WB
Will B
1 reviews | Active since Jul 2021
21 Jul 2021, 09:52
Poor service delivery and misinformation on their product and services
Equipment fails after 8 days of installation. Provide miss information regarding the rental of the equipment. When the connectivity speed drops they are unable to assist, yet still bills you for service not received as promoted. They stop their debit orders without notification. They add un-disclaimed costs to their service.
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Replies (2)
WIRUlink Pty Ltd's replyOfficial
21 Jul 2021, 10:39Dear Will,
Thank you for reaching out to us with your concern.
We had investigated into the matter and would like to highlight the following for each of your concerns:
1. There was a manufacturer's issue on the hardware and it was replaced at no cost to you. This very rarely happens and we have addressed this with the supplier.
2. We are always looking at ways to make the best possible internet access affordable for everyone. Because of the new hardware, a new customer installation costs us over R7 500.00 per installation. Instead of simply passing this total once-off cost on to customers, we give customers three rental options (Month to Month, 12 Months or 24 Months) of how they want to pay for this at heavily subsidized rates. The rental remains in place even after the term ends and reverts to month to month as the equipment is incredibly expensive and it's not viable for a client to purchase the equipment once off. The rental also covers upgraded equipment that needs to be installed in the future, i.e once there is an updated tower option available to you. Thus instead of having you purchase expensive equipment now, and then again in the future, we only provide the rental option. This has been advised to you by your dedicated account executive.
3. We had only received one request from yourself regarding a slow speed concern, however it was resolved and no further faults were logged with us. We are always here and willing to assist and have our vast Helpdesk team available 365 days of the year (including weekends and public holidays) up until 23:00 PM each evening.
4. Your account has been overdue with us and our accounts team has been in constant contact with you regarding this. They had explained each cost and provided the ledger accordingly.
We truly care about our customer service and only have our clients' best interests at heart. Our Customer Relations Consultant will be in contact with you soonest to have the above addressed and rectified.
Thank you for your understanding herewith.
Yours Faithfully,
WIRUlink Management
Thank you for reaching out to us with your concern.
We had investigated into the matter and would like to highlight the following for each of your concerns:
1. There was a manufacturer's issue on the hardware and it was replaced at no cost to you. This very rarely happens and we have addressed this with the supplier.
2. We are always looking at ways to make the best possible internet access affordable for everyone. Because of the new hardware, a new customer installation costs us over R7 500.00 per installation. Instead of simply passing this total once-off cost on to customers, we give customers three rental options (Month to Month, 12 Months or 24 Months) of how they want to pay for this at heavily subsidized rates. The rental remains in place even after the term ends and reverts to month to month as the equipment is incredibly expensive and it's not viable for a client to purchase the equipment once off. The rental also covers upgraded equipment that needs to be installed in the future, i.e once there is an updated tower option available to you. Thus instead of having you purchase expensive equipment now, and then again in the future, we only provide the rental option. This has been advised to you by your dedicated account executive.
3. We had only received one request from yourself regarding a slow speed concern, however it was resolved and no further faults were logged with us. We are always here and willing to assist and have our vast Helpdesk team available 365 days of the year (including weekends and public holidays) up until 23:00 PM each evening.
4. Your account has been overdue with us and our accounts team has been in constant contact with you regarding this. They had explained each cost and provided the ledger accordingly.
We truly care about our customer service and only have our clients' best interests at heart. Our Customer Relations Consultant will be in contact with you soonest to have the above addressed and rectified.
Thank you for your understanding herewith.
Yours Faithfully,
WIRUlink Management
WIRUlink Pty Ltd's reply21 Jul 2021, 10:39
Official
Dear Will,
Thank you for reaching out to us with your concern.
We had investigated into the matter and would like to highlight the following for each of your concerns:
1. There was a manufacturer's issue on the hardware and it was replaced at no cost to you. This very rarely happens and we have addressed this with the supplier.
2. We are always looking at ways to make the best possible internet access affordable for everyone. Because of the new hardware, a new customer installation costs us over R7 500.00 per installation. Instead of simply passing this total once-off cost on to customers, we give customers three rental options (Month to Month, 12 Months or 24 Months) of how they want to pay for this at heavily subsidized rates. The rental remains in place even after the term ends and reverts to month to month as the equipment is incredibly expensive and it's not viable for a client to purchase the equipment once off. The rental also covers upgraded equipment that needs to be installed in the future, i.e once there is an updated tower option available to you. Thus instead of having you purchase expensive equipment now, and then again in the future, we only provide the rental option. This has been advised to you by your dedicated account executive.
3. We had only received one request from yourself regarding a slow speed concern, however it was resolved and no further faults were logged with us. We are always here and willing to assist and have our vast Helpdesk team available 365 days of the year (including weekends and public holidays) up until 23:00 PM each evening.
4. Your account has been overdue with us and our accounts team has been in constant contact with you regarding this. They had explained each cost and provided the ledger accordingly.
We truly care about our customer service and only have our clients' best interests at heart. Our Customer Relations Consultant will be in contact with you soonest to have the above addressed and rectified.
Thank you for your understanding herewith.
Yours Faithfully,
WIRUlink Management
Thank you for reaching out to us with your concern.
We had investigated into the matter and would like to highlight the following for each of your concerns:
1. There was a manufacturer's issue on the hardware and it was replaced at no cost to you. This very rarely happens and we have addressed this with the supplier.
2. We are always looking at ways to make the best possible internet access affordable for everyone. Because of the new hardware, a new customer installation costs us over R7 500.00 per installation. Instead of simply passing this total once-off cost on to customers, we give customers three rental options (Month to Month, 12 Months or 24 Months) of how they want to pay for this at heavily subsidized rates. The rental remains in place even after the term ends and reverts to month to month as the equipment is incredibly expensive and it's not viable for a client to purchase the equipment once off. The rental also covers upgraded equipment that needs to be installed in the future, i.e once there is an updated tower option available to you. Thus instead of having you purchase expensive equipment now, and then again in the future, we only provide the rental option. This has been advised to you by your dedicated account executive.
