MultiChoice Africa / DSTV
Reviews and Complaints

I bought Phuthuma nathi shares when I was still staying in Cape Town. I have since moved to Johannesburg. I can not contact Phumthuma nathi to telll them about the change of address. I have not received any communication from them since. I would like to be in contact with them.Regards

I do not have a PVR, I want to record a program listed as starting at 11am on the DSTV online guide I do the following: Set our Sony DVD recorder to record from 10:58am (time is in sync with DSTV). Set the autotune feature on DSTV for the channel to autotune when the program starts.

The problem is that DSTV only autotune’s the channel about 4 minutes after it has already started, therefore for example the correct channel only starts recording from 11:04am and not when it starts at 11:00am. DSTV is not autotuning when the program starts! And we are missing the beginning of the program. Please escalate and supply feedback on when this problem will be fixed or if there is already a fix for this problem.

My problem remains un-resolved. The only response I received back from Multichoice was that they tried to call me. I am clearly out of the country and my email details were clear and available. No effort was made to contact me via email. I would have assumed that this would be the first point of contact considering that I sent an email with my complaint and this is normally the choice of communication for most organizations however, its been the contrary. I responded via email again to receive feedback regarding a huge accounting error on my account however, I still haven't had a response nor has my account mistake been rectified.
It seems as if my complaint is being avoided.

I provided specific details in my email with regards to the accounting error and would have assumed that someone would have the courtesy to respond instead of saying they couldn't get hold of me via phone.

My story is one of racism and pathetic service of a major company Multichoice, a division of Naspers.
It all started last year when I called in and found that my address details had been changed without my authorisation asI was not receiving my magazines. I found that someone with a letter starting with L removed information out of my address field.
Got to find the person and they say that she is now there and no supervisors in call centre during the day etc. Up till now I still do not receive my magazines. From last year I am calling about the delivery of magazines. they say that I will be receiving it shortly. One consultant (Clint) even told me that I must go and fetch the magazines every month from the nearest multichoice store. Told him, Why should I! I am paying in my subscriptions...

Nov, I came back from overseas and went to the multichoice new offices down the road from the old one, to pay my yearly subscriptions. When got there I the south african, africa black who was the consultant in the glass cubical, was not helpful and she then called here so called supervisor. The south african african black, was assisting and when we were talking etc, the south african, afican black women consultant was behaving in a childish and racist manner to me. Eventually the south african, black african gentleman asked her to leave. During the month of December and the past the call centre staff cuts all the calls when I call, I hold 25+mins to have the call cut on me. Just this week I held 2Hrs for the transfer to the Xtra View Department. Yesterday, I phoned Authur Brookes to let him know that the consultant cut the call whilst talking. When I started to give my details she cuts the call. From last year December I was trying to get hold of Nico Meyer, as no one at Multichoice wanted to give me his pa Veni's contact number. Left messages to all difference levels of departments for Nico Meyer to call me, but up till today the CEO Nico Meyer refuses to call. But, he will take calls from other race groups.

Asked Veni on numerous times for Nico Meyer to call me, and was said he will call me at a certain time but up till now NOTHING. They are making me as a fool. Like, i.e. "lets make him think we going to call and make him a fool by not calling. He is just and INDIAN". Alter Daniels the PA of Koos Bekker (now Koos is a true CEO -gentleman) also e-mailed Veni to get Nico Meyer to call me and Veni said that Auther Brookes did not tell her to pass the message to ask Nico Meyer to call me. According to Veni she received the e-mail from Alter Daniels with regards to Nico calling me back, but Veni said that Auther said nothing about. Nico Meyer the the person that behaves as a INDIAN HATER and RACIST or is he already? Spoke to Auther and he said that he did pass the message to Veni for NICO THE INDIAN HATER to call me. Go figure...Veni said that he would differently call me this afternoon, but yet again NO SHOW. Alter Daniels even conferanced the call to NIco Meyers office and I left a message on the answering machine with Veni's V/M and still NOTHING.I had a south afican, african black to call in and he took the call, but me as an Indian he did not, The racism of Multichoice and NON SERVICE DELIVERY must be URGENTLY address.

They very bieist with regards to their funding. I other words they look at what is you colour... This is draw out of the behavior and treatment I was/am
currently subjected to by NICO MEYER and his FOLLOWERS...

So, if the CEO Nico Meyer is behaving in an unapproiate manner, hence his behaviour trickles down to the consultants etc.He is a perfect example of a CEO who does not or is not worthy of his position. WE ASK NICO MEYER, PLEASE STEP DOWN and all the misfits that that supports his pathic and mind you childish behavior being a CEO to leave our subscribers company Multichoice.
.
Why must we as paying consumers be subjected to this MILAKI?
Please call me for more concrete and constructive facts and information etc...

