BL
Bryan L
1 reviews | Active since Mar 2019
07 Mar 2019, 18:41
Valuable time wasted
I app**** for uncapped wireless internet from Wirulink with no response. After a few days I sent a follow up mail after which I finally got feedback. They sent me satellite pictures and told me that I should have coverage. After the initial delay, I had to wait an additional 3 weeka for the installation. When they got here, they got onto the roof, said there is no signal and left (Without trying a different spot or roof). Our neighbors use wireless and their WISP simply used a pole for the dish. After the time I've wasted , which I could have spent on another WISP, I was desperate. Wirulink said they will look at the job card and will let me know if there is anything they can do. I begged them to hurry this process so that I can start making alternative arrangements if needed as I've already waited so long. I was promised by someone in IT (There is a Ryno & Johan, can't remember to whom I spoke) that told me they will give me feedback by COB. At 16:30 when I still didn't get feedback I phoned just to be informed that the IT department leaves at 16:00. If this is Wirulink's best service, to try and get new business, I can only imagine the service they offer their existing customers.
Helpful (0)
Replies (1)0
Replies (1)
WIRUlink Pty Ltd's replyOfficial
07 Mar 2019, 21:36Dear Bryan
Thank you for taking the time to give us feedback to keep on improving the service delivered to all our valued customers.
Our installation teams get incentivised per successful installation and really do everything in their power to get an acceptable signal with new orders. They do use a long pole, test radio and visual checks during the onsite proccess to scan.
With each team doing 4+ installs per day, they have the required experience to do this quickly and effectively at the highest standards.
To make sure the team on site tried all avenues after not getting an acceptable signal, our Quality Department again check satellite imagery, desktop LoS results and the photos taken by the installer from your roof. If they believe we may still be able to provide a service, they schedule a second onsite survey by another team (again at no cost to you).
We apologise for our Logistics Department not contacting you before the promised time. This has been addressed to make sure we keep on improving our service levels.
The Logistics manager will be in contact with you tomorrow to discuss the way forward.
Yours faithfully
WIRUlink Management
Thank you for taking the time to give us feedback to keep on improving the service delivered to all our valued customers.
Our installation teams get incentivised per successful installation and really do everything in their power to get an acceptable signal with new orders. They do use a long pole, test radio and visual checks during the onsite proccess to scan.
With each team doing 4+ installs per day, they have the required experience to do this quickly and effectively at the highest standards.
To make sure the team on site tried all avenues after not getting an acceptable signal, our Quality Department again check satellite imagery, desktop LoS results and the photos taken by the installer from your roof. If they believe we may still be able to provide a service, they schedule a second onsite survey by another team (again at no cost to you).
We apologise for our Logistics Department not contacting you before the promised time. This has been addressed to make sure we keep on improving our service levels.
The Logistics manager will be in contact with you tomorrow to discuss the way forward.
Yours faithfully
WIRUlink Management
Best regards,
WIRUlink Pty Ltd's reply07 Mar 2019, 21:36
Official
Dear Bryan
Thank you for taking the time to give us feedback to keep on improving the service delivered to all our valued customers.
Our installation teams get incentivised per successful installation and really do everything in their power to get an acceptable signal with new orders. They do use a long pole, test radio and visual checks during the onsite proccess to scan.
With each team doing 4+ installs per day, they have the required experience to do this quickly and effectively at the highest standards.
To make sure the team on site tried all avenues after not getting an acceptable signal, our Quality Department again check satellite imagery, desktop LoS results and the photos taken by the installer from your roof. If they believe we may still be able to provide a service, they schedule a second onsite survey by another team (again at no cost to you).
We apologise for our Logistics Department not contacting you before the promised time. This has been addressed to make sure we keep on improving our service levels.
The Logistics manager will be in contact with you tomorrow to discuss the way forward.
Yours faithfully
WIRUlink Management
Thank you for taking the time to give us feedback to keep on improving the service delivered to all our valued customers.
Our installation teams get incentivised per successful installation and really do everything in their power to get an acceptable signal with new orders. They do use a long pole, test radio and visual checks during the onsite proccess to scan.
With each team doing 4+ installs per day, they have the required experience to do this quickly and effectively at the highest standards.
To make sure the team on site tried all avenues after not getting an acceptable signal, our Quality Department again check satellite imagery, desktop LoS results and the photos taken by the installer from your roof. If they believe we may still be able to provide a service, they schedule a second onsite survey by another team (again at no cost to you).
We apologise for our Logistics Department not contacting you before the promised time. This has been addressed to make sure we keep on improving our service levels.
The Logistics manager will be in contact with you tomorrow to discuss the way forward.
Yours faithfully
WIRUlink Management
Best regards,