MS
Mziwamaxolo S
1 reviews | Active since Jan 2022
20 Jan 2023, 10:10
Decoder and life cover
I have been misled by an Onair consultant. He told me that I am given a special offer of which I must pay R79 per month for the DStv decoder including channels. I only found out that the R79 was for the decoder only after it was installed. They told me that I am not allowed to return it. The consultant also told me that there is a life cover that comes with the decoder. When I call Onair to ask for more information about the life cover they kept transferring me to someone else then they drop the phone. I feel like I was ******, and I do not understand why I am not allowed to return this decoder.
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Replies (3)0
Replies (3)
OnAir TV's replyOfficial
23 Jan 2023, 08:52 Hi Mziwamaxolo,
Thank you for reaching out to us, we are sorry to hear about this, we will escalate to our Customer Care Team to investigate and get back to you soonest with full and final resolution.
Our Customer Care Team will listen to the call recording and assist you to a resolve.
Kind Regards,
OnAir TV
Thank you for reaching out to us, we are sorry to hear about this, we will escalate to our Customer Care Team to investigate and get back to you soonest with full and final resolution.
Our Customer Care Team will listen to the call recording and assist you to a resolve.
Kind Regards,
OnAir TV
OnAir TV's reply23 Jan 2023, 08:52
Official
Hi Mziwamaxolo,
Thank you for reaching out to us, we are sorry to hear about this, we will escalate to our Customer Care Team to investigate and get back to you soonest with full and final resolution.
Our Customer Care Team will listen to the call recording and assist you to a resolve.
Kind Regards,
OnAir TV
Thank you for reaching out to us, we are sorry to hear about this, we will escalate to our Customer Care Team to investigate and get back to you soonest with full and final resolution.
Our Customer Care Team will listen to the call recording and assist you to a resolve.
Kind Regards,
OnAir TV
MS
Mziwamaxolo S's updateReviewer Update
08 Feb 2023, 14:16Good day
Thank you for your response.
Someone from customer care did call me and promised to listen to the recordings.
On the 1st of February 2023, I received an email stating that the decoder will be collected, and the contract will be cancelled. On the 2nd of February 2023, someone from a courier company called me to arrange collection but never came to collect the decoder and now Onair has debited my account.
On the 6th of February 2023, I called Onair to follow up on the reason why the decoder has not been collected yet. I was told that collection has been cancelled because they could not get hold of me whereas I did not receive any call from an unknown number or a number I do not have on my contacts.
On the 8th of February 2023, I called Onair again to follow up if they are coming to collect. I was told that collection will be done within 14 working days.
I write this review because communication has not been consistent and I fear that the next debit order date will come, and I will keep hearing different stories.
I still need assistance with finalizing this issue.
Thank you for your response.
Someone from customer care did call me and promised to listen to the recordings.
On the 1st of February 2023, I received an email stating that the decoder will be collected, and the contract will be cancelled. On the 2nd of February 2023, someone from a courier company called me to arrange collection but never came to collect the decoder and now Onair has debited my account.
On the 6th of February 2023, I called Onair to follow up on the reason why the decoder has not been collected yet. I was told that collection has been cancelled because they could not get hold of me whereas I did not receive any call from an unknown number or a number I do not have on my contacts.
On the 8th of February 2023, I called Onair again to follow up if they are coming to collect. I was told that collection will be done within 14 working days.
I write this review because communication has not been consistent and I fear that the next debit order date will come, and I will keep hearing different stories.
I still need assistance with finalizing this issue.
MS
Mziwamaxolo S's update08 Feb 2023, 14:16
Reviewer Update
Good day
Thank you for your response.
Someone from customer care did call me and promised to listen to the recordings.
On the 1st of February 2023, I received an email stating that the decoder will be collected, and the contract will be cancelled. On the 2nd of February 2023, someone from a courier company called me to arrange collection but never came to collect the decoder and now Onair has debited my account.
On the 6th of February 2023, I called Onair to follow up on the reason why the decoder has not been collected yet. I was told that collection has been cancelled because they could not get hold of me whereas I did not receive any call from an unknown number or a number I do not have on my contacts.
On the 8th of February 2023, I called Onair again to follow up if they are coming to collect. I was told that collection will be done within 14 working days.
I write this review because communication has not been consistent and I fear that the next debit order date will come, and I will keep hearing different stories.
I still need assistance with finalizing this issue.
Thank you for your response.
Someone from customer care did call me and promised to listen to the recordings.
On the 1st of February 2023, I received an email stating that the decoder will be collected, and the contract will be cancelled. On the 2nd of February 2023, someone from a courier company called me to arrange collection but never came to collect the decoder and now Onair has debited my account.
On the 6th of February 2023, I called Onair to follow up on the reason why the decoder has not been collected yet. I was told that collection has been cancelled because they could not get hold of me whereas I did not receive any call from an unknown number or a number I do not have on my contacts.
On the 8th of February 2023, I called Onair again to follow up if they are coming to collect. I was told that collection will be done within 14 working days.
I write this review because communication has not been consistent and I fear that the next debit order date will come, and I will keep hearing different stories.
I still need assistance with finalizing this issue.
OnAir TV's replyOfficial
08 Feb 2023, 14:29Good Day Mziwamaxolo,
We sincerely apologize for the inconvenience caused to you with regards to this matter, kindly note that our Customer Care Team, did need to log for the call recording of which the turn around time is 3-5 working days, once that was done, collection/cancellation was logged based on the QA findings.
You will be contacted for the collection which has been logged and of which the turn around time is 7-14 working days.
Kind Regards,
OnAir TV Team
We sincerely apologize for the inconvenience caused to you with regards to this matter, kindly note that our Customer Care Team, did need to log for the call recording of which the turn around time is 3-5 working days, once that was done, collection/cancellation was logged based on the QA findings.
You will be contacted for the collection which has been logged and of which the turn around time is 7-14 working days.
Kind Regards,
OnAir TV Team
OnAir TV's reply08 Feb 2023, 14:29
Official
Good Day Mziwamaxolo,
We sincerely apologize for the inconvenience caused to you with regards to this matter, kindly note that our Customer Care Team, did need to log for the call recording of which the turn around time is 3-5 working days, once that was done, collection/cancellation was logged based on the QA findings.
You will be contacted for the collection which has been logged and of which the turn around time is 7-14 working days.
Kind Regards,
OnAir TV Team
We sincerely apologize for the inconvenience caused to you with regards to this matter, kindly note that our Customer Care Team, did need to log for the call recording of which the turn around time is 3-5 working days, once that was done, collection/cancellation was logged based on the QA findings.
You will be contacted for the collection which has been logged and of which the turn around time is 7-14 working days.
Kind Regards,
OnAir TV Team