JJ
J J
1 reviews | Active since Jul 2018
09 Aug 2018, 08:24
Not delivering, poor comms
I knew I was moving to a new house without a dish at the end of July.
From the 20th of July I made several attempts to apply for the price lock deal online, but every time the site either crashed or the application seemed like it went through but no one came back to me.
On the 25th of July I finally managed to submit my application through the call centre. I was told after approval the decoder will be delivered within 5-7 working days. On that same day I got an sms to say that my application has been approved.
After that I waited a few days. Then I checked on live chat to try and get a tracking number to see if the decoder is on its way. No one could tell me what was going on. One consultant "promised to personally get back to me via e-mail" and never did. On the 3 August I even got an call from dstv to say that the everything is now sorted. On the next live chat there was still no tracking number, no update, no evidence that my application has even been processed.
So on the 7th of August I get a SMS thats says CONGRATULATIONS (sic) your application has been approved... I was previously told it was already approved on 25 July. So it tells me from 25 July to 7 August my order got lost. Now I am here on 9 August still without a decoder, not able to use the service that I am paying for. I have had to cancel the installation several times, because I can only let them in on certain days.
I am paying for a service that I am not receiving. DSTV is leaking customers from all types of streaming platforms. Now you have got me signed in for 2 years, but you could not keep your part of the contract by delivering within 5-7 working days.
All that I am asking is that you not bill me for the 2 weeks I did not have service. That is very reasonable. Otherwise I will be in contact with my legal team to get out of the price lock deal, since you broke your contract with me by not delivering.
Helpful (0)
Replies (3)0
Replies (3)
DStv (MultiChoice)'s replyOfficial
10 Aug 2018, 08:11Dear J Jordaan,
We acknowledge receiving your complaint. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Best regards,
DStv (MultiChoice)'s reply10 Aug 2018, 08:11
Official
Dear J Jordaan,
We acknowledge receiving your complaint. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Best regards,
DStv (MultiChoice)'s replyOfficial
10 Aug 2018, 11:29Dear J Jordaan,
It is with regret that we learn of the frustration and inconvenience you have experienced with our service. Please accept our sincerest apologies in this regard.
Your concern is currently being investigated by the relevant department for urgent resolution.
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.
Should you require further assistance, please do not hesitate to contact us send an email to *** .
Kind regards
Edward.
DStv Hello Peter Team.
Best regards,
DStv (MultiChoice)'s reply10 Aug 2018, 11:29
Official
Dear J Jordaan,
It is with regret that we learn of the frustration and inconvenience you have experienced with our service. Please accept our sincerest apologies in this regard.
Your concern is currently being investigated by the relevant department for urgent resolution.
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.
Should you require further assistance, please do not hesitate to contact us send an email to *** .
Kind regards
Edward.
DStv Hello Peter Team.
Best regards,
JJ
J J's updateReviewer Update
11 Aug 2018, 07:20Thank you for your sincerest apologies.
There is no need for a big investigation, all you need to do is to reimburse me for the 2 weeks that I did not have service. (I.e. only take half of my monthly payment at the next debit order)
All you need to do is to show a loyal customer that if DSTV fails to deliver a service (I understand mix ups happen) that you would not make that customer pay for the time he couldn't use the service.
JJ
J J's update11 Aug 2018, 07:20
Reviewer Update
Thank you for your sincerest apologies.
There is no need for a big investigation, all you need to do is to reimburse me for the 2 weeks that I did not have service. (I.e. only take half of my monthly payment at the next debit order)
All you need to do is to show a loyal customer that if DSTV fails to deliver a service (I understand mix ups happen) that you would not make that customer pay for the time he couldn't use the service.