Disgusting Service Received

Good day

My name is Zizipho Liphelo Stwayi. iD no: ***.

I have 3 decoders on my Premium Account. 1 Explora and 2 small decoders.

I had a problem with my Xplora, which is my primary decoder, it gave me an error message that the Harddrive was *******.

I took it in to the Multichoice Agency that is in Newton Park, Port Elizabeth. That was on the 14/06/2025. I got there at about 12:00, they were closing at 12:30. There was a long queue, which I had no problem with because I needed assistance. Finally my time came to be helped. I was assisted by Mihlali Tanda. I checked my decoder and said yes it is faulty so it needed to be replaced. I knew I had no worries because I had insurance. Mihlali then said he couldn’t replace it because they had ‘stock take’, which I knew there was no such then within a second he said no it was because they had a system problem. And I knew he was talking utter nonsense and all these tricks was because it was past their closing time. I asked to speak to a manager, Marcquin Simon then came. Fed me the same nonsense and said I can take the decoder but the swop will then be done on Tuesday, 17th June. So when I asked what must I do if when I get home and my decoders are not working and he said no they will be working I shouldn’t worry and agave me the Ref No: ***. I then asked what must I then do if on Tuesday, what they said they will do has not been done and he said I can complain , since I was going to complaint in any case. Still amazed by that line but any way..

Got home on that Saturday nothing was working. They didn’t change the other decoder to be the primary one since the explora was not yet working. So I had to had to once again call in the call centre with my own airtime and request them to change the primary decoder. So that worked for a while until Sunday and I called more than 5 times spoke to useless agents that could bot assist with the errors I was getting. Some dropping ny call when they saw that they could not assist. One particular one was Nobuhle/Nobahle who did not even put me on hold while looking for her Team Leader so I could hear all the other people speaking in the background. Then she once again like the others also dropped my call. Spoke to a Nontsikelelo who was useless, then Makhosazana who was even worse. Until I decided to leave it. That was on that Sunday and for some reason when I dropped my call with them my two decoders worked.

Tuesday morning, while I was at work, I then got a call from Marcquin who advised me that they had done the swop so everything was back to normal I can just check connect the Explora and everything will be fine. I got home later that day, could not get any signal from the Explora, called the call centre for assistance, had the most horrible service YET AGAIN. I probably called about 7 times with no joy. I then told the last person I spoke to, to leave everything and just let the other two decoder be the ones that are active I will call in an Installer, at my own cost, to assist.

My installer came in this morning connected the Explorer and called the call centre to active my package as it was. They struggled with the call centre agent to link the Explorer smart-card and eventually they say that the problem was the new Explorer Decoder I had received, the smart-card has a problem and they advised that I needed to go back to the Agency.

So now after paying the installer myself and still paying my monthly subscription I still need to again, use my own petrol and take time from my work to fix a problem that I was told was sorted by that MARCQUIN person. I am utterly disgusted, and very must upset by this and really if I had a choice I would cancel this whole package. The people that you have employed in your company have no people’s skills they are nonchalant about people’s problems. If this is the kind of employees that represent your company I am afraid the future for your company looks very blur.

Maybe the money that I am paying every month, might be a drop for you but to me that is my hard earned cash and am expecting good service as I am paying for it.

I need someone to comeback to me and advise what are you going yo do with all these expenses I have incurred and all this time that I have wasted on the phone and going to your agency.

I am expecting a call that will outline the resolutions with regards to the above complaints.

From a disgusted upset customer. Liphelo