Unacceptable service from Zanele Twalla

I have on numerous occasions experienced a particular problem with my Xtraview which frustrates me enormously. I cannot access TV Guide, cannot change channels, adjust volumn, etc. In fact the remote control just does not respond at all. In a lot of the instances, a call centre agent has been able to assist, some quickly (by using keys on the remote) and others taking a long time to sort it out e.g. swap cables around, turn off decoder, take out card, turn on decoder, insert card, etc. etc.

The call centre agent today was, to say the least, completely inefficient. She informed me that the Extraview decoder had to be next to the 2nd TV to pick up the signal, which is utter *******! I informed her that there was an "eye" on top of the 2nd TV which picks up the signal to and from the Xtraview decoder. She was adamant that in order for the remote to respond, I needed to stand in front of Xtraview decoder. My explorer and Xtraview decoders have been side by side by the 1st TV in the lounge for as many years as we have had them and in fact were installed by Multichoice. What, all of a sudden now they have to be separate. I refuse to accept this. Its absurd!!! What's the point of having the "eye" when it does not serve its purpose?

So, unless I have the Xtraview next to my 2nd TV and want to access TV Guide or any other function on the remote control, I have to go to my lounge where my Explorer and Xtraview decoders are, choose a function and run back to my bedroom to see what is on the 2nd TV screen, run back to the lounge and choose "OK" and then back to the bedroom. Am I missing something or going crazy???

Furthermore, this call centre agent just kept rattling on. She obviously has no clue as to purpose of the "eye" which is necessary to have if the Xtraview is in another room, and I felt as if she kept on ignoring the fact. Eventually, out of utter frustration, I informed her that I did not wish to continue with the conversation as she was not assisting me and I was going to take the matter further, said goodbye and cut the call. I am quite sure that calls are recorded and I would urge Multichoice to access this call in order to fully comprehend the stupidity of it all. This call centre agent is in need of some training before being allowed to advise and assist Multichoice customers.

To give credit where it is due, I phoned back later, chose "3" for general and spoke to Andile. What a pleasure it was to speak to this gentleman. In a matter of minutes, the problem was resolved with courtesy and guidance. Unfortunately, my cellphone's battery died and my call was cut off so I could not thank him for his wonderful service. I am hoping that by mentioning his name here, you will thank him for me. He will, I am quite sure, be able to give Zanele the training she so obviously needs.