Explora

<p>I contacted DSTV last week Monday to update my details as I have recently sold my house and bought another one. Now that I have moved, thought it would be a great idea to get the Explora on the "Price Lock" deal.</p> <p>In that phone call, I was advised / warned that I can only get the deal if I "qualify" and was promptly warned that credit checks were going to be run on me. If DSTV feels that I "can pay" and "qualify for the deal" they will get back to me, but only if my credit record is clear. Given the fact that I have just bought a house, I figured I was "ok".</p> <p>I got a call (from an 010 number) the next day, but no voice message was left or courtesy text was left. I tried to call on Tuesday evening and was advised the department was closed.</p> <p>I called again on Wednesday when my work schedule allowed, and was advised that they will "send a message to the team" as they cannot put me transfer me directly to the Explora Team. </p> <p> </p> <p>I called on Thursday (again, when my work scehdule allowed) and was advised, that a note would be put on the system and they will call me back. Needless to say, irritation was beginning to creep in as I just wanted to speak to someone who could help me. I became rude, threw the phone down as I was not being heard by your call centre staff, who wre adamant that I must WAIT for the call. </p> <p> </p> <p>Called AGAIN on Friday and was told the matter would be escalated and I would "definitely" get a call on saturday. I didn't.</p> <p>Friday evening, I tought I would test the system and sent and SMS to the price lock number that is being so readily advertised.</p> <p>On Sunday, I received a call from Siphokazi. Siphokazi was rude, had attitude, wasn't able to listen to what I was saying and was clearly in autopilot mode, just rattling off information from a script. When I would interrupt her scripted information and ask questions, I would get a loud sigh in my ear, mutterances under her breath, and her tone.... was like I was being interrogated for some heinous crime that I had commited. Again, I was warned about the "credit checks" that would be run on me to see if I "qualify" and to see that I could "pay for it". It was demanded to know what I earn and what I spend my money on. Given that I have just bought a house, I acccept that there are questions that need to be asked, but it's all in the how. The how, was SERIOUSLY lacking in dear Siphokazi.</p> <p>Once I had cleared the omnious credit checks and was told in between chewing gum chews that I had qualified, the issue of delivery came up. </p> <p>I asked for delivery to be at work as that is where I spend most of my day. It took 3 attempts to land this message / concept with Siphokazi as the script didnt cater for work delivery. Again, when I corrected the "delivered to your home" part I said "no, delivered to my work, I just gave you the address" to which a got a profanity and heavy sigh. </p> <p>Then when I asked what the installation entails, I was told to go to the website and check and arrange an installer, and then once I have delivery sorted out, to call the call centre (again) to mak sure my account is updated. </p> <p>Now, you advertise a "one stop shop deal" under price lock, and if I am paying for a service, why am I calling installers, managing my account when, surely my "24 month contract" covers this? </p> <p> </p> <p>So, when I asked dear Siphokazi about the about, I received and "eish" another profanity and then more verbal attitude was issued. By now, I had completely lost my sense of humour & started shouting at her. Therafter, I got sullen silence and that was where I instructed her to cancel the deal. Just Cancel Everything. Price Lock is clearly not what its meant to be, and I don't want the deal anymore. I would rather buy everything cash and do it myself. She said to me, "ok I will cancel your order".</p> <p>Today at 15:344 got an SMS that my Explora was being dispatched.</p> <p> </p> <p>So, a few things are the issue here, one cannot get through to ANYONE in your call centre who can actually help you, or who actually will make the effort to try and help. Whatever system is being used does not allow for any human interaction or consideration that customer have to work, it is said work that allows us to pay for services such as DSTV. Said work allows us to be clear when "credit checks" are run on us. Training, you need to teach staff that talking to customers like they are people goes along way. Other call centres manage to run checks and extract personal information in sucha way that it doesnt feel invasive, that you are being managed like a child or being viewed with a degree of suspicion. </p> <p>And lastly, there is a need for a single point of contact who is accountable and interested, not the faceless unaccountable lip service that your call centre staff hide behind.</p> <p> </p> <p>I am so disappointed in the way that this entire process was handled. </p> <p> </p>