Pensioners have no clue when their query will be attended to.

My parents whom are pensioners had a very, very old decoder. After years it finally crashed on Thursday (30th May 2018). My dad then took it to DSTV @ N1 City and was told its finished and they wont be able to swop it out - fine that's fair. He mentioned something about R 600 but didn't get the full story.

Anyways, long story short, I contacted the call centre on Thursday evening and enquired about the price-lock option to pay off the decoder at 119 per month for 24mnths. I was told that they will contact my dad tomorrow (Friday 30th April). They never called so we then called and was told that the price - lock department doesn't work on a public holiday or on a Saturday and that our query will be escalated and we will receive a call Tuesday which is today (03rd April). At about 10am today I called DSTV only to be told by a consultant that the price -lock department will call me back in 2 hours time. I gave them 3 hours and called them back only to be told that the consultant "thinks" that they might have a back log and he cant give me an indication of when they will follow up on my lead......he only has a "lync system" that connects him to the price lock department.....he cant walk to them because he is an inbound agent so basically all can do is escalate it again and wait...he cant give me an answer of how long I will wait or where in the que our "lead" is....bear in mind we haven't evens started the application yet...the sales consultant never evens called yet.....

So my question is.....how long is my folks going to be without dstv? When is someone going to follow up on the escalated lead?.....How can a such a huge sales department be so slow or are they still recovering from the long weekend?

DSTV my folks have been customers for years and its not fair that they are treated in this manner. Please could you respond to our query ASAP

Many Thanks, Chantal