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LB
Lin B

1 reviews | Active since Mar 2023

09 Sept 2024, 11:44

Follow up? What follow up? WIRUlink not cool.

We live in an area with no fibre. Or much of anything (I know - it's Midrand but our suburb appears to have been forgotten). We ordered from WirUlink because we heard great things (and our neighbour down the valley have it). They arrived to do the installation and then informed us they couldn't because we live in a wooden house. They promised that someone would contact us about other options. The only contact made was them cancelling our order. So we still sit without internet and a bitter taste in our mouths about the South African Internet Solution industry. Have they never heard that wooden houses can also have stuff mounted on them? Or.... and bear with me here.... it can be installed in the GROUND...... wow novel concept. What gets me most is the total lack of follow up. Why give a toot about this almost-customer when we have so many more.

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Replies (3)
WIRUlink Pty Ltd
WIRUlink Pty Ltd's reply09 Sept 2024, 11:49
Official
Dear Lin,

Thank you for reaching out to us with your concern. At WIRUlink, we hold ourselves to the highest standards of customer service and strive to provide you with the best possible experience.

Please rest assured this will be investigated and our Client Relations Consultant will be in touch accordingly. 

Yours Faithfully,
WIRUlink Management
LB
Lin B's update14 Sept 2024, 08:56
Reviewer Update
Thank you WIRUlink. Your follow up is what I was expecting from your reputation - not what we first experienced. After the phone call, the Technicians arrived here to evaluate. They found a pole to mount it on but unfortunately the signal was bad because of it being a heavily tree-lined area. But they didn't give up! They looked at the proximity to the main house and tested there too - found the perfect spot. They will mount it on the main house and run cables to the wooden house (we will dig the trench and lay the conduit). This will allow both the main house and our wooden house to have access to the internet which is fabulous.
Most importantly - they didn't give up and were willing to try other options. THAT is the reputation your company has and why I was so incredibly disappointed with the first response after the Technician left us originally. The whole "No follow-up" was really disappointing, but we are very happy with your subsequent response and the solution you have found for us. I look forward to the installation hopefully next week.

Regards
Lin Browne
WIRUlink Pty Ltd
WIRUlink Pty Ltd's reply14 Sept 2024, 10:33
Official
Hi Lin,

We're so glad to hear that we were able to find a solution that works for you. Your satisfaction is our top priority, and we apologize for any initial inconvenience.

We're looking forward to completing the installation next week and providing you with reliable internet access.

Please don't hesitate to reach out if you have any questions or concerns.

Best regards,
WIRUlink Management