MultiChoice decoder insurance a rip-off when it comes to replacement
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. Georgie: MultiChoice hadn’t responded to my query by deadline.