Paying Customers Being Ignored

<p>On Thurs 10/11/2016 I was experiencing problems with my HD PVR. The t v just didnt show a connection. I got onto the phone with the call centre and spent abt half an hour trying to fix the issue. Eventually I was told by the call centre agent to the decoder to the Randburg walk-in centre. So I drove all the way there, just for the person to tell me that the call centre could have just told me to get a new HDMI cable, because we tested it there with there cables and it worked. However, i think something went wrong at the walk in centre, -because i returned home bought a new HDMI cable and connected it. It worked, but when i startred to record a programme , some of the other channels stopped showing up. Only the information bar would be visible -no picture. I noticed that it was every alternate channel.</p> <p>So basically I now had half the channels available to me, even though I stopped recording and rebooted the PVR.</p> <p> </p> <p>On Saturday 19/11/2016, at 12:03 I got onto the phone with the call centre again, after trying various different things. (Rebooting, Switching off at plug, switching cables, etc) the call centre agent said we needed to do a reset to Factory Default. We did this and then the Decoder didnt even scan the channels. Which means now I had NO CHANNELS, because the decoder was just not doing anything. We then tried manually changing network settings and a whole lot of other things. </p> <p>By the time we were done a HOUR had passed and i had used an HOUR of my airtime, because the call centre apparently cant call you back !!?! In any event, I called the centre again several times and recieved EMPTY PROMISES from ALL of the people I spoke to. I now wanted a manager to speak to me to arrange for a tech to come out and fix the problem, since it was every time I go to Multichoice the problem gets WORSE. First after the call centre visit I had HALF the channels. After I called in Saturday I had NO Channels after following THEIR instructions. At 14:10 I spoke to a lady named Simpiwe who actually CONFIRMED TO ME that it was not the first time she had come across the issue of someones decorder having problems picking up channels after a visit at the walk in centre. I told her I needed to speak to a manager but she said she would escalate via email to the tech's in a different section to call me and it would be a hour to a Hour and a half that they would call me.</p> <p> </p> <p>At 16:00 no call. So i called again and spoke to a guy named Siyanda, who promised and swore to me "on good faith" (his words) a manager would call me back in 15 mins, at 17:15 (A hour and 15mins later) I called them because once again they didnt bother. I spoke to another lady Nomtandazi -who also said she would get a manger to call. That didnt happen either. ... At PAST SEVEN PM i get a call from the extra view tech Tsepo Dimani, who wants to know how he can help. I explained to him the problem, and we realised he could not help eitherand He also said he would leave a message for one of the managers who would be in the next day - Sunday (because they had alreay left) to call me. I am STILL awaiting that call.</p> <p> </p> <p>It is PATHETIC how BAD the service from this company is. And they NEED PROPER MANAGERS, who can EITHER MANAGE THEIR STAFF BETTER -or, actually BE MANAGERS, BY BEING PROFFESIONAL ENOUGH TO RETURN CLIENTS CALLS. -(Unless the problem is that they all having a great big party over there on a Saturday , without managers...)</p> <p> </p> <p>Ignoring a situation will not make it go away. And it is a disgrace that a loyal customer, who pays money towards them EVERY MONTH FOR TEN YEARS NOW get treated as if they dont matter. Do these people have no shame that their staff is SO SHOCKINGLY INCOMPETANT that they dont have the common courtsey to return customers calls? </p> <p>First they destroy MY PVR. Then I HAVE to use MY AIRTIME to run after them and call over and over and over, -with NO SATISFACTION OR RESULTS.</p> <p>And since Multichoice keeps increasing their subscriptionby SO MUCH EVERY YEAR, the LEAST they can do is assist their customers and TRAIN MANAGERS IN BASIC MANNERS. And since Multichoice likes to make you aware that their calls are recorded. It should not be to hard to go through those records and see EXACTLY HOW MANY TIMES I needed to explain the same dam thing OVER AND OVER to their staff with no end result. -Disgusting service truely.....</p> <p> </p>