SM
Samantha M
1 reviews | Active since May 2015
23 Mar 2021, 10:05
Think Twice!
Hidden costs!
Firstly, I was on a year-long rental agreement and was under the impression that the equipment would belong to me as soon as the contract was paid-up.
It was not explained to me upon inception that this was not the case and the equipment would belong to WIRUlink for as long as I remain with them, additionally, I would be charged a monthly usage fee for the equipment.
The first month after the contract was paid-up, they still charged me at the contract rate and it was a battle to be placed on the same rates as month-to-month customers.
Now, I provided them with more than a month's notice of cancellation of service and they want to charge me more than R1,100 for them to come and remove THEIR OWN equipment!!
All they say is that it forms part of the T&C's, but what other company charges the CUSTOMER for removal of the COMPANY's equipment? And such a high fee!?
I cannot afford to pay this, so we are at an impasse...they want me to pay money I can't afford, based on vague T&Cs that were not explained upon inception, and I refuse to let them onto my property if I have to pay for removal.
If I had been made aware of the full implication, I would NEVER have used their services!
Beware of using this company's services, you will be unpleasantly surprised at hidden costs and T&Cs!
Helpful (0)
Replies (3)0
Replies (3)
WIRUlink Pty Ltd's replyOfficial
23 Mar 2021, 10:21Dear Samantha,
Thank you for reaching out to us with your concerns.
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.
As per your Service Agreement (as seen on our website, Standard Terms and Conditions, clause 107, https://www.wiru.co.za/standard-terms-and-conditions ), you are liable for the call out and labour to remove the rented equipment.
Although this does not cover the full costs of our contractors, we are subsidizing the costs to make the financial impact as low as possible to our valued customers.
Do not hesitate to contact our Accounts Department should you have any questions regarding your service agreement with us.
Yours faithfully,
WIRUlink Management
Thank you for reaching out to us with your concerns.
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.
As per your Service Agreement (as seen on our website, Standard Terms and Conditions, clause 107, https://www.wiru.co.za/standard-terms-and-conditions ), you are liable for the call out and labour to remove the rented equipment.
Although this does not cover the full costs of our contractors, we are subsidizing the costs to make the financial impact as low as possible to our valued customers.
Do not hesitate to contact our Accounts Department should you have any questions regarding your service agreement with us.
Yours faithfully,
WIRUlink Management
WIRUlink Pty Ltd's reply23 Mar 2021, 10:21
Official
Dear Samantha,
Thank you for reaching out to us with your concerns.
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.
As per your Service Agreement (as seen on our website, Standard Terms and Conditions, clause 107, https://www.wiru.co.za/standard-terms-and-conditions ), you are liable for the call out and labour to remove the rented equipment.
Although this does not cover the full costs of our contractors, we are subsidizing the costs to make the financial impact as low as possible to our valued customers.
Do not hesitate to contact our Accounts Department should you have any questions regarding your service agreement with us.
Yours faithfully,
WIRUlink Management
Thank you for reaching out to us with your concerns.
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.
As per your Service Agreement (as seen on our website, Standard Terms and Conditions, clause 107, https://www.wiru.co.za/standard-terms-and-conditions ), you are liable for the call out and labour to remove the rented equipment.
Although this does not cover the full costs of our contractors, we are subsidizing the costs to make the financial impact as low as possible to our valued customers.
Do not hesitate to contact our Accounts Department should you have any questions regarding your service agreement with us.
Yours faithfully,
WIRUlink Management
SM
Samantha M's updateReviewer Update
23 Mar 2021, 10:35Dear WIRUlink,
These terms and conditions that you keep referring to are not sufficiently explained to prospective customers by the sales consultants, which the company has a legal duty to do. Customers need to be made fully aware in order to make informed decisions before signing up with the company.
Omitting terms and conditions when attempting to make a sale and then later referring to the Sales Agreement when a dispute arises, is dishonest and misleading.
I would not have joined if I had been made aware that I could be a customer for 20 years, have to pay a monthly rental fee for equipment, and the equipment would never belong to me, or that I would have to fork out even more to have the equipment removed when I terminate the service.
As stated before, I cannot afford the removal fee, nor do I want to make use of your internet services anymore.
So, I will have to keep the equipment until such time as I can afford to pay for the removal.
