Customer support

Frequently Asked Questions (FAQ) General
1

Hi I cannot reach customer support. the inquiry@rakwireless and support@rakwireles email adresses have not had a reply in many days. is there a telephone number and or any other way of getting an issue resolved with the team? i have a RAK order with DHL i cannot access because of an invoicing error and i can simply find now way of getting RAK to reply to my requests spanning many days. its very frustratting

2

Welcome to RAK forum @Terrasense ,

Please send me your order number via DM and I will coordinate with the team.

3

thank you Carl! im so grateful top speak to someone. im stressed because we need to install a system and RAK had a delay shipping my order and now been delayed in Customs also Order 93638- RAKSZ251234274- Customs clearance - #220596
my contact numer: +27828340530 also on whatsapp. email [email protected]

4

Thank you so Much Carl. I am so Grateful

Order 93638- RAKSZ251234274- Customs clearance - #220596

See below I literally need the invoice to be changed to my name personally

Jonathan O’Connell

We just need to remove the name Terrasense on the invoice please I beg for assistance.

Please see attached. The invoice was made out to Terrasense but the import authority wants it to made out to me personally as the payment came from me personally.

Because the shipment was delayed before being sent I am now desperate to get my hand on the order but DHL need the invoice amended please to my personal name.

I really need your help and i’m really grateful.

My name as per the attached bank statement is

Jonathan O’Connell
19 Paula Street
Harmelia Ext 1
Edenvale.
1609
South Africa.

Thanks Carl have a great day!

Im waiting for the new invoice you can email it here and then I can get our stock thanks brother

5

Hi @Terrasense ,

I already coordinated and they confirm that they already removed the name Terrasense on the invoice. They sent it last Wednesday but they will resend again today.

6

HI Carl thanks very much. i have not received the new invoice via email Wednesday. i have tripple checked. i have only received an email from Mely on Tuesday as below. i replied immediately asking directly for the name change and no reply email from Mely since. - Please type your reply above this line -##

Hi Matthew,

Good day! I hope this email finds you well. I am writing to discuss your order with the tracking number DHL Express tracking: 3247630901.

Our internal team has notified us that the customs clearance process for your order is currently in progress. To ensure a smooth delivery and to avoid any potential delays or customs-related issues, we kindly ask you to address this matter promptly.

To resolve this matter efficiently, I kindly urge you to contact your local DHL office at 0860345000 /27119213666 at your earliest convenience. They will be able to provide further guidance and assistance in arranging the necessary clearance.

Please keep us updated on the progress once you have resolved this issue.

We eagerly await your response.

Best Regards,

Mely Manalo
Customer Service Associate
RAKwireless

7

is it possible to communicate via email? mail me and cc the person sending the invoice? [email protected] i have been emailing [email protected] since the 29th and no reply to my request. do you have a direct email to the person that can correct the invoice? please email us both so we can resolve urgently Carl?

8

I have received the corected invoice! thank you brother Carl! great service i am grateful have an awesome day.

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