How to get Customer Support from GoTV Kenya

Customer Support

Customer Support

 

Ever since I wrote about my bad experience with the GoTV service or lack thereof, I noted an interesting thing during that whole ordeal and even after. GoTV does not have a Customer Support team or even a known  customer care number that one can call in case they don’t know what is twitter of Facebook or  how they work.

Voice Prompts
For a brand that has poured millions into marketing, advertising and activations around the country,  it is absurd to think that they have no intention of supporting those customers once acquired. It’s as though the sales team performance is only measured by how many decoders are sold and not, how many of those sold decoders experience regularly subscription.

As TechSawa writes in his similar frustrating ordeal, GoTv which is a brand of Multichoice Kenya was once reachable using the following numbers that also served DSTV customers. These numbers  0711066000 0711 066 555 or 020 423 6555 used to work until, they all led to a voice prompt service at some point.

It is important to note that, having a self service voice prompt response service does not equate having a Customer Support (CS) team that actually picks calls, guides one through a troubleshooting session and resolves the problem or advises the customer on what is required of them.

Ever since we posted that article, it has received the highest number of visits and the words GoTV Customer Service, or GOTV Kenya have had the most searches and continues to on a daily basis.
It has become worse, we are now receiving messages from our ‘contact us’ page with GoTV customers asking us to sort them out.

However, I will share with you some analytics and feedback from our blog that we found rather disturbing. I shared these stats with the GoTV team and am not  sure if anything is being done about it.

Gotv search on Afromum
Gotv search on Afromum

For a company that is providing a service that customers need to constantly pay for, it is not only inconsiderate, its almost criminal for a brand continue marketing and misleading customers on superior service only for them to fail on support which then negates the promise given.

GoTV has a great product offering. In comparison to other services with the same offering, it has better variety on the channels offered. But that about sums up the benefits.

GoTV Aerials Almost 80% of the issues faced by GoTV customers relate to non compatible aerials which GotV doesn’t inform their customers about. As you will note, GOtv no longer advertises or pushes customers to buy their aerials which work perfectly with the decoder, however, of you use a different type of aerial especially the cheap ones, they do not work well with GoTv decoders thus affecting the quality of signals. Whereas the decoder was going for as low as 99/- at some point at the hype of the digital migration, the aerial goes for anywhere from 3,000. So why would the Multichoice sales team for GOTv products not advice customers on the need to purchase the specific aerials or/and also make the aerials affordable or alternatively modify their boxes so that they are not so darn choosy on which Aerial they are compatible with. I am yet to convince my landlord that I need to put up my own special aerial on his roof yet he has provided a common one for all tenants and according to them, theirs work perfectly. Most GoTV customers do not know that they need that specific, yet rather expensive aerial thus most are always having one or several problems relating to bad signal from their existing aerial. The remaining 20% is estimated to be billing related support queries. These estimates are derived from the type and number of tweets to the official GoTV twitter handle and Face book Page.

So, how do GoTv customers get support?

1. Twitter & Facebook
This seems to be the only way that a lot of queries and support issues are sorted.Whereas this is good for all those who know how to use twitter and live in places where there is good internet connections, It is not known what the team’s operational times are. Since they don’t operate 24hrs, its important that they make it very clear what their operating times are and that whoever in the team takes up an issue, provides their name and a ticket for follow up.
Due to the digital migration that Kenya underwent a few months ago,  GoTV is now national meaning that they now have customers from all parts of  country. Only a fraction of those are on twitter or have/can afford internet.  So what happens to the thousands of their customers not on twitter or Facebook. Are they less important?

2. Voice prompts
GoTv have a shortcode *423# and as noted, all other lines that were previously available for CS now lead to voice prompts which customers are required to use mostly for re-activations in case they pay after disconnections. Sometimes this also fails to work and one has to tweet them.

3. Multichoice staff Personal Numbers
Knowing someone who works for Multichoice comes in very handy esp when you tweet them like 5 times with no response. I was lucky to have the contacts of the corporates Manager and that’s the only way my major issue that prompted that earlier post was sorted.


4. Call the DSTV customer service numbers
GoTv  is a product of Multi-choice which owns both GoTV and DSTV. Although there is no dedicated customer service team to serve GoTV customers, those who call the DSTV support numbers can still get assistance. This is however something that multi-choice doesn’t like making public.

You can call the following numbers for both GoTV and DSTV support.

DSTV Care
0711 066000
+254 20 4236000
+254 20 4236444

However,  when you call, do not select that you are on GOTV when you encounter the voice prompt. Select the option of speaking to a DSTV assistant through the voice prompts till you get through to the support team.

5.Walk over to their Westlands head office
If all the above fails and you are in Nairobi or can make that trip, visiting their head office in Westlands on Karuna road near Sarit Center always works. Tedious but you will get sorted. Better go with your decoder lest you are sent back home to get it.

