I have accumulated so many examples of totally inadequate service from firms, usually in the form of a useless response — or no response — to matters raised, that I feel it a duty to publicise just two opposite experiences. Take a firm such as DStv MultiChoice: its accounts section has simply refused to send annual accounts to those customers who choose to pay upfront. Instead, an innocent-looking e-mail arrives with the amount payable, and sometimes for the wrong period. Later, after payment, a demand comes with the snide suggestion that the bill be paid so "you can continue enjoying the feast of programmes that you love". Then the DStv Dish magazine stops arriving after June 2017. Despite many e-mails, gradually growing in intensity and frustration, there is still no delivery, despite promises to do so — after stating the June issue was the last. After proving that friends received the July and August issues, I found, in our external driveway, a copy that must have come by air! It...
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