Complaint for 29/11/2018

Good Day

I since complaint to multichoice(DSTV) as per below on the 29th of November and I am since waiting for a response from them as promised.

--Original Message-- From: ********** Date: 29/11/2018 09:13 AM To: ********** ********** ********** Subject: [EXTERNAL] Msg : Customer No. ********** 2 - ID ********** 841088

Good Day

Yesterday I called your Call Centre at 17:36 using cell number ********** and my first call was answered by Debbie I think as I could not hear her probably.

I asked her to speak a bit louder as I could not hear her, she gave me an attitude telling me she is in the Call Centre she cannot be louder anymore.

I then asked to speak to a supervisor as her service was unacceptable, she put me on hold for at least 20 min and never came back to me on the line.

I then had to cut the call after 20min of holding on for a supervisor.

This was the worst service ever given to me by a multichoice customer service call center agent.

I've worked for the company before and this was never accepted, you couldn't put a client on hold for more than three minutes.

As a call center manager myself I will never tolerate such service from any of my staff.

Please listen to this call and give feedback as soon as possible.

The unemployment rate is very high in South Africa and we have such fortunate people who are employed but do not appreciate their jobs and treat people like ****.

I had to call you guys four times as I had bought another decoder explora 3 and I needed assistance to connect it.

My second and fourth calls were much better but the other two were terrible.

Please let me know what will happen regarding this complaint.

Thank you.

Kind Regards Linda Ndaba ********** 050

When the solution is simple, God is answering. Enquiry Reference Number: 959207

Dear Linda Ndaba

Thank you for your email

It is with regret that we learn of your unpleasant experience in dealing with MultiChoice agent and the level of service you have received in this regard.

Our intention is certainly not to provide a sub-standard service to our customers. In fact, our focus is to provide great experience to our customers in all your dealings with us.

Your recent bad experience is taken up in a very serious light. We will be investigating your concerns and on completion our internal process will be implemented.

Once again, please accept our sincerest apologies for any inconvenience you may have experienced in this regard.

Feel free to contact us should you require any further assistance.

Kind regards, Rupert Paulsen

I have now taken this route to get someone to hear my concern regarding this. it is clear from Multichoice that they have no respect of how we as clients are treated when we call the Call Centre. I hope this will receive some wanted attention from them.