3. We had only received one request from yourself regarding a slow speed concern, however it was resolved and no further faults were logged with us. We are always here and willing to assist and have our vast Helpdesk team available 365 days of the year (including weekends and public holidays) up until 23:00 PM each evening.
4. Your account has been overdue with us and our accounts team has been in constant contact with you regarding this. They had explained each cost and provided the ledger accordingly.
We truly care about our customer service and only have our clients' best interests at heart. Our Customer Relations Consultant will be in contact with you soonest to have the above addressed and rectified.
Thank you for your understanding herewith.
Yours Faithfully,
WIRUlink Management
WB
Will B's updateReviewer Update
21 Jul 2021, 11:59This was the chance to repair this business relationship but wirulink chose not to.
1. Wirulink informed me after the replacement of the equipment after it broke not 2 weeks after installation that I will be liable for the full amount if the equipment breaks again or take up additional insurance for the equipment.
2. Day of installation it was advised that there are options to pay off the equipment, not that it was that the equipment was to be rented, installation tech might have been miss informed. Will make sure never to accept information from installation personal again but carefully read all terms and conditions.
3. Speed tests was forwarded to yourself to confirm the network slowness. It was advised that a network cable be used between the computer and router. This I did for the amu*****t of the technical advise received from Wirulink. Connectivity speed was still at 300 kilo bytes/s though service pais for is the 5 Mega bytes/s option. Did not continue with requesting advise / assistance from Wirulink but opted to rather cancel the service.
4. Service was upgraded to the 5 Mega bytes/s. The standing debit order that has been in place with wirulink then just stopped from your side. Just got a Final demand letter from yourselves, checked for the debit orders for the month in dispute where I found the orders was cancelled / not renewed / not amended from your side, the debit order just stopped.
In contact with your office and have requested final account statement for outstanding amount due. Need to get rid of this service and experience from Wirulink as soon as possible.
1. Wirulink informed me after the replacement of the equipment after it broke not 2 weeks after installation that I will be liable for the full amount if the equipment breaks again or take up additional insurance for the equipment.
2. Day of installation it was advised that there are options to pay off the equipment, not that it was that the equipment was to be rented, installation tech might have been miss informed. Will make sure never to accept information from installation personal again but carefully read all terms and conditions.
3. Speed tests was forwarded to yourself to confirm the network slowness. It was advised that a network cable be used between the computer and router. This I did for the amu*****t of the technical advise received from Wirulink. Connectivity speed was still at 300 kilo bytes/s though service pais for is the 5 Mega bytes/s option. Did not continue with requesting advise / assistance from Wirulink but opted to rather cancel the service.
4. Service was upgraded to the 5 Mega bytes/s. The standing debit order that has been in place with wirulink then just stopped from your side. Just got a Final demand letter from yourselves, checked for the debit orders for the month in dispute where I found the orders was cancelled / not renewed / not amended from your side, the debit order just stopped.
In contact with your office and have requested final account statement for outstanding amount due. Need to get rid of this service and experience from Wirulink as soon as possible.
WB
Will B's update21 Jul 2021, 11:59
Reviewer Update
This was the chance to repair this business relationship but wirulink chose not to.
1. Wirulink informed me after the replacement of the equipment after it broke not 2 weeks after installation that I will be liable for the full amount if the equipment breaks again or take up additional insurance for the equipment.
2. Day of installation it was advised that there are options to pay off the equipment, not that it was that the equipment was to be rented, installation tech might have been miss informed. Will make sure never to accept information from installation personal again but carefully read all terms and conditions.
3. Speed tests was forwarded to yourself to confirm the network slowness. It was advised that a network cable be used between the computer and router. This I did for the amu*****t of the technical advise received from Wirulink. Connectivity speed was still at 300 kilo bytes/s though service pais for is the 5 Mega bytes/s option. Did not continue with requesting advise / assistance from Wirulink but opted to rather cancel the service.
4. Service was upgraded to the 5 Mega bytes/s. The standing debit order that has been in place with wirulink then just stopped from your side. Just got a Final demand letter from yourselves, checked for the debit orders for the month in dispute where I found the orders was cancelled / not renewed / not amended from your side, the debit order just stopped.
In contact with your office and have requested final account statement for outstanding amount due. Need to get rid of this service and experience from Wirulink as soon as possible.
1. Wirulink informed me after the replacement of the equipment after it broke not 2 weeks after installation that I will be liable for the full amount if the equipment breaks again or take up additional insurance for the equipment.
2. Day of installation it was advised that there are options to pay off the equipment, not that it was that the equipment was to be rented, installation tech might have been miss informed. Will make sure never to accept information from installation personal again but carefully read all terms and conditions.
3. Speed tests was forwarded to yourself to confirm the network slowness. It was advised that a network cable be used between the computer and router. This I did for the amu*****t of the technical advise received from Wirulink. Connectivity speed was still at 300 kilo bytes/s though service pais for is the 5 Mega bytes/s option. Did not continue with requesting advise / assistance from Wirulink but opted to rather cancel the service.
4. Service was upgraded to the 5 Mega bytes/s. The standing debit order that has been in place with wirulink then just stopped from your side. Just got a Final demand letter from yourselves, checked for the debit orders for the month in dispute where I found the orders was cancelled / not renewed / not amended from your side, the debit order just stopped.
In contact with your office and have requested final account statement for outstanding amount due. Need to get rid of this service and experience from Wirulink as soon as possible.