Thanks
[protected]

Multichoice Pretoria. For 4 months I'd tried to sort you a mishap on my dstv account, but nobody could sort this problem out. So today 06/12/10 I told Patiswa to take my subscription money that I paid for my December subscription and clear the previous R581. Also to leave my service disconnected, till I can find a proper person to help me with this account. I need some closure in connection with this. I cannot pay for a stupid fault that Multichoice staff maid and not tell the customer what is what. I complaint at HeloPeter and at getclosure, but nothing happened yet. It is people like that who will make a person give up.

Good day
my email is [protected]@mighty.co.za
Hope you can assist on this matter.

My Mother is a 70 year old pensioner. She was asked to enlist on an insurance option with Multichoice by phone conversation. The result of this is when she now need service on her broken unit, this is the response from Multichoice. Their excuse is that they do not have “new” stock to replace old stock. She never received any documentation and the policy was confirmed with only the phone conversation.

My questions on this matter
1 - Why was she not informed during the phone conversation that they would only replace it with a secondhand unit? She would not otherwise have accepted the policy since she already have theft and household insurance cover.
2- If after 3 years they cannot replace it with a new unit, why still receive the insurance fee?
3 – since when does insurance replace a faulty unit with a secondhand unit? If it is only the supplier doing the replacement, ok. But this is an insurance policy claim. Who is getting the benefit of the insurance fee?

Multichoice I believe made a misrepresentation of their services to my mother. Included on this my mother was not receiving the privilege to be informed on the policy agreement.

Below is the mail representing their answer on this matter.

Regards

Dear Mr Smit

Our telephone conversation on 29 November 2010 refers,

The decoder that Mrs JE Smit has is currently insured since 2 June 2008, this decoder, if found faulty will be replaced with a refurbished decoder of the same make and model.

Please find attached a Subscriber Agreement form, if you scroll down you will find the terms and condition of the Decoder Care contract.

Kind regards

Liselle Daniels
Contact Centre- Customer Liaison
Website: www.multichoice.co.za
“MultiChoice Africa (Pty) Ltd is an authorized financial services provider. FSP license number 11514.” THINK GREEN - CONSIDER THE ENVIRONMENT BEFORE PRINTING THIS EMAIL.

I have been waiting in an automated queue for 20 minutes, after being guided at the beginning of the call that the estimate reponse time would be 5 mins (caller number 154). Eventually I had to hang up, as there are no updates to the estimated waiting time.

It is completely unacceptable. the number SHOULD be toll free, if clients are expected to wait for such outrageous times. I would rate this as the WORST call center in South Africa.

Ek het n dstv en n gewone mnet dekodeerder wat alby betaal is maar my mnet is nog steeds nie aan gesluit nie en soek krediet vir volgende maand. As ek bel het julle baie verskonings maar geen oplossings nie. Wanneer gaan julle wakker skrik en vir n slag julle kliente se belange 1ste stel. Wat is die nut om te vra hoe julle diens was as jy bel as julle in elk geval niks doen as daar n probleem is nie

I called the call centre requesting to have my account blocked as my daughter is busy with exams. I was informed by your agent that it is not possible as the terms and conditions were changed. I then said that I did not receive any written notification of this. My call was then terminated. I called again and spoke to another agent. I was not rude to him however I requested to speak to a team leader where I was put on hold for over 5 minutes and then my call was released again. I do not expect this kind of service for a simple query where I could have been assisted on my first call and I am now extremely unhappy with the service I received.

Why is money spent on making a commercial explaining to Multi Choice viewers about the repeating programs and that we must accept it, yet nearly one year later i am seeing repeats of repeats of repeats. If i switch on tv now there is nothing new, Top Gear is a fine example, Split Ends, American Chopper, American Hot Rod, Overhauling. Its a utter joke i have to be honest the money that was maybe spent on the commercial should of been put into use of securing new programs for its viewers. I have been a subscriber since Mnet first started and cant even stand Mnet now either because its a second Series channel there is nothing of interest on it anymore.

I am not sure who runs the programming for some of these channels but planning ahead for the future is crucial you cant show repeats for the next 10 years. Put me into that programming position and i will start with Discovery and work my way down through all the channels, you will have more compliments than complaints thats for sure and heck might even end up with a higher turnover of new clients per year.

