MR
Mars R
1 reviews | Active since Sept 2014
30 Jun 2021, 11:26
Cool Ideas is a Big 'Cool' Joke
I don't even know why I gave them one star. Hello Peter, please give an option to select no star. Cool Ideas is not worth even a 0 star. It's been more than 2 weeks, waiting for fibre activation. The premise already has fibre installed. But still no idea what the problem is, hence no idea what the solution would be. What a bunch of *********** people running these kind of companies. Everyday since last 2 weeks the conversations with the support team is only: Me: Any feedback? Cool Ideas: We are waiting for feedback from Vumatel. We are escalating the matter.
In a