Really poor customer service!

My wife and I are somewhat heard of hearing and although we manage with some shows on the TV, we have lots of difficulty when it comes to English spoken in American and British accents. So, subtitles are important to us.

Showmax seem to provide subtitles on all their shows BUT these are quite small and seem always to be white which is often hard to see on a light background. By contrast, Netflix give choices in their subtitles such as different colours and sizes as well as a choice to have the subtitles on a dark background. This suits us very well and we have no trouble at all in setting different colours and sizes and backgrounds and also in reading the subtitles while watching.

We contacted Showmax about this and asked if they could help by offering what Netflix do. The consultant to whom we chatted on the chat line said he would pass the suggestion on. (Another relatively small complaint, is that when I asked the consultant how I could get a transcript of my chat with him, the answer was that if I had put my e-mail address where asked (which I had done), that I would get this by e-mail. Well that didn’t happen!)

When nothing further happened we sent them an e-mail which elicited an automatic response that they were mobilising people to handle the suggestion. After more than a week -------nothing! Another message from us elicited a response to the effect that they have “escalated” the complaint.

Then things go worse. The subtitles got moved to the top of the screen in such a way that the top half of the letters cannot be seen which makes things even worse than they were before. When we pointed this out, their response was “your suggestions have already been forwarded on to the Content team”. That was two weeks ago and since then nothing.

We give Showmax a nil out of 5 rating for customer care. They don’t have a clue! Shame on them!