I was handed over for not paying the last instalement of my account i cancelled, I was not aware of this money but it was sorted and I paid up my account. Till date i am am not removed from the ITC reports, showing that i stiil owe the money. I applied for vehicle finance now and im going to loose the deal because I'm getting NO response from Multichoice, Seeing that I'm not able to speeck to the same person when I phone the callcentre, the same response is given everytime, That they cannot supply me with a letter stating that this account has been settled. This is unacceptable!

Yesterday, 1 September 2009 I went to multi-choice agents in Pretoria central to resolve problems i have with multi-choice. I was charged R60 extra a month for something i didn't use and it never worked. The only thing that i got from call centre agents was bad attitude & arrogance when i tried to tell them that my decorder doesn't have full functionalities that comes with it and that was the reason i bought the HD PVR. They kept on telling me to reset, take of all the cables from decoder without switching it off and it never worked. I also asked that subcription to be cancelled because it doesn't work.

To my suprise, my account was suspended reason been i didn't pay extra R60 pm for subscription on my account. I told call centre agents that I don't have those functions and I was told that they don't have a prove of it.

I took a day off and went to multi-choice agent with the decoder, I sat there for 3.5hrs checking my decoder and they confirmed it doesn't work. they told me i'll get a second hand one on friday. How can I get a second hand one if i bought it brand new and I was charged R60 pm subscription for rubbish & I bought it for R3899. I want R60 back & new decoder.

My Decoder Packed up and I bought a new one in June. When I phoned DSTV to activate the new decoder I was told my old card would not work on the new decoder and I have to therefor activate the new card. Upon enquiry the call centre told my I can cutup the old card and throw it away as i cannot use it anymore as each decoder now comes with a card assigned to it. In July I was billed for two decoders plus pro rata for two decoders from 22 June (R1145), when I checked I was told that they will listen to the call and refund. I phoned back in July and was told a 'cheque' was issued but returned and they will now pass Credit. I phoned to find out how much was due for september and was told my account is overdue? I get promises and no answers. My phone bill to sort this out is now standing at a staggering R689.00.

I woulkd like to kow from Multichoice when i can please get my R646.00 back for the overcharged 'second Decoder' as well as a refund for all my calls which they don't bother returning, and for keeping me on the line for in excess of 20minutes everytime, while every new person tries to check up. I get told a supervisor will phone me back, which also has not happened.

Am getting disconnected every month alternatively. For non-direct debit customers payment for July I should made before 4th of July. Otherwise they will disconnect the service. They don't even answer when is the due date.

Usually any service minimum they give 15 days or at least minimum 10 days for payment. In DSTV Mauritius its only 2 or 4 days.

when you buy a pace high definition decoder you have an option to subscribe to extraview for you bedroom or another room what they dont tell you is that when you buy a good flat screen tv such as a sony bravia you get a rubbish picture because th output sinal is so weak so in order to get th full benefits of th expensive tv i purchased i had to fit a mudulator costing me over 700 rand nowhere is there a warning that this would be the case thus encouraging the purchase of extraviewthat is not up to specification

The total incompetence of Multichoice accounts dept, Regular payments made on or before end of month via internet which take 48 Hrs to reflect on their acc, My invoice date being the 2nd of the month.
I have had my dstv disconnected 4 times in as many months, E mails to the Idiots are replied with " we received your payment and have discarded the reconnection fee and have reconnected you" including other ### except to answer my complaint of why i was disconnected, only to be disconnected 14 days later with a demand for payment of R692.25 +R50.00 reconnection fee. This matter has been handed to my attorneys with all proof of payments to demand a refund and to terminate this service. I like many others wil be subscribing to the new satelite tv provider, Hopfully multichoice will soon realise that they needed their customers to survive !

I have applied for a staff account in 2008 and when signing the contract the terms was that a debit order from my bank will be done on every 23rd of the month, however I received a Call from a Vivian on the 01Feb2010 advising me I owe R2110 as it did not go off my salary for the first 7months... I was shocked and wanted to know why they only calling me now (after a year) also wanted to know how come was it then debited from my account 7months later as I signed a contract for my account to be debited. Firstly I do not have a 2110 laying around for other peoples mistakes and when I called them back to discuss a payment a arrangement they told me I have to pay my current invoices aswell as R675 of my overdue for three months. Which will amount to close to R900 for a dstv, I really dnt have such monies for 3months, I am a single mom and paying for my own studies aswell, I dnt have that kind of money and tried explain to them also seeing that it was a staff account and I wnt be running away with the money i requested for them to make me a better offer and wanted to speak to a supervisor, I called numerous time to Reyhaana(the supervisor) which up to date she didnt reply to my emails or calls. I just think this kid of service is putrid atleast someone can get back to me... If I must go through this lengths to get someone to get back to me after me calling and emailing with no reply then I will have too, I will also go to hello peter and all other complaints boards.

