Dstv MultiChoice service delivery failure and poor management system!

I have had the worst experience with Dstv MultiChoice when trying to set up the service one of my properties.

I took up a 24 months price lock option including installation on 14 May 2025. We agreed on installation for 22 May 2025. The sales consultant whom assisted me advised that I can change the installation date if I wish. I called back on the same day and spoke to another consultant whom assisted me with changing the installation date to Monday the 19th. On the 19 I called to follow up as I received no correspondence regarding my installation times on the day. The consultat I spoke to (Andiswa) from customer service advised installation was not scheduled for Monday and would be on Thursday 22nd and that the installers would come with the equipment. Andiswa’s manager (Caitlin Brooks) sent me email confirming of this on the 19th confirming my installation will be on 22nd at 10 am.

On the 22nd at 2:30pm I called the call centre to enquire about the installation as nobody came to the property. I spoke a consultant (Busisiwe) who said there is no installation booked for me at all and installation will only be booked after the equipment is delivered to me. I asked her to further investigate as a manager confirmed installation is on the 22nd at 10 and Andiswa confirmed that the installer will arrive with equipment. Upon checking she found that the manger did indeed confirm installation and the consultant advised installation is not booked and she would have to rebook the installation for me and I would have to wait till they find an installer. I asked to speak to her manager and I was made to wait almost 20 minutes on the call only to end up not getting her manager. I asked that she email Caitlin and she said I should have responded to Caitlin’s email advising her that the installer did not come. I asked that she ask Caitlin to call me before close of business and I am not sure if that was done. I emailed Caitlin myself and ask that she call me and the response I got was that they are booking another installation and will call me with feedback.

I am disappointed by the customer service at MultiChoice, from agents to managers. My issue has not been easy to deal with and the experience has been disheartening. I have had to miss 2 days off work to accommodate the days confirmed for installation. The break in communication within the service team is terrible. The lies and empty promises are *********.