In a case of shoddy customer care service, now starting to get worse by the day, I can exclusively reveal that On Digital Media (ODM) still has brand-new subscribers who bought TopTV decoders - some as far back as the very first day TopTV decoders went on sale on May 1 - who have NOT been contacted by TopTV, have NOT had replies on their emails, and who have NOT had their TopTV subscriptions activated or their decoders installed.
I have the names of people, and have spoken to some of them, who are still patiently waiting for a response - for anything! - from TopTV since they bought their TopTV decoders as far back as the first day of the month when TopTV decoders went on sale. Since then they've been battling to get through to TopTV's customer care call centre at 08600 86788, have sent emails to info@toptv.co.za and have heard . . . nothing.
On Digital Media (ODM) has already increased their call centre capacity twice and added several more installers but are still completely overwhelmed and seemingly not able to give a standard or acceptable level of customer care to its new subscriber base. Hick-ups, growing pains and start-up difficulties are expected and anyone has patience and understanding for that. But there is a limit to which initial goodwill and customer patience and loyalty can stretch and TopTV is definitely starting to reach theirs.
TopTV is being plagued by other massive problems as well about which the company is keeping quiet and hoping that TV writers and journalists won't notice because they're not subscribed to the service. TopTV's electronic program guide (EPG) is an utter and complete shambles and beset by major technical problems, inaccuracies, ommisions, with several channels' informations on the TV guide not corresponding to what is actually shown. Several channels are empty. And TopTV does not yet - after half a month - have any complete or comprehensive TV guide available.
