GM
Gilbert M
1 reviews | Active since May 2009
02 Sept 2020, 18:31
Wrong package activate and billing not updated.
I called today to activate my long inactive service, spoke to a lady who helped me with the activation. She did everything after struggling with what (as far as I could tell) sounded like system issues preventing the process. She finally consulted with her "Supervisor" and came back to tell me it has been activated. I made an instant EFT of which your self-service portal confirms the transaction. It's 18h00 as I write this and my service is still not active. I consulted with the self-service portal again and to my surprise, it states that you are "Awaiting payment" furthermore! I asked for COMPACT PLUS and repeated this to the lady on many occasions but she got it wrong! AFTER I TOLD HER A MILLION TIMES WHAT I WANTED! Since she couldn't activate it, I take it the supervisor is the one to blame here! WHY IS IT SO HARD TO DEAL WITH YOUR CALL CENTRE? WHY FO YOU CONSISTENTLY GET THINGS WRONG? I don't even want to touch on the 1st 2 calls I made before i spoke to the lady that struggled. If my service is not activated tonight. I expect a prorata refund/credit. It's only fair since I paid prorata that includes today.
Helpful (0)
Replies (3)0
Replies (3)
DStv (MultiChoice)'s replyOfficial
02 Sept 2020, 19:45Hi Gilbert,
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Best regards,
DStv (MultiChoice)'s reply02 Sept 2020, 19:45
Official
Hi Gilbert,
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Best regards,
DStv (MultiChoice)'s replyOfficial
03 Sept 2020, 00:50Hi Gilbert,
It is with regret that we learn of the frustration and inconvenience you have experienced with our service. Please accept our sincerest apologies in this regard.
Our intention is certainly not to provide a sub-standard service to our customers. We strive to provide the best possible customer service to our subscribers and we take this unfortunate experience very seriously.
However, we can confirm your DStv services are active on the account, we were able to finally get the activation process done. Records also indicate you have opted to also upgrade to the DStv Compact Plus package, and we hope you are enjoying your services.
Please be assured of our best service and intentions at all times.
Should you require further assistance, please do not hesitate to contact us send us an email at ***.
Kind regards,
DStv: Hello Peter Team.
It is with regret that we learn of the frustration and inconvenience you have experienced with our service. Please accept our sincerest apologies in this regard.
Our intention is certainly not to provide a sub-standard service to our customers. We strive to provide the best possible customer service to our subscribers and we take this unfortunate experience very seriously.
However, we can confirm your DStv services are active on the account, we were able to finally get the activation process done. Records also indicate you have opted to also upgrade to the DStv Compact Plus package, and we hope you are enjoying your services.
Please be assured of our best service and intentions at all times.
Should you require further assistance, please do not hesitate to contact us send us an email at ***.
Kind regards,
DStv: Hello Peter Team.
Best regards,
DStv (MultiChoice)'s reply03 Sept 2020, 00:50
Official
Hi Gilbert,
It is with regret that we learn of the frustration and inconvenience you have experienced with our service. Please accept our sincerest apologies in this regard.
Our intention is certainly not to provide a sub-standard service to our customers. We strive to provide the best possible customer service to our subscribers and we take this unfortunate experience very seriously.
However, we can confirm your DStv services are active on the account, we were able to finally get the activation process done. Records also indicate you have opted to also upgrade to the DStv Compact Plus package, and we hope you are enjoying your services.
Please be assured of our best service and intentions at all times.
Should you require further assistance, please do not hesitate to contact us send us an email at ***.
Kind regards,
DStv: Hello Peter Team.
It is with regret that we learn of the frustration and inconvenience you have experienced with our service. Please accept our sincerest apologies in this regard.
Our intention is certainly not to provide a sub-standard service to our customers. We strive to provide the best possible customer service to our subscribers and we take this unfortunate experience very seriously.
However, we can confirm your DStv services are active on the account, we were able to finally get the activation process done. Records also indicate you have opted to also upgrade to the DStv Compact Plus package, and we hope you are enjoying your services.
Please be assured of our best service and intentions at all times.
Should you require further assistance, please do not hesitate to contact us send us an email at ***.
Kind regards,
DStv: Hello Peter Team.
Best regards,
GM
Gilbert M's updateReviewer Update
04 Sept 2020, 08:27Yes after trying to get through to your call centre on numerous occasions where a voice message would play back "This service is no longer active/available" and "page not found" I'm surprised I ended up speaking to someone just as I decided to throw in the towel. I wouldn't have had to call back had your service agent not made a mess of everything and you activated my service after I met MY payment obligation. This is the sole reason why I stopped my service for so many years in the first place (your billing and service consultants are nowhere near efficient) it's a let down to see that it's still not addressed. But...I digress, I activated it for my parents. Hopefully I won't have to relive the horrible experience and headaches moving forward.
GM
Gilbert M's update04 Sept 2020, 08:27
Reviewer Update
Yes after trying to get through to your call centre on numerous occasions where a voice message would play back "This service is no longer active/available" and "page not found" I'm surprised I ended up speaking to someone just as I decided to throw in the towel. I wouldn't have had to call back had your service agent not made a mess of everything and you activated my service after I met MY payment obligation. This is the sole reason why I stopped my service for so many years in the first place (your billing and service consultants are nowhere near efficient) it's a let down to see that it's still not addressed. But...I digress, I activated it for my parents. Hopefully I won't have to relive the horrible experience and headaches moving forward.