There was little "Clarity" on Friday as complaints flooded in after MultiChoice left its DStv subscribers angry and without help while the MultiChoice call centre and MultiChoice Walk-In Centres told frustrated customers they can't be assisted following the pay-TV operator ongoing switch to a new integrated system.
In the switch and integration, along with some failure problems experienced by MultiChoice's operating support system Clarity, helpless DStv subscribers in South Africa have been left without help and nobody able to assist them.
Friday's customer support meltdown when its system went down, coincided with MultiChoice call centre staffers striking, although MultiChoice told TVwithThinus that its call centre and Walk-In Centre issues are unrelated to the unexpected industrial action the Randburg-based pay-TV operator experienced from Friday and which is set to continue on Monday 26 August 2019.
MultiChoice call centre staffers told DStv subscribers that they can't help them because the system is offline. MultiChoice said DStv subscribers must make use of the DStv app but DStv subscribers told TVwithThinus that the DStv app is malfunctioning and also not working, leaving them unable to solve their problems ranging from account and billing issues and enquiries to technical problems and fault clearing.
According to the Information Communication Technology Union (ICTU) whose members are strking since Friday, the ICTU strike is coming "at the time when MultiChoice has deployed new integrated billing systems on 21 August and it is experiencing its own failures".
MultiChoice told TVwithThinus on Friday that "MutliChoice performed a major upgrade to its systems this week to provide a better billing and payments experience for our customers".
"The system upgrade has been successfully completed and our customers once again have full access to our self service and customer care platforms. The impact on our customer base during the upgrade period has been minimal."
After MultiChoice's response, DStv subscribers continued on Friday to tell TVwithThinus about a whole range of ongoing issues they're experiencing, including with the DStv app, and not getting any help from MultiChoice and DStv Care.
