Disgusted Customer

I won’t even rate a 1 for this. I am forced to before i can start my review. I am not a happy customer at this moment and nor a fan of DSTV anymore.

1. On the 24th May, I cancelled my service with DSTV. I was called between the 24th May - 29th May for the Compact Price lock deal at R549 which will provide me with an installation PLUS at an extra cost, I will receive the same on an extra view for R49 extra. This included installation. On the 29th May after battling within ourselves, we then decided that we will take the deal. The lady from the Price lock dept. phoned me and I provided the go-ahead. (Call are recorded right, listen to them).

2. On the 30th May, we received the 1 decoder of R49 pm. On the 7th June, I called and asked what is going on as it has been past the turnaround time and no 2nd decoder, nor installer as yet?

3. On the 7th June, within an hour, the price lock dept. phoned me and arranged for the 2nd decoder to be delivered PLUS for the installed to contact me. This all happened and was possible. When the installer got to our house that afternoon, he opened a 2nd R49 decoder with no installation voucher (same as 1st one). It was late already so I left it for the Monday to sort out. So another weekend without DSTV. Why would i then want to proceed if I had already gone for 3 weeks without DSTV.

Anyway, I called DSTV on Monday, 10 June. I was told that my query is escalated to the Price lock dept. as they are unable to receive calls. i asked for an urgent escalation just like I did on Friday, but this time, no one was interested in providing priority such as on the 7th.

4. I called on the 11th, same story.

5. I called on the 12th, same story. I then advised that should no one get back to me before COB on the 12th, I am cancelling the service.

6. I called on the 13th, spoke to the 2nd supervisor (Dunkin) and guess what, same story. I have once again been fast tracked and escalated for another 24 - 48 hours. This is not customer service. Especially when it’s supposed to be an exception and prioritized matter. No one took me serious on the 12th when I said that I will cancel should no one get back to me.

7. 13th when I spoke to Dunkin, he just tried to escalate me not looking at what I said on the 12th.

8. Yes, 14th came and still no call from no one this entire week. So a process is put in place and everyone refers to this process of escalation and turnaround time. ITS FALSE !!!!!! IT HAS BEEN +- 108 HOURS LATER AND........ NOT ONE SINGLE CALL FROM NO SINGLE SOUL IN THIS ORGANISATION.

When I spoke to another supervisor today - Sbusiso, same story. First he didn’t want to speak to me, just like all the other supervisors. They first say that they will escalate and fast forward / track and that they will be in contact. So I insisted on talking to this supervisor as I am fed up with DSTV and the **** service (NO SERVICE) I have experienced and been receiving. When I asked Sbusiso if he can tell me what’s going on in my account and why I am requesting for him. he didn’t even know. He re**** on me to tell him. Which again for the how many-ieth time, I had to do once again.

He then advised me of the same story!!! He will fast track and escalate and ask to be treated as a priority. Just like all the others did. And this is what I told him. Then he said to me, well I am not allowing him to do the escalation as i keep on telling him it won’t happen. I am in my fullest right to say that to him as the proof has been in the pudding this entire wee****! and for the past week and half / 2 weeks prior to this.

Seeing that he was not in the mood to assist me properly and go the extra mile seeing that i have not had any joy with DSTV, I told him that I am taking down his name, he needs to go and investigate and listen to the recorded calls as to what was promised and sold to me. I asked him what the next step was and who will contact me or what is going to happen now. Guess what, SAME THING! he will escalate for that to be done and prioritise! I said to him, let’s see and I put the phone down.

9. If this is the way I am going to be treated as a customer that has been loyal to DSTV for years and always up to date with my payments, they can go fly 1000 kites. I will go to Netflix or whoever is willing to assist their customers and not just chase for money and sales.

Hopefully after this, someone will wake up and call me. In my life I will never treat my customers like this. This is pathetic and bad for an organisation such as DSTV. Everything else in life is a battle and a fight, and guess what, DSTV falls within that same bucket as proofed. I would have never thought!!!

10. Please, if anyone from DSTV calls me again, please do your research on my matter and listen to the recorded calls. I am not explaining myself again for the 12th time. If not more.

11. PS: I am sitting with a R98 balance that I am supposed to pay DSTV, for what???? It’s a joke!! I need to pay, for what? DSTV? That I don’t have????

Regards Esmaralda Fourie **********