JM
Johan M
1 reviews | Active since Dec 2018
07 Dec 2018, 09:03
Absolutely terrible customer service
Service is unacceptable. I had recently moved to another premises and unfortunately they do not have any line of sight in the area I'm staying now. After numerous requests and e-mails to cancel my contract, they just keep sending me generic e-mails explaining to me that I need to keep on paying my monthly contract without any services received from them. I refuse to pay a cent for services not being rendered.
I've already paid them for the month of December 2018 and I'm still without any internet. Paying for services not received. Their Customer service is terrible, telling me that they will contact me within an hour. That doesn't happen. I just keep getting generic e-mails from different people. I was told yesterday by their customer relations representative that someone from their legal department will contact me, to no avail. I want my money back and the contract cancelled so that I can find someone else that can service me.
Helpful (0)
Replies (3)0
Replies (3)
WIRUlink Pty Ltd's replyOfficial
07 Dec 2018, 15:13Good day Johan
Thank you for bringing this to our attention as we are always looking at ways to improve our service.
When you signed up for the service at WIRUlink, you opted for a 24-month contract to not pay any upfront fees and amortise WIRUlink's capital outlay over the contract term. The agreement and service guarantee is linked to the original tested and approved installation address.
I know you had to move in a hurry as you explained and neither you or WIRUlink is to blame for that. Although we would love to keep offering you the service at the new address, unfortunately there is no WIRUlink signal at your new premises.
We have presented you with options of cancellation at a fee or to cede your standing agreement to someone else within WIRUlink's network coverage, to avoid paying for a service that would not work at your new address.
Yours faithfully
Shannon Van Blerk
Client Relations & Helpdesk Manager
WIRUlink
Thank you for bringing this to our attention as we are always looking at ways to improve our service.
When you signed up for the service at WIRUlink, you opted for a 24-month contract to not pay any upfront fees and amortise WIRUlink's capital outlay over the contract term. The agreement and service guarantee is linked to the original tested and approved installation address.
I know you had to move in a hurry as you explained and neither you or WIRUlink is to blame for that. Although we would love to keep offering you the service at the new address, unfortunately there is no WIRUlink signal at your new premises.
We have presented you with options of cancellation at a fee or to cede your standing agreement to someone else within WIRUlink's network coverage, to avoid paying for a service that would not work at your new address.
Yours faithfully
Shannon Van Blerk
Client Relations & Helpdesk Manager
WIRUlink
WIRUlink Pty Ltd's reply07 Dec 2018, 15:13
Official
Good day Johan
Thank you for bringing this to our attention as we are always looking at ways to improve our service.
When you signed up for the service at WIRUlink, you opted for a 24-month contract to not pay any upfront fees and amortise WIRUlink's capital outlay over the contract term. The agreement and service guarantee is linked to the original tested and approved installation address.
I know you had to move in a hurry as you explained and neither you or WIRUlink is to blame for that. Although we would love to keep offering you the service at the new address, unfortunately there is no WIRUlink signal at your new premises.
We have presented you with options of cancellation at a fee or to cede your standing agreement to someone else within WIRUlink's network coverage, to avoid paying for a service that would not work at your new address.
Yours faithfully
Shannon Van Blerk
Client Relations & Helpdesk Manager
WIRUlink
Thank you for bringing this to our attention as we are always looking at ways to improve our service.
When you signed up for the service at WIRUlink, you opted for a 24-month contract to not pay any upfront fees and amortise WIRUlink's capital outlay over the contract term. The agreement and service guarantee is linked to the original tested and approved installation address.
I know you had to move in a hurry as you explained and neither you or WIRUlink is to blame for that. Although we would love to keep offering you the service at the new address, unfortunately there is no WIRUlink signal at your new premises.
We have presented you with options of cancellation at a fee or to cede your standing agreement to someone else within WIRUlink's network coverage, to avoid paying for a service that would not work at your new address.
Yours faithfully
Shannon Van Blerk
Client Relations & Helpdesk Manager
WIRUlink
JM
Johan M's updateReviewer Update
12 Jun 2019, 12:24Its June 2019 now. Still no internet no feedback. Can't even stop the debit order because the reference numbers keep changing. Been paying 1200 Rands a month for nothing. They don't seem to give a **** for their customers. I've tried reversing the payments which worked for a week or two, then the debit order just goes through again after a week. How long am I supposed to wait for feedback? It's been 7 months now... I've paid R8400-00 so far. No internet. When can I expect to get my money back? Or will I have to do like other countries and just sue them? I'm fed-up with the customer service. Best isp in the country? Hahaha.
JM
Johan M's update12 Jun 2019, 12:24
Reviewer Update
Its June 2019 now. Still no internet no feedback. Can't even stop the debit order because the reference numbers keep changing. Been paying 1200 Rands a month for nothing. They don't seem to give a **** for their customers. I've tried reversing the payments which worked for a week or two, then the debit order just goes through again after a week. How long am I supposed to wait for feedback? It's been 7 months now... I've paid R8400-00 so far. No internet. When can I expect to get my money back? Or will I have to do like other countries and just sue them? I'm fed-up with the customer service. Best isp in the country? Hahaha.
WIRUlink Pty Ltd's replyOfficial
12 Jun 2019, 15:34Good day Johan,
You opted for the term contract to avoid upfront fees that WIRUlink covered.
We have resent you the email with the options
1. Re-install at an address that has coverage, 2. Cancellation at a fee 3. Cede your standing agreement to someone else within WIRUlink's network coverage, to avoid paying for a service that would not work at your new address.
Yours faithfully
Shannon Van Blerk
Client Relations & Helpdesk Manager
WIRUlink
You opted for the term contract to avoid upfront fees that WIRUlink covered.
We have resent you the email with the options
1. Re-install at an address that has coverage, 2. Cancellation at a fee 3. Cede your standing agreement to someone else within WIRUlink's network coverage, to avoid paying for a service that would not work at your new address.
Yours faithfully
Shannon Van Blerk
Client Relations & Helpdesk Manager
WIRUlink
WIRUlink Pty Ltd's reply12 Jun 2019, 15:34
Official
Good day Johan,
You opted for the term contract to avoid upfront fees that WIRUlink covered.
We have resent you the email with the options
1. Re-install at an address that has coverage, 2. Cancellation at a fee 3. Cede your standing agreement to someone else within WIRUlink's network coverage, to avoid paying for a service that would not work at your new address.
Yours faithfully
Shannon Van Blerk
Client Relations & Helpdesk Manager
WIRUlink
You opted for the term contract to avoid upfront fees that WIRUlink covered.
We have resent you the email with the options
1. Re-install at an address that has coverage, 2. Cancellation at a fee 3. Cede your standing agreement to someone else within WIRUlink's network coverage, to avoid paying for a service that would not work at your new address.
Yours faithfully
Shannon Van Blerk
Client Relations & Helpdesk Manager
WIRUlink