Tag Archives: Multichoice

Pick ‘n Pay Sweet and Multichoice Sour Service Awards!

The Sweet Service Award goes to Pick ‘n Pay and its regional manager Russell Thomas, for finding no-name Greek yoghurt, which went out of stock without consumer notice due to a packaging change for the second time in two months.  A plea to Pick ‘n Pay via Twitter, and sms messages to our regular branches in Garden’s Centre and Camps Bay, proved unsuccessful.  A sms to Russell resulted in the same day sourcing of the yoghurt, which he was even prepared to deliver to the guest house at 19h00 in the evening!

The Sour Service Award goes to Multichoice, for its poor quality call centre staff. This is not the first Sour Service Award for this subscription TV service company! Despite one calling a Cape Town telephone number, one lands up in the call centre in Johannesburg. Most of the staff speak an English which is difficult to understand, they are rude in interrupting the caller (staff member Simpatia), listen badly when one is providing Smart card numbers, and the system seems to be very slow in calling up one’s details, after one has had to provide various personal details to verify one’s identity.  Out of three calls made to cancel two Smartcards, the phone was put down in two of the calls when asked for an alternative staff member to take the call, due to the communication problems experienced! While one receives a reference number (one number for two cards), there is no sms or e-mailed confirmation that the card numbers have indeed been cancelled, as one does from Telkom!   When calling the Multichoice Head Office, the switchboard operator Catherine was rude in screening the call of complaint made to the manager of the call centre.   The manager called back a few days later, and acknowledged on listening to the recordings that his staff had erred in their communication.

The WhaleTales Sweet & Sour Service Awards are presented every Friday on the WhaleTales blog.  Nominations for the Sweet and Sour Service Awards can be sent to Chris von Ulmenstein at info@whalecottage.com.   Past winners of the Sweet and Sour Service Awards can be read on the Friday posts of this blog, and in the WhaleTales newsletters on the www.whalecottage.com website.

Incredible Connection Sweet Service and Multichoice Sour Service Awards!

The Sweet Service Award goes to Incredible Connection in the Cape Town city centre, and its salesperson Fabien, who was very helpful in selling a new Acer mini-laptop, and cleaning it proactively to remove all finger marks on it, as I had told him that the laptop was a present for our colleague Carole Cessano, Manager of our Whale Cottage Hermanus.  He made a plan to get a blue coloured laptop, to match our Whale Cottage corporate colour. The present was a huge joy to Carole, her first laptop, allowing her to easily transport her new computer between her home and our guest house.

The Sour Service Award goes to Multichoice, for its abominable call centre service. A recent requirement to upgrade one’s smart card created a problem for our Hermanus guest house, as physical collection of the card from their Cape Town service centre would have left the guest house without the Multichoice channels until a next visit.  I was advised to get my staff to collect the smart card from Neil du Toit General Dealer, the Hermanus agents for Multichoice.  One would have thought that some communication would have taken place between Multichoice and the retailer, to send the signal once the Premier Smart Card had been collected, but this clearly was asking too much.  We called Multichoice, explaining the background, and asking them to send the appropriate signal for the new card, speaking to Nellie and then her supervisor Harriet.  We Tweeted about the poor service received, and the @DSTV Tweeter asked for an explanation of the problem – in 140 characters this was impossible, so we provided our telephone number for them to call.  It took at least an hour for Katleto Motingwa to call back.  He must have looked up the call report from the night before first, as he was exceedingly defensive and rude from the start, and seemed to know all about my query before giving me a chance to explain what I needed. He told me that he was in the Complaints department, but he had no understanding of what I was requesting.  I asked him to get his manager to call, which he did, and unfortunately I did not take his name.  This gentleman was fantastic, understood my simple request immediately, had the new signal sent, and followed up telephonically thereafter to check if all was in order, although he called a few hours later instead of the promised ten minutes.  The Multichoice staff are arrogant and rude. One wonders why Multichoice employs technically unqualified persons in its call centre!

The WhaleTales Sweet & Sour Service Awards are presented every Friday on the WhaleTales blog.  Nominations for the Sweet and Sour Service Awards can be sent to Chris von Ulmenstein at info@whalecottage.com.   Past winners of the Sweet and Sour Service Awards can be read on the Friday posts of this blog, and in the WhaleTales newsletters on the www.whalecottage.com website.

