The service at Dion Wired Nelspruit is so horrible, its unbelievable

On Monday, June 11, I purchased two computers, a Microsoft Office package and the Kaspersky antivirus, from Dion Wired in Nelspruit. When we were setting up the computers, we could not install the Microsoft Office and the Kaspersky. The Kaspersky activation code brought an invalid code error message. The Microsoft Office couldn't download. On Tuesday June 12, we took the computers and all the softwares back to Dion Wired.

We were initially told that they had no wi-fi at the shop and we were thus expected to have come with our own modem. At which I reminded them that they had said we must come to the shop for assistance, as there was no technicians available to assist us on-site. And that in that telephonic conversation, no-one told me that I was to come with a modem. At that, they used someone's cellphone as a hotspot, and the so called hotspot struggled with network connection as the shop is located on the ground floor at iLanga Mall, Nelspruit, Mpumalanga.

The technician who assisted us told us that the we ought to have installed the Kaspersky anti-virus first, before we install the Microsoft Office. As, Microsoft Office comes with an inbuilt anti-virus which clashes with Kaspersky. The fact that Microsoft Office was installed first was said to be the reason why the Kaspersky was not instal'able. At the insistence of the shop technician, we left the computers at the shop for them to reset them to factory settings, after which, they installed the Kaspersky. We were called to collect our laptops on Wednesday June 13 at 11h30.

But after installing the Kaspersky, the Microsoft office could not be installed. It hanged at about 30% of downloading. We tried numerous times. After losing three days of work due to complications brought about by these computers, I took the computers back to the shop and requested for a refund. Given the quality of service I was experiencing, I could not imagine how having the three year on-site service was going to be of any assistance since their technicians could not even figure out something so basic. And what with the empty promise of the three year on-site assistance! I took the computers back on June 13 at about 17h00.

On Tuesday the 19, the shop called to inform me that they had taken the computer to their technicians who alerted them that the computers are not faulty. And apparently because the technicians are saying that there is nothing wrong with the computers, Dion Wired cannot compensate me fully for the computers.

So, the shop is said to offer on-site services, but they refused to come to us. And our office has uninterrupted wi-fi. Instead, they preferred we make the numerous trips to their shop, which did not have have wi-fi. And their technicians gave us an incorrect diagnosis, which they carried out on the PCs, but it didn't work. And since I could not use the PCs without the Microsoft Office which couldn't be installed, I sent it back. And I incur the penalty.

Contrast this to what happened next, we purchased computers from Incredible Connection at 09h00 Thursday June 14 and within 3 hours everything was set-up. No stories about this/or that. We obtained our computers in good working condition. They even called Kaspersky to de-activate the license that was installed on the computers we sent back, to install them to the new computers.

Dion Wired, your service is appalling. Your technicians are ******** and they give confusing advice that does not work. I do not understand how a company that offers your services can be without wi-fi? How can you promise on-site assistance and then you turn around and say you have no on-site technicians? You're not at all serious about customer service.