be double discounted (reference number ********** 8 - i47) I called the installer to explain my problem who demonstrated great customer service by getting in touch with DSTV to rectify the issue. She managed to arrange a telecom with her, DSTV (Kensani) and myself. It was identified that the previous escalation was sent to the incorrect department i.e. the person who handled my previous call did not execute their job correctly. How could they escalate the matter to the incorrect department, are they not trained in ensuring customer service is carried out correctly. Do they not know their job that they do not know where escalations should be directed? The woman, who assisted in this call, ensured that the matter would be escalated to the correct department. (Reference number ********** 8 – i49). I was told this matter would be resolved in 48 hours. I then called DSTV on Friday 30th November after the 48 hours expired and was assisted by a man called Frank. He told me that the SD number was not generated. Which means that the previous call was not handled correctly by Kensani. (Once again, the question of the competence of the consultants comes into play where they are not performing their duties correctly. We the customer pay a service and yet are not receiving it due to the incompetence of DSTV staff. The only statement they are well versed in is “plug out the LNB cable and then insert it again” I think every DSTV customer knows to try this before calling the customer service!!!!!” Frank then generated a SD number 303990. I then asked to speak to a supervisor where I was kept on hold from 12:13 – 12:28 and then cut off. No attempt was made to call me back (I assume the attitude of DSTV and staff is that the customer must bear the telephone cost for an issue that DSTV cannot resolve) I then called back and requested to speak to Frank who gave a lame excuse that he was locating his supervisor. (I would think that after a minute of not being able to locate a supervisor the consultant must notify the customer, not leave the situation hanging up in the air) I then spoke with Innes/Innith who is the supervisor/manager and she advised that she would work on the calculations and have the matter resolved. A matter outside of the account query was a signal status (reference number ********** 8 – 52) I called the DSTV call Centre and explained to the woman that the signal worked the previous day as it installation had just taken place and the unit was brand new. I switched on the plug source and then could not receive signal. When I queried the women customer service and DSTV overall customer service, in an attempt to ridicule me she always responded with “I’m sorry I cannot hear you”. This is pathetic service from her, I am truly disgusted in her behavior and that is a reflection of DSTV! You can imagine my frustration after speaking to so many people and not having my account resolved. The only people in the equation that tried to assist me was the installers however as for DSTV/multichoice your customer service is disgustingly pathetic and I question your processes and knowledge of staff employed. I will spread the word on social media regarding my poor experience with your customer service. I would like feedback regarding my account and written confirmation that the account has been rectified.