DStv quality complaints remain unresolved
Many DStv subscribers have expressed their concern, as well as frustration, over audio/visual quality complaints not being addressed or responded to.
MultiChoice provides their own forum for DStv subscribers to complain about picture and audio quality on the satellite TV service.
A complaint from a user dating back to mid-November regarding the sound on the VUZU and Universal channels being broadcast in mono only seems to have been partially resolved yesterday.
VUZU, which uses DStv as a platform to broadcast their channel, resolved their sound broadcasting issues, the consumer reported. No statements from either VUZU or MultiChoice were to be found in the forum.
The Universal channel’s audio woes seem unresolved and unacknowledged based on the reports in the MultiChoice forum.
One subscriber specifically pointed MyBroadband toward a problem with the widescreen broadcast of the Action channel, which they say has remained unaddressed for 7 months.
He, and other subscribers, wondered if their complaints have been falling on deaf ears.
“Issues raised by customers through any platform (call centre, e-mail, DStv forum, twitter, facebook, etc) are taken very seriously,” commented MultiChoice spokesperson, Marietjie Groenewald.
“Every issue is raised with the relevant area to address if possible,” said Groenewald. At the very least they would respond to the customer, she added.
“We also analyse issues to pinpoint bigger problems with processes, etc to ensure issues raised do not recur.”
Groenewald also said that it wasn’t possible for her to comment on audio-visual complaints in general, but that she could comment on specific queries.
MultiChoice doesn’t want to address specific customer issues through MyBroadband, Groenewald added. This is because they have their own channels and don’t want to have to check an additional source for feedback such as the MyBroadband forums.
However, Groenewald did comment on some of the specific issues subscribers have reported.
With respect to the widescreen issue, Groenewald indicated that the problem could have to do with television incompatibilities. In those cases MuliChoice has to carefully consider how, if at all, to address the problem as the number of HD and widescreen subscribers only make up around 15% of DStv’s total user base.
One of the newer problems reported on the forum is that the sound played during the title card (or “banner”) of The Big Bang Theory on M-Net is very loud.
Groenewald explained that in most cases, such as with the M-Net channel, DStv is only a platform for the broadcast to go out on. The most MultiChoice can do is take up the issue with the source.
According to Groenewald, M-Net has had numerous technical issues which MultiChoice has taken up with the channel.
M-Net did not respond to requests for comment.
DStv complaints << Has MultiChoice responded to your complaint?
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