Poor service from dstv Multichoice

On the 27th November 2020, I received a call from a representative of Multichoice on the premium package black Friday offer on the ultra decoder. After I had taken up that offer, the same representative also mentioned that none of existing decoders, SD PVR or HD PVR (Pace 865) would be compatible with the ultra decoder for extra view and that I need another decoder for extra view and sold me an additional decoder. From subsequent discussions with Multichoice personnel through chat line and phoning ***, I understand that my HD PVR (Pace 865) would be compatible with the ultra decoder for extra view. I cancelled the second decoder and retained the order for the ultra decoder on the same day, 27 November (reference number ***9-i161, with dstv representative Levaan). On 03 December, I got an email from dstv Multichoice representative, Refiloe Mololola with reference number ***7 and message, "I have requested for the DStv Ultra decoder to be released and delivered. Please expected delivery with 4/5 working days. The R49.00 decoder has been received and the contract had not been activated therefor it will be cancelled." I did not receive the delivery and sent a followup on the 17th December 2020. I received the following response from dstv Multichoice representative, Natasha Nel, "As discussed, I have sent an instruction for the courier to deliver your Explora Ultra decoder. Please accept our sincerest apologies for the delay in the delivery." - reference number ***0.

I followed up on the 29th December 2020 and got the following response from dstv Multichoice representative, Seabi Jafeta, "We apologize for the delayed response and the inconvenience caused. We have re-escalated your query." - reference number ***1.

On 01 January 2021, I got a message from dstv Multichoice representative, Pricilla Ndlovo, "I am afraid, we have already charged you for the xplora ultra, we deducted R49.I am still awaiting a response from the consultant who had made an instruction to the courier company to deliver your decoder." reference number ***1.

I followed up today, 11 February 2021 on the delivery of the ultra decoder and got the following response, "Your query has been logged and your reference number is ***8." I phoned dstv *** and queried the previous references and got a new reference number ***1 with the promise that the delivery will be looked into and I should await feedback.

Considering the number of followups, I think that Multichoice is not responding adequately and has not lived up to reasonable expectation.