The annoying GoEazy alerts
Recently, GoTV introduced a feature called GoEazy which is meant to prompt customers days to their due disconnection date with a blue screen prompt that counts down, appears every 5 minutes with details on amount due as well as the customer details. I am not very sure what this was meant to achieve other than irritate hell out of  customers regardless of whether they have paid or not.

It has been over 3 weeks since customers like me complained on the prompts that appear every 5 minutes and nothing so far has been done.

Whoever advised them not to stick to sms which was working just fine needs be locked in a room and made to watch the TV for a whole month with those prompts appearing every 3mins.

I have since decided to download as many movies, series and cartoons as possible and have more reliable alternate entertainment for myself and the girls who don’t understand why that blue screen keep interrupting their Jimjam moments.

Disclaimer: Afromum is IN No Way affiliated to Multichoice Company, or the GoTV service. Kindly don’t send us customer service queries meant for GoTV. This post is meant to help you know where to get assisted better

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14 comments

  1. Granville mwangi

    Gotv is a gang of thieves, given the right incentives they will be wielding gun in the streets.

  2. Martin Njuguna

    Are there legal steps we can take? I’m not going to allow them to take my hard-earned cash and treat me like dirt. I renewed my subscription on 25th June and everything was fine until 5th July, when they suddenly switched off the paid channels. I tried resetting myself using the avenues provided for such, but nothing doing, I went to twitter and received a response after more than 12 hrs. They apparently reset my decoder, but still not able to receive the paid channels. Subsequent requests on twitter, after very long delays, have not resolved the matter. I’m now fed up and want to escalate the matter, but have no contacts at Gotv.

  3. Susan

    Hi Go TV I paid for my subscription at 11am and upto now I have notbeen reconnected. I have tried calling the availbale numbers but only getting voice prompts which are nothelp ful to me. Urgently help a frustrated client. icu number 2003612621

  4. jones muange

    We need customer care number which can link us directly to an agent whenever we want to sort things.
    is it possible to watch free to air channels after 2 months bonus?what’s the procedure?

  5. kiragu

    Are there customer care services?it’s a straggle to be assisted except the usual reminder about payments.when i visited one of the offices in nairobi, buruburu office ths pple are not informed of what is expected.i need the value of money i pay monthly!personally with ths kind of services am fed up,i dont need your services any more.””peace is as good as alternative.””

  6. kaingu samuel

    I ALSO SHARE THE SAME PROBLEM WITH YOU. IMAGINE GOTV RECENTLY BROUGHT A NEW PRODUCT (GOTVLITE) FOR FREE TO AIR CHANNELS WHERE YOU PAY 1800. BUT THE PROBLEM IS THEY HAVE NOT TOLD ANYONE THAT TO PAY FOR THIS SERVICE THERE IS A DIFFERENT PAY BILL NUMBER. I PAID USING THE NORMAL PAY BILL ONLY TO REALISE THAT MY 1800 HAS BEEN TAKEN AS A 3 MONTH NORMAL SUBSCRIPTION. SINCE 24/07/15 I HAVE BEEN TRYING TO GET CUSTOMER CARE IN VAIN TO CORRECT THIS ISSUE. IF THERE IS SOMEBODY OUT THERE WHO CAN ASSIST ON THIS PLEASE LET ME KNOW. MY IUC NUMBER 2016822477 PAYMENT MADE VIA M-PESA (1800) M-PESA CONFIRMATION NUMBER (JG08RRF9CS) MY PHONE NO. 0725010180.

  7. James

    Yah. The customer service numbers no work. Very rude. Now they increased free to air charge to Ksh, 1800 from 1200. They initially said the charge is one-off payment now they changed it to annual subscription. What is happening?

  8. Dickson Karuri

    I paid my Gotv 26th August and the error code does not clear.It actually displays that I haven’t paid, yet Multichoice confirmed receiving the payment via Mpesa. iuc no. 2003653681. Karuri. Their customer support numbers are of no help at all.

  9. william

    Please help me clear E16 error,i paid via m-pesa and i’ve not yet been reconnected to air.IUC no. 2017456910

  10. Nyakundi Mark

    Hi my iuc no. 2017333351i have paid yet i cant see anythng nor menu plz help me i will appreciate if the mess is rectified

  11. belinda

    kindly improve on your customer care, there is a lot of delays when it comes to how you approach customers issues, your lines are always beasy. whatsup?

  12. richard-a bitter customer with gotv

    Why do you guys charge for calling on your customer service line at the same time taking a million years before you take the call. Even other companies like Safaricom don take that long and their line is free. You are oppressing the mwananchi and such kind of money will not help you Mr gotv

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