Please find my letter below that I wrote to DSTV and Multichoice
To Whom it may concern
I.S. Customer Complaint
I have been experiencing a problem with my SD PVR Decoder.
I phoned so many times and each time they tell me something else.
I spend hours on the phone holding.
I had a problem with my DSTV Catchup
I only had 7 titles on my DSTV catchup
I spoke to the following people at 012 422 2222 but unfortunately did not have the time to write down all their names as the phone was disconnected in my ear 4 times
It started when they told me there is a problem with my installation all of a sudden
I contacted [email protected]
012 252 6442 and it cost me R280 to come and check my installation, but there was nothing wrong with my installation
I phoned again and then they told me my decoder is faulty I must take it in to be tested.
I drove all the way to Waterglen Multichoice in Pretoria from Brits on Friday, told them what the problem was and they didn’t even test my decoder just gave me another one.
When I got home I connected the decoder and nothing was loading on Box Office from 11h00 to 15h00 so I phoned again012 422 2222. They told me it takes 24 – 48hours to start downloading.
On Saturday afternoon I phoned again and then they told me no there must be a problem with my decoder that I just exchanged.
I phoned again about 15h30 on Saturday to find out if waterglen Multichoice is the closest Multichoice from me because it is 93km from my home.
They told me there is two places in Pretoria Waterglen 0861 833 833 or Wonderpark Shopping Centre in Pretoria 012 549 9747
I tried to get through to Wonderpark but after about an hour I phoned Wonderpark Shopping Centre to find out if there is another number for Multichoice. It turns out he gave me the wrong number. The correct number is 012 549 7947.
I finally got through and talked to David. He told me they are open until 17h00 but their system is off. I told him about my decoder and the problem and asked David if they do exchanges on decoders because I don’t want to drive all the way to Pretoria for nothing.. He told me yes they do but I need to be there on Sunday morning early before they open, because by the middle of the day they sometimes run out of decoders and then he might not have a decoder for me available. He said they open at 09h00 and close at 15h00 on Sundays. When I got there today 08h30 I were 5th in the row and when I finally got to David, he told me sorry it takes 7 to 14days for repairs they don’t stock my decoder. I then told him that is unacceptable, I phoned him yesterday to find out and he told me to be there early etc etc… I also told him that I am going to lodge a complaint about this, I am wasting a lot of money driving to Pretoria all the way from Brits and that after I phoned him on Saturday to make sure.
Now I have to take off work again tomorrow to dtive to Pretroria again Waterglen.
I cant tell you how many hours I spend on the cellphone 012 422 2222 updating my detrails each time and get cut off and had to phone again. Each time I phoned the minimum time on the phone holding was about 30 minutes. If you don’t believe me check your system.
This is unacceptable, each time I ask to go through to your customer survey. I put in a rating of 1 and leave my name and number to be called back “within 24hours” but nobody phones me back.
I am not going to leave this, it is unacceptable. I am going to report all of this to the consumer board, Hello Peter ste and post it all over Google and I also have two friends working for the Rapport Karin Kruger and Lizel steenkamp . I am going to get hold of them and send them this exact letter until I get some answers.
Linette Retief at Rapport [email protected]
is publishing a weekly VERBRUIKERSVASVAT artickle in the Rapport, I need answers and I am not going to stop until somebody decides to do their job and come back to me. I am a paying customer.
DSTV cost me nothing but money money money on calls, and petrol as they seem fit.