1 reviews | Active since Nov 2017
Refuse to refund - Refund policy
I took out internet service form Wirulink in June 2017 - with many calls to call centre and complaints to technical and to sales staff - problem was never resolve - we moved office the 3rd November - we informed them and even asked for assistance to see if we will have coverage at new address and was told yes - but to avail we had no coverage. I informed them we will be moving on the 5th October they told us to remove the equipment as it will cost R 750.00 per site remove and again R 750.00 installation I had it taken to my new office asking for them to install it - big story’s they cannot do it today - I must pay extra R 650.00 on top R 750.00 for the to do installation the Saturday after the 3rd November I told them I cannot be without Inter net for a hole week as my business is depended on it - I got someone to come privately to do the installation and there was no Internet coverage at the new premises - I had to get alternative internet and it cost me a fortune - they have a refund policy and now according to them because I moved they cannot refund me - before I moved they knew I was moving - they even told me I have coverage? I want refund of my November 2017 D/O as I had no internet and they took the money and I can my refund back as per the refund policy. They are ********* and there service is up to ....... no one come's back to you I called one day 24 time's and being cut off 24 times??? Please can you assist me?
Dear Noelene
Thank you for taking the time to give feedback, so we can better our service to all our customers.
We have a software system (also see www.wiru.co.za/coverage) that uses geographical elevation profiles to calculate our network coverage at any specific address/location. This system can not account for trees, buildings or other obstacles and are always subject to an onsite assessment by our technicians.
Although the R750 per location for an equipment/installation move is already heavily subsidised by not charging extra for new brackets, longer poles, new cabling, etc., we give customers the option to remove the equipment at the old location to save even more.
Our standard Buyback Guarantee is there to give customers peace of mind that once we install a service for a customer, we are committed to deliver excellent service. If you move from your original installation address to a new location, we can not guarantee that there is network coverage before performing an onsite technical assessment (on the day of installation) and therefore the Buyback Guarantee is void.
As a sign of good faith, we have offered to credit you for the monthly fee for one month, reducing the cancellation notice period by a full month.
Do not hesitate to contact our friendly team directly should you wish to discuss this in more detail.
Yours faithfully
WIRUlink Management
Dear Noelene
Thank you for taking the time to give feedback, so we can better our service to all our customers.
We have a software system (also see www.wiru.co.za/coverage) that uses geographical elevation profiles to calculate our network coverage at any specific address/location. This system can not account for trees, buildings or other obstacles and are always subject to an onsite assessment by our technicians.
Although the R750 per location for an equipment/installation move is already heavily subsidised by not charging extra for new brackets, longer poles, new cabling, etc., we give customers the option to remove the equipment at the old location to save even more.
Our standard Buyback Guarantee is there to give customers peace of mind that once we install a service for a customer, we are committed to deliver excellent service. If you move from your original installation address to a new location, we can not guarantee that there is network coverage before performing an onsite technical assessment (on the day of installation) and therefore the Buyback Guarantee is void.
As a sign of good faith, we have offered to credit you for the monthly fee for one month, reducing the cancellation notice period by a full month.
Do not hesitate to contact our friendly team directly should you wish to discuss this in more detail.
Yours faithfully
WIRUlink Management