MS
Marcelle S
1 reviews | Active since Apr 2017
15 Jan 2018, 14:24
Management involvement lacking
I app**** for an Explora 2 with Multichoice. They called me and I went through the whole credit approval, and the consultant confirmed that it was approved. He requested that I send credit documents which I immediately done on the 5th of January already. They confirmed with a return e-mail that the e-mail will be attended to within 48 hours. Yesterday afternoon on a Sunday I receive an e-mail, 9 DAYS LATER, (when I was already excited and expecting delivery to be today or soon) I received an e-mail requesting further documents. How disappointing!!!!!!!
I then tried to contact the "credit approval" department via the customer service department. The lady stated I can only get hold of them via e-mail and not on the phone. I sent an e-mail about how unhappy I am with this whole procedure taking so long, and nobody even bothered to call or e-mail me back.
Does Multichoice only exist out of Customer Service agents and Management does not exist??? When I tried searching for some form of manager or supervisors e-mail address to try to get my complaint attended to, nothing. They hide behind a contact centre, can this be true???
It is 14H20, and still no reply. I contacted the call centre this morning to try to speak to management in the credit department and that is not possible? They will not even let a person talk to the Secretary of the CEO? Does top management realize how much business they are loosing due to one or two flaws in the system? The lady "Supervisor from the call centre" patiently listened to my complaint and told me she will get back to me during the course of the day, but with all due respect, does this mean anything? Does management know I had a complaint from my e-mail with the subject: Bad service attention management?
I don't mind. They can cancel my subscription due to me sending this complaint. That is fine with me. I hope I make a difference to the future applications and prevent future people from the same poor service.
Does a person get better service from walking into a Franchise and they have to pay them commission, but at least then the job gets done? Was that what I was supposed to do.
Helpful (0)
Replies (4)0
Replies (4)
DStv (MultiChoice)'s replyOfficial
15 Jan 2018, 15:34Dear Marcelle Schroder
We acknowledge receiving your complaint. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Best regards,
DStv (MultiChoice)'s reply15 Jan 2018, 15:34
Official
Dear Marcelle Schroder
We acknowledge receiving your complaint. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Best regards,
MS
Marcelle S's updateReviewer Update
16 Jan 2018, 12:01Thank you for your feedback as above, but after a whole day this is the only feedback to date. :-(
MS
Marcelle S's update16 Jan 2018, 12:01
Reviewer Update
Thank you for your feedback as above, but after a whole day this is the only feedback to date. :-(
DStv (MultiChoice)'s replyOfficial
16 Jan 2018, 15:40Good day Marcelle Schroder
It is with regret that we learn of your unpleasant experience in dealing with MultiChoice and the level of service you experienced in this regard.
Our intention is certainly not to provide a sub-standard service to our customers. In fact, our focus is to provide great experience to our customers in all your dealings with us.
We have escalated your concerns to our Price Lock department for urgent assistance.
Feedback will be provided by written or telephonic correspondence as soon as more information becomes available.
Once again please accept our sincerest apologies for any inconvenience you may have experienced in this regard.
Feel free to contact us should you require any further assistance.
Kind regards
Rupert
Best regards,
DStv (MultiChoice)'s reply16 Jan 2018, 15:40
Official
Good day Marcelle Schroder
It is with regret that we learn of your unpleasant experience in dealing with MultiChoice and the level of service you experienced in this regard.
Our intention is certainly not to provide a sub-standard service to our customers. In fact, our focus is to provide great experience to our customers in all your dealings with us.
We have escalated your concerns to our Price Lock department for urgent assistance.
Feedback will be provided by written or telephonic correspondence as soon as more information becomes available.
Once again please accept our sincerest apologies for any inconvenience you may have experienced in this regard.
Feel free to contact us should you require any further assistance.
Kind regards
Rupert
Best regards,
MS
Marcelle S's updateReviewer Update
17 Jan 2018, 12:45After everything and waiting for feedback from Mr. Mopane who was trying to assist me and would get back to me between 11 and 12 o'clock today, sadly no call received, I receive the below mentioned e-mail.
Please cancel my application, I will rather live without DSTV.
Enquiry Reference Number:
**********
Dear Mr Schroder
We apologise for the delay of the processing of your documentation.
Kindly send the case number that you got when you sent the documentation, also include your ID number on the escalation for us to be able to access your account and assist with your query.
Kind regards,
Sibongile Zwane
MS
Marcelle S's update17 Jan 2018, 12:45
Reviewer Update
After everything and waiting for feedback from Mr. Mopane who was trying to assist me and would get back to me between 11 and 12 o'clock today, sadly no call received, I receive the below mentioned e-mail.
Please cancel my application, I will rather live without DSTV.
Enquiry Reference Number:
**********
Dear Mr Schroder
We apologise for the delay of the processing of your documentation.
Kindly send the case number that you got when you sent the documentation, also include your ID number on the escalation for us to be able to access your account and assist with your query.
Kind regards,
Sibongile Zwane