Please DStv... just respond to me! Are you out there?
<p>Hi there. I'm Not sure how to begin this conversation - I'm just tired of trying the call centre.</p> <p>I have called the call centre them 3 times this week, and each time they "escalated the call to get a supervisor to call back" but, of course, no-one ever calls back. I am really tired of trying to explain my situation, so I'm trying alternatives, where I can copy-paste my situation. Here it is:</p> <p>I ordered DSTV on 17 July. I had to set up a system for the prospective tenant of the flat attached to our house, so I decided to put a main decoder in our house, and a secondary in the flat. I ordered two Explora 2's, one on a R979 2-year contract with installation, and the other on a R79 2-year package (or something like that - the salesperson was inaudible) without installation. I made sure to order both decoders at the same time (or at least immediately one after the other since they couldn't be combined, with order numbers 498031 and 498032), so that the technician could install both decoders at the same time (I wouldn't mind paying for the installation of the extra, but the cost would be minimal without the callout fee I guessed).</p> <p>So somebody messed up, and only sent the first decoder. No problem, I thought, obviously the technicians will come with the other, right? Within a few hours of delivery of the single decoder, the technicians arrived, installed it and left. I came home that evening and only one decoder was installed. So I started calling the call centre. Only then did Multichoice even realise my second decoder wasn't dispatched. Of course, now I have the extra decoder and I'm being billed for it. And I hear it will cost me R1000 to get a technician to put a cable from one decoder to the next. R1000? That's crazy. Multichoice messed up on sending me both decoders at the same time, so I would appreciate it if they would at least foot the bill for the installation callout. I don't mind paying for the 5m of cable the technicians need to put in.</p> <p>I will FB message this, I will mail it, I will comment it... I will try everything until someone has the decency to get back to me.</p> <p>Thanks for your time...<br />Regards,<br />Michael</p>
OK, I FB-messangered this message as well, and Bongani has called me back. He's looking into the matter. Changing my star rating for now... And will update if a resolution is found.
For all of you frustrated Multichoice customers frustrated by the call centre, maybe give FB a try?
OK, I FB-messangered this message as well, and Bongani has called me back. He's looking into the matter. Changing my star rating for now... And will update if a resolution is found.
For all of you frustrated Multichoice customers frustrated by the call centre, maybe give FB a try?
Dear Michael Johan von Maltitz
We acknowledge receiving your complaint. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Dear Michael Johan von Maltitz
We acknowledge receiving your complaint. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Good day Michael Johan von Maltitz
Please accept our sincerest apologies for any inconvenience you have experienced in this regard.
We have escalated your concern to our Price Lock department for urgent assistance.
Feedback will be provided by written or telephonic correspondence as soon as more information becomes available.
Once again, please accept our sincerest apologies for the inconvenience you have experienced in this regard
Kind regards
Rupert
Good day Michael Johan von Maltitz
Please accept our sincerest apologies for any inconvenience you have experienced in this regard.
We have escalated your concern to our Price Lock department for urgent assistance.
Feedback will be provided by written or telephonic correspondence as soon as more information becomes available.
Once again, please accept our sincerest apologies for the inconvenience you have experienced in this regard
Kind regards
Rupert
Hi Rupert. Thanks for the response! The non-call centre methods of communicating with MultiChoice customer care win hands-down. Via Facebook, Bongani has escalated the request to the technical division (just to see if he can find someone to come out and put the 2 cables in). I would like to hear from the Price Lock department though as well, to see if MultiChoice is going to pay for the callout (that would have been unnecessary originally). Thanks.
Hi Rupert. Thanks for the response! The non-call centre methods of communicating with MultiChoice customer care win hands-down. Via Facebook, Bongani has escalated the request to the technical division (just to see if he can find someone to come out and put the 2 cables in). I would like to hear from the Price Lock department though as well, to see if MultiChoice is going to pay for the callout (that would have been unnecessary originally). Thanks.
Today Johannes and KT from MultiChoice Bfn arrived and connected my second Explora to the dish. I think thanks to a combination of Hello Peter, Facebook Messaging and the online contact form 2 or 3 people starting working on solving my problem simultaneously. In general, I still give the call centre 1/5, but 5/5 for the responses from the other avenues.
Today Johannes and KT from MultiChoice Bfn arrived and connected my second Explora to the dish. I think thanks to a combination of Hello Peter, Facebook Messaging and the online contact form 2 or 3 people starting working on solving my problem simultaneously. In general, I still give the call centre 1/5, but 5/5 for the responses from the other avenues.