Rheanna

Nov 10, 2023

Customer Service was a little confusing

The service was good for what I paid for. Connection did dip in an out occasionally, but that's to be expected with mobile internet. Excellent temporary solution for when you'll be without internet for a while. Maybe a tad bit expensive, but you do get a deposit back at the end of your hire. The only reason I gave 4 stars instead of 5 was because of the confusing customer service. My queries with them did get resolved eventually, but not without any kind of leftover doubt. I had hired from the 13th of October for 12 days. My understanding of the contract is that the 13th is included in the hire as I had the device that day. They also confirm this when you order that your hire begins on your start day/first day of hire. Therefore 12 days, including the 13th would be the 24th, right? I'd messaged them about extending my hire halfway through and tried to confirm that my end date should have been the 24th, but was met with adamancy that my hire ended on the 25th because "13 + 12 = 25" - which is true, but this fails to take into account that 13 is a day itself. After a fair amount of back and forth, breaking down that 13-24 is 12 days including the 13th and 24th, and asking if the start date stated on my contract wasn't actually included I finally gave up trying to explain and ask as they continued to insist my end date was the 25th. I suppose this is a good thing as it essentially gave me a "free" day, but it did make me feel like they'd try to charge me later for this. Since they wouldn't outright say "yes, the first date of your contract isn't included in your hire" this made me a little paranoid that they would try to charge me a late fee if I returned it the day they said to. If you're going to use this service, please double check with customer service when your start and end date is, as absolutely nowhere in my contract did it state that my hire was actually the 14th-25th despite receiving the device on the 13th, you may find you have an extra day.