Withdrawal of support for NTV

[muffin]

Have tried to reply to Kemal's post regarding NTV support but it appears to have been blocked, so I am starting a new thread!

Firstly, customers have paid for and have an agreement with Multimax to supply both broadband and NTV and this includes an obligation to remedy any breakdown in these services. It is called a CONTRACT.

Secondly, Multimax have been very high handed in the way they have just off loaded any NTV queries directly to the main supplier. They have not had the courtesy to officially notify any of their customers of this new arrangement.

Asking customers to contact NTV direct is totally unsatisfactory as the only method of contact appears to be e.mail (which is time consuming and can easily be ignored) It also raises the question, do NTV have a local team of service engineers to deal with all the queries? If not how are these to be resolved?

So, yes we do have grave concerns about this service and its continuation, because the present new arrangements are far from satisfactory. We are not all idiots and do understand the implications of the various changes.

[waddo]

And your point is - what?

[jock2]

Point is paid for a service that Multimax took the money for NTV and now they are off loading it saying its not there problem I am sure they made a few bob in taking the money

[waddo]

Still a little confused here, will admit I am a supporter of Multimax but will also be happy to play devils advocate. Just because I have good service from Multimax and am happy with their product will not color my judgement of NTV - fact!

I seem to remember some months back that MM stated that there was no longer a need to have MM just to be able to use NTV - not certain here and will have to do a search to find that bit out. I also remember that "originally" NTV was on offer with MM subscribers only for the sum of 34.00 Euros for 30 days. Plus you could have the benifits of not having to move your backside from your chair and remotely change channels, if you had NTV via the MAG250 add-on box for another 150.00 euros!

Being a canny Yorkshireman and skint as well, I looked on eBay for a MAG250 and found I could buy one for £74.49, but befor I did that I phoned MM to make sure I could use it - I was told I would have to have it "setup" by MM first, regardless of the instructions given on the NTV site about how to set it up yourself. I ended up by getting more exercise and walking back and forwards to the mouse to change channels - such a difficult job but saved 150.00 Euros - bonus.

Next time I went on line to update my NTV subscription - which I had originally set up direct with NTV anyway - I noticed that if I had paid the 150.00 Euros and got the box then 30 days would cost me 34 Euros - BUT - if I only watched it on the WEB (across the Internet via my PC) then for the same 30 days it cost me 14.49 Euros. Now work that out over a year and see if it is less than DodgyTurk I thought - guess what?

So now NTV is adding/changing more channels and there is a lot of stutter and some programs just vanish as well - I for one will let it settle down for a month and then make my mind up - it is only fair to give it all a good shot!

Google NTV.MX and just see how many people in the USA would like to receive it - an indication that it is a good system but just going through more growing pains.

[muffin]

My point is that we ( and all other NTV users) have PAID Multimax to provide a service which they are now refusing to support any longer.

[shamrock]

Ive been with Multimax for over 2 years, i have found them very helpful when i have had issues in the past...
However i have emailed them twice in the least few weeks re the poor quality of NTV, to be honest i haven't had a response, and i suppose i am remiss for not chasing up a response. But my subscription is up this week and i shall not be renewing.
I can honestly say that in the 14 months that i have had NTV i have not watched a programme with out the screen freezing and having some of picture problem.
The wireless broad band speed varies so much that on some occasions i feel like I'm using dial up…and yes i have spoken to various people at multimax about it…

I am seriously thinking about going back to a dongle….

[kbasat]

Why are people so negative I do not understand. Everything we do, no matter how positive the outcome will be, has to be criticized by somebody no matter what...

Here, we see that although NTV provides at least 3 universally accepted support options, 2 of them being ignored and the third one is deemed not ok just because of the customers perception of things that 'emails can easily be ignored'.

And another person jumps in and tries to explain the point, by how? "paid for a service that Multimax took the money for NTV and now they are off loading it" What does this mean exactly??? We are offloading it to who? yes, right, we are offloading it to the supplier so you can deal with them directly, so Multimax wants to stop being the intermediary, the middle man so customer can get a first hand response from the place they are getting the service from and how is this bad exactly?

as Multimax, we are not refusing to support NTV, we are just redirecting you to a place where you can get better support for your NTV problems, I personally do not understand the point here, apart from creating an argument for the sake of it when there is no proof that anything will be any worse off than before. I will try to get some other people to look at these posts so maybe they see something I couldnt...

Kemal

[kbasat]

@shamrock, it you have Multimax issue, contact us again, or call helpline 0548 888 6629 and we will gladly help. Unless we fix your internet problems, there is no point in contacting NTV yet.

Kemal

[kbasat]

Yep, so many people, like 2...

@bargainboozeandwines, I ask you one last time, nicely, to stop interfering with posts and steal them away. People here, Multimax and NTV customers, are discussing a topic, raising concerns and trying to find a solution You are neither a Multimax customer or an NTV subscriber, so please stop trying to seize every opportunity to steal topics.

