DSTV, THE WORST SERVICE I HAVE EVER RECEIVED.

Attention: Directors @DSTV

I very seldom turn to social media to vent my issues however DSTV has left me with no other choice. Never have i ever spoke to more than 20 agents, a social media team, senior consultants and still no one can assist. Never from any company has there been a request to speak to the managers yet not a single one of them have called. The below step by step points indicate my frustration which is initially emailed to DSTV. Since then all the social media team has done was keep referring me to a price lock team who then calls me and says it will be sorted to only be kept waiting again. In my opinion just resend the decoders which you already billed me for, done, however staff continue to lie in there engagements which i have proof of and it really seems like there is absolutely zero ownership for resolving this complaint.

To whom it may concern

I really need someone to step in from dstv to assist with a month long issue which has still not been resolved. What is even more scary is the escalations process as well as agents providing conflicting information as well as managements inability to resolve, make contact with clients despite promising this. Please see below simplified breakdown of all interactions I have had with dstv over the past month with no happy ending. Initially upgrading the packing and adding the dual view was supposed to be a surprise for my dad who longs for this service however this is quickly turning into one of the worst customer experiences I have ever dealt with.

1st Engagement My first interaction of the chat was with a consultant by the name of Bongekile Mlindwa, she noticed another lady Daphney assisted with the sale, she said she will track my order and provided me the below information on the screenshot. I advised her that I have never received any parcel or call from the courier. I also made mention to them that within our area there are two addresses, 38 Alps Street Tafelsig and 38 Alps Circle Tafelsig, we reside in at 38 Alps Circle Tafelsig. I was was asked why the courier guy did not call after checking call logs for the day and she could not answer. The conversation concluded where I was told to wait 24 hours for feedback, however this never happened.

2nd Engagement My second engagement was with a Kgotso M, with whom I raised the issue with again however again no help, when I asked him can he not view the chat history his response was and I quote, “no hey, this is a new chat and history has been cleared”, so guess what I now needed to explain the entire situation to him again, and this time he could not even help me after I advised the previous agent could view the tracking order. I also advised him that I received an sms that I will be billed for the new decoders which I do not have and his response was contact help@dstv. I requested to speak to a team leader , he made contact and the team leader advised him that we must provide our details and he will make contact, my son is assisting me with this matter so I gave both my number and my sons number and the email address and guess what again no feedback.

I was told to ignore the sms received as I would not be billed, kindly see snippits of conversations.

3rd Engagement My 3rd engagement was with Miss Kgaogelo T, I vented my disgust at the level of service as everything the previous consultants advised would happened at this point has still not happened. I again asked to be transferred to a manager or for them to call me back and still no transfer, I even asked are the managers scared to engage with customers as its seems that way, one excuse I got was we working remotely hence I rep****, how does working remotely excuse a manager to interact with a client. What was even more scarier about this conversation was that the tracking sheet I posted above was completely different to the information the lady was telling me, she told me that the decoders are still at storage and they have not been dispatched yet due to backlog which now made my blood boil. I requested to speak to her manager Mr Colin Nukeri who promised a call back and guess what im still waiting. I was told that we would not be debited however still I have been debited without any decoder.

4th Engagement I spoke to Clara Photwane has entered the conversation, today and again requested assistance only to be told thatb she will escalate, I mean really now how many times must I hear the same thing and no one gets back to me. I told her we have been billed the new amount yet still no products, to cut along story short asked again for a manager to which I received the same reply as before, we will escalate and you will get feedback. Cumon now is this really how DSTV lives the brand promise.

After really trying to avoid social media dstv is leaving me no further choice but to expose this blatant in my words disregard to help. This truly has been the worst customer interaction I have ever experienced as a consumer. Is there anyone at DSTV who is capable to assist.

My contact details are *** Dane Daniels and my mothers is Christine Ruiters ***, our email addresses are as follows *** and ***.