Babylonstoren the centre of ‘Simonsberg Wine Route’ in its new wine tasting centre!

Even though it shouldn’t have been a surprise, it was a most impressive visit to the new wine tasting center at Babylonstoren, not only offering a tasting of its own four wines, but also offering for sale two wines from each of the wine estates surrounding the Simonsberg, as well as gorgeous produce in its cheesery, bakery, and charcuterie, which opened two months ago.

One enters the tasting centre, housed in the original smithery and stable on the farm, which has been beautifully restored by owner Karen Roos and her GM Terry de Waal, to keep the building as authentic as possible. Flooring which looks weathered and as if it has been there for ever, comes from the old Dietman piano factory in Wellington.  The walls are part raw brick and part plastered and painted.  As Ms Roos has shown on the estate, she is a ‘less is more’ decorator, giving the tasting room a spacious feel, with only a central table displaying the Babylonstoren wines and one other Simonsberg wine, as well as a cheese of the day to taste. A small wooden table with a bench on one side is the only seating in the room, beautifully ‘decorated’ with a box of just picked and washed vegetables, including carrots and purple potatoes. From the central room the cheesery and charcuterie are on the right, behind modern glass doors, and the bakery is to the left.

Koos Bekker, husband of Ms Roos, has a passion for the terroir of the Simonsberg, and came up with the idea of a ‘home’ on his wine estate for the wines produced at the wine estates on the ‘inner circle’ surrounding the mountain.  When Babel restaurant opened on the wine estate over a year ago, it served wines from the neighbouring wine farms when it had not yet made its own wine, a commendable service. A ‘map’ showing the ‘Simonsberg Wine Route’ is painted onto a tile collage on the wall, showing where each of the 27 wine estates, being Vuurberg, Zorgvliet, Thelema, Tokara, Neil Ellis, Rustenburg, Glenelly, Morgenhof, Remhoogte, Quion Rock, Knorhoek, Muratie, Delheim, Uitkyk, Kanonkop, Natte Valleij, Marianne, Mt Vernon, Anura, Glen Carlou, Neil Joubert, Backsberg, Noble Hill, Rupert & Rothschild, Vrede & Lust, Plaisir de Merle, and Babylonstoren, is located.  A shelving unit stores the wines of the other Simonsberg estates, and as they are lying, it is difficult to see the estate names. Each is price marked, and sold at the cellar door price of each wine estate. Because the ‘Simonsberg Wine Route’ is not a formal one, there are no maps, no price list, nor information about any of the wines, including the Babylonstoren ones, a surprise, given the marketing and advertising background of Mr Bekker (Y&R, M-Net/Multichoice/MWeb, Naspers).  None of the four Babylonstoren wines have their 2011 vintage indicated on their bottles, and the staff could not explain this unusual strategy. They called winemaker Charl Coetzee to come over for a chat, and he seemed to think it odd that I was asking questions about this, only mentioning that they were matured in tanks (with the exception of 20% of the Viognier, which was matured in barrel). He was generally cagey about providing information about the Shiraz, Viognier, Mourvèdre Rosé, and Chenin Blanc.  He explained that there is no price list, as the two wines sold per Simonsberg wine estate will change over time, depending on their customers’ interest in them.  He referred to the launch of their flagship Chardonnay and Shiraz in September, and these will have the vintages on them, having been matured in barrels.  He was previously at Clos Malverne and Kaapzicht, and has been at Babylonstoren for about eighteen months. He said that he personally loves Pinotage, but this grape variety is not grown on the estate.  Grapes were on the farm when it was bought by the Bekkers, and the vines are 14 years old. This is the first winemaking on the farm. The wine side is so new to the wine estate that it is not even on their website yet, he said.  In the upstairs section there is a private winetasting and wine storage area, with minimal decor.

