Dissapointed ***

We are rather disappointed at multichoice and their confused behavior around our situation. I am a customer of multchoice and so is my mother, we live in 2 separate homes in fact city's. my mum has her own dstv subscription and i have my own, but last week my mother made a gesture to buy me a explora as a gift on the price lock plan R119 (which is just the decoder and installation) she distinctly told the person selling to her she is buying it as a GIFT for her daughter and they called me for delivery details once it was approved, through out this 2day process of phoning us no one said this cannot be done, no one said the decoder can not be given to someone else, yet they were told over and over it is for someone other than the person taking the contract. now it was delivered yesterday and the installers came through to set up, when i called DSTV to activate the smart card (after deactivation of my old one) i was told i cannot not activate my current subscription on this decoder as it belong to my mum. i told them yes my mum bought the explora for me and she will pay the R119 but i will use it and move my current package onto it and pay for that portion. they said this cannot be done, i was very upset i said then why did your staff make a sale they knew would not work for the people buying because this was explained to them, i was then told to do a change of ownership form, which they emailed to me, my mum and i did all the necessary paper work even though we do not agree, no where did she want me to take over the explora we just want it to be used by myself. after completing the forms we were instructed to, i get a mail saying change of ownership cannot be done on price lock plan it needs to be paid in full. can some one please explain to me what is not understood by what we were requesting. if my mother wanted to be responsible for the cost of the explora and my package she would have taken the plan for +/-R500 or +/- R900 which includes subscription but she did not she just wanted to get just the decoder, i am responsible for my package subscription as i have always been. this is upsetting us because now we sitting with no dstv at all because my old smart card is cancelled because i was excited when i received my gift and wanted to connect. so if this cannot be sorted we suggest you collect your decoder asap and cancel the sale to my mother, and in future please explain to staff in price lock dept that no exploras can be bought as gifts for someone else, please dont push for a sale on someones name and then not be able to follow through with their desires. we hope to have a response soon as we called though numerous times yesterday and all everyone could do was tell us they will escalate and get someone to call, the call we received last night also gave no joy because again no1 seems to understand what we are saying. at the end of the day we are good paying customers both my mum and i and you guys would have been paid your R119 for the decoder as well as the package subscription from me for use of it, so i dont understand why this cannot be sorted, but if you insist it can not be then we sadly hav to admit we are unhappy and you can please take the exlpora back and we go back to as we were last week.

Regards Natasha Pearce Yasmin Pearce