But, since I won't be using the equipment, I refuse to pay an equipment rental fee.
I don't want to use your services, I will not be using your equipment, but I can't pay for removal.
You cannot force me to keep using your services because I can't pay the removal fee, and you can't force me to pay for removal if I don't have the funds to do so.
These terms and conditions that you keep referring to are not sufficiently explained to prospective customers by the sales consultants, which the company has a legal duty to do. Customers need to be made fully aware in order to make informed decisions before signing up with the company.
Omitting terms and conditions when attempting to make a sale and then later referring to the Sales Agreement when a dispute arises, is dishonest and misleading.
I would not have joined if I had been made aware that I could be a customer for 20 years, have to pay a monthly rental fee for equipment, and the equipment would never belong to me, or that I would have to fork out even more to have the equipment removed when I terminate the service.
As stated before, I cannot afford the removal fee, nor do I want to make use of your internet services anymore.
So, I will have to keep the equipment until such time as I can afford to pay for the removal.
But, since I won't be using the equipment, I refuse to pay an equipment rental fee.
I don't want to use your services, I will not be using your equipment, but I can't pay for removal.
You cannot force me to keep using your services because I can't pay the removal fee, and you can't force me to pay for removal if I don't have the funds to do so.
SM
Samantha M's update23 Mar 2021, 10:35
Reviewer Update
Dear WIRUlink,
These terms and conditions that you keep referring to are not sufficiently explained to prospective customers by the sales consultants, which the company has a legal duty to do. Customers need to be made fully aware in order to make informed decisions before signing up with the company.
Omitting terms and conditions when attempting to make a sale and then later referring to the Sales Agreement when a dispute arises, is dishonest and misleading.
I would not have joined if I had been made aware that I could be a customer for 20 years, have to pay a monthly rental fee for equipment, and the equipment would never belong to me, or that I would have to fork out even more to have the equipment removed when I terminate the service.
As stated before, I cannot afford the removal fee, nor do I want to make use of your internet services anymore.
So, I will have to keep the equipment until such time as I can afford to pay for the removal.
But, since I won't be using the equipment, I refuse to pay an equipment rental fee.
I don't want to use your services, I will not be using your equipment, but I can't pay for removal.
You cannot force me to keep using your services because I can't pay the removal fee, and you can't force me to pay for removal if I don't have the funds to do so.
These terms and conditions that you keep referring to are not sufficiently explained to prospective customers by the sales consultants, which the company has a legal duty to do. Customers need to be made fully aware in order to make informed decisions before signing up with the company.
Omitting terms and conditions when attempting to make a sale and then later referring to the Sales Agreement when a dispute arises, is dishonest and misleading.
I would not have joined if I had been made aware that I could be a customer for 20 years, have to pay a monthly rental fee for equipment, and the equipment would never belong to me, or that I would have to fork out even more to have the equipment removed when I terminate the service.
As stated before, I cannot afford the removal fee, nor do I want to make use of your internet services anymore.
So, I will have to keep the equipment until such time as I can afford to pay for the removal.
But, since I won't be using the equipment, I refuse to pay an equipment rental fee.
I don't want to use your services, I will not be using your equipment, but I can't pay for removal.
You cannot force me to keep using your services because I can't pay the removal fee, and you can't force me to pay for removal if I don't have the funds to do so.
WIRUlink Pty Ltd's replyOfficial
23 Mar 2021, 10:37Dear Samantha,
Thank you for your feedback.
Our Customer Relations representative will be in contact with you to have the matter clarified and resolved as priority.
Thank you for your understanding herewith.
Yours faithfully,
WIRUlink Management
Thank you for your feedback.
Our Customer Relations representative will be in contact with you to have the matter clarified and resolved as priority.
Thank you for your understanding herewith.
Yours faithfully,
WIRUlink Management
WIRUlink Pty Ltd's reply23 Mar 2021, 10:37
Official
Dear Samantha,
Thank you for your feedback.
Our Customer Relations representative will be in contact with you to have the matter clarified and resolved as priority.
Thank you for your understanding herewith.
Yours faithfully,
WIRUlink Management
Thank you for your feedback.
Our Customer Relations representative will be in contact with you to have the matter clarified and resolved as priority.
Thank you for your understanding herewith.
Yours faithfully,
WIRUlink Management