Poor dstv installation
<p>Hi, had my dstv dish installed in April 2016 by Mali Installations, it was a voucher installation.Started having signal problems in November, called tha same tech to check what the problem was. He tightened the bolts on the mounting pole and the brackets on the dish, all were loose. He now wants to charge me for a repair, which i refuse to pay. I contacted Ellies, explained the problem, was told its out of warranty, iIhave to pay the tech. I refuse to pay for poor quality installation, I was told a manager will contact me, been awaing call back since the 11th of November. Can someone please assist</p>
Dear Customer,
Thank you for the email.
Can you please provide Ellies with you name & surname, contact number, email address and a Voucher number.
Kind Regards,
Ellies Team
Best regards,
Dear Customer,
Thank you for the email.
Can you please provide Ellies with you name & surname, contact number, email address and a Voucher number.
Kind Regards,
Ellies Team
Best regards,
Dear Customer,
Ellies is a company that strives for customer satisfaction and we pride ourselves on our product and service.
Your Hellopeter Profile unfortunately does not show contact email or phone number nor a Name or Surname and I will reply directly to you through HelloPeter.
All installation vouchers carry a warranty for a period of 3 months excluding Damage done by Natural forces. Should there have been any problems with the installation in this period, such as no signal or a faulty decoder then it would have been the responsibility of the installer to resolve at NO COST.
The installation voucher warranty excludes any damages caused by natural forces or signal failures after the period of 3 months. Any adjustments or work that need to be done falling out of the installation warranty period of 3 months need to be charged by installer to the customer. (call out fee, stock use etc)
We had very bad weather conditions of late in South Africa in the last few weeks which related all too very strong winds (some gale force in certain areas), tornados, flooding, heavy down pour, thunder storms etc. All of this had an effect on the decoder signal reception and also left quite a few damages to stock (LNB) AND DISHES no longer with their original alignment. Unfortunately an installer cannot be held responsible for the damage caused from natural forces.
They will unfortunately charge a call out fee if the warranty is no longer in place.
We can assist you with some numbers of accredited installers that you can contact and you can ask them their call out fees.
Should there be anything we can assist with, please feel free to contact our Call Centre 0861-101-099.
Kind regards,
Juanita Nieuwoudt
Ellies Call Centre & Customer Care
www.ellies.co.za
Best regards,
Dear Customer,
Ellies is a company that strives for customer satisfaction and we pride ourselves on our product and service.
Your Hellopeter Profile unfortunately does not show contact email or phone number nor a Name or Surname and I will reply directly to you through HelloPeter.
All installation vouchers carry a warranty for a period of 3 months excluding Damage done by Natural forces. Should there have been any problems with the installation in this period, such as no signal or a faulty decoder then it would have been the responsibility of the installer to resolve at NO COST.
The installation voucher warranty excludes any damages caused by natural forces or signal failures after the period of 3 months. Any adjustments or work that need to be done falling out of the installation warranty period of 3 months need to be charged by installer to the customer. (call out fee, stock use etc)
We had very bad weather conditions of late in South Africa in the last few weeks which related all too very strong winds (some gale force in certain areas), tornados, flooding, heavy down pour, thunder storms etc. All of this had an effect on the decoder signal reception and also left quite a few damages to stock (LNB) AND DISHES no longer with their original alignment. Unfortunately an installer cannot be held responsible for the damage caused from natural forces.
They will unfortunately charge a call out fee if the warranty is no longer in place.
We can assist you with some numbers of accredited installers that you can contact and you can ask them their call out fees.
Should there be anything we can assist with, please feel free to contact our Call Centre 0861-101-099.
Kind regards,
Juanita Nieuwoudt
Ellies Call Centre & Customer Care
www.ellies.co.za
Best regards,
Hi Juanita,
Thank you for the quick reply.
I understand the terms if the 3 month warranty. My issue is with the quality of the installation . The tech used the existing antenna pole and did not use a mounting bar that is provided with a new installation . The old antenna bar is long, and it sways with heavy winds, that is why the bolts were loose. When the tech was installing I asked him if it's ok to use existing pole, he said yes. If he had installed the dish using the correct mounting pole I wouldn't have had a problem. So now every time there are heavy winds, I have to call out a tech to tighten the bolts... ********** ********** 030
Hi Juanita,
Thank you for the quick reply.
I understand the terms if the 3 month warranty. My issue is with the quality of the installation . The tech used the existing antenna pole and did not use a mounting bar that is provided with a new installation . The old antenna bar is long, and it sways with heavy winds, that is why the bolts were loose. When the tech was installing I asked him if it's ok to use existing pole, he said yes. If he had installed the dish using the correct mounting pole I wouldn't have had a problem. So now every time there are heavy winds, I have to call out a tech to tighten the bolts... ********** ********** 030
Deon ***. ***
Deon ***. ***