GS
Gary S
1 reviews | Active since Mar 2009
06 Aug 2024, 13:44
***!
For the second time in a week, my fiber has gone down. Open ticket COOL-*** - agent tells me there is a procedure to be followed, which really means another 3 day of backwards and forwards finger pointing between Vumatel and Cool Ideas - speak to the call center team leader - don't worry he tell me, I will spend the rest of the afternoon resolving this - Vumatel then respond, 'We are pleased to inform you that ticket ***7 has been successfully resolved' - well guess what, in your minds its resolved, but in reality, the fiber is still DOWN! Is this just incompetence or does Cool Ideas / Vumatel just not give a damn.
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Cool Ideas Service Provider's replyOfficial
06 Aug 2024, 14:07Dear Gary, Thank you for bringing this to our attention. We sincerely apologise for any inconvenience you may have encountered due to the recurring line faults that are affecting your connection. Rest assured, our Escalations Team is already liaising with Vumatel's Service Delivery Manager for a permanent fix and to ensure that your connection is stable. They will contact you with progressive updates if they have not yet reached out. Your patience and understanding thus far are invaluable to us. Please bear with us a little longer while we work to have to reconnected as soon as possible. Warm Regards, Cool Ideas
Cool Ideas Service Provider's reply06 Aug 2024, 14:07
Official
Dear Gary, Thank you for bringing this to our attention. We sincerely apologise for any inconvenience you may have encountered due to the recurring line faults that are affecting your connection. Rest assured, our Escalations Team is already liaising with Vumatel's Service Delivery Manager for a permanent fix and to ensure that your connection is stable. They will contact you with progressive updates if they have not yet reached out. Your patience and understanding thus far are invaluable to us. Please bear with us a little longer while we work to have to reconnected as soon as possible. Warm Regards, Cool Ideas