AM
Alfred M
1 reviews | Active since Feb 2017
07 Feb 2021, 09:39
Failed DSTV Explora arrangement
Hi
I was called by a sales agent in November 2020 selling a dstv explora. I agreed on the contract after after agreeing on the following with the agent:
1. Free installation - someone will come to install. 2. No debits will be done until installation is done. 3. The debit order will only be done for the explora subscription (pricelock), I will continue paying for my monthly package via transfer as I used to. 4. I will still be able to upgrade or downgrade at any time.
I took the control based on that arrangement. And none of them was met by multichoice.
I called dstv a few weeks later and was given a number for an installer. He told me that I should have a voucher for the installation and he couldn't install because I didn't have it.
I called dstv again in December and spoke to an agent. I told her I don't want that explora anymore because dstv failed to stick to their promise. I requested a recorded call where the sales agent agreed on those. According to the agent, I was given wrong information by the sales agent.
I asked her to escalate the matter, she did and gave me my dstv account number as reference, and said they should call me in the next few days. None of that happened.
I had to send a follow up e-mail on 6 Jan 2021, thats when I got a call a few days later. They confirmed the cancellation and said they will send someone to collect the explora decoder. To date, that hasn't happened. I made calls, sent messages on facebook, spoke to agents on messenger, still not getting help.
The debit is till going through my account for the explora that was never installed and used, and as i speak, there's an invoice raised on my account.
I cannot explain the disgust and such an incompetence for a big company like dstv.
Helpful (0)
Replies (3)0
Replies (3)
DStv (MultiChoice)'s replyOfficial
07 Feb 2021, 10:04Hi Alfred,
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Best regards,
DStv (MultiChoice)'s reply07 Feb 2021, 10:04
Official
Hi Alfred,
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Best regards,
DStv (MultiChoice)'s replyOfficial
07 Feb 2021, 16:31Hi Alfred,
It is with regret that we learn of the frustration and inconvenience you have experienced. Please accept our sincere apologies in this regard.
Kindly note that as per our telephone conversation, I have confirmed that I have escalated your request for the decoder collection and will provide feedback with 48 hours.
Kind Regards,
DStv: Hello Peter Team
It is with regret that we learn of the frustration and inconvenience you have experienced. Please accept our sincere apologies in this regard.
Kindly note that as per our telephone conversation, I have confirmed that I have escalated your request for the decoder collection and will provide feedback with 48 hours.
Kind Regards,
DStv: Hello Peter Team
Best regards,
DStv (MultiChoice)'s reply07 Feb 2021, 16:31
Official
Hi Alfred,
It is with regret that we learn of the frustration and inconvenience you have experienced. Please accept our sincere apologies in this regard.
Kindly note that as per our telephone conversation, I have confirmed that I have escalated your request for the decoder collection and will provide feedback with 48 hours.
Kind Regards,
DStv: Hello Peter Team
It is with regret that we learn of the frustration and inconvenience you have experienced. Please accept our sincere apologies in this regard.
Kindly note that as per our telephone conversation, I have confirmed that I have escalated your request for the decoder collection and will provide feedback with 48 hours.
Kind Regards,
DStv: Hello Peter Team
Best regards,
AM
Alfred M's updateReviewer Update
15 Mar 2021, 11:13Good morning
The above query is still not resolved to my satisfaction. The decoder was collected on the 10 Feb. But to date, no feedback about the debit order cancellation and credit on the previous debits. When i follow up, i'm always told that the query has been escalated and I would get feedback within 24 to 48 hours. Days went by without any feedback.
I don't understand what is so difficult about this query that nobody in the entire company cannot solve. This is bad service at its best. This has gone for months without a resolution. Since the delivery of the decoder, none of the promises have been kept by you. And no resolution from calls, Facebook messenger, Whatsapp, etc.
The above query is still not resolved to my satisfaction. The decoder was collected on the 10 Feb. But to date, no feedback about the debit order cancellation and credit on the previous debits. When i follow up, i'm always told that the query has been escalated and I would get feedback within 24 to 48 hours. Days went by without any feedback.
I don't understand what is so difficult about this query that nobody in the entire company cannot solve. This is bad service at its best. This has gone for months without a resolution. Since the delivery of the decoder, none of the promises have been kept by you. And no resolution from calls, Facebook messenger, Whatsapp, etc.
AM
Alfred M's update15 Mar 2021, 11:13
Reviewer Update
Good morning
The above query is still not resolved to my satisfaction. The decoder was collected on the 10 Feb. But to date, no feedback about the debit order cancellation and credit on the previous debits. When i follow up, i'm always told that the query has been escalated and I would get feedback within 24 to 48 hours. Days went by without any feedback.
I don't understand what is so difficult about this query that nobody in the entire company cannot solve. This is bad service at its best. This has gone for months without a resolution. Since the delivery of the decoder, none of the promises have been kept by you. And no resolution from calls, Facebook messenger, Whatsapp, etc.
The above query is still not resolved to my satisfaction. The decoder was collected on the 10 Feb. But to date, no feedback about the debit order cancellation and credit on the previous debits. When i follow up, i'm always told that the query has been escalated and I would get feedback within 24 to 48 hours. Days went by without any feedback.
I don't understand what is so difficult about this query that nobody in the entire company cannot solve. This is bad service at its best. This has gone for months without a resolution. Since the delivery of the decoder, none of the promises have been kept by you. And no resolution from calls, Facebook messenger, Whatsapp, etc.