Piteous and degrading service with *********** staff

I bought a Multichoice decoder with currently promo Dstv Access “get an HD Decoder + Installation + 3 monthly Subscription on us” at R899.00 at HiFi Corporation.

I then phoned the call center at 11:30 08/04/2024 and spoke to Gugu, she explained I needed to visit my nearest Dstv accredited installer for assistance for installation and once installation was complete I must call in for activation on the 3months subscription. I then went to my nearest accredited Dstv installer at Sangweni section in Tembisa. The lady there turned me away indicating they can not assist as the decoder did not come with a voucher.

I then phoned HiFi Corp to inform them, I spoke to Timna who transferred me to Bongani. Bongani explained the pack doesn’t come with a voucher however there’s a way installer claim for the work carried out on these. I called Multichoice again and spoke to Yoleka. I then explained the scenario, she the told me she can’t assist as this is not a MultiChoice promo. I reiterate this was a Multichoice promo, she then said if there’s no voucher I must pay for the installation, I then requested to speak to a Team Leader hoping I’ll get some assistance.

I was transferred to Nolufo who confirmed to be a TL. I asked if the query was explained to her, she indicated ‘yes’. I then asked how is Multichoice gonna assist me. She indicated a voucher is required for installation and that I have confirmed I have a voucher, I quickly stopped her and explained my situation as Yoleka gave her incorrect info. Nolufo came back to say I must go to directly Multichoice now to get a voucher. She didn’t seem sure of her responses, I then had doubts she knew what I’m talking about, I then asked her if she was aware of this promo and she answered yes. My follow up question was why do I have to run around just to get installation on their product & promotion. Her response was, they only deal with activation. After …..She then gave me these two number to call and these people they’ll help because they know about this, *** wrong number belongs to some lady and *** does not exist.

My question to Multichoice are as follows:

1. Why don’t you educate your staff/employees of your products and promotion. The failure from the whole Team Leader to solution one call, what’s gonna happen with the rest of the calls. 2. Since Multichoice/Dstv call center *** is not for new products/promos, new client and installation, what call center should we contact for such queries and why was this not communicated and implemented before. 3. If Multichoice doesn’t have the correct information on their system on the “trusted accredited installers” and never verify the info, how do you expect us to get service more especially when there’s no call center to attend and refer to regarding the installations. 4. How are you to solution me and this challenge I’m facing? I need this installed Today.