MC
Murray C
1 reviews | Active since Dec 2013
25 May 2021, 15:25
DSTV initial response to review but nothing no action to sort out the problem
Less than a month ago I wrote a very poor review on the useless new Explorer decoder that lasted less than 5 months plus the terrible service from the DSTV agent in PMB, the wait of 3 hours my wife had to get service, the lack of nasks inside the agent and the fact that our 5 month old decoder was replaced with a decoder that was older than ours and had obviously been repaired and that lasted less than 5 hours before it totally blew up.
The end of this saga was that I had to purchase a new explorer decoder at my expense which is actually still working.
DSTV actually contacted me by phone and advised that this matter had to be escalated. Well guess what nothing further.
What I have noticed is that one does a negative review and the organisation being reviewed likes people to respond, to look good, but never actually does anything further. Lets get the service and customer focus right. especially from the places like DSTV who have no opposition.
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Replies (1)MC
Murray C's updateReviewer Update
27 May 2021, 14:48After my last review of DSTV Multi Choice actually responded. However customer service actually much worse than expected. My Explorer decoder was purchased in late December. It lasted until almost the end of April when it totally packed up. As stated before my wife spent 3 hours waiting to be served at the Multi Choice agent in PMB. We were then given a so called repaired decoder that lasted less than 5 hours. We then purchased another new decoder from a local agent and installer and it is working okay but only about 30 days old. This cost us R999,00
Multi-choice have advised that although the although the warranty is 6 months the actual warranty for a new decoder is 60 days, after that you get an exchange decoder. They must really have faith in their decoders. Who gives an effective 60 day warranty.
Further they advised that the problem with the decoder was caused because their selected installer in Durban ( jobs for pals as we in Hilton near Howick where there is a good installer ) did not install the decoder correctly.
I still have the repaired ?? decoder at home and asked them to please collect it and check it and credit us. Oh No!! Although all the faults lie with them we ( my wife of 72 , I have just had a knee replacement and have just come out of hospital ) must take it back to their agent in PMB. When asked why they could not collect it their reply was that is not one their conditions. Dont worry about customer service or your own faulty equipment, just let the paying customer have all the problems of sorting out what they admit is their installers fault. They have people who cone to PMB but no their customer must take it back .
With regards the question of people not wearing masks inside their agents premises, the sign on the door says no mask no entry so my wife must be lying.
This is a typical example of a company who is a monopoly and does not care about their customers.
No wonder so many people are moving to Netflix.
Most importantly for Multi Choice customers just remember that of your decoder breaks and you want a new decoder you have 60 days to return it. Otherwise after that you will have your decoder exchanged for a probably older so called fixed decoder.
Well done Naspers just keep on with your great service and run your product into the ground.
Multi-choice have advised that although the although the warranty is 6 months the actual warranty for a new decoder is 60 days, after that you get an exchange decoder. They must really have faith in their decoders. Who gives an effective 60 day warranty.
Further they advised that the problem with the decoder was caused because their selected installer in Durban ( jobs for pals as we in Hilton near Howick where there is a good installer ) did not install the decoder correctly.
I still have the repaired ?? decoder at home and asked them to please collect it and check it and credit us. Oh No!! Although all the faults lie with them we ( my wife of 72 , I have just had a knee replacement and have just come out of hospital ) must take it back to their agent in PMB. When asked why they could not collect it their reply was that is not one their conditions. Dont worry about customer service or your own faulty equipment, just let the paying customer have all the problems of sorting out what they admit is their installers fault. They have people who cone to PMB but no their customer must take it back .
With regards the question of people not wearing masks inside their agents premises, the sign on the door says no mask no entry so my wife must be lying.
This is a typical example of a company who is a monopoly and does not care about their customers.
No wonder so many people are moving to Netflix.
Most importantly for Multi Choice customers just remember that of your decoder breaks and you want a new decoder you have 60 days to return it. Otherwise after that you will have your decoder exchanged for a probably older so called fixed decoder.
Well done Naspers just keep on with your great service and run your product into the ground.
MC
Murray C's update27 May 2021, 14:48
Reviewer Update
After my last review of DSTV Multi Choice actually responded. However customer service actually much worse than expected. My Explorer decoder was purchased in late December. It lasted until almost the end of April when it totally packed up. As stated before my wife spent 3 hours waiting to be served at the Multi Choice agent in PMB. We were then given a so called repaired decoder that lasted less than 5 hours. We then purchased another new decoder from a local agent and installer and it is working okay but only about 30 days old. This cost us R999,00
Multi-choice have advised that although the although the warranty is 6 months the actual warranty for a new decoder is 60 days, after that you get an exchange decoder. They must really have faith in their decoders. Who gives an effective 60 day warranty.
Further they advised that the problem with the decoder was caused because their selected installer in Durban ( jobs for pals as we in Hilton near Howick where there is a good installer ) did not install the decoder correctly.
I still have the repaired ?? decoder at home and asked them to please collect it and check it and credit us. Oh No!! Although all the faults lie with them we ( my wife of 72 , I have just had a knee replacement and have just come out of hospital ) must take it back to their agent in PMB. When asked why they could not collect it their reply was that is not one their conditions. Dont worry about customer service or your own faulty equipment, just let the paying customer have all the problems of sorting out what they admit is their installers fault. They have people who cone to PMB but no their customer must take it back .
With regards the question of people not wearing masks inside their agents premises, the sign on the door says no mask no entry so my wife must be lying.
This is a typical example of a company who is a monopoly and does not care about their customers.
No wonder so many people are moving to Netflix.
Most importantly for Multi Choice customers just remember that of your decoder breaks and you want a new decoder you have 60 days to return it. Otherwise after that you will have your decoder exchanged for a probably older so called fixed decoder.
Well done Naspers just keep on with your great service and run your product into the ground.
Multi-choice have advised that although the although the warranty is 6 months the actual warranty for a new decoder is 60 days, after that you get an exchange decoder. They must really have faith in their decoders. Who gives an effective 60 day warranty.
Further they advised that the problem with the decoder was caused because their selected installer in Durban ( jobs for pals as we in Hilton near Howick where there is a good installer ) did not install the decoder correctly.
I still have the repaired ?? decoder at home and asked them to please collect it and check it and credit us. Oh No!! Although all the faults lie with them we ( my wife of 72 , I have just had a knee replacement and have just come out of hospital ) must take it back to their agent in PMB. When asked why they could not collect it their reply was that is not one their conditions. Dont worry about customer service or your own faulty equipment, just let the paying customer have all the problems of sorting out what they admit is their installers fault. They have people who cone to PMB but no their customer must take it back .
With regards the question of people not wearing masks inside their agents premises, the sign on the door says no mask no entry so my wife must be lying.
This is a typical example of a company who is a monopoly and does not care about their customers.
No wonder so many people are moving to Netflix.
Most importantly for Multi Choice customers just remember that of your decoder breaks and you want a new decoder you have 60 days to return it. Otherwise after that you will have your decoder exchanged for a probably older so called fixed decoder.
Well done Naspers just keep on with your great service and run your product into the ground.