If you like to advertise your pirate OSN system (yes it is as much pirate as anything else, as OSN does not have the license to sell it in Cyprus, and you cannot legally purchase it here), start your own thread.

Kemal

[kbasat]

Back to the main topic, first of all:
In order to not play the intermediary in NTV related issues, Multimax has decided to redirect all customers who has NTV problems directly to NTV. This move was part of an attempt to better differentiate services, and thus improve the response times for solutions to problems.

There is no such thing as 'withdrawal of support for NTV'. We believe customers contacting NTV support directly for their TV issues and Multimax directly for their Internet issues will receive a much better response.

The only difference of importance between previous situation and the new one seems to be the lack of telephone support for NTV. NTV assures its customers that it will do their best to improve on online chat availability and respond to email and ticket requests in a timely manner. All emails sent to NTV is automatically indexed and a response is sent to customer acknowledging the receipt, so nothing is lost.

NTV has recently made considerable re-investment into its systems, and will continue to do so in the future that aims to fix stability issues as well as increase the number of channels offered. Number of channels for the UK package will increase to approx 110 by end of this year.

Reading all the information and explanations above, if you are still not happy with how things are, you are welcome to visit Multimax offices and cancel your NTV subscription.

The procedure will be as follows:
1. You will fill out cancellation request, and the service will be considered terminated from that day onwards (actual termination may take a while)
2. The refund will be 100% of the unused portion of your NTV subscription calculated from the day you filled out the cancellation form.
3. The request will be processed, and within 2-4 weeks your refund will be deposited into your Isbank account (if you have one) or a check can be collected from kyrenia office.
4. This offer is valid until 20th November 2013

Hope this will put an end to all of the 'grave concerns'.

Kemal

[muffin]

Obviously Multimax did not test the NTV support line - which is non-existent as we speak - it is offline. Tried to contact them last night and eventually had an acknowledgement this morning some 24 hours later. Just what are we paying for. Certainly not a service!!!!

And I still maintain that Multimax have broken their contractural agreement by no longer providing support for NTV. They as a company took the customer's money for both products and therefore have an obligation to provide support.

Finally to offer a refund from the day it is requested is not good enough - what about some compensation for the hours of missed viewing when the service was unwatchable?

[teatime]

I agree with Muffin, I bought my NTV from Multimax, the transfer of support for this product is clearly unsatisfactory to anyone who has had problems with the service.

[kbasat]

Obviously Multimax did not test the NTV support line - which is non-existent as we speak - it is offline. Tried to contact them last night and eventually had an acknowledgement this morning some 24 hours later. Just what are we paying for. Certainly not a service!!!!

So 24 hour turnaround time for a 34 euro home service is too long?

And I still maintain that Multimax have broken their contractural agreement by no longer providing support for NTV. They as a company took the customer's money for both products and therefore have an obligation to provide support.

Multimax did not make a contractual agreement with you regarding NTV. NTV service does not come with any contracts. Multimax has never openly made any claims that it will provide support for NTV itself. I really do not understand what kind of support you are expecting from Multimax when we have no connection or knowledge of the NTV systems. If somebody picking up the phone when you have NTV problems, and report your issues is what you require, we will also consider that, but response times will be much longer when Multimax becomes the man-in-the-middle.

Finally to offer a refund from the day it is requested is not good enough

what is good enough? You are raising complaints not with the service itself but the way support is provided and offered. Although we are not obligated in any way, we offer you a full refund for the unused portion of your subscription if you are not happy with the change. Forget about Cyprus, you normally wouldn't get this kind of exit offer anywhere in the world, but we care and we dont want you to feel forced if you are not happy. But somehow its not enough, no matter what we offer, we are deeply sorry for not being the company to meet all your demands, no matter how unreasonable they are.

what about some compensation for the hours of missed viewing when the service was unwatchable?

On our last meeting with NTV, compensation is discussed and it was agreed that compensation will be provided for the issues of the past weeks. The amount and form of the compensation will be determined and applied by NTV themselves. You need to contact them for more details.

[muffin]

And how precisely to you propose we DISCUSS these issues with this faceless company? This sort of issue requires either face to face or telephone contact - neither of which are available.

Incidentally it was MULTIMAX who offered compensation to us originally, why has this suddenly changed?

[kbasat]

Nothing in this digital world would require a face to face or telephone inquiry. For a compensation related issue, even if you did have a telephone contact, most probably, he/she wouldnt be able to award you any compensation without any approval, have you tried sending mail regarding this and you would not succeed in getting a response?

Multimax have never awarded any compensation for NTV. It could be that Multimax have announced the compensation, but never award it on its own. These sort of misunderstanding regarding 2 services is exactly what we want to prevent.

Kemal