Continual lies and no follow through from DSTV customer service dept

<p>Dear Sir/Madam. Well over 2 years ago we stopped receiving the DSTV magazine. In May of 2016 when I was on a call to the help centre for a connection issue I queried it and was told DSTV no longer print the magazines. In December I was therefore very surprised to find out that other family members were receiving the magazine. In January I phoned the DSTV customer care line and requested a magazine, and was told we would start to receive them. None arrived so I called again. I have made at least 4 phone calls from January requesting the magazine and each time I was assured it will be sent to us. In June I logged a complaint on their website with the head of customer service. For some reason my husband was contacted instead of me, even though I logged my contact details, but he was assured by the lady that contacted him that we would receive the magazine. The end of June came, other family members received their copy, we did not get ours. At the end of July I logged another complaint on the DSTV website. I was sent an email stating that DSTV are “steadily discontinue the printed magazine TV guide”. The discontinuation of the printed magazine is purely a cost saving exercise for DSTV. Who decides which customers receive the magazine and which ones don’t? My parents and my mother in law receive the magazine. Ourselves and our 90 year great aunt do not. What is the criterion of selection as to whom receives magazines and who does not? We all pay the same monthly fees and all 4 households have an identical DSTV package.</p> <p> </p> <p>Their email went on to say “We want to give our customers the most up-to-date information about the shows and movies on DStv, without having to wait for a DStv magazine to arrive”. Over a week later I am still awaiting a response to my reply “Please can you explain to me how DSTV is providing customers this so called ‘up to date information”? We receive no information on new series that are starting and keep missing them. We have just discovered we have missed the latest series of the Blacklist. The only reason we knew about the Durrell series is because we paged through our parents magazine. I missed a movie that was on because I hadn’t seen the magazine to make a note of it. The list of missed programs is endless. The only information available about programming is the useless onscreen 7 day TV guide which is painful to use and not user-friendly. It’s useless at seeing at a glance upcoming shows and movies. Your website contains the same stupid format. It does not list series. If you do a search under movies it comes up blank. There is no information for the entire month. It does not show programs alphabetically so you can quickly glance at what you are looking for. Neither of these so called guides contain any of the benefits and functionality of the printed magazine.</p> <p>My complaint has supposedly been escalated to both their mailing department (enquiry reference number ********** ) and their business department over a week ago. No one has been in contact. It’s a complete disgrace. I’m not sure why they bother to have a customer service department when all their representatives do is make promises that DSTV has no intention on following through with. I was given nothing but lies ranging from, “we don’t print a DSTV magazine” to “of course we will send you a magazine”. Netflix and other DSTV alternatives are suddenly looking worthwhile to explore as potential replacements.</p>