Terrible service from OnAir TV

Good morning.

Please note that I agreed to a deal where I receive a new DST Explora for around R170 per month of 24 months.

When I agreed to the deal via telephone, I clearly asked the consultant if the decoder had built-in Wifi and Netflix, and he confirmed this. I still told him that he should’ve started with that, as this is exactly what I want. I asked the consultant if the new decoder was “plug and play” as I didn’t want to incur extra costs. He assured me that the new decoder simply replaces the old 1.

The decoder was delivered to my house on the 9th of Feb and the installers came on the 13th of Feb. As they were busy installing, the technician told me that I need a splitter box for the decoder to function as the new decoder only has 1 port – R350. Once installed, I asked the technician to show me how the Wifi and Netflix work, only to be told that I got the entry level Explora. I told him that this can’t be because I confirmed with the consultant and he told me that I was given false information.

1 Of the TV’s had no DSTV signal but the technician assured me that this will come right after a couple of minutes and that I should just be patient.

On Sunday morning when I got up I noticed that the facia board where the replaced the dish was lying on the ground in pieces and my alarm system’s wiring was ripped out in the process. I phoned the technician again and explained the situation to him and I was told that they don’t work on Sundays. I explained to him that the signal was still off and he told me that I must resolve it with the call centre as this was not an installation problem. I called the call centre and they told me it was a faulty installation. Needless to say, my “new decoder” wasn’t working, my house alarm system wasn’t working and my facia board was in pieces.

On Monday I phoned the ON AIR Helpline and spoke to Summeshan. I explained the whole situation to him. He assured me that they would listen to the recordings and if what I say is true, they would refund me and ensure everything is fixed and back to how it was. He asked me for 3 working days to get back to me.

On Friday I was phoned by Simone to find out if I was happy with the installation. I explained the situation to her and she said that she would get back to me.

Meanwhile the technicians assured me that they would come and resolve the situation with the decoder on Saturday. I waited at home the whole day. I called them, no answer, Whatsapp messages, no response.

I currently have no words regarding this deal.

Why would I pay R4000 (R170 x24) for a decoder that costs R999 in the stores. Why would I pay R4000 to replace my decoder that was working perfectly with a “new decoder” that is not even working properly, not to mention the splitter for R350 and the damage to my roof and alarm system?