Pathetic Service at DSTV

I have been having problems with my decoder recently. I have both decoders from branch new for quite a few years now. The single view was giving us some hassles but nothing serious, we would just reboot and it would work again. The PVR decoder has been losing some channels now and then, it freezes and is unresponsive. We would then take the decoder in to the contact center and they would reset it. But this was happening too frequently and after quite a few calls and many visits to the contact Centre I asked them to change both the decoders on Saturday.

I spent over an hour at the Umhlanga Branch because the software had to be reloaded. The technician gave me only the refurbished single view decoder without a box, cables or remote. When we got home we tried using our other remotes to use the decoder but none would work. The PVR decoder had no display and the condition of it was pathetic, to say the least. Mine was in way better condition than the refurbished one.

So we went back on Sunday to see what was wrong with both the decoders. The technician told us that the single view decoder works with a different remote and would not work with what we currently have. So they gave us the box with the cables and remote in it, which they should have given us on Saturday. Okay so we explained the issue with the PVR and they swopped it again for another refurbished decoder. While we were at the store, we did see that the technician was having problems with the remote signal to the decoder. She did try several remotes and changed batteries whilst we were there. But maybe she thought that the software upgrade will sort that out. Anyways we waited another hour or so and she brought the decoder to us and we left.

When we arrived home we tried both the decoders - the refurbished single view works fine but the PVR is not receiving a signal from the remote. We contacted that call Centre twice yesterday afternoon and everything was reset and tested. But it still does not receive a signal from the remote. I called the contact centre again on Monday as the extra view is not working as well.

We took the refurbished decoder back on Saturday, it was changed again and we waited for over an hour again. The technician came home with us and set everything up, however this 3rd decoder was still faulty and we were not able to change channels. DSTV sent another technician home on Thursday to check that everything has been setup properly. He changed the decoder again, took it away with him, brought it back the same day. He supposedly checked everything and all was in order. To my disgust, the 4th decoder is faulty, it records but does not playbac**** And when we change a channel on the single view decoder the PVR changes to box office.

Now my question is how many times must we change to a refurbished decoder? We have been patient enough. We have been so inconvenienced and when is enough, enough? Why am I paying insurance then if Multichoice is going to give me refurbished decoders that do not work? Who is going to pay for my petrol and what about my time spent at the branch? What’s more frustrating is trying to call somebody at the Call Centre, they just listen to your problem and ask you to go back to the Store. Is there no recourse if your complaint is not handled in an effective and professional manner?