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Call centre do not know how to resolve problem

12 REPLIES
New poster

Re: Call centre do not know how to resolve problem

What a bunch

 

22 emails

14 phone calls (some lasting over an hour)

8 promises to fix it up

 

No response.  Given name of operator to whom I spoke.  He/she is never available again

 

Received email from Mr Herman Horn, he is head of finance, he says and asks what is probem.  Replied to him, no response thereafter

 

I am unable to speak to him, he does not take phone calls, does not respond to or answer phone calls

 

Yet I am receiving twice weekly requests to renew for the year

 

Why should I, this is a one-sided conversation?   There is complete and utter disinterest in the customer, all he has to do is pay up and shut up.  Nothing else is considered

Action

Re: Call centre do not know how to resolve problem


@GeoffD wrote:

On the old forum, we used to be able to raise issues like this and get a response from people like Natasha or MC Solomon, who would be able to confirm if the adjustments were correctly made.


Those were the days ..... 

SLNB LMX501| Explora 2A (Primary 4,5,6) Explora 2A (Secondary 0,1,2) | Xtraview - decoders same room | 3 distributed HDMI endpoints via 2x4 Matrix
and Cat6 | 200/100 Fibre (OpenServe/Afrihost Premium UnCapped) | HD 5S in holiday mode
BoxOffice

Re: Call centre do not know how to resolve problem

If you make any changes to your subscription package at any time other than on the anniversary date, that date becomes your new anniversary date. Any credits you have as a result should have been taken into account automatically. BUT  for you to check that you got the credit would require you to analyse all the transactions on your account, which has always been a challenge. On the old forum, we used to be able to raise issues like this and get a response from people like Natasha or MC Solomon, who would be able to confirm if the adjustments were correctly made.

Octo LNB; 2 by 2x4 MS; 2 by ES 5-2; Dedicated PSU for LNB, ES's, MS's; HD PVR 4P x 2; Explora 1; DSD 660; FSM
New poster

Re: Call centre do not know how to resolve problem

No, no reply at all

 

I called MC. but we replied, they said.   Yes, a few words but they did not mean anything

 

I complained (again, for the 5th time) about moving my annual payment date from April to February without any adjustment

 

The answer I received is "Your account is in order"

 

This is NOT a reply, and asking me to complete a survey about how satisfied I am is shameful

New poster

Re: Call centre do not know how to resolve problem

I am now receiving replies that answer 1/3 of one question

 

In 2012, my annual payment date was changed from April to February, so I in effect, lost two months. I queried this for 4 months and gave up, as no-one replied

 

I brought it up again, when I was asked to complete a surver.   The reply I get regarding this reads, "your accout in now in order"

 

This is what I mean by a non-answer

Highlighted
Action

Re: Call centre do not know how to resolve problem


@chrisc wrote:

Person no 12 told me that since my dish-enabled DSTV is in Cape Town and my streaming service TV is in Montagu, it will never work

 

 


^^^  This just made my day  Smiley Very Happy Smiley Very Happy

SLNB LMX501| Explora 2A (Primary 4,5,6) Explora 2A (Secondary 0,1,2) | Xtraview - decoders same room | 3 distributed HDMI endpoints via 2x4 Matrix
and Cat6 | 200/100 Fibre (OpenServe/Afrihost Premium UnCapped) | HD 5S in holiday mode
New poster

Re: Call centre do not know how to resolve problem

Person no 12 told me that since my dish-enabled DSTV is in Cape Town and my streaming service TV is in Montagu, it will never work

 

I asked how I could receive email, Netflix, web browsing, YouTube with the same web browser at both locations.  He said these are unprotected services

 

Another told me that my service will not work as I have not attached the devices to my profile on the web.  The next said that the web has nothing to do with DSTV Now.  Yet another said the web has everything to do with DSTV now

 

I am not the only one who has their service, for which he pays, stopped.  Two friends who live in apartment buildings without a cable from the dish, yet pay the full premium package and depend on streaming to watch DSTV, no longer receive the full service.  One is a personal injury attorney and has little technical knowledge.  He had an installer around who fiddled for 5 or 6 hours in vain, bringing in a brand new TV.  The level of incompetence and disinterest in an apprently well-run company is appalling.   

This lawyer sent a strongly worded letter to the CEO of Naspers.  So far there has been no reply

BoxOffice

Re: Call centre do not know how to resolve problem

MC have this idea that they can use IP addresses to "control" access to services.  They fail to understand, that with mobile devices, the last thing that is static is an IP address. Even for fixed services in fixed locations IP addresses are dynamic and change all the time. 

Even this crazy Lithium forum suffers from the same problem. At some or other stage, you are simply thrown out and have to log in again from scratch.

It is high time MC gets someone in that really know how the Internet works and is familiar with the peculiarities in SA as well.

 

Octo LNB; 2 by 2x4 MS; 2 by ES 5-2; Dedicated PSU for LNB, ES's, MS's; HD PVR 4P x 2; Explora 1; DSD 660; FSM
New poster

Re: Call centre do not know how to resolve problem

Nothing suggested works

 

I am appalled by the inept responses and obvious guesses by the staff who answer Live Chat, the call centre.
No-one responds to email. 
You are accepting money on false pretences

 

Since 5th December Live TV does not work on a Samsung Smart TV.  Catchup ok, recordings ok, iPad ok

 

Everyone wants to blame something, or provide a different excuse

 

1 -  App out of date

2 -  Internet too slow

3 -  Device faulty

4 - Too many devices loaded

5 - You are speaking to the wrong person

6 - There is no "Connected Services" department

7 - A supervisor is not available

8 - Hold on I will connect you and the call is terminated

9 - I do not know

10 - No-one else has reported a problem

11 - Your account is in arrear

12 - An internal error occurred with your account

13 - We cannot locate an account in your name

14 - You are trying to use a streaming service from a different location (is that not what it is all about?)

 

I have now phoned 24 times since 5th December and the recorder attached to the phone shows I have spent 405 minutes on the phone, speaking, holding on.  Frequently the phone key selections do not work, I am prompted again and again to enter a customer number, ID number

 

When I go to delete a device, I see it suddenly appearing 3 times.  Who put these there?  If the app is faulty, fix it.  You work there, do your job for heavens sake.  If I told my customers who had just spent thousands of Rand on something that I could not make it work, I would soon hear from their lawyers

 

Does NO ONE take responsibility for the service working?  Really?

 

It all pass the buck to someone else

Moderator

Re: Call centre do not know how to resolve problem

@chrisc This is not what we want to hear. Please check your 'Private Message' for our response.