Mul­tiChoice de­coder in­sur­ance a rip-off when it comes to re­place­ment

The Star Early Edition - - METRO - WIL­LIAM DOU­GLAS

ON JAN­UARY 6, my house was struck by light­ning. My trip switch was ac­ti­vated and all power in the house was dis­con­tin­ued.

I use the El­lies surge pro­tec­tor plugs for all my main ap­pli­ances such as the TV and de­coder.

After I switched the power back on, I found the Sam­sung TV, the DStv de­coder (HD PVR2 P) and the gate elec­tri­cal mo­tor weren’t work­ing.

I called Mul­tiChoice call cen­tre about my dam­aged de­coder. I en­quired whether my de­coder was cov­ered by in­sur­ance as I was pay­ing the in­sur­ance premium for it. The woman ad­vised me that it was cov­ered and I could ex­change it for a new de­coder at one of its agen­cies.

I ar­rived at the Mul­tiChoice agency in Benoni on Jan­uary 7. The con­sul­tant pro­ceeded to fetch a re­fur­bished de­coder from the back and told me he would have to check it as well as marry it to my card. I asked why I was get­ting a re­fur­bished de­coder in­stead of a new one.

He told me Mul­tiChoice sent only re­fur­bished de­coders as the de­coder I had was out of stock. He told me they had two left in the of­fice.

I waited till noon, only to be told that he had checked both re­fur­bished de­coders and nei­ther were work­ing.

This after I was at the agency for two hours and 30 min­utes.

I was told I would have to wait un­til new re­fur­bished stock was re­ceived. Then I would have to go back, queue again and hope that one of the newly re­ceived stock worked.

I called the in­sur­ance depart­ment and spoke to a staff mem­ber, ex­plain­ing that I found it un­ac­cept­able that a client paid for in­sur­ance only to be given a re­fur­bished de­coder.

She said Mul­tiChoice did not have the spe­cific de­coder man­u­fac­tured any­more which was why it sup­plied re­fur­bished (that do not work) de­coders. I told her that it was un­ac­cept­able for Mul­tiChoice to send re­fur­bished de­coders to its agen­cies with­out check­ing if they worked.

I was told to write to Mul­tiChoice to com­plain.

In the mean­time, I am pay­ing for a ser­vice I am not get­ting. I am also pay­ing in­sur­ance for a new re­place­ment de­coder and be­ing of­fered a re­fur­bished de­coder, which is fraud. Mul­tiChoice hadn’t re­sponded to my query by dead­line.

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