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MultiChoice's brand new DStv BoxOffice video-on-demand (VOD) service has suffered a major unexpected technical failure on its commercial launch day today, with angry and irate subscribers fruitlessly trying to access the service to watch movies but who are instead left disappointed and fuming.
The technical failure of DStv BoxOffice on the launch day has left a red-faced MultiChoice not just reeling but engineers scrambling to get the system back up and to get additional resources assigned to the new service.
ALSO READ: MultiChoice to give 2 free movies to make it up to subscribers after DStv BoxOffice launches with technical problems.
ANALYSIS: MultiChoice's next appointment? A psychohistory expert to predict demand.
It seems that system overload is to blame for DStv BoxOffice's unexpected technical failure and has echoes of what happened when competitor TopTV launched in May last year. TopTV was instantly crushed by unanticipated demand when 50 000 decoders sold out within the first weekend and TopTV's unprepared customer care and installation system almost collapsed under the number of people who've signed up and wanted to watch television but couldn't be helped fast enough.
In a ''broadcast message'' shown on screen, MultiChoice's new DStv BoxOffice service that was introduced to the South African press yesterday evening at a glamorous event, now tells subscribers that: ''We are aware that you are experiencing a problem using BoxOffice and we are currently attending to it. Please be patient and we will let you know once the problem is resolved. We apologize for any inconvenience.''
MultiChoice didn't immediately respond to enquiries about the nature, extent and cause of the DStv BoxOffice failure that subscribers started experiencing from early on Friday morning [see update at 22:50 below]. DStv BoxOffice makes a selection of 15 movies available for rent to DStv Premium subscribers by pushing the green button on the DStv remote control to access the new service through new software that was loaded Thursday night. MultiChoice offers a first movie for free.
Outraged subscribers who wanted to test and use the service that is letting subscribers rent a movie for R25 for a period of 48 hours, are fuming. On Facebook DStv is trying to appease angry subscribers who complain about only one movie being available, to the system not working. Some others complained about being kept on hold while trying to call MultiChoice's customer care centre, and while they were on hold, given voice prompts that their calls would only be attended to in 25 minutes' time.
''Response to BoxOffice has exceeded our expectations and resulted in a system delay. We are working to ensure your rentals will be available as soon as possible,'' said MultiChoice on the DStv Facebook page. ''Our engineers have been hard at work to get the systems back up and to ensure that additional resources are assigned to BoxOffice.''
Several subscribers voiced their deep disappointment with the new DStv BoxOffice service that wasn't working.
''Waiting over 20 minutes for someone to answer your BoxOffice helpline number, your staff not the friendliest and unable to help because your system is offline,'' fumed Janice Leibovitz. ''Seriously, before you launch a product like this, do your research - make sure it works, assess the demand and ensure you have everything in place before you go live.''
''Systems should be tested prior to going live, this includes load testing,'' said Sheldon Van Vliet. ''Very disappointed in DStv BoxOffice service.'' Madeleine Roberts - who says she's been calling MultiChoice since 18:00 while nobody answered the phone - says she ''was excited about DStv BoxOffice but not any longer.''
''This is poor service,'' said Vaughan Morrissey. ''I tried to embrace something new, got the pizza and wine but can't get a movie. Had to wait 20 minutes for my call to be answered and had to listen to a man telling me how wonderful BoxOffice is, only to be told there are technical issues on DStv. Surely new systems should be tested and then tested again.''
UPDATE Friday 22 July 22:50 - ''Due to high demand for BoxOffice, some of the customers experienced difficulties with registration and rental,'' says Jackie Rakitla, general manager of corporate affairs for MultiChoice. ''We are working to resolve these issues,'' he says.
MultiChoice was asked what exactly happened, why it happened and when it might be resolved for subscribers, but didn't elaborate.
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