IGNORING MY PROBLEM WON'T FIX IT

<p>The service from the DSTV call centre has been nothing but one frustration after another. It’s a week later and my problem has still not been resolved. The problem I have is I have connected my Wi-Fi to download series / movies, the download is successful however when I try to watch it, my whole decoder freezes. It doesn’t happen with all downloads but majority of them. The fact that I can download the series confirms it’s not a connectivity or installation problem.</p> <p> </p> <p>Summary of events:</p> <p>19th April - 1st call to call centre (time spent on phone 11 min. 20 sec) –solution – take decoder to a service centre to be tested</p> <p> </p> <p>21st April - visit to service centre – Midrand – decoder swopped</p> <p>21st April – test the downloading – still freezes the decoder AND now the remote for the 2nd tv doesn’t work. (another problem to deal with)</p> <p> </p> <p>22nd April – I call the call centre at 8h36 (time spent on phone 22 min, 43 sec) speak to the call centre agent. She said a technician would call within the hour. </p> <p>22nd April – late afternoon and still no technician has called. At 16h45 I call the call centre again, spend another 21 min, 30 sec, explain the same problem again to a new consultant who then tells me a technician will call me within the hour. </p> <p>22nd April – 19h01, still no phone call from the technician. I call AGAIN. I insist on going through to a technician. After 1 hours, 3 minutes and 5 seconds – after trying various setting changes etc, I am told to get an installer out.</p> <p> </p> <p>23rd April – 9h44 I eventually get a call from the technician that was supposed to call me 24 hours earlier, he was excellent, we reloaded all settings etc, he asked I download a series and he would call me back in an hour, which he did at 11h53, and it seemed to be working, he also confirmed that getting an installer out would not solve the problem as it’s not an installation problem as all other services are working. However a few hours later I try to watch the same series and the decoder freezes again. I also asked him about the problem with my remote on the 2nd tv, he told me to take the dstv remote eye to the service centre to be tested.</p> <p>23rd April – 14h36 I call the call centre and asked to be put through to the gentleman I spoke to earlier. I am told they can’t transfer calls and they don’t have direct numbers but they would email him and get him to call me. I AM STILL WAITING FOR THAT PHONE CALL.</p> <p> </p> <p>24TH April – 9h07 I receive a call from the call centre asking why I gave a bad rating via sms survey for the service I received . I repeated my whole story again and she promised to get someone to call me on Monday evening at 18h30 to try sort the problem out.</p> <p>24th April – I go back to the Midrand service centre for the 2nd time to test the DSTV remote eye only to be told I need to bring the decoder in to be tested. At this point I am losing my sense of humour. I am taking time off work, using petrol and nobody tells you to take the decoder with you to the service centre.</p> <p>24th April – get back to work and call the call centre and insist on speaking to a manager, only to be told I can only speak to a supervisor. AGAIN I have to explain everything and he tells me he would get a technician to call me at 18h00 when I get home to try sort the problem out. I asked him to call me back to confirm that a technician would call me or not. I AM STILL WAITING FOR BOTH PHONE CALLS.</p> <p> </p> <p>25TH April – I take my decoder back to the Midrand service centre to be tested – and guess what, the decoder is faulty, so they give me another decoder which is refurbished – and you can see its refurbished (I pay my insurance each month and I get a 2nd hand decoder, not happy about that, considering my original decoder that I paid for wasn’t faulty at all). Thankfully the remote is now working on the 2nd tv HOWEVER the decoder still freezes after downloading a series.</p> <p> </p> <p>Now I am out of options on what to do to get this resolved. I have done everything I have been asked to do and now I am being ignored hoping I will go away.</p> <p> </p> <p>As you can see from the above, I have spent over 2 hours on phone calls, spent money on petrol going to call centres, used over 10GB of data downloading stuff I can’t watch…….. this is costing me money all the time and I am receiving no resolution to the problem.</p> <p> </p> <p>I understand that the above problem is not a general problem that has been reported but nobody seems to want to try figure it out</p> <p> </p> <p>Please can someone tell me what to do……… </p> <p> </p> <p> </p>