DSTV insurance covered on decoders are a waste of valuable time, never stock at the branch or faulty and no support from the company either

After we have followed all instructions as recommended by DSTV when having a problem with a decoder and still not received the necessary result after 4 days.

• Error was reported over the previous weekend to DSTV 7oct23 • It was recommended to take decoder in for testing to DSTV • Decoder was taken to nearest branch in somerset west, my dad stay in Strand, 82 years old, not very mobile after he fell (9oct23) • Faulty decoder was the finding • It needed replacement and at 1st it was rejected as there was not stock • This all of sudden take a turn a few minutes later and they had stock • The replacement product was tested apparently and handed over to take home in Strand • After installation catch up was not available immediately (9oct23) • The following day we had to go back to my dads house to find that there is still an issue with the replacement decoder (10oct23) • After another 2 long conversations/instructions DSTV call centre recommended that the replacement decoder is also faulty (10oct23) • Explaining all of the above to insurance company over the phone (tshepo, 12h10, 10oct23), they immediately agree to arrange a delivery same afternoon and will confirm it by phone call • I also requested to add my phone number as back up if my dad is not available, he is 82 years old, had a fall recently and had limited/difficulty with movements, therefore he cannot afford driving back and forth between strand and somerset west, stand/sit in long uncomfortable qeues. (10Oct23 12h10) • When I follow up with my father 11oct23, he never received a call nor delivery, but I was too busy to follow up with insurance as hours of freetime is required when you start a call with DSTV/insurance • Today, 12oct23 I had a minute to spare and try to follow up with my DAD, who never got a call back from the insurance/DSTV or anybody, so I decided to set another hour aside to try and follow up with the insurance by phone call. • as predicted, At 15h54 I attempt my 1st call and very surprised on the lady on the other side that immediately mentioned an email sent from dstv insurer to advice my dad needed to take his decoder by himself if it is faulty (I immediately questioned the email, who sent it and where from and to who…….as this was not what I was told on our discussion with the insurer on Tuesday) • She mentioned a ladies name, which I immediately felt strange, as I was actually talking to a guy on Tuesday… • She ask me to hold to get further details, 24 minutes later, at 16h24 the music was still ringing in my ear waiting for her feedback and then I was cut off (24 minutes 3 seconds is the time I spent holding for her-I was holding for such a long time, I decided to read the policy and type my frustrations to an email found on the policy) • This was unacceptable and will now try to make another attempt, but predicted it was her end of workday (16h30 and most like get a result), but I decided to ge ahead and got through to Isha. as predicted again, frustrated as I had to repeat me myself all over again (nobody have so much free time to spend waiting for *********** companies with *********** systems/resources to support customers. Why pay a fortune over 10 years for insurance for a decoder and this is the type of service you get. I think all the waisted hours spent on the phone is worth more then just buying a new decoder. not sure the benefit of insurance of a decoder after this frustrating experiences

To add to my previous query

my call and spoke to Isha, ref ***/i155, 12oct2023, 16h27

Findings and concerns while finally speak to another person at the insurance company:

1. After supplying the customer number & my dads ID number, she could not pick up previous incidents or phone call or calls logged previously 2. To me it sounds like the system they are working with, do not have the capabilities to share the relevant history 3. I had to spend another frustrating couple of minutes repeating all previously reported issues on Tuesday to Tsepo at 12h10 , earlier today at 15h53 to Ayanda 4. Like a record I had to all over listen to the same thing, that it is not there responsibility to supply the customer with a replacement decoder, etc 5. After I supply the enquiry reference nr ***9, an email that was typed while holding speaking to ayanda at 15h53, she could not pick up the ref nr yet either, which means when you phone the call centre, nobody have history on what the customer is going through and an awefull amount of time is spent repeating ourself to explain the situation and the history of the query 6. After I had for obvious reasons totally lost it as I can see I am fighting a losing battle, she kind of said she will follow up, not sure on what, 7. She mentioned a waiting period of 24-48hrs of feedback lead-time, which immediately put me back on my frustration side, as I already know 8. Tomorrow is Friday, which means I will only hear from anybody may be next week, which 9. Makes it a total week of battling with a insurance claim replacement faulty decoder 10. I demand somebody more superior to speak to that can make urgent decisions, but apparently they do not have superiors, which is another red flag, 11. No wonder they just do as they please 12. I would like to go to hello peter as well with all my facts, I mentioned to her

as predicted, it took just enough time to find somebody more superior just after 17h00, eventhough we finished our call 15minutes before 17h00, which mean the superior she found will only be able to come back to me on friday, the following day. she/he could have come back to before 17h00, but chose to give me rather feedback the following day

very frustrated customer