Most horrible, unprofessional service ever

<p>We app**** for price lock on 26 December 2016 and were contacted on 28 December 2016 by a guy named Vincent to advise us that the application has been approved. We asked him a lot of questions regarding this package one was will the people delivering the Explora contact us first and he said "YES". Well that did not happen the lady rocked up here on Thursday 05/01/2017 after 1pm without phoning luckily my husband is still on leave and could accept the package which she did not ask any identification for. we also asked Vincent will the installer move our HD decoder to the room seeing that we have Xtraview and he said yes, we just have to make sure we cancel the one that is currently in the room as well as the current account sothat we are not billed for two accounts but we have to do this only once the Explora is installed and phone to have it activated. this was confirmed by another lady Teboho Lenka who we spoke to at the multichoice walk in cenre in Randburg on 28/01/2017 when we went to pay the extra R50 for the explora because we were already in credit with R900 as instructed by Vincent and she advised us the same that our explora will only be activated once we call in and give the serial number but then we need to make sure we cancel the current account, she also told us that the installer will have to connect the HD decoder in the room and we can sell or do with the old smart decoder as we please.</p> <p>We asked Vincent for a number for the installer and he gave us ATV services and advised that we will be provided with a list of installers we need to phone. When the box was delivered i phoned ATV Services and the guy told me that they are fully booked and will only be able to assist on 13/01/2017, i told him that that will be too late who else can i phone and he said there should be a list in the box with the installers, there was no list in the box. On the same day 05/01/2017 I phoned DSTV and the lady was not very helpful and could not even tell me that i can get a list online i had to find out by reading on the explora box, she told me that she does not know installers she will escalate the call and they will phone me within 24 hours, up until today i am waiting ref for the call is ********** i42. At 6:45pm my husband got 3 messages that the smartcard and the service on the device which is the explora that was still in the box not yet installed has been activated successfully. i then phoned multichoice again and spend 30min on the phone explaining the lady what had happened until i asked for a manager to phone me back, later Norma Masino(Supervisor) ref ********** 3i69 phoned me and i explained to her again what happened she was also unable to assist and only told me that she can see that we have two active accounts which means we will get billed for both and i told her how can we get billed for something that is i still in the box and we still waiting for an installer why has this been activated without our consent or knowledge after we know that we will have to cancel the other account after the installation of the explora, and she told me yet again she will escalate the call and i will receive a call within 24hours and still nothing to this day. Yesterday we went to the walk in centre in Randburg and was assisted by Touch Chavalala who has been a great help in getting us an installer and assuring me that he will sort out our billing for the mixup of two accounts and charge for something not used.</p> <p>The installer from T4A trading (Hector Mayema) arrived and installed the explora but not the dish because it was raining so we still using our old dish, he then told me that i will have to wait for him to come to the area again or i will have to pay him if he has to come install the dish, i told him that is nonsense i will not pay him nothing i will advise multichoice about this because i am not in control of the weather why does ne not come back on another day and do everything and he said no. He installed the explora but refused to connect the HD decoder in the room and i told him we have Xtraview he told me it is not his job and my husband should do it even though he wanted to put down the serial number on his job card as part of the installation details and he did not do it, i told him he cannot do that and that is when he assisted in the connecting after my husband already started.. I was very upset and told him i will be phoning and cancelling this package he asked me not to and did the connection. He said he will come and do the installation of the dish in the week.</p> <p>If i do not get a respose I will be sending my complaints further to make sure i am heard and get a response from someone in high authority from Multichoice.</p> <p>i am sure we are not the only people that is experiencing this problems. getting the Price lock has been nothing but problems from the start.</p> <p>Thanks Varonique and Renaldo De La Rey</p> <p> </p>