DStv Premium customers getting priority support service

Hanno Labuschagne

Hanno Labuschagne

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DStv Premium customers getting priority support service

MultiChoice South Africa CEO Byron du Plessis says the company is developing a priority support service for DStv Premium subscribers as one of several projects to enhance its value proposition.

Du Plessis said the aim is to further differentiate the experience for Premium customers beyond just providing more content, as they already pay for everything DStv has to offer.


https://mybroadband.co.za/news/broa...le-who-have-dstv-premium-in-south-africa.html
 
So now when you get scammed by DStv with unauthorised deductions and add-ons you can get a better trained scammer to further waste your time by saying they will fix it when they actually wont much quicker and in a language that doesnt suit you - broken English
 
Sounds good, but why Premium only.. much room for improvement elsewhere. Don't be snobbish.
 
HO F...ME not this again, we are a better service sh..t again to justify the rip off. spend the time and money catching the pirate but not on quality or catching up with the tech world with no repeats
 
Hanno Labuschagne said:
Du Plessis said the aim is to further differentiate the experience for Premium customers beyond just providing more content, as they already pay for everything DStv has to offer.
Click to expand...

Nope. For the last few years they are deprived of SA channels 110, 134, 139, 143, 148 and 158 , all in the name of "avoiding complaints about repeats" :rolleyes:

Give Premium customers back their full choice !


(And they don't get the main Indian channels of course)
 
I would not call it priority in any way at all
We pay annually on 5th May to get the 8.3% discount
In Jan this year I got a notice to say my subs were due on 5th Feb

There followed at least 10 calls lasting many hours and me providing proof of payments going back 9 years

MC would not budge. I heard many excuses, most often, "we cannot access old payments"

Sure enough, DSTV stopped on 7th Feb

The agencies are absolutely useless. My wife went to N1 City armed with payment records going back to 2011. She was told that "someone" had requested the date to be changed.

And no, we could not be told the name of the person spoken to, nor listen to the recording owing to POPIA. It was suggested it was a family member. There are only 2 of us in the house

When she got home on 10th Feb, DSTV was working again

What useless and clueless people. I heard "our system shows that..." umpteen times
 
Wait...

The agents told Du Plessis they didn’t do that because customers feared using their data.

“So what we’ll be doing now is implementing free Wi-Fi in all of the walk-in centres,” he said.

“Now, when people are waiting, they have something to do, and we can actually show them the different apps and services that we provide, like managing their bill from the app.”
Click to expand...

so if you walk in, you have to self-service anyway?

For DStv's notice:

Premium customers will also not have to wait in call centre queues to get service, but will have their own dedicated support channel.
Click to expand...

If there are sums of people in line and some can't enter if the building is full, seeing someone walk straight to the counter will make most unhappy. Many of their premium subscribers may be older and not as efficient at self-service. Establishing priority support for pensioners is a more effective approach.

Now, they are a established monopoly, if they weren't, people would have walked right out of line straight into their competitor's line.
 
chrisc said:
I would not call it priority in any way at all
We pay annually on 5th May to get the 8.3% discount
In Jan this year I got a notice to say my subs were due on 5th Feb

There followed at least 10 calls lasting many hours and me providing proof of payments going back 9 years

MC would not budge. I heard many excuses, most often, "we cannot access old payments"

Sure enough, DSTV stopped on 7th Feb

The agencies are absolutely useless. My wife went to N1 City armed with payment records going back to 2011. She was told that "someone" had requested the date to be changed.

And no, we could not be told the name of the person spoken to, nor listen to the recording owing to POPIA. It was suggested it was a family member. There are only 2 of us in the house

When she got home on 10th Feb, DSTV was working again

What useless and clueless people. I heard "our system shows that..." umpteen times
Click to expand...

From helping my folks with their administrative issues. When you call them, they may at times direct you to a local agent for walk-in service. However, when you arrive, they often say only the head office can assist you, only to refer you back to the walk-in. Then, at other times, for the exact same issue, they can help you at the walk-in?

It is massively confusing.
 
chrisc said:
Sure enough, DSTV stopped on 7th Feb

The agencies are absolutely useless. My wife went to N1 City armed with payment records going back to 2011. She was told that "someone" had requested the date to be changed.

And no, we could not be told the name of the person spoken to, nor listen to the recording owing to POPIA. It was suggested it was a family member. There are only 2 of us in the house

When she got home on 10th Feb, DSTV was working again
Click to expand...
She was there for three days?

Sounds like premium support right there.
 
Hanno Labuschagne said:
Du Plessis said the aim is to further differentiate the experience for Premium customers beyond just providing more content, as they already pay for everything DStv has to offer.
Click to expand...

Premium customer here, also paid for a DSTV Explora Ultra and haven't seen any DSTV Ultra HD content in years.


Also haven't seen their "new" white DSTV Explora Ultra from last November.
vkD04ac.png


Maybe it's going to arrive for the world cup so they can brag about another 4K showcase and then have nothing for years.
 
bwana said:
She was there for three days?

Sounds like premium support right there.
Click to expand...
No, 3 hours on one visit. Staff seem unable to make decisions and decline requests instead
The visitor calling system is designed for a fast turnover. While she was there, a supervisor kept looking in reminding the clerk there were x-number of customers waiting. She had to repeat the query several times
 
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