PRICE LOCK OFFER PROMISE VS ACTUAL EXPERIENCE (MISREPRESENTATION)

I have been a long-standing and diligent paying customer and what I have recently experienced is the most appalling service from DSTV/Multichoice. Briefly, a pricelock offer was made to me by DSTV via several emails, which I eventually had a 41 minute telephone chat about with an agent called Mashudu who confirm the total offer being proper installation and supply of 1. a DSTV satellite dish, 2. Smart LNB, 3. Decoder. All of these to be price inclusive over 24 months. During this recorded call, the agent explicitly confirmed that the satellite dish is included, irrespective of whether I live in a complex with a communal dish. When their accredited installer (Caswell from Magadgets Electronics) eventually arrived, he told me that I need to pay an additional fee for the satellite dish, due to my current set-up. When I escalated the above matter to DSTV, another agent called Kelebogile Mokgofa responded with a very dismissive email stating the following: “This offer is generally available to any of our customers who can make use of their own personal dish and cannot be used in a communal dish set up. If you are in a complex and or make use of a communal dish, then this deal might not be suitable for your type of connection.” The above was never communicated to me, right from the beginning. However, post the above incidents, I received two sms’ from DSTV confirming the proper installation scheduled for 12 April and 16 April, respectively. None of these happened. My further correspondences on the above have also been ignored, as well as my challenge to them to listen to the recording and confirm to me which part of the offer had I misinterpret. As far as I’m concerned, this is a classic case of misrepresentation and DSTV (Multichoice) has to account for it.

I still challenge them to review the recording, for which I had provided all the necessary details, which can be tracked via the reference number.