DSTV -A company that does not care for a man with stage 4 Cancer in the last weeks of his life

My sister in law is a DSTV customer and have an Explorer decoder because my brother loves sport. The family received terrible news that my brother has stage 4 cancer and has been told that he has weeks to live. So we have moved him into a care home in Eston, near PMB to make him comfortable and happy. We tried to install his current HD decoder at the home but their setup only takes old style decoders. As both my sister and law and brother are not able to assist in resolving this problem, I have stepped in to help. I am no longer with DSTV so have a few decoders in the cupboard, so wanted to link one of my old decoders to my sister in laws account. I called the call centre and they advised me to visit the Umhlanga Branch of Multi Choice. This was done and a very sympathetic staff member assisted me to resolve my problem. Unfortunately, the old decoder only worked for an hour and then crashed. I decided to try and link another of my decoders to my sister in laws account via the call center at 8:30pm. I was assisted by an unsympathetic , arrogant lady that was not interested in helping. All she could say is "Give me the number" I asked her what number, to which she responded "Give me the number!" I asked to speak to someone more senior and was cut off. (DSTV management, I request that you view the recording of this call to see how your customers are treated and perhaps review you hiring methodology)

Engaging with "DSTV Cares" on twitter is a waist of time, the responses are slow, at times you have to ask "Is anyone there?" They should change their name to "DSTV Doesn't Care"

Anyway, I called back again and was told to visit DSTV Umhlanga, which I did this morning. After telling the lady at the counter of my problem, there was no sympathy, like "Sorry about your bad news" I was just told, you need to complete a change of ownership form and get both ID's and bring it back to them. I asked them, why have the rules suddenly changed? Do they know that Eston is far away from Umhlanga, can't just pop up the road and I can't bring my sister in law or brother over due to the circumstances. Was given a blank look as a response, so called for the manager. Sthembiso Biyela came over to assist, and told me the same thing. Tried to explain the circumstances but he was unable to look for alternative solutions that would help me. At the same time, no sympathy was offered to the situation my family found itself in. I needed to take the forms to my sister in law, have them signed and produce copies of ID's and then they would link the decoder to her. If I was a *********, I could have done this and they would not be any the wiser. (Shake my head in disbelief)

Sthembiso, then said he would do me a favor by re-linking the decoder to my name and re-opening my account. I told him that he was not doing me a favor as I could do this myself if I wanted to, but DSTV would then receive payment for a service that was not being used and I would also have to pay, who wins in the end? DSTV

Interesting enough, he agreed to stop my sister in laws service and start mine. So it appears that can bend "their" rules if they want to as my sister in law was not contacted to confirm if this arrangement was okay.

I asked them for the email address of senior management in KZN, they could not provide this information. I asked "DSTV Does note Care" the same question and they provided me with the following email address: ********** don'y think this is the CEO's email address. From the aforementioned, it is obvious that staff are not properly trained or alternatively, they protect senior management, typical of a failing company.

You can hear from the tone of this complaint, that I am very emotional which I believe I have a right to be even though your company could not care less for my situation. I have tried to do something for my brother to make in comfortable for his last few weeks but have been faced with ongoing red tape from DSTV. I am not one to complain, and normally get over things quite easily, but this engagement with your company has hurt me deeply, and I will in time have to forgive you for your incompetence and lack of basic human values.

I don't want help as I have wasted enough time on twitter, on the phone and at your offices but believe that you should know what happens at grass root level in your company.

My only wish is that perhaps this might reach the eyes of your CEO, pipe dream I suppose.