It was fireworks from DSTV subscribers last Saturday as they gave vent to their anger, frustrations and disappointment about the appalling services some of them claimed to be getting from the Pay TV.
The situation arose at the Multichoice Customer Forum which held at the Swan Hall, National Stadium Surulere, Lagos.
Over fifty mostly enlightened subscribers who obviously are aware of their consumer rights graced the occasion which saw DSTV officials on the receiving end.
Trying to calm frayed nerves, the Marketing Manager of DSTV, Chioma Afe, repeatedly appealed for peace and patience from the customers, emphasising that the event was organised for customers and DSTV officials to interact and reconcile any existing challenges. “We are not here to defend ourselves or quarrel with you but to listen to your challenges regarding our product and see how best to address them.”
Issues subscribers mostly complained about were the long time it takes customers to get response from the customer service line, the charge on DSTV Toll line, lack of service/disconnection even when a subscriber has paid, non freezing of account even when it’s obvious that subscriber is out of town, especially regarding customers that are on yearly subscription, non-refunding of money even when there is disconnection or loss of service due to faults emanating from the service provider.
Other issues which subscribers bitterly complained about were non availability of live matches on Compact Plus despite paying N7,500 monthly, the long booting time, lack of rewards for loyal customers, none inclusion of Igbo programmes.
One of the angry subscribers, Samson Jonah, lamented that he paid for his subscription on the 6th and by the 11th of the same month, he received a message that his subscription had expired. Perplexed, he went to the DSTV Surulere branch office where the issue was rectified. But to his chagrin, after six days, he was disconnected again and he went back to the DSTV office.
“During this period, I could not access DSTV programmes and when I requested that my monthly subscription should be extended to accommodate the lost time which was due to their inadequacies, they refused, meaning that though I paid to watch a programme for 30 days I ended up getting only 20 days.”
Calling on the Consumer Protection Council of Nigeria (CPC) to look into such issues, Mr. Jonah averred that many subscribers were also having similar experiences.
Venting his anger on the PayTV, Barrister Chris Chilue said he was so irked with the treatment the PayTV was meting out to their customers that if he had an alternative he would pitch his tent there. “The attitude of Multichoice Nigeria to subscribers is disgusting, it is killing. Had it been there was an alternative platform, most of us would have gone.
“Before DSTV increased their prices, we were viewing live matches on Compact Plus and paying N7,200. Now after increasing their price, subscribers on Compact Plus were made to pay N9,420.00 from N7,200.00. I am a devoted fan of Man City Football Club but it is quite annoying that after that increment, the live matches were taken from Compact Plus to Premium Bouquet, thereby forcing those who want to still watch the live matches to upgrade to Premium Bouquet which is N14,000 per month.”
Fuming, Barrister Chilue said that “Your recent disloyalty to your customers, especially on this issue, is fraudulent, absurd, and wicked. I implore you, let Super Sports channel be added to Compact Plus so that others who cannot afford the monthly N14,000 can watch live matches at N7,500 per month.”
A subscriber with card no. 4135380436, who does not want his name in print, complained about the incessant disconnections of the signals even when payment had been made.
“The services of DSTV deteriorated since after the price increase.” Substantiating his claims, he noted that “Before, if payment was made before due date, the subscriber would not need to call for any reset as DSTV system will detect it but now the reverse is the case.”
He also regretted that while most multinational companies offer their customers Toll-free lines, DSTV keeps subscribers long on the lines and still charges subscribers for it.
Bemoaning the absence of competitors in the industry, another dissatisfied subscriber, Barrister Christopher Ohagi, said, “there is no alternative to DSTV contents, especially the EPL and other sporting events. This singular fact makes DSTV a defector monopoly in a Nigerian market that should be free, liberalised with price of goods and services controlled by the market of demand and supply.”
Because of this lack of competition, “subscribers are left at the mercy of Multichoice to either take what they offer at their price or leave it,” lamented Barrister Ohagi.
Speaking further, he said that “there is absolutely no cogent reason why a customer who had subscribed to DSTV and wishes to freeze such subscription when he will not be available to enjoy it not be given such opportunity.”
Yet another subscriber, a lady, regretted that though the PayTV has it on their contract that subscribers can ask for the freezing of their accounts when not available, this, however, does not work. Threatening to sue the PayTV if that statement is not removed from the contract, she noted that the many times she notified the company to freeze her account as she was going to be away for a long time, that the company never froze her account.
Responding to some of the complaints, Carolyn Oghuma, the Public Relations Manager of Multi Choice Nigeria, explained that even if a subscriber who has paid is not available to enjoy the services, his account will not be frozen. Said Carolyn: “Once the period subscribed to finishes, there is nothing we can do because it is not regulated.”
Lending credence to what the company’s PR manager said, the Marketing Manager DSTV, Chioma Afe, emphasised that “our content is bought and billed for monthly. The people we buy it from sell it on monthly periods.”
On the issue of refunds, Lateef Tijani, Deputy Operations Manager Multi Choice Nigeria, advised subscribers to see their branch managers or supervisors who will evaluate the situation to determine if there is need for a refund or not.
However, a majority of those present were incensed by the lame excuses of DSTV officials, especially regarding the freezing of accounts when one travels on long trips and the issue of disconnection even when your subscription is still running. They blamed it on the ineptitude of the government regulatory bodies concerned.
Reacting, the Public Relations Manager of CPCN, Lagos branch, Mr. Nicholas Otsalo, said he was very worried and disturbed about the various complaints from subscribers in the hall. “It’s obvious that a lot of the consumers present are not satisfied with DSTV services.”
Emphasising that DSTV was in a position to offer more to consumers than they were obviously doing, he wondered why subscribers should not receive service after they must have paid.
“There are so many rampant consumer complaints against the services of DSTV, they must give consumers value for their money,” he stated.
“We do not agree with DSTV on their excuses that a subscriber cannot just be billed for what they view,” he reminded those present of when a particular telephone network provider that dominated the industry then said per second billing was impossible until other competitors entered the market and proved them wrong.
“If a consumer pays for a service, he/she must enjoy it. A company as large as DSTV owes it to them,” insisted the CPCN official.
