Terrible service from Johannesburg/ Pretoria DStv Multichoice Contact centres and Wonderpark DStv Agency

Dear Hellopeter

Kindly note that I'm currently subscribed to DStv Compact using the normal HD decoder. On the 04 April 2019 I received a call from MultiChoice to upgrade to a Price Lock plan. After a telephonic application, I was told I qualify for an upgrade and my package will be delivered within 5 days. My package was indeed delivered on the 09 April 2019 and the following day (10 April 2019) I searched for accredited Installer and the Installer agreed to come the following day.

On the 11 April 2019, the Installer came to do the installation and after completion, he told me that the network was slow and after communicating with MultiChoice, he then told me that the decoder will be active within 24 hours and we must leave it as it was.

After 24 hours I contacted back the Installer to inform him that the decoder was still not active and it only displays this message "Smart Card Error, the smartcard is not paired with the decoder". The Installer then informed me to contact the MultiChoice to alert them again and he gave me this number to call " ********** ".

On the 12 April 2019, I called the above number to report the matter and I have spoken to couple of consultants and one of them by the name of "Nontobeko" tried to assist and she ended up putting me on hold for almost 5 minutes and I called again and spoke to Njabulo who humbly apologized on behalf of the Multichoice and he promised me that my request will escalated to the management and he assured me that the matter will be sorted within few hours and they will send the email as soon as it is sorted. I contacted them again in the evening around 19h00 to do the followup and again I was told the matter will be escalated to management for prompt response and still it was not. The total call duration I spent with the customer service was 53 minutes using my own airtime without getting any help from MultiChoice.

The following day on the 13 April 2019 around 09h00, I visited Multichoice Agency at Karen Park for assistance and I was told there is nothing they can help with except to call the Pricelock department. I then requested to be transferred telephonically to the pricelock department from the Agency, since I have exhausted my airtime already trying to resolve the matter and was told can't. I called the DStv Jo'burg customer service again around 13h00 to do the followup and as usual after spending almost 20 minutes on the call, I was told the matter will be escalated to the authorities and it will receive an urgent attention but no response was made still.

On the 14 April 2019 I called this number " ********** " to inquire again regarding matter and as usual after spending 17 minutes on the phone, was told the matter will be escalated to management and told to wait two to three hours. I then requested to speak to the manager in charge since was told the same statement every time and she indicated that the manager is not available because he was in the meeting.

Yesterday 15 April 2019 I called the DStv Pretoria service center again for follow up and was told as usual that the matter will be escalated to management immediately and i was assured as usual a prompt response within two-three hours. I then requested a reference number " ********** 4-I45" for the call and still no response was made as yet!!!