A decision by MultiChoice no longer to allow DStv customers to suspend their DStv packages any time during the month is generating unhappiness among some of its clients.
TechCentral has received a number of complaints from unhappy customers, who say the company has acted unilaterally in revoking the ability to make the changes. Some have questioned whether it’s been done for competitive reasons.
One TechCentral reader said the service was useful for those that didn’t watch DStv during the week or who were going away on holiday. “I’m sure this is reaction to easier access to video-on-demand solutions like Netflix, Hulu, [Times Media Group’s] Vidi and now [Altech’s] Node. DStv are trying to protect their profits.”
MultiChoice explains that it recently reviewed its business processes. This was done to “align with our upgrade/downgrade/suspension policy”, it says in reply to a query from TechCentral.
“Our DStv service is a month-to-month contract – when customers pay their subscription, the contract for that month is fixed,” the broadcaster says.
“From 17 September, we’ll now allow customers to upgrade their DStv package any time during the month — we don’t want them to miss out on any special events or shows on channels which are not on their current package. When customers upgrade, they’ll need to immediately pay the difference in subscription fees to honour the contract,” it says.
“Customers will only be able to downgrade or suspend their services once a month — on the day their next subscription payment is due. We implemented a tool to schedule upgrades or downgrades – customers may contact us or use self-service at any time to request the change, which we will implement on their next payment date.” — © 2014 NewsCentral Media
