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Cape Town - Four days after MultiChoice launched its new DStv BoxOffice service, the pay TV platform is working "non-stop" to address the major problems that befell DStv BoxOffice when it launched on July 22.
Subscribers immediately struggled to access the new feature and failed to get the new video-on-demand (VOD) service to work properly.
MultiChoice has so far not explained what exactly happened, how big the problem is and when it will be completely solved.
On Saturday MultiChoice told irate subscribers that they will be getting two movies for free to make up for the inconvenience that upset subscribers are experiencing. Meanwhile, subscribers are wondering whether MultiChoice is possibly in breach of the new Consumer Protection Act that compels a supplier to ensure delivery at the agreed date and time. Subscribers, after trying to access and watch a movie, would receive a SMS saying it will be watchable in five minutes, but that didn't happen.
Lagging call centre
Subscribers are also upset about what they say is unacceptably long waiting times when they call MultiChoice and are put on hold for too long, especially since the call is not toll-free.
DStv premium subscribers who are struggling to access the new service should call the DStv BoxOffice helpline at 011 289 2244.
MultiChoice says subscribers can also contact the pay TV platform on the DStv forum, Twitter or Facebook.
Update still to come
In a statement on Monday to Channel24, MultiChoice says it's working "non-stop" on resolving the problem. "Some of our customers experienced problems with the DStv BoxOffice service over the weekend. We appreciate that this has caused frustration and we apologise for any inconvenience caused. Our engineers are working non-stop on resolving the problem. We will provide an update as soon as we are in a position to do so."
Subscribers like Odet Hayes who tried DStv BoxOffice are not happy and many of them are continuing to make their feelings known. "If you're going to launch something do it properly and just try and charge us for something you could not deliver on!" she wrote. "You say there is a backlog, tell the truth. I think more likely it's a disaster? Certainly not feeling in the frame of mind to continue to support."
Subscribers immediately struggled to access the new feature and failed to get the new video-on-demand (VOD) service to work properly.
MultiChoice has so far not explained what exactly happened, how big the problem is and when it will be completely solved.
On Saturday MultiChoice told irate subscribers that they will be getting two movies for free to make up for the inconvenience that upset subscribers are experiencing. Meanwhile, subscribers are wondering whether MultiChoice is possibly in breach of the new Consumer Protection Act that compels a supplier to ensure delivery at the agreed date and time. Subscribers, after trying to access and watch a movie, would receive a SMS saying it will be watchable in five minutes, but that didn't happen.
Lagging call centre
Subscribers are also upset about what they say is unacceptably long waiting times when they call MultiChoice and are put on hold for too long, especially since the call is not toll-free.
DStv premium subscribers who are struggling to access the new service should call the DStv BoxOffice helpline at 011 289 2244.
MultiChoice says subscribers can also contact the pay TV platform on the DStv forum, Twitter or Facebook.
Update still to come
In a statement on Monday to Channel24, MultiChoice says it's working "non-stop" on resolving the problem. "Some of our customers experienced problems with the DStv BoxOffice service over the weekend. We appreciate that this has caused frustration and we apologise for any inconvenience caused. Our engineers are working non-stop on resolving the problem. We will provide an update as soon as we are in a position to do so."
Subscribers like Odet Hayes who tried DStv BoxOffice are not happy and many of them are continuing to make their feelings known. "If you're going to launch something do it properly and just try and charge us for something you could not deliver on!" she wrote. "You say there is a backlog, tell the truth. I think more likely it's a disaster? Certainly not feeling in the frame of mind to continue to support."
