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MC's lack of real involvement on THEIR forum

11 REPLIES 11
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Re: MC's lack of real involvement on THEIR forum

It's as good as pointless posting anything on here as any valid complaints just get ignored. Optimist, you say that you think this may be the result of cost cutting and that when companies want to cut costs they start at the Customer Care section of the company? I'm not a financial boffin, nor a technical one either, but when you are in competition with providers such as Netflix, to name one, isn't it better to keep your customers satisfied and to up your game in the Customer Care Department? Keep your current subscribers happy and they'll be more likely to stay with the company and tell others of their pleasant experiences. Unfortunately, as with this Forum, Multichoice seem to be shooting themselves in the foot because people who could have been helped here are being sent away and are ending up having to phone Multichoice instead. Sometimes they may receive good help while at other times I wonder what help they'll receive. 

When a decoder goes down people want help quickly and without the expense of a long phone call. Something which could perhaps have been sorted out for them by looking here at what solutions others have experienced to their problems. 

Said this before but I am very disappointed in MC Marietjie who, knowingly or not, told us that this new forum was going to be everything and more that the old one was. This is definitely NOT the case.

Red Carpet

Re: MC's lack of real involvement on THEIR forum

I've been giving this issue some calmer thought.

 

Natasha, who used to run customer services, once said to me that the first dept. to be affected in companies when times are tough is... customer services.

Perhaps that's why she chose to move on, and I suppose we've at least got what we do have which is a lot better than what some companies offer re any helpful feedback.

 

So I'm just going to add what I believe would most help, IMHO - please try to allow for more specialists to visit and help here as needed.

Doccie

Re: MC's lack of real involvement on THEIR forum

Congrats on the promotion! Smiley Wink

Red Carpet

Re: MC's lack of real involvement on THEIR forum

Perhaps, or is it merely bait once again.

 

I see MC have put a link to this community forum on their homepage's menus again.

Maybe that's what's going on with these current generally even worse circumstances, them trying to force the situation into Forumites trying to help themselves.

 

Other fiddles going on - despite some of us asking for and being told we've been removed from the "awards" system, today Geoff was promoted to the status handle of "Trending" and mine is now "Red Carpet".

Ridiculous!

 

With the bigger picture in mind, I've decided that I won't be helping again.

 

Remember - they'll rely on you all having short memories.

Doccie

Re: MC's lack of real involvement on THEIR forum

Today I got MC responses to two posts (one from quite a while back, which included some feedback from Sundance) which was unexpected but appreciated. Hopefully a step in the right direction.

Red Carpet

Re: MC's lack of real involvement on THEIR forum

More here:  DSTV price lock charges

 

This poor guy has tried some of the so-called other avenues of "help", with no success of worth...

 

You do it to yourselves MC.

(But you can turn it around anytime you choose to...........)

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BoxOffice

Re: MC's lack of real involvement on THEIR forum


@RyanDavid wrote:

The funny thing is when MC Marietjie first commented on the closure of the old forum I expressed concern about the fact that it would be run by the 'customer service team' or whatever the name is, as I'd had bad experiences trying to use Twitter as a contact point with the team. She reassured me that a new team was being hired for this and we'd actually have BETTER service. Not what has panned out.


This is the most upsetting part for me. We all raised concerns at the time and were assured that we are worried for no reason at all!

 

Octo-LNB to 2 x 5.2 switches. Explora1 (Prim) & HDPVR 2P (Sec), Samsung 55" UA55F8500 Smart 3D LED TV, HDMI picture & audio via Onkyo TX-NR626
receiver. Explora2 in bedroom, HDMI picture & audio to Samsung 32" UA32F5500 Smart LED TV. 100Mbps M-Web fibre (OpenServe).
Doccie

Re: MC's lack of real involvement on THEIR forum

I knew that it would be a disaster the minute I read the announcement about the new forums so I'm not surprised.

 

But it still makes me see red when your registered on a consumer forum hosted or supported by an actual company like DStv & being told to contact them on Twitter or Facebook (don't have accounts, will never have accounts, refuse to support such cesspools). This isn't a fan made site that  guys called Optimist & MadCat have set up (it probably would have worked out better, I've been on fan sites that work just as good as the official sites). This is an official forum for DStv people expect service and help from multichoice and they are probably coming here as a last resort!

 

But you can't expect anything more from a company that is constantly cutting costs and corners and don't care about the people who are keeping them in business.  I'm tired of DStv and I don't like coming to a site only to moan about stuff I shouldn't have to or repeatedly have to. ( I'm only here today for a family member because they failed to properly upload a show to CU.  If it was just for me I wouldn't have bothered because I can't be bothered anymore with having to nag people to do their jobs.)

 

If we had the internet in our area that would have been capable of handling Netflix, I would have been long gone. This household may still be, I really can't be bothered with the viewing anymore, it is getting to the point I'd rather read a book.

Doccie

Re: MC's lack of real involvement on THEIR forum

I'll try it again and hope it doesn't disappear this time:

 

Have to agree. I took a break from the forum when it was first set up as the layout, functionality and everything else was frustrating me, but thought I'd give it a try again, at least for constructive purposes like reporting EPG and broadcast errors. I spent time posting about these but never got a single response from MC. It baffles me that any company wouldn't want to hear about defects in their products or issues their customers are having.


So I spent a bit of time looking over the forum the last day or two and saw some of the recent responses about 'what the forum is for' which basically seems like washing hands of the whole thing and steering us towards Twitter and Facebook - regardless of whether we actually have or want those accounts. The funny thing is when MC Marietjie first commented on the closure of the old forum I expressed concern about the fact that it would be run by the 'customer service team' or whatever the name is, as I'd had bad experiences trying to use Twitter as a contact point with the team. She reassured me that a new team was being hired for this and we'd actually have BETTER service. Not what has panned out.


If you expect people to spend their time helping others on a 'community forum', but you're not prepared to even respond to posts where it is required or forward on issues to others in the organisation then might as well shut it down. Because it's leaving a really bad taste in the mouth for those of your loyal customers who care enough to post and point out problems.

Doccie

Re: MC's lack of real involvement on THEIR forum

Tried to respond in agreement, now my comment has disappeared - why?