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Letter to CEO of TopTV

26 April 2012, 15:03

I have not received any response

CEO: Eddie MbalO


I have no choice but to bring to your attention the shocking lack of service I have received from your technical department.

I took out a TopTV package for my mother, who is a pensioner, as the area she stays does not receive a clear reception of TV’s 1, 2, 3 and ETV. Being a pensioner she does not have a lot of money, so I am paying for her TopTV.

On the 3rd April 2012, I logged a complaint about the decoder. I was informed that the decoder was faulty and that a new one would be sent in 5 to 7 days before I received the new one. The new decoder arrived on the 13th April 2012. When I tried to setup the new one it was also faulty. I called the technical department the same day. I was told I would have to wait another 5 to 7 days.

I have sent numerous emails about this as I am paying for a service and not receiving it. It was only after I quoted the consumer protection act did I receive a call from TopTV. I was told that the new decoder would be delivered on Monday 23rd April 2012 between 8am and 2pm. I called your technical dept. after 2pm when nothing was delivered. I spoke to Anthony, he could find no record of the arrangement, but he would escalate to his manager and someone would call me within 24hrs. I am still waiting.

I am not happy about the service I have received in this regard. You make money from your subscribers and one would think that keeping them happy would be your number one priority have another account with you under my partners name, and as things stand TopTV is about to lose two accounts. I have been without service for 19days. This is totally unacceptable. I need this sorted out immediately

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