DP
Danie P
1 reviews | Active since May 2020
08 Feb 2024, 22:24
Decoder replacement activates Rewards downgrade
I had to replace a (secondary) decoder - without changing my account or anything. Since then my Rewards status has been downgraded one level. The explanation by the Customer Service desk is that any change activates such a downgrade and it will take three months (if there are no changes) to reach my former status. They are adamant that this is the position despite no changes to my account. So beware!! If you do something as simple as replacing a decoder it has huge implications beyond the fact.
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Replies (3)0
Replies (3)
DStv (MultiChoice)'s replyOfficial
08 Feb 2024, 22:34Hi Danie,
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Best regards,
DStv (MultiChoice)'s reply08 Feb 2024, 22:34
Official
Hi Danie,
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Best regards,
DStv (MultiChoice)'s replyOfficial
10 Feb 2024, 08:50Hi Danie, we hope this email finds you well.
Thank you for bringing your concerns to our attention regarding the downgrading of your DSTV rewards level after a decoder replacement. We understand how important it is for our customers to retain their rewards status and apologize for any inconvenience caused.
We want to clarify that according to our rewards terms and conditions, maintaining an active Extraview subscription for three or more months is indeed a requirement to retain certain reward levels. However, we want to assure you that your rewards status will be upgraded back to Legend status after three months, provided that you link your Showmax subscription to your DSTV bill post-launch date.
We value your loyalty as a DSTV customer and appreciate your patience during this process. If you have any further questions or feel your query has not been resolved to your satisfaction, please do not hesitate to reply or contact our customer support team.
Regards,
DStv: Hello Peter Team
Thank you for bringing your concerns to our attention regarding the downgrading of your DSTV rewards level after a decoder replacement. We understand how important it is for our customers to retain their rewards status and apologize for any inconvenience caused.
We want to clarify that according to our rewards terms and conditions, maintaining an active Extraview subscription for three or more months is indeed a requirement to retain certain reward levels. However, we want to assure you that your rewards status will be upgraded back to Legend status after three months, provided that you link your Showmax subscription to your DSTV bill post-launch date.
We value your loyalty as a DSTV customer and appreciate your patience during this process. If you have any further questions or feel your query has not been resolved to your satisfaction, please do not hesitate to reply or contact our customer support team.
Regards,
DStv: Hello Peter Team
Best regards,
DStv (MultiChoice)'s reply10 Feb 2024, 08:50
Official
Hi Danie, we hope this email finds you well.
Thank you for bringing your concerns to our attention regarding the downgrading of your DSTV rewards level after a decoder replacement. We understand how important it is for our customers to retain their rewards status and apologize for any inconvenience caused.
We want to clarify that according to our rewards terms and conditions, maintaining an active Extraview subscription for three or more months is indeed a requirement to retain certain reward levels. However, we want to assure you that your rewards status will be upgraded back to Legend status after three months, provided that you link your Showmax subscription to your DSTV bill post-launch date.
We value your loyalty as a DSTV customer and appreciate your patience during this process. If you have any further questions or feel your query has not been resolved to your satisfaction, please do not hesitate to reply or contact our customer support team.
Regards,
DStv: Hello Peter Team
Thank you for bringing your concerns to our attention regarding the downgrading of your DSTV rewards level after a decoder replacement. We understand how important it is for our customers to retain their rewards status and apologize for any inconvenience caused.
We want to clarify that according to our rewards terms and conditions, maintaining an active Extraview subscription for three or more months is indeed a requirement to retain certain reward levels. However, we want to assure you that your rewards status will be upgraded back to Legend status after three months, provided that you link your Showmax subscription to your DSTV bill post-launch date.
We value your loyalty as a DSTV customer and appreciate your patience during this process. If you have any further questions or feel your query has not been resolved to your satisfaction, please do not hesitate to reply or contact our customer support team.
Regards,
DStv: Hello Peter Team
Best regards,
DP
Danie P's updateReviewer Update
10 Feb 2024, 09:43Dear DSTV team - the fact is that I didn't change anything on my account. It is supposed to be the same as it was in the past years. All that changed from my side was that I replaced a decoder. How could that trigger a downgrade? I had an active Extraview subscription for the past, at least, 10 years.
DP
Danie P's update10 Feb 2024, 09:43
Reviewer Update
Dear DSTV team - the fact is that I didn't change anything on my account. It is supposed to be the same as it was in the past years. All that changed from my side was that I replaced a decoder. How could that trigger a downgrade? I had an active Extraview subscription for the past, at least, 10 years.