My complaint is not against any individual at the Multichoice call centre, but rather with the call centre system itself. According to front desk personnel, Multichoice do not have technicians and are thereby required to rely on call centre agents. These call centre agents are required to guide customers telephonically on technical set ups with regard to (inter alia) the set up of ex-tra view etc. The problem is that the customer is invariably not a technical person, and is therefore ill equipped to follow the call centre agents instructions via cell phone. The average cell phone reception is dire at the best of times, even from the multichoice hub in ferndale to a residential address 5 kilometres up the road in Ferndale. It is an exercise in complete frustration and costly to the customer. Instructions from call centre agents are invariably required to be repeated due to poor cellphone signal. Customers are required to yell into the phone to be heard and vice versa. I fail to understand why Multichoice do not offer a service whereby they can simply send a techician or consultant out to attend to the INITIAL technical setup of a NEW service subscribed to by their customers.
0 comments