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.
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.
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.
@owenisky We recommend a constant signal strength of 90% and above. For best signal, we recommend a GOtv external aerial.^MM
— GOtvKenya (@GOtvKenya) April 20, 2015
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.
@gotvkenya ok thanx.but one thing annoying is this go eazy box message every time popping on screen n i hav paid.2014373057.
— ALEQY_KENYA (@ALEQY_KENYA) April 18, 2015
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.
+254 20 4236000
+254 20 4236444
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