Hellopeter
Share Your Experience
RG
Rob G

1 reviews | Active since Feb 2016

02 Oct 2017, 21:35

Still no DSTV magazine, despite all the promises in the world since last Nov

For the umpteenth time we have phoned DSTV (and also actually gone in physically to the Umhlanga offices) in our now 10 month effort to receive the magazine. We have been phoned by people more senior than the call centre staff (in response to a number of Hellopeter complaints), who PROMISE that we will be receiving it, but as of today our last copy was in November 2016. Firstly the call centre people are telling a lie ("we don't post out a magazine anymore") as many of our friends receive it, even without having specifically requested it. When I point this out to the call centre, we are put on hold while a more senior person is consulted, then we are told you get it only if you request it. Which is what have we been doing for 10 months!! We even have a reference number ( ********** 1-I288) but this means nothing as far as DSTV goes for delivering on what we pay for. I have yet to experience a more frustrating, protracted business issue. DSTV, your customer service on this matter is simply unacceptable. I expect someone to personally bring me the October issue to my home in Hillcrest, as I am not prepared to waste my petrol to come and fetch it from Umhlanga, and I expect to see my own copy in my postbox every month from November and I expect a phone call from someone very high up in your organisation to explain why such a simple matter has not been resolved in going on a year!

0
Replies (8)
DStv (MultiChoice)
DStv (MultiChoice)'s reply03 Oct 2017, 08:04
Official

Dear Rob

We acknowledge receiving your complaint. Feedback will be communicated as soon as possible.

Kind regards

DStv: Hello Peter Team

RG
Rob G's update08 Oct 2017, 13:52
Reviewer Update
Hello Girly, as of today, no magazine has arrived. When can we expect one and when can we expect a permanent resolution of this now 10 month old problem? I would appreciate that someone in high authority phone us personally about this, so that we have the name of the person who is responsible for finally sorting this out. It is very unsatisfactory every month to speak to a different person, with no one to ask for, with whom the buck will ultimately stop.
RG
Rob G's update18 Oct 2017, 09:45
Reviewer Update
Girly rep**** in a private Hellopeter message on 3rd Oct that this problem had been escalated, that we would be receiving a magazine soon and that she would contact me "shortly" to provide feedback. As of today, some 15 days later, I have heard nothing and we still don't have delivery of an October magazine and no doubt won't get a November one. What is DSTV's definition of "shortly" and "escalate"? My complaint has been "escalated" since December last year. DSTV I cannot believe that such a seemingly simple issue as making sure I get the magazine that I have paid for is STILL not sorted out after 10 months!!!! Your customer service in this issue is beyond disgusting.
RG
Rob G's update10 Nov 2017, 11:57
Reviewer Update
We are now ONE WHOLE YEAR into the same problem with Multichoice. One whole year in which we have not had the printed guide sent to us, despite almost weekly emails, visits into the office, telephone calls, Hellopeter complaints. We keep getting emails telling us it's being "escalated". Escalated is the new swear word in our house, as it has no meaning in reality. We have yet to speak to someone in the actual department that is responsible for ensuring it gets sent to us. Why do we keep getting emails from very pleasant people, but from people who have to escalate it and clearly have no authority to sort it out themselves. I would love the CEO of Multichoice to give us a personal call!
RG
Rob G's update10 Nov 2017, 16:23
Reviewer Update
So, a follow up from the complaint 4 hours ago - I have just received an email from Refiloe Mashigo from ********** Who said, and I quote We have escalated your enquiry for amendments. The last DStv printed magazine you should receive is the December copy WHAT???? Again we are "escalated" and now Refiloe thinks we want the magazine stopped! Did he even read our email asking why we aren't getting it. It's such a joke to say the December one should be the last we receive. If we get a December one at all it will be a miracle and if it's the last we ever receive I think it may well be time to cancel our DSTV subscription and change to Netflix.
RG
Rob G's update13 Nov 2017, 20:19
Reviewer Update
So on Friday I was told someone from the relevant department would phone me mid morning this morning (Monday). Still waiting and it's now 8.20pm ........
RG
Rob G's update04 Dec 2017, 17:25
Reviewer Update
So December has arrived and no magazine! I emailed on Friday 1st to complain and again was told it's been escalated ... we have heard this word every month since November 2016 and still they can't seem to get us onto a mailing list. The mind boggles.
RG
Rob G's update16 Dec 2017, 13:11
Reviewer Update
So now it's the middle of December and still no magazine! I have phone calls from Multichoice saying they will sort it out and everytime I email them I get told that it is being ESCALATED! I can't believe that a company of this status in SA can be so inefficient in trying to sort out what should be a simple issue. FOURTEEN MONTHS later I am still having the same issue. Take some of your Gupta money Multichoice and get efficient people in your mailing department!