Incorrect content aired and no resolution since 22 April 2017
<p>On Friday 21 April DSTV (History Channel) played the last episodes of the Curse of Oak Island, season 4. According to the History Channel, the last episodes are Episode 15 as a two part finale and then episode 16, an extra called Drilling Down. However, DSTV only played part one of episode 15, skipped part two and then played episode 16. Part two of episode 15 was also omitted from CatchUp content.</p> <p> </p> <p>I raised this with DSTV on 22 April 2017 via twitter. I received a few responses but never any feedback and the content was never corrected on CatchUp. Apparently a later airing was corrected, but I was not able to see it and forgot to set up a recording.</p> <p> </p> <p>Since then I have contacted DSTV multiple times via twitter and twice via the online chat. The customer service is atrocious. I have even been accused of being hysterical when politely asking for a manager.</p> <p> </p> <p>I am currently waiting on feedback from Nhlanhla Zikhali who is Lunga's team leader. I guarantee you that if DSTV allowed some competition they'd go down in flames. It's not cheap you know...</p> <p> </p> <p>In all honesty I am not even the biggest fan of the Curse of Oak Island but it is something special I do with my son. Can you imagine that after watching these guys dig for four seasons that I don't get to see what came out the last hole?</p>
Dear Mathhew
We acknowledge receiving your complaint. Feedback will be communicated to you shortly.
Kind regards
DStv Hello Peter team
Dear Mathhew
We acknowledge receiving your complaint. Feedback will be communicated to you shortly.
Kind regards
DStv Hello Peter team
Still no feedback...
Still no feedback...
Nhlanhla's response to me was that the correct content was aired and made available on CatchUp but just labelled incorrectly.
This is a blatant lie as I had watched the episode live when it aired the first time and I had checked the CatchUp content regularly. I requested that a manager get in touch on 1 June, it is now 5 June and still nothing.
How can you justify this kind of service? How can you avoid dealing with a complaint for so long and then you just say, "Oh sorry, you're actually wrong." and then expect me to accept it?
Let me tell you what actually happened. You aired the incorrect content and made the incorrect content available on CatchUp. You were made aware of the issue the day after the content was first aired incorrectly. You did nothing and now it is too late because the contract only allowed you to make the content available for a certain time. Now it will cost you to correct your mistake and you are unwilling to do the right thing.
How am I doing here?
Nhlanhla's response to me was that the correct content was aired and made available on CatchUp but just labelled incorrectly.
This is a blatant lie as I had watched the episode live when it aired the first time and I had checked the CatchUp content regularly. I requested that a manager get in touch on 1 June, it is now 5 June and still nothing.
How can you justify this kind of service? How can you avoid dealing with a complaint for so long and then you just say, "Oh sorry, you're actually wrong." and then expect me to accept it?
Let me tell you what actually happened. You aired the incorrect content and made the incorrect content available on CatchUp. You were made aware of the issue the day after the content was first aired incorrectly. You did nothing and now it is too late because the contract only allowed you to make the content available for a certain time. Now it will cost you to correct your mistake and you are unwilling to do the right thing.
How am I doing here?
So are you just going to ignore me? No manager has contacted me and Nhalnhla no longer replies to emails.
I am quite astounded at your lack of service here. At least, please provide an escalation channel?
So are you just going to ignore me? No manager has contacted me and Nhalnhla no longer replies to emails.
I am quite astounded at your lack of service here. At least, please provide an escalation channel?
Aaaaaand nothing... Nhlanhla got back to me with the same identical lie. I forwarded photographic evidence.
Where's my call from a manager?
Aaaaaand nothing... Nhlanhla got back to me with the same identical lie. I forwarded photographic evidence.
Where's my call from a manager?