For almost two months the "Activate" smart-card functionality has not worked on the DSTV website. This has caused me to phone the Call Centre two or three times a week to perform this function - something I used to do routinely from my laptop since I move regularly between two residences and have two smartcards.
This is not only extremely inconvenient but very costly as I have a pay-as-you-go mobile; this morning, I started off as caller 102 in the IVR queue.
I did log a support call with the IT people more than a month ago and was told they knew about the problem and it would take "some time to fix". I bet the IT department would move a bit faster if it was their payroll system that was broken!
I am further frustrated that the DSTV management only allows me to comment (on the survey forms) on the quality of the service offered by the Call Centre consultants when I phone in. Generally, the service of these people is good to excellent. However, my gripe is not with these guys - the poor quality in this organisation is with management who take months to fix basic issues. Where are the satisfaction surveys for these guys?
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