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MultiChoice Zimbabwe has warned new customers not to make use of unauthorised installers when setting up their DStv viewing experience, as many of these operators provide unsatisfactory and sometimes unworkable solutions.
Liz Dziva, publicity and public relations manager of MultiChoice Zimbabwe said the use of authorised service providers was essential if a successful installation was to be guaranteed.
“Unauthorised installers are often fly-by-nights taking viewers’ money and then running, leaving behind a trail of disaster,” she said.
“When setting up, check with us and we will advise who is authorised, and we will identify installers with a track record as well as a commitment to a quality finish.”
The alternative is horrendous: “I know a guy who does installations,” “my neighbour did his, I’ll ask him” and – even worse – “I’ll do it myself” are some of the comments from new customers when asked what they plan to do in setting up their dishes. The result is often that these customers have to pay more money to get the job done right … the second time. “This is a huge challenge,” said Ms Dziva.
“Many customers are faced by budget constraints and they are tempted to resort to all kinds of ‘cheaper’ methods to get their satellite dishes and decoders installed. They hope this will save them money, but more often than not we get a call within a few weeks from these customers complaining that the broadcast quality of their programmes isn’t very good, or that error messages constantly appear on their screen. They feel frustrated and often end up having to pay much more money to fix the problem.”
Accredited MultiChoice installers are professionally trained by MultiChoice technicians to ensure that every installation meets the company’s exacting standards. MultiChoice also has a system in place in which every installation is logged, allowing technicians to quickly and easily check on the signal strength and quality of new installations.
“If the signal strength and quality do not meet our high standards, we immediately ascertain where the problem lies and send the installer back to resolve this. This not only ensures our customers enjoy excellent service delivery with limited down time, but it also gives the installer an opportunity to improve his own skills – an important aspect of empowering these entrepreneurs in our communities,” she said.
MultiChoice partners with dozens of small to medium-sized businesses across Zimbabwe in facilitating the installation of DStv dishes. These businesses contribute towards sustaining local communities, providing much-needed employment opportunities, skills development and incomes for families where, often, they previously had none. “When we roll out our service to a new area and begin installations, it is not uncommon for people in the community to come and thank us for the employment opportunities we are providing. In new areas we either canvas for entrepreneurs interested in beginning an installation business to partner with us or, as is most often the case, members of the local community recognise the MultiChoice brand, and approach us asking how they can become accredited installers. Both scenarios are equally encouraging, as they allow us to partner with proactive, passionate individuals who want to be part of the MultiChoice family,” according to Dziva.
Most installers have great vision and turn to MultiChoice for support in executing their plans as they expand their companies, employ more people and open additional offices. MultiChoice is looking to further empower its installers by educating them on issues beyond the technicalities of installations. Installers are now being equipped with enhanced knowledge around new products, like Box Office and DStv Now, as well as new technology, like the latest PVRs. They are learning more about the different error codes MultiChoice uses and how to instruct customers to clear these themselves, as well as all the different payment options available to customers in their immediate community. “Through these efforts, we aim to advance our installers’ skills, allowing for more meaningful personal development and enabling them to play a greater role in the business. Our installers have solid technical backgrounds and sound product knowledge. We want to see them interacting more with our customers and sharing this knowledge with them. This is very important to us, as we value our installers and want to invest in them in ways that make a tangible difference in their lives,” said Ms Dziva. Checking with the MultiChoice Zimbabwe national telecall centre or branch offices in Harare, Bulawayo and Mutare will gain enquirers access to lists of accredited installers and agents.
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