1 reviews | Active since Nov 2012
Cool Ideas - I will never recommend this ISP, please don't use them. Nothing cool about that idea
I hope my post saves someone from the worst ISP ever when it comes to treating a person like a person. I was with Cool Ideas for 2 years, never missing any payments or any issues. I had a crisis that was out of my control and resulted in a urgent relocation then true colours came out. I requested a change in address because silly me still wanted to stay with them, was then told I'd have to cancel the other service. Good I did that, then boom I'm billed twice on the new one and old one. I then queried this and instead of someone even reaching out after multiple emails, they kept telling me about Ts and Cs as if I'm dumb. I then advise I dont have money and need payment arrangement, then I'm told no I can't make an arrangement and must pay...mind you I'm agreeing to pay but still met by a brick wall, ja neh? I asked for a callback and I'm told Jami that the team leader Kamogelo has a lot of queries, like I don't work in servicing or have a lot of queries myself...this a whopping 24 hours later after she'd emailed me to say she was looking at my query and unfortunately they can't help me.
I tell them I recommended the new tenant as I thought they were a good company, they tell me ok we can do an early release on your line and connect but you'd still liable for the full month's amount, WTH bathong!? so they benefit but like I have to see to finish and give them money, no goodwill or appreciation that I referred a good customer to them? WOW! The lady I spoke to, Jami who I'm sure believed she was polite with condescending tone, was cutting me off and being rude like I'm a mad woman, this is what drives customers even more irate. Just allow me to vent then say what you need, I was not swearing or anything. I know how it is with irate clients, we can be unreasonable but Cool Ideas people did everything wrong in treating me via email and on the call.
This is how such companies end up losing business and ultimately failing, if they fail one day I won't be surprised because all it takes is one horrible customer experience. It's like we like you until we don't right. Anyway, I know they dont even care anyway - this post is for someone that I can save from signing up that's all.
we apologize for the experience you had in dealing with our staff, we have made the department head aware of this and will investigate the call recordings and emails to see what transpired.
With regards to the charges you are referring to, we have a transfer process that requires the customer to alert us in time so that we can cancel the line with the fibre line provider so that we do not incur charges on the old property. this is set within their T's and C's from the FNO to us and applies to all ISP's on their network. if we only provide notice to the FNO (Fibre Network Operator) a few days before the end of the month we are then billed and are working at a loss. we are constantly working with the FNO to try and improve this where we can however they have systems in place and in most cases they wont budge.
we will have the department head look into the scenario and the chronological order of events and reach out to you to discuss the way forward.
The Cool Team
we apologize for the experience you had in dealing with our staff, we have made the department head aware of this and will investigate the call recordings and emails to see what transpired.
With regards to the charges you are referring to, we have a transfer process that requires the customer to alert us in time so that we can cancel the line with the fibre line provider so that we do not incur charges on the old property. this is set within their T's and C's from the FNO to us and applies to all ISP's on their network. if we only provide notice to the FNO (Fibre Network Operator) a few days before the end of the month we are then billed and are working at a loss. we are constantly working with the FNO to try and improve this where we can however they have systems in place and in most cases they wont budge.
we will have the department head look into the scenario and the chronological order of events and reach out to you to discuss the way forward.
The Cool Team
I believe your business model is shortsighted in the sense that you'd rather lose two clients who would stay for months even years to come because you have Ts and Cs that no one in our business can review and make an exception. Yes I get that when you make one exception you'd have to make many and lose money but I still believe you're losing way more for R700.
I'm arranging with the other tenant to see if we can collectively pay the R700 so she can at least be connected for the month while she looks for a more reputable and customer focused ISP. It's a pity that a 2 year smooth relationship that could have become a longer relationship has to end like this but that's how the cookie crumbles I guess.
I believe your business model is shortsighted in the sense that you'd rather lose two clients who would stay for months even years to come because you have Ts and Cs that no one in our business can review and make an exception. Yes I get that when you make one exception you'd have to make many and lose money but I still believe you're losing way more for R700.
I'm arranging with the other tenant to see if we can collectively pay the R700 so she can at least be connected for the month while she looks for a more reputable and customer focused ISP. It's a pity that a 2 year smooth relationship that could have become a longer relationship has to end like this but that's how the cookie crumbles I guess.
thank you for your reply
the reason we have requested the department head to reach out is because we want to see what we can do to assist you during this time, we value our customers and if we can assist we most certainly will. if one of our team members handled your situation with less than satisfactory care we will address them internally to avoid this happening again. however our focus now is being able to resolve your issue and have a happy customer
someone will be in touch shortly :)
The Cool Team
thank you for your reply
the reason we have requested the department head to reach out is because we want to see what we can do to assist you during this time, we value our customers and if we can assist we most certainly will. if one of our team members handled your situation with less than satisfactory care we will address them internally to avoid this happening again. however our focus now is being able to resolve your issue and have a happy customer
someone will be in touch shortly :)
The Cool Team