Price lock - why outsourcing your service NEVER works

<p>On Saturday 10 Dec, I visited DSTV Umhlanga walk in centre - to buy a new LNB and have my HD PVR tested. The team confirmed that my Hard Drive was faulty and recomended the price-lock deal - I'd get a new Explora, a new LNB, Wifi device, installation etc. etc. - a really good deal considering my need at the time. I was promised a roughly 2 day response time. By Monday evening, I had heard nothing so I phoned DSTV customer care and selected the Price Lock option. The agent was unable to assist - except to state that the Price Lock team have a big back log and they will phone me and it takes 7 working days!!? I was not pleased and asked for a manager. The manager told my I should check my phone as I had a missed call at 12h01 that day (I was in meetings, eaning some money to pay my DSTV subs). Because I had missed their call, I would now go to the back of the queue. I asked to be put through to the team now - to do the telephonic verification at my convenience. "Not possible - they sit in a different building..". She promised to escalate the matter. By Wednesday evening, I had heard nothing and I phoned again. Same story, no solution. Promised to call me. Nothing. On Thursday 15th Dec I paid DSTV UMhlanga another face to face visit. The walk in consultant was very apologetic and kind, but had to escalate the matter to his supervisor. They indicated that Price-Lock was outsourced to another company - explains why you dont get the same DSTV service experience and you're not allowed to phone them directly. The supervisor at Umhlanga promised to escalate both via email and via their "special Whatsapp group" for "special" cases like me.... Silence. Crickets chirping. Tumble **** blowing in the wind. Yesterday - Sunday the 18th, (8 days after my first visit), I again visited DSTV Umhlanga. Another helpful consultant listended to my sob story about how I've been BEGGING DSTV for a WEEK to PLEASE take my money from me. PLEASE! I WANT TO GIVE YOU MORE BUSINESS... but they just will NOT have it. He introduced me to his supervisor... who tolkd me about a "special whatapp group" that he's going to load me onto and someone will call me withing 24 hrs... Well, suprise surprise, it's hour 25 and Ive heard nothing. While I was there, I bought an LNB yesterday and fitted it myself, so at least we have some signal again... Very dissappointed by this massive departure from a brand who's call centres just won an international award in Vegas - DSTV, I can tell you now, that your outsourced PRICE CHECK partner is destroying your brand and you should in-source the client service experience ASAP!!!</p>