TN
TWANA N
1 reviews | Active since Dec 2017
03 Nov 2019, 08:06
Misinformation Mess!
For the past 3/4 weeks I have been calling DSTV about my price lock that expired and someone was meant to have called me back within 24 hours. Needless to say, that never happened.
On one occasion when I called to enquire about my price lock the IVR said that I owe something like R300. I asked the agent that then took the call, she said it was an error and I shouldn't worry about. Imagine my surprise when my services were suspended less than 2 weeks thereafter. When I called in to enquire, whoever took my call was RUDE and ARROGANT. He wouldn't even listen to me explaining the misinformation that I'd received.
On Thursday I made payment and my services were reconnected. However, the PVR functionality is still disconnected. When I called the call centre, I was first advised that it'll be active within 24 hours. I patiently waited for the 24 hours to lapse. I then called again and this time the agent said that I need to understand. Can you imagine? Being told to UNDERSTAND why your services haven't been reinstated correctly as a PAYING customer?!
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Replies (1)
DStv (MultiChoice)'s replyOfficial
12 Nov 2019, 17:51Hello Twana
I tried to call you to no avail.
On behalf of MultiChoice, I want to extend my sincerest apologies for the negative experience that you had with our customer service agents.
We do our best to train each of our representatives on how to properly handle our customers’ issues, including how to escalate problems that they are unable to assist with. Your concern was not handled properly, and we are going to take steps to ensure that this situation does not repeat itself.
Kindly note that your PVR Functions have been fully restored. Our Price Lock team tried to call you on the 08/11/2019 to no avail.
Please forward us an email on *** and confirm if your Price Lock query has been resolved.
Regards
Ntando
I tried to call you to no avail.
On behalf of MultiChoice, I want to extend my sincerest apologies for the negative experience that you had with our customer service agents.
We do our best to train each of our representatives on how to properly handle our customers’ issues, including how to escalate problems that they are unable to assist with. Your concern was not handled properly, and we are going to take steps to ensure that this situation does not repeat itself.
Kindly note that your PVR Functions have been fully restored. Our Price Lock team tried to call you on the 08/11/2019 to no avail.
Please forward us an email on *** and confirm if your Price Lock query has been resolved.
Regards
Ntando
Best regards,
DStv (MultiChoice)'s reply12 Nov 2019, 17:51
Official
Hello Twana
I tried to call you to no avail.
On behalf of MultiChoice, I want to extend my sincerest apologies for the negative experience that you had with our customer service agents.
We do our best to train each of our representatives on how to properly handle our customers’ issues, including how to escalate problems that they are unable to assist with. Your concern was not handled properly, and we are going to take steps to ensure that this situation does not repeat itself.
Kindly note that your PVR Functions have been fully restored. Our Price Lock team tried to call you on the 08/11/2019 to no avail.
Please forward us an email on *** and confirm if your Price Lock query has been resolved.
Regards
Ntando
I tried to call you to no avail.
On behalf of MultiChoice, I want to extend my sincerest apologies for the negative experience that you had with our customer service agents.
We do our best to train each of our representatives on how to properly handle our customers’ issues, including how to escalate problems that they are unable to assist with. Your concern was not handled properly, and we are going to take steps to ensure that this situation does not repeat itself.
Kindly note that your PVR Functions have been fully restored. Our Price Lock team tried to call you on the 08/11/2019 to no avail.
Please forward us an email on *** and confirm if your Price Lock query has been resolved.
Regards
Ntando
Best regards,