We are all customers and would like to be treated as such and not like criminals, I want to pay this account I just need to understand and get proper answers to why I must be held liable for a mistake that was not my fault, This type of service make me ashamed to be part of multichoice, If this is the way they treat the staff accounts how dnt they treat the customers! very very very disappointed

I would just like to say that the Communications Manager for Supersport, Clinton van der Berg has been causing quite an uproar lately with his dismissive attitude and more recent sarcastic commentary regarding flaws in the Supersport HD format.

When asked why a cricket match was aired on the HD channel when it clearly was of a very low quality, he responded as follows:

********************
The feed is produced by the SABC. I suggest you direct your query to them.

Clinton van der Berg
Communications Manager: SuperSport
********************

This is not the first time he's given this exact answer. He gave a similar response to two previous questions posed as well.

When it was pointed out that firstly, the Supersport logo itself was also of a low quality during the match (proving it wasn't a problem with the source feed) and secondly, it's bad practice to ask YOUR clients to go to YOUR content providers for answers, he responded as follows:

********************
Hello everyone,

Thank you for your postings. As you’re no doubt aware, SuperSport HD has been in a trial phase for less than a month now, with the official launch set for February 12. There have been a number of teething problems, but SuperSport believes most of the problems have been ironed out.
However, since some forum users are deeply dissatisfied with the HD offering – and clearly have expert knowledge on the technology – SuperSport would love you to come in and share your expertise. I have chatted to the head of production, who would welcome the opportunity to host any of you: perhaps you could teach SuperSport’s technicians a few things.
This is a sincere offer. You are welcome to contact me at [email]clinton.[protected]@supersport.co.za[/email]

Clinton van der Berg
Communications Manager: SuperSport
********************

I've tried escalating this blatant lack of customer service etiquette to Multichoice but keep getting the cold shoulder.
I honestly cannot believe that this kind of behaviour is tolerated within Multichoice, especially since his job title is "Communications Manager".
He's shown a severe lack of skills in both 'communication' and 'management' and I feel we, as paying subscribers, are entitled to some form of action being taken against somebody who obviously only has his own pride at heart.

Discovery channel’s verminators – hard to swallow

Last night i saw an ad for a new up and coming program which will be featured on discovery channel’s “everyday heroes” stint.

Firstly i must say i am rather disgusted at discovery channel’s “show the people what they want” programming. i have always considered dc to be a learning channel, great for kids and adults alike – never a dull moment, and always something new to learn. not only about engineering, but animals and the environment alike. dc has always had my thumbs up, especially with children as they could learn from a very young age about the realities of global warming, exploitation of animals etc.

It seems now that dc has run out of things to air. on last night’s advertisement for verminators, the guy promptly tells the camera that “if it runs, flies or crawls, i kill it”… (big smile on the face “nogal”). i just want to know what this teaches our children?

When you think about it, yes, vermin do exist everywhere (once you can actually define the term “vermin”). the reason rats and mice appear to be “overcrowding” public areas, is probably because we have been killing off snakes who are their natural predators. rats and mice have become resilient and survive easily among humans, but their predators don’t, as they are often dangerous and fearsome.

Spiders are more often than not totally harmless to human beings as long as we don’t tamper with them. and in fact, only 4 species of spider in south africa are actually lethal. however, they do get into our homes and do pose a threat of a nasty bite to your toddlers. but have you ever stopped to ask yourself why they are not controlled in their numbers? probably because we have decided to remove trees and natural bush to build flats and houses. and so, there go the birds. the birds would happily have taken care of those 8-legged critters around our homes even before they get to crawl through a gap in your burglar-barred window.

And so discovery channel documents these so-called “everyday heroes” and puts them in a light that is deserved and good. why don’t we just wipe out everything that lives and breathes on the planet, excluding ourselves of course… then we need not worry anymore about phobias, germs, heebee-geebies, and the like.

When did we become such ruthless nancies?

I will certainly endeavor not to encourage any children i know to watch this program, or discovery for that matter. what a sad turn to a channel that used to be informative.

In utter disgust…
Vanessa massyn

Constant repeats on 5/6 of the DSTV channels (BBC food/Nat Geo/Discovery to mention a few).
DSTV is the most expensive satelitte in the world! - no competition.
Give subcribers the option to choose which channels they want and charge accordingly, that is all people are wanting. Why should we have to pay for channels we do not watch.