Trying to get customer service from DStv is a giant misnomer

The level of service offered is pathetic. (In fact it's lower than pathetic). In trying to get resolution for a problem with my (insured) decoder, using your "WhatsApp" line is extremely frustrating. Your "AI" (A serious misnomer) BOT answers don't actually solve any problems but just waste your client's time. So I eventually after much time wasting delays on your company's part to figure out that I could take my decoder into your Multichoice centre and get my problem sorted. Just to elaborate, my problem is that the LAN (Internet) connection wasn't being recognised by the decoder which meant that any catch up or showmax programming which re**** on an internet connection was unavailable. I took the decoded this morning (Sunday) to your Multichoice centre and it was tested by your representative who acknowledged that it was faulty So I asked how long it would take to fix or if I was being given a decoder exchange, how long it would take to transfer my recorded programs to the new decoder. (I do realise that they are stored on a hard drive).

Despite previously being told some time ago that if I needed programs transferred from my decoder to a new decoder, I am now told that this service is no longer available. On my hard drive I have historical broadcasts of programs which I have worked on, which previously I would have recorded to tape for posterity. It is not rocket science to transfer the data from one hard drive to another, just about everyone on the planet does it on a daily basis. I then asked if the data drive from my current decoder could be exchanged for the drive in the replacement decoder and I am told no.

This level of service is unacceptable. I have programs that I have supp**** material to on the drive, and a number of other programme of interview material which I keep for reference. Any competent technician could change the drive in a short time. How about people who use their decoders to store specific programmes which may have some emotional value?

If I take a computer into a shop and they need to repair something, the data on my drives remains intact (Unless they do something really stupid). So I have paid decoder insurance for many years assuming that if my decoder idevelops a fault, will be replaced with a machine in the same (Except faultless) condition. I have taken my faulty decoder back as your very friendly and helpful centre staff could not transfer the data nor change the hard drive containing the data.

In this regard your level of customer service is left very wanting! If I had a *****driver and two machines side by side I could probably switch the drives in a few minutes. (I do work on broadcast machines in the professional industry.)

I am sure that you are sick of hearing from me (And probably a great many other dis-satisfied customers), but it is indicative of a company which seemingly has reached it's sell by date and doesn't actually have customer concerns at the core of it's business model. Your company is reported to be bleeding customers and when one encounters service (Term used loosely) of this magnitude, it is fairly evident why. Your pricing doesn't reflect the modern landscape and many previously loyal customers are jumping ship. Your business is seemingly like the Titanic which was supposedly unsinkable. You have taken advantage of your loyal cutomer base to the point where they are now getting irritated. It is a pity that there is not a negative rating star system, because that would be an interesting thing to observe. However as DStv seemingly don't respond, this is probably wasted breath.