LG
Lance G
1 reviews | Active since Nov 2022
02 Feb 2025, 06:49
24 hour world requires 24 hour support
How can a tech company providing essential services not have a 24 hour support services ? Try calling after hours and you get a pre recorded "it's outside office hours, please leave a message..."
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Replies (2)
Cool Ideas Service Provider's replyOfficial
02 Feb 2025, 11:10Hi Lance, Thank you for your feedback. We completely understand how important reliable support is, especially for essential services.
While our helpdesk operates from 08:00 to 20:00 on weekdays and from 09:00 to 15:00 on weekends and public holidays, customers can still log tickets through our client website, email ***, or leave a voice message. These requests automatically create tickets, and our team contacts customers as soon as possible. We’re glad to see our Tier 2 support team assisted you this morning and that you're now connected. We truly appreciate your patience and input, which helps us improve where we can. Please don't hesitate to contact us should you require any assistance in future. Warm Regards, Cool Ideas Support Team
While our helpdesk operates from 08:00 to 20:00 on weekdays and from 09:00 to 15:00 on weekends and public holidays, customers can still log tickets through our client website, email ***, or leave a voice message. These requests automatically create tickets, and our team contacts customers as soon as possible. We’re glad to see our Tier 2 support team assisted you this morning and that you're now connected. We truly appreciate your patience and input, which helps us improve where we can. Please don't hesitate to contact us should you require any assistance in future. Warm Regards, Cool Ideas Support Team
Cool Ideas Service Provider's reply02 Feb 2025, 11:10
Official
Hi Lance, Thank you for your feedback. We completely understand how important reliable support is, especially for essential services.
While our helpdesk operates from 08:00 to 20:00 on weekdays and from 09:00 to 15:00 on weekends and public holidays, customers can still log tickets through our client website, email ***, or leave a voice message. These requests automatically create tickets, and our team contacts customers as soon as possible. We’re glad to see our Tier 2 support team assisted you this morning and that you're now connected. We truly appreciate your patience and input, which helps us improve where we can. Please don't hesitate to contact us should you require any assistance in future. Warm Regards, Cool Ideas Support Team
While our helpdesk operates from 08:00 to 20:00 on weekdays and from 09:00 to 15:00 on weekends and public holidays, customers can still log tickets through our client website, email ***, or leave a voice message. These requests automatically create tickets, and our team contacts customers as soon as possible. We’re glad to see our Tier 2 support team assisted you this morning and that you're now connected. We truly appreciate your patience and input, which helps us improve where we can. Please don't hesitate to contact us should you require any assistance in future. Warm Regards, Cool Ideas Support Team
LG
Lance G's updateReviewer Update
02 Feb 2025, 11:51Yes problem was fixed quickly this morning after I phoned BUT...
I logged a ticket last night (and got a reference) stating "urgent" but nothing was done until I phoned when you "opened" at 09h00 this morning.
Now, the reason for the urgency is my wife is a nurse for a prestigious School and she was on standby needing internet access to get notifications, remotely access medical records and communicate in the event of an emergency !
ALL service providers should have 24 hour technical support not automated messages saying "our office hours are...leave a message"
As it turns out, the fix was quick because "someone" had made a change and assigned my IP address to someone else. I suspect that "someone else" is ...... Me, because I have app**** for an ADDITIONAL service at another location and I specifically told LAMEEZ that I did not want my existing service affected by the new additional install.
Anyway, I am happy with Cool Ideas, that is why my new application was with you, but silly mistakes need to be avoided where possible 🙂
I logged a ticket last night (and got a reference) stating "urgent" but nothing was done until I phoned when you "opened" at 09h00 this morning.
Now, the reason for the urgency is my wife is a nurse for a prestigious School and she was on standby needing internet access to get notifications, remotely access medical records and communicate in the event of an emergency !
ALL service providers should have 24 hour technical support not automated messages saying "our office hours are...leave a message"
As it turns out, the fix was quick because "someone" had made a change and assigned my IP address to someone else. I suspect that "someone else" is ...... Me, because I have app**** for an ADDITIONAL service at another location and I specifically told LAMEEZ that I did not want my existing service affected by the new additional install.
Anyway, I am happy with Cool Ideas, that is why my new application was with you, but silly mistakes need to be avoided where possible 🙂
LG
Lance G's update02 Feb 2025, 11:51
Reviewer Update
Yes problem was fixed quickly this morning after I phoned BUT...
I logged a ticket last night (and got a reference) stating "urgent" but nothing was done until I phoned when you "opened" at 09h00 this morning.
Now, the reason for the urgency is my wife is a nurse for a prestigious School and she was on standby needing internet access to get notifications, remotely access medical records and communicate in the event of an emergency !
ALL service providers should have 24 hour technical support not automated messages saying "our office hours are...leave a message"
As it turns out, the fix was quick because "someone" had made a change and assigned my IP address to someone else. I suspect that "someone else" is ...... Me, because I have app**** for an ADDITIONAL service at another location and I specifically told LAMEEZ that I did not want my existing service affected by the new additional install.
Anyway, I am happy with Cool Ideas, that is why my new application was with you, but silly mistakes need to be avoided where possible 🙂
I logged a ticket last night (and got a reference) stating "urgent" but nothing was done until I phoned when you "opened" at 09h00 this morning.
Now, the reason for the urgency is my wife is a nurse for a prestigious School and she was on standby needing internet access to get notifications, remotely access medical records and communicate in the event of an emergency !
ALL service providers should have 24 hour technical support not automated messages saying "our office hours are...leave a message"
As it turns out, the fix was quick because "someone" had made a change and assigned my IP address to someone else. I suspect that "someone else" is ...... Me, because I have app**** for an ADDITIONAL service at another location and I specifically told LAMEEZ that I did not want my existing service affected by the new additional install.
Anyway, I am happy with Cool Ideas, that is why my new application was with you, but silly mistakes need to be avoided where possible 🙂