EN
Evashni N

1 reviews | Active since Jun 2018

27 Feb 2019, 21:37

Never make a mistake and join WIRULINK

I have a 24 month contract for uncapped wifi. I contacted wirulink before I move to my new place to have the wifi reinstalled. They checked coverage for the new address and then said they can arrange for reinstalling the wifi at a charge on 3600. I then said the price is so high and the distance between the 2 places is 7km. They then gave the option for us to remove the wifi and the will install it and the price is 2650. After agreeing to this they scheduled the technicians to come out to my new place last week Thursday. After 30 minutes the technician says we have no signal so they cannot continue and in 2 days we will receive feedback. At 4pm I contacted the sales person Wayne Smit. He said I must allow the investigation to continue and when I receive the email we can decide. I then asked him what happens to the contract, I cannot pay for the service if I cannot use it. I am currently paying R800 a month. Wayne advises it wont be a problem because the contract will be cancelled and they dont expect me to pay. From Thursday I recieved no feedback and had to send 2 emails. I received a responce this morning stating that after the investigation theres nothing they can do. I then contacted Wayne and ran out of airtime. He never returned my call even after me sending an email requesting him to call me. I used another phone and called him after I got no response. He then advises me that I need to still pay the contract term and nothing they can do. He was rude and when I questioned him about what he said he started shouting saying I cant use a recording. I then asked for his manager whom he said wasnt around. I called after a few minutes and spoke to Candice sibia. She said she will get someone to call me and took my details but I have since yet not received a call. I called after few hours and managed to speak to Lance. I have requested all the recordings and I am still waiting. Lance has also not called me back with any feedback. The service received and the amount of time spent is not worth ever being with a unrecognized company. I still have 15 months left of my contract and cannot pay 800 a month for the service I cannot use. To deal with a company that has no consideration for people makes me sick.l especially when it isnt a fault on my side. Please be aware before taking out anything with wirulink. They are unprofessional and the worst company to ever deal with

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Replies (6)
EN
Evashni N's update28 Feb 2019, 11:39
Reviewer Update
Still no response!!!! Account number is NAI024.
WIRUlink Pty Ltd
WIRUlink Pty Ltd's reply28 Feb 2019, 21:59
Official
Dear Mrs Naidoo

Thank you for taking the time to give us feedback to keep on improving the service delivered to all our valued customers.

You signed up for the service at an initial location where our technicians installed and could guarantee service availability.

After you moved, we did a desktop feasibility survey (see www.wiru.co.za/coverage) for the new address, to determine if it would be feasible for our technicians to come out to test for an acceptable signal.

We tested the signal at your new location and determined that we can not offer a reliable service our customers have becomed accustomed to.

You opted for a longer term agreement (not month to month) to avoid paying an upfront installation fee.

You can opt to move the installation to family/friends within our coverage area or cede the remainder of your agreement to someone else.

Do not hesitate to discuss the options and procedures with our team.

Yours faithfully

WIRUlink Management
EN
Evashni N's update01 Mar 2019, 06:35
Reviewer Update
I requested the recordings 3 days ago and havent received it. I spoke to Lance yesterday and he said he will contact me yesterday and he hasn't. If this is the service provided to customers do you think I will recommend wirulink to anyone else. I want the recordings. I was misled and **** to. Also I cannot pay for the service if I cannot use it. I also cannot install the wifi at another place and pay for it if it's off no benefit to me. Please can someone urgently contact me today
EN
Evashni N's update01 Mar 2019, 06:54
Reviewer Update
A previous customer also had the similar issue and his cancellation fee was dropped by 20% and a further R3000 if he brings the hardware back. Why isnt anyone calling me to assist with a reasonable cancellation offer???? The post I am referring to is also on Hello Peter. As per my conversation with my lawyer we need the recordings sent by 9am this morning
WIRUlink Pty Ltd
WIRUlink Pty Ltd's reply04 Mar 2019, 22:19
Official
Dear Mrs Naidoo,

Thank you for taking the time to talk to our Customer Service Manager. 

We will keep in touch while this gets resolved.

I'm sure we will be able to come to a resolution as we value our customers and our service.

Yours faithfully,
WIRUlink Management
EN
Evashni N's update13 Mar 2019, 10:29
Reviewer Update
Always great turning things to a positive. Thank you Shannon for all your assistance. You went out of your way to ensure my issue was resolved. I am truly grateful for your help.