DSTV - 'Doomed from the Start' Television?
(or Multichoice - what is the difference?)
One man’s vain struggle against DSTV
Is broadcast television a dying medium?
I came back from overseas, to read about the consumer fury with Multichoice/DSTV, thought it was a bit exaggerated, but found it was my personal problem too, as my decoder, economically put on ‘hold’ during my absence, could not be started again.
In the meantime it seems the whole ‘system’ had been changed, so that all the old accounts had been abolished, most of the facilities changed, services suspended and any payments made had disappeared into a black hole.
Not being able to get through (2705222 I found is the most dreaded number in Namibia), decided to go down to the Multichoice office early the next day.
Before opening time, a queue of despondent subscribers was already forming outside the door, like a Greek unemployment office. When the office opened, the line moved with glacial slowness. The minutes dragged by. A considerate thought is the provision of white chairs for pensioners to sit on while in the queue, and it is rumoured that a Red Cross resuscitation unit will be on hand for anyone who keels over while waiting. One bright point was the newly reopened coffee bar in the reception area, which plans to run a trolley service up and down the queue offering coffee and cake to sustain the waiting customers.
Finally I got to the head of the queue, where a harassed assistant said that my payment had gone to my ‘box office’ account, though I I had no idea what ‘box office’ was. (Tip: if you make an online payment to Multichoice, print it out and get a commissioner of oaths to sign it). Anyway, he said my decoder was now on.
Went home, no TV. I returned next day to the office (luckily I am semi-retired) and this time asked to see a manager. They showed me upstairs (why does a place which basically is just to take your money, need such a large building?) and to the public relations manager, an extremely nice lady who promised to have my service connected straight away, which she did. I suggested that DSTV should enact one of their programmes Undercover Boss where the general manager of Multichoice in Namibia could disguise himself, - this might be difficult - and stand in the queue downstairs to record his impressions.
She also promised me an email setting out the precise changed brought about by the new system, which was not forthcoming. As for the service – that cut off again after three days.
As far as I can tell, although I only heard it from the guy behind me in the queue, that it is no longer possible to put an account on hold, no longer possible to change your ‘bouquet’, and (since the speed point machines were out of order the last time I was in the concourse) not possible to pay by card.
Economic theorists and philosophers (such as one finds in the queue at Multichoice) opine that the problem lies in the nature of monopoly – Multichoice has no serious competition in Namibia or in many other parts of Africa and there may be some truth in this. DSTV (Multichoice) now makes the Department of Home Affairs look like an example of swift and friendly customer service.
I solved the problem by borrowing the decoder of a friend who was going away, but the whole situation provided some food for thought. Is broadcast television a dying medium? Just like DVD rental shops seem to be vanishing? More and more people are acquiring an internet connection at home – it is no longer the province of the elite. Consider – for N$ 499 per month you can get a good home internet connection with wifi, from Telecom or MTC. You can get inexpensive Android tablets for less than N$ 1000. Members of the family can download and watch movies for free (without paying outrageous ‘box office’ fees on top of a N$ 700 subscription, plus charges for multiple accounts). If you want to watch TV, most modern sets have a USB input, and will play your downloaded movie, watch videos, pictures or slide shows or whatever you want, without again having to fork out to Multichoice.
Maybe DSTV hope to survive until the 573rd series of Big Brother Africa. Meanwhile 2705222 continues to give a faint engaged signal, 24/7.
Anyway, if this weekend you have no DSTV, not to worry. Switch off, go out, and reflect on who you personal hero is, on Heroes’ day. Have a good holiday.
STOP PRESS. It's Sunday 7th September and I have just got through on the phone to Multichoice and had my service connected by another very nice lady. All's well that ends well.
STOP PRESS. It's Sunday 7th September and I have just got through on the phone to Multichoice and had my service connected by another very nice lady. All's well that ends well.
