AL
Adrian L
1 reviews | Active since Mar 2012
13 May 2017, 10:15
Dual View PVR
<p>My Dual View PVR is insured with MultiChoice. They no longer manufacture this decoder. Now they want to replace with a decoder with less functions. If I still want the full dual view and recording I must buy a second decoder. My policy clearly states "swap with the same or similar". This is unacceptable. I am paying insurance for a dual view PVR. If they cannot give me what I had, then why keep taking the insurance premium?!?</p>
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Replies (3)
DStv (MultiChoice)'s replyOfficial
13 May 2017, 10:38Dear Adrian
We acknowledge receiving your complaint. Feedback will be communicated to you shortly.
Kind regards
DStv Hello Peter team
Best regards,
DStv (MultiChoice)'s reply13 May 2017, 10:38
Official
Dear Adrian
We acknowledge receiving your complaint. Feedback will be communicated to you shortly.
Kind regards
DStv Hello Peter team
Best regards,
DStv (MultiChoice)'s replyOfficial
13 May 2017, 11:44Good day Adrian
Thank you for taking your time and share your concern with us.
We aim to give our customers an evolving (and better) viewing experience. To this end, we regularly launch new channels and services, but these can be quite demanding on your hardware.
For this reason, your decoder will go through various life cycles, starting with when it’s new and fully capable, to when it’s nearing time for replacement. Similarly to your decoder, our older model decoders have been classified as “end of support” since November 2014.
You can still access DStv for as long as your decoder is working but won’t be able to receive selected services that will be placed on our new satellite. The new satellite gives us the capacity to enhance the DStv services by allowing us to add more content and channels.
Hence you were advised to trade-in your active SD PVR at any of our service centres or agencies. There are three great trade-in deals however in your case since you have decoder insurance and suffer specific damage to this decoder. As advised, we will replace your SD PVR decoder with a new DStv Explora (at no extra cost, as per the conditions of the insurance). Installation changes may, however, be required.
You can find out more about the trade-in options on http://campaigns.dstv.com/explora/sd-pvr-trade-in/.
For the secondary environment, you will be required to purchase the second decoder (i.e. single view decoder).
Kind regards
Dinah
Best regards,
DStv (MultiChoice)'s reply13 May 2017, 11:44
Official
Good day Adrian
Thank you for taking your time and share your concern with us.
We aim to give our customers an evolving (and better) viewing experience. To this end, we regularly launch new channels and services, but these can be quite demanding on your hardware.
For this reason, your decoder will go through various life cycles, starting with when it’s new and fully capable, to when it’s nearing time for replacement. Similarly to your decoder, our older model decoders have been classified as “end of support” since November 2014.
You can still access DStv for as long as your decoder is working but won’t be able to receive selected services that will be placed on our new satellite. The new satellite gives us the capacity to enhance the DStv services by allowing us to add more content and channels.
Hence you were advised to trade-in your active SD PVR at any of our service centres or agencies. There are three great trade-in deals however in your case since you have decoder insurance and suffer specific damage to this decoder. As advised, we will replace your SD PVR decoder with a new DStv Explora (at no extra cost, as per the conditions of the insurance). Installation changes may, however, be required.
You can find out more about the trade-in options on http://campaigns.dstv.com/explora/sd-pvr-trade-in/.
For the secondary environment, you will be required to purchase the second decoder (i.e. single view decoder).
Kind regards
Dinah
Best regards,
AL
Adrian L's updateReviewer Update
13 May 2017, 12:00When was I advised to trade in my decoder. Why did you continue to insure the decoder. Why did you send me an insurance document less than six weeks back detailing the decoder in question and spesifying " swap for the same or similar"? When I purchased the decoder I not informed of any "life Cycles". I was not told that my decoder would not be covered by insurance since "November 2014".
AL
Adrian L's update13 May 2017, 12:00
Reviewer Update
When was I advised to trade in my decoder. Why did you continue to insure the decoder. Why did you send me an insurance document less than six weeks back detailing the decoder in question and spesifying " swap for the same or similar"? When I purchased the decoder I not informed of any "life Cycles". I was not told that my decoder would not be covered by insurance since "November 2014".