1 reviews | Active since Dec 2019
Poor and shocking services from supervisors/managers/technical teams
Totally disgusted with supervisors / managers and their commitment to service issues ! I have a situation where my PVR features are not working on two decoders in an xtraview configuration. Apparently an issue in configuration / activation from dstv (multichoice). This was reported on 27/11/2019. I will not go into detail of the calls I have made to callcentres other than to say it has been in ecess of two hours on phone per day over numerous days. Airtime depleted / calls dropped by multichoice. I cannot fault the agents at the call centres (x5) who have shown absolute professionalism and dedication in trying to resolve the issue. Unfortunately resolution out of the levels of authority and call raised with technical teams. Two days later phoned to find out status only to be told call closed, "resolved by technical team to the satisfaction of the customer" NO CONTACT WITH CUSTOMER ! From 03/12 insisted to speak to supervisor/manager who was reluctant to take my call. Eventually supervisor gave me all the assurance the problem will be tracked by him and I would be kept informed of progress. Why was I ever optomistic that I found a supervisor / manager that actually cared. No show, no feedback and no response to emails since 03/12. I have the name if anyone actually cares at DSTV (Multichoice). Today again, a friendly and assisting agent opened a call with the technical team and we wait .... again. Unimpressed Customer of some 15+ years
We acknowledge receiving your complaint. and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
We acknowledge receiving your complaint. and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
By 08/12 problem still evident and no positive response or contact with respect to orginal review/commentary. Had to go through the same process again to get the problem resolved and agent assured me she would follow up with her Supervisor and ensure problem gets resolved.
If there was any positive response to original message it is sad for three reasons :
1. It took a formal complaint through "hello peter" to get a reaction.
2. Clearly demonstrates no formal escalation channel on the dstv (multichoice) channel exists.
3. The technical problem was still evident 2 days later.
With respect to the agent who eventually followed through my following response e-mail applies :
"Hi Nora, Just a confirmation that you have resolved the problem ! Thank you ever so much ! It is greatly appreciated. If one understands how many times I have made call and spoken to supervisors / managers without any success or commitment to resolve the problem (refer to my calls since October and more recently from 27/11, once can only appreciate my frustration and disillusionment in your senior “support staff”. The agents and in particular yourself,cannot be faulted in their professionalism and etiquette in dealing with customers. In your case particular case following through right to to resolution. Accolades to you ! I would particularly like for you to share this email with your senior managers or provide me with a name and email that I may personally recommend you for recognition for your professionalism and dedication. Thanks again. "
Conculsion : No-one contacted me with respect to my problem and more importantly my overall poor experience with DSTV (multichoice)
By 08/12 problem still evident and no positive response or contact with respect to orginal review/commentary. Had to go through the same process again to get the problem resolved and agent assured me she would follow up with her Supervisor and ensure problem gets resolved.
If there was any positive response to original message it is sad for three reasons :
1. It took a formal complaint through "hello peter" to get a reaction.
2. Clearly demonstrates no formal escalation channel on the dstv (multichoice) channel exists.
3. The technical problem was still evident 2 days later.
With respect to the agent who eventually followed through my following response e-mail applies :
"Hi Nora, Just a confirmation that you have resolved the problem ! Thank you ever so much ! It is greatly appreciated. If one understands how many times I have made call and spoken to supervisors / managers without any success or commitment to resolve the problem (refer to my calls since October and more recently from 27/11, once can only appreciate my frustration and disillusionment in your senior “support staff”. The agents and in particular yourself,cannot be faulted in their professionalism and etiquette in dealing with customers. In your case particular case following through right to to resolution. Accolades to you ! I would particularly like for you to share this email with your senior managers or provide me with a name and email that I may personally recommend you for recognition for your professionalism and dedication. Thanks again. "
Conculsion : No-one contacted me with respect to my problem and more importantly my overall poor experience with DSTV (multichoice)