Having got stuck on the wine information, Karen ‘Bread’ Pretorius came to my rescue before the winemaker could be found, and she was extremely friendly and informative. She is in charge of the tasting centre, and also doubles up as the baker, having previously worked in the Babel kitchen. The breads baked vary every day, cost R25 each, and include baguettes; a 50% Rye, with Rooibos and raisins; and a tomato relish on a white loaf.  All are baked with Eureka stoneground flour in their wood-fired oven, which looks like it has been there for ever.  Karen is not formally trained in breadmaking, she said honestly, learning through ‘trial and error’, and ‘stealing with my eyes’, describing herself as a passionate breadmaker.  She was the Head Chef at Umami in Stellenbosch previously, and praised Maranda Engelbrecht for what she has learnt at Babel.  The Charcuterie is a large room, and its painting of a duck, bull’s head, and a pig onto the white brick wall, which is visible from the tasting room, reminds one of the bull painted on the Babel restaurant wall. The meats are supplied by Jason Lucas’ Jamon from Prince Albert, who also was the thatcher of the building roof.  They sell pre-packed portions of Black Forest, Parma ham, Pancetta, and Coppa hams, salami, Kalbsleberwurst, and biltong.  The cheeses come from nearby Dalewood predominantly, but also from Kleinrivier and Nuwehoogte.  The cheeses are displayed in fridges, and also in the airconditioned cheese room, which opens into the charcuterie.  Karen told me that they have a close relationship with their suppliers, all having passion for their products in common with Babylonstoren, being chemical-free, MSG-free, and healthier.

Babylonstoren is bound to come up with further surprises in future.  A Loyalty Card is in the pipeline.  A visit to see their extensive vegetable and fruit garden, to eat at Babel restaurant or at the Babel Tea House, to try their wines in the winetasting centre, and shopping at their bakery, charcuterie, and cheesery is highly recommended.  As the tasting centre is only two months old, there were some information deficiencies amongst the staff, which Karen will fix through training.  A coffee machine may be in the pipeline for the tasting centre too, as Babel does not serve coffees only, and the Babel Tea House is a long walk away.

Babylonstoren Tasting Centre, Bakery, Charcuterie, and Cheesery, R45, Franschhoek. Tel (021) 863-3852. www.babylonstoren.com Twitter: @Babylonstoren.  Cellar Tour 12h00 Wednesday – Sunday, must be booked ahead as they only take 12 – 15 persons, R100. 10h00 – 16h00 for tasting centre. R10 per person entry fee to the wine estate.

Chris von Ulmenstein, Whale Cottage Portfolio: www.whalecottage.com Twitter: @WhaleCottage

Sinatra’s at Pepper Club Hotel Sweet and DSTV Sour Service Awards

The Sweet Service Award goes to the Pepper Club Hotel and its restaurant Sinatra’s, for their invitation to try out the R50 Business Lunch in 50 Minutes, which includes free parking too.  An order of a Smoked Chicken salad, with Danish feta, corn kernels, peppadews, avocado, and lettuce was brought to the table 10 minutes after arrival, and the generous portion eaten within 25 minutes from arrival.  Other lunch choices are Grilled Beef Burger, Chicken curry, mushroom penne pasta, and cajun spiced chicken pita, all costing R50. Service by Sally, the manager, and the waitress Noku, was friendly and efficient.  The restaurant is a peaceful haven relative to the buzz of the city.

The Sour Service Award goes to DSTV, for changing its Dish TV magazine to a smaller format, and removing the movie schedules.  Multichoice has motivated the change on the long printing lead times, which make programme schedule information unreliable due to short-term schedule changes.  The company also believes that its viewers will be able to access up to date programme information on their PVR, but it appears that not all viewers are technically proficient to find this information, and want a printed guide.  Complaints are directed against the company for its ‘arrogance’ in making the change without announcement nor conducting market research, once a hallmark of the company when it was launched by Koos Bekker, when we were part of his initial team, and everything was researched.  Subscribers received an after-the-fact sms survey on the Thursday before the long weekend, at 21h00, hardly a consumer-friendly time for a business survey!

The WhaleTales Sweet & Sour Service Awards are presented every Friday on the WhaleTales blog.  Nominations for the Sweet and Sour Service Awards can be sent to Chris von Ulmenstein at info@whalecottage.com.   Past winners of the Sweet and Sour Service Awards can be read on the Friday posts of this blog, and in the WhaleTales newsletters on the www.whalecottage.com website.

POSTSCRIPT 23/5: DStv has announced that, after its subscriber poll, it will send subscribers who voted for a TV schedule in their DISH magazine a custom magazine with the schedule.  One can still request a custom magazine with the TV schedule from them.