1 reviews | Active since Nov 2024
*********** Contact center agents with a lack of service excellence
On the 30/10/24 I called an agent to swop my 2 packages (Premium & Family) around on two decoders which iv been doing for a while. An agent by the name of Gail Mthembu took it upon herself to upgrade both packages to premium instead of swopping packages on 2 decoders . I immediately called again and agent advised me this has been rectified.
I then took it upon myself to look at my account, and noticed payment outstanding of R1830 .77 which is due to both my decoders been upgraded.
Iv contacted the call center various times with agents giving me their scenarios as to why iv been charged extra , without them knowing i was upgraded by their agent without consent - almost like i must pay extra by all their scenarios when explained to them they seem bemused and shocked. Agents then put me on hold to speak to their managers for over 30 minutes and come back with the same answer " my manager will listen to the recoding's that transpired on the 30/10/24 and get back to you - to date this has not happen.
Why does the consumer have to be held accountable and pay more due to incompetence of the entire contact center , which has all off my recoding's. Called the Durban call center today and was told yet again the supervisors Nombuso will listen to my recoding's and rectify my account , which i know will not happen as the word service delivery does not exist in DSTV contact centre
Thank you for reaching out to us. We have received your query and are currently looking into it. Our team will get back to you as soon as possible with the information or assistance you need. Should there be any further updates or details required, we will be in touch. Thank you for your patience.
Kind regards,
DStv: Hello Peter Team
Thank you for reaching out to us. We have received your query and are currently looking into it. Our team will get back to you as soon as possible with the information or assistance you need. Should there be any further updates or details required, we will be in touch. Thank you for your patience.
Kind regards,
DStv: Hello Peter Team
quick response on forum , however no phone call from your contact center , or email with any feedback.
My point been the lack of service excellence from you team !
quick response on forum , however no phone call from your contact center , or email with any feedback.
My point been the lack of service excellence from you team !
Call agent agreed to rectify mistake made on their end, and add me to package I was previously on. Call was made 14 November 2024 , in which I asked agent to call me back to provide my required details, to this day I have noted received phone call back to supply relevant information.
Again, the contact center fails to comply with customer requests and lacks service delivery
Call agent agreed to rectify mistake made on their end, and add me to package I was previously on. Call was made 14 November 2024 , in which I asked agent to call me back to provide my required details, to this day I have noted received phone call back to supply relevant information.
Again, the contact center fails to comply with customer requests and lacks service delivery