UNHAPPY ABOUT INSURANCE, SERVICE, FEEDBACK (WHICH IS BASICALLY NON-EXISTENT) AND MORE

<p>Below, is an email describing my grevience with Multichoice/ DSTV. It is the exact wording that I used in an email sent ********** - I was asked to send an email to this address by a call center operator who could not assist me with my complaint. Upon emailing my grevience on 25/05/17 , I was sent an automated response providing a case number ( ********** ), and was told that I will be contacted within 48 hours - it is now 23 calender days later and still no response!</p> <p> </p> <p>Hello,</p> <p> </p> <p> </p> <p>I am writing to you on behalf of the following account holder, herewith copied:</p> <p>A******XX S******</p> <p>ID No.: ************X</p> <p> </p> <p>I originally had a dual view HD PVR decoder which was insured. This decoder had malfunctioned and was taken to the DSTC/Multichoice service centre in Umhlanga, Durban. I was told that the decoder will be swopped for an Explorer 2 as the model that I had was no longer supported. I was then told that the Explorer 2 is a single view decoder. I was unhappy upon hearing this as the Explorer 2 is by no means similar to my old decoder. I have no use for the Explorer 2 functionality. I was then told that this is the procedure and is in line with the insurance policy wording. I then read the policy wording which stated something along the lines of – faulty decoders will be replaced with the same or similar decoders. As stated before, the Explorer 2 is not the same, nor is it similar, to the decoder I had. In order to be able to watch HD TV on two TVs while recording on both of them I will be required to purchase second (new) Explorer at an additional expense to me. I explained to the consultant and the manager that I was unhappy about this who stated that they will escalate the matter. It has been (I stand to be corrected) two to three months since the incident and I have not been contacted. The insurance call centre stated that the matter was not even logged on the system.</p> <p> </p> <p>Kindly address my grievance immediately.</p> <p> </p> <p>Thanking you in advance,</p> <p> </p> <p> </p> <p>Regards,</p> <p>R***X S****** on behalf of A******XX S******</p> <p> </p> <p> </p> <p>Finally, please address the immediately.</p> <p> </p> <p>Thanking you in advance.</p>