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JD
Johan D

1 reviews | Active since Jul 2011

12 Jan 2018, 07:27

Existing customer service sucks

Being a Wirulink customer already I figured it would be logical to stick with them for fibre. I have logged the call with them and jumped through all the hoops, even though out of all the options I had they were the only one charging me for CPE installation from Vuma. Following that the order was placed and we are waiting for Vuma, this is where Wirulink really starts to drop the ball, I need to make follow up queries to them about the service and when it will happen. After various mail requests and umpteen calls I get promised that they will get back to me. Low and behold, nothing yet, the joke of this is I will probably call again and be fed some other nonsense and they will think I believe them. I am in the same line of business and know when I am being fed nonsense, I call your nonsense and still you do nothing.

You claim to be the best service provider, now live up to it and prove it to me!

0
Replies (2)
WIRUlink Pty Ltd
WIRUlink Pty Ltd's reply17 Jan 2018, 23:04
Official

Dear Johan

Thank you for taking the time to bring your frustration to our attention. Please take note that the whole fibre line and indoor CPE/ONT installation is handled by Vumatel and not WIRUlink's engineers. After we receive your Home Fibre Service Application, the order get handed to Vumatel. As soon as they have installed the "pipe" (line), WIRUlink can provide the "water" (bandwidth/data).

To track the progress and status of your Vumatel fibre installation, go to https://sp.vumatel.co.za and log in using the credentials emailed to you by Vumatel.

According to what we can see on the Vumatel platform, Vumatel have scheduled the installation with you on 12 January.

We are passing this on to our Home Fibre team to make sure everything has been done as promised by Vumatel and escalate to Vumatel Management if needed.

The WIRUlink team is committed to offer exceptional service at all times and we appreciate all feedback to improve our procedures, communication, products and staff training.


Yours faithfully

Shannon van Blerk
Helpdesk & Customer Service Manager

JD
Johan D's update19 Jan 2018, 07:17
Reviewer Update
Good day Shannon, This is all the information that I already received after struggling for how long, even your response to this complaint is very delayed. I only get responses from the team a day later at best and at worst it takes a complaint to get attention. Like your comments about Vumatel, I would have expected these type of things being explained step by step when you start the application and be sent to me in writing to ensure I understand properly. As an example, I was advised when I get the modem/router from you guys I will get a ten step guide on how to setup, when I was there yesterday it was handed over and I was advised to just go through the prompts when I plug it in. Please tell me where you see the 10 steps there? Also I made very clear at the front desk that I am very unhappy about the service and no one reacted or tried to get at least a junior manager to come and talk to me. What I must say the only positive in the whole business is Candice and Carmen in accounts, they are the only ones that managed to get a reaction out of anyone there. If it wasn't for your good network I would have left long ago. Still say I am disapointed to say the least.