Incompetence still continues internally at DSTV.

In addition to this, my DSTV sream app is now also not functioning as usual. I have very limited channels compared to the full bouquet I always had. What is wrong with you DSTV? Sunday 1 September today. Still no contact as requested in previous correspondence. Why do you not value me as a client? As insignificant as my contribution may be to your annual billions in revenue, I am still a paying customer, and I do so without fail. This is an inconvenience to me. Your contact from a senior manager or a department head to me better be a good one, and this time, your compensation because of this inconvenience, again, will need to be even better. DO NOT have a junior front line call centre agent contact me. I need someone with authority who can handle matters directly. I will be back on this platform if I have not heard from the abovementioned person by 09h00 Monday morning 2 September 2024.

Still no reply or contact from DSTV with regards to my issues.

Nice.

Still no call from DSTV/Multichoice.

I received an e-mail from DSTV to activate my account. I started to complete the process. All went without issue, including the payment update for said service. I then went to the Showmax icon expecting the service to be up and running. Low and behold, I was met with Something Went Wrong - Retry. Out of utter frustration, I phoned the Multichoice contact centre. The voice over that plays whilst on hold then states that premium subscribers, which I am, qualifies for a free subscription to Showmax. I am now wondering why the hell I just updated payment details for Showmax. The call then gets answered, and in mid conversation, the call drops. This happens EACH AND EVERY TIME without fail, it is a guarantee. The agent who was helping me just asked me to confirm my details which included my cell number. Did she bother to call me back? I'll leave that for you to figure out.

Still no assistance received. I am open to suggestions now...

Just got a call now at 15h15 from *** which I am pretty sure is from the Multichoice/DSTV Call Centre. The phone rang about 4 times and as I was about to answer the phone stopped ringing. No second attempt at trying to phone back again. I am not sure why, but perhaps "phone back immediately when the call drops" is not in the script.

I am still open to suggestions...

DStv (MultiChoice)’s reply30 Aug 2024 at 16:52Hi Morne,

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

What is the turnaround time with this? 24, 48, 78, 96, 120, 144, 168 hours?

I am still waiting for a call from DSTV/Multichoice. I will not be phoning in because that is a futile exercise as the call will drop in the middle of the conversation and you will not be phoned back.

Still open for suggestions. Perhaps provide me with a physical address and the details of a person of authority who has an in depth knowledge of your internal systems whom I can go and see directly.

The same generic automated reply after I copied and pasted a previous reply as a new review:

DStv (MultiChoice)’s reply03 Sep 2024 at 16:35Hi Morne,

Thank you for bringing your concern to our attention. We are currently investigating the issue and will provide feedback as soon as possible.

Kind regards,
DStv: Hello Peter Team

This is affecting your ratings. I can do this for as long as it takes.

4 September 2024, still no contact from DSTV/Multichoice...

I received an e-mail yesterday 3 September 2024 @ 20h55 ( Showmax ***)which was titled: Welcome to the ultimate Entertainment experience.
The banner within the body of the e-mail stated: Entertainment Welcome To Showmax
You’re all set to start watching Showmax Originals, hit international and local series, movies and kid’s shows.| START WATCHING |

I went to into the menu, selected Showmax and was met with: Something went wrong - Retry.

Do you have someone on their way to me on horse back?

I keep on getting e-mail messages to complete the set up of my Showmax account. I HAVE DONE THAT, including updating the payment, which should actually be a free service as a premium bouquet subscriber.

Waiting for your call. My first review was placed 30 August 2024. No contact has been made with me to resolve my issue.

Due to a lack of effort form DTSV/MultiChoice's side I just contacted the DSTV/Multichoice contact center. I asked to speak to the manager of the DSTV Hello Peter Team and the consultant was a little lost at my request. I asked for a senior manager and she said that she will get her supervisor. I terminated the call just after the 12 minute mark as I am phoning on my account. I then phoned in again and spoke to Lindiwe. This time I gave her my details. She was also lost when I asked for someone from the DSTV Hello Peter Team, and also resorted to a supervisor to take me my call. I again terminated the call just after the 12 minute mark of holding. These supervisors sound like they are located in another part of the country. Given that I confirmed my contact details with Lindiwe, including my contact number, I fail to understand why no one phones me back. I would need a detailed explanation to that.

13h41 Wednesday 4 September 2024, no contact made from DSTV/Multichoice as yet. The reply messages sent from the DSTV/Multichoice are generic, automatically sent by the system. I do not believe that there is an actual Hello Peter team or department.

I headed over to the DSTV Facebook site. I rep**** on 2 comments left by DSTV on random posts. This appears to be a futile effort as well. I then send a message via the messenger function. I requested a call to get my Showmax issue sorted. An automated message was sent requesting that I use the WhatsApp platform, which I then did. It serves all purposes except for lodging a complain or dissatisfaction. Back to the DSTV Facebook messenger when I posted another message stating that the WhatsApp service is of no use. I was then sent another message with a link on how to go to the Showmax live chat. My reply to that was that that response must be a joke. This was the reply to that comment: Please note we do not have access to check on your Showmax account on our side. Is there anything else we can assist you with?~NC

This is getting pathetic now.

I have added more comments on the DSTV/Multichoice Facebook site in the hope of getting a response r feedback of some sort. The messenger conversations continues with someone with poor communication and grammatical skills with me being asked for for my personal credentials, again, and if I am the account holder. I find that question rather arrogant as I would not be going through all this nonsense otherwise. I have supp**** my contact number and I am yet to be contacted.

New level unlocked: Pathetic.

I also then received a call from an insurance company on behalf of DSTV about my decoder insurance at 15h19 from number zero one one two eight nine two zero zero zero. I received the same call last week and took the upgraded insurance package. Are people just being collected randomly off the street to fill seats in call centers? My write up earlier in this thread will explain that even that was a mess up.

Next new level unlocked: Failing miserably.

I Phoned the call center and got hold of team leader Mavis (Mike Alpha Victor India Sierra). It is extremely annoying when someone tries to talk over you all the time and not give you the opportunity to speak and complete what you are saying, and this is exactly why I insist on speaking to a manager who can handle themselves in a professional manner. Mavis is not competent in dealing with clients on the scale of agitation that I am and she is unprofessional in her conduct. She said that I need to send an email. My insistence was that me details be given to a manager as I would like a call but according to her this is not how it works. Managers as per her are not on call. I asked for the call ID which shew provided.

I went onto the official DSTV site and entered into a chat. I asked for an e-mail address where I can send my correspondence to. The person asked what the nature of my complaint was. I rep**** that the entire issue is documented here and that I just need an e-mail address to lodge my complaint. The person rep**** that they do not have the e-mail address where these matters can be sent to to be addressed. When I questioned that by mentioning that I am on the official DSTV website and asked how they do not know the e-mail address, the person had total recall and then provided an e-mail address. I have sent an e-mail to said address and have received an automated reply.

Now I wait, again.

Got a call from a senior consultant. I insisted on speaking to senior management. The person said that she will get her direct manager to give me a call. I asked that this person first send an e-mail as I would like to confirm their credentials/portfolio as a manager. Once I receive that e-mail I will reply to be contacted.

In a follow up e-mail today, I explained that I will be deleting the review placed 3 September 2024 as this review dated 30 August 2024 appears to be missed by the phantom DSTV Hello Peter Team.

Still no further feedback or contact by a senior person at DSTV.

I have been contacted by DSTV. I have been on the phone with this person for most of the day trying to get my Showmax to function on both of my televisions. He has managed to sort out the Showmax app by gaining access and setting the account up (which should not have been deactivated to start with).

I have sent him 2 pics of each TV/decoder set up of the messages displayed on the TV screens as he requested. Waiting for further feedback.

Still no contact from a manager.

It's been a week since I started this communication. The Showmax issue is still not resolved. The last communication yesterday afternoon via e-mail from DSTV is that I will be contacted in the morning should there be feedback. It is 10h55 now and no call or correspondence has been received. I must however credit Ntando in trying and assisting to get the issue resolved, good man.

Still no contact from a manager.

As noted above, the Showmax issue has been resolved thanks to the efforts of 1 specific individual. It took a week.

Still waiting for a manager to contact me to discuss the following points:

1. There's always an issue with either my devices or account whenever I get a new device or take a new offer from DSTV. this is largely due to frontline staff being stupendously ill informed and who cannot operate or think outside of the mundane day to day issues.
2. The fact that you cannot be phoned back when a call is dropped, even though your details are right in front of the person who assisted you up until that point. Lack of effort and interest is probably the leading cause of that.
3. I am under the impression that I was being billed previously for Showmax even though I as a Premium subscriber should have the service at no charge. I will need, in fact insist, on detailed billing information since subscribing to Showmax to prove otherwise.
4. I would like to know how long I have been a subscriber to DSTV. I can recall moving from the East Rand to Centurion on 2003 and having to remove my dish for the move. That equates to more than 20 years.
5. Given the above stat, I was being offered one months free service to something or other to compensate for the inconvenience caused directly by DSTV/Multichoice on various occasions this year. This is a kick in the face. If that is the best you can do you truly do not value the thousands of rands I have spent over the course of those 20 years.

Waiting for your call. Please have someone on the line who can handle harsh confrontation.

Got a call from a supervisor from DSTV/Multichoice on Tuesday 10 September. Once again, a delay is the preferred recourse. I explained to the supervisor that my request specifically was for a manager. It is clear that my correspondence here has not been read. Although my complaint here is seen by DSTV as a much lessor priority, it will be addressed. Like hundreds of thousands of others I am just another account holder, but I am a client none the less. And as the I client I'm not going anywhere, so this is now your problem and you need to fix it.

Still waiting for that mythical senior managerial person to contact me.

Got a call from the DSTV/Multichoice number yesterday 12 September @ 16h53 from the number ending on 2000. The call was dropped as soon as I reached for my phone to answer it.

Waiting for that call again today.

Still no contact from a managerial person/s.