DSTV CUSTOMER SERVICE FAILURE

on the 11th of february I raised an issue w.r.t. my account i spoke to Nokwanda i had to make an immediate payment to re-instate the service however Nokwanda escalated the issue committing to a 24-48hr turnaround on 12 feb - i received an email that the issue was escalated, REFERENCE ***2 that was the 12th since then - i have sent follow up emails, and made numerous calls thus far amounting to over 90 minutes last week i spoke to Sane who confirmed that there was no resolution on the issue i asked to speak to her supervisor - and she advised there was no supervisor or team leader. she refused to give me the name of the supervisor as well she said the will ask the supervisor to call me needless to say - nobody has called me

i am now again on a call i spoke to cindy - and asked to speak to a supervisor supervisor is Anathi as i write this - i have been holding on for 16 minutes and i have been told that the supervisor will call me as soon as she is done

it appears that nobody takes accountability for resolution of escalated issues

there is no adherence to the SLA'S you have published in writing

now, 3 weeks later - there is still no feedback

and it appears - your call centre processes

as i publish this just before 2pm, over an hour and a half later Anathi has still not returned my call

to be reasonable - maybe there was a failure at 1 point in the process, even 2

but now, after 3 weeks, despite my follow up emails, despite all the phone calls, despite the promises to provide feedback nothing has changed

that is a system failure that is poor management - that this failure is allowed to happen or maybe its purely lip service service excellence i guess

the management layers are set up to protect seniors from facing customer complaints, whilst also hiding failures of those below and it appears that frontline staff are set up to cover up, rather than to resolve

im quite sure that if i do get a response it will be more of a cover up... and that nobody senior will intervene to fix their processes and systems however if u do feel the inclination to respond, u can reach me at ***