| reply to ThatGuy
Re: Explorenet It is with great disappointment that I see this written about wavedirect. I assure anyone reading that we do our best to handle extraordinary circumstances such as this. I wish that the outcome here could have been more similar to the great majority of issues we handle and solve.
wavedirect Telecommunications is a locally owned wireless Internet Service Provider serving Essex County Ontario and surrounding areas. As a locally owned member of the community, we do our best to provide our customers with the best possible Internet service. We have grown over the past 10 years to the level we are at now by our good reputation as a service provider. We do our best to ensure that problems with our customers are resolved satisfactorily in one way or another.
This particular case you are reading is an exception that we can say has happened very few times in our 10 year life as a provider of Internet services. By the nature of wireless, there are some variables in delivering the service, and for a very few cases, we need to work with customers to bring their service to a satisfactory level. Sometimes we need access to a roof to re-point equipment or need to replace parts. In working with this customer, we were repeatedly refused access to his house to troubleshoot. Even after working with him for a month through phone calls and emails, he still insisted on no service calls. I even offered to change all wavedirect owned equipment at his house and guaranteed that there would not be a charge, and he refused insisting that the problem needed to be solved without a service call. At that point, it was becoming outside of the normal scope of duty to continue emails and calls after in-house support was offered for free and refused. This is the first time we’ve encountered a customer who has refused a service call. Consequently, this case is an unfortunate exception; we are very sorry that things turned out the way they did but in retrospect, there was not much more that could have reasonably been offered from us.
wavedirect builds its business on its quality service. We have upgraded our equipment in many areas to further this commitment to quality. We even have a 30-day free trial to attest to the quality of our service. This case is unfortunate, but far from the norm. If any current wavedirect customers are reading this and feel that they are having problems too, I implore you to call us and we will be very willing to work with you. If you do not have wavedirect and are reading this, then I ask that you simply call to inquire about our 30-day trial, and if after 30-days you are not satisfied, then you are out nothing. |
Reviews:
 ·TELUS
 ·Xplornet
 ·WAVEDIRECT
| You were not refused access to our house. You were even out to change our antenna to a new location during this time. Never did you call me to say you wanted to come out. The only time you called was to complain about us posting the above and I will not go into what you offered. When did you ever call me offering a free service call? When did I refuse you to make a service call over the phone? Do you want me to put up the e-mails you sent me? I do not recall you ever offering to change any wave direct owned equipment unless you mean your offer after I cancelled your service.
I even cancelled a week early and have never asked nor expected you would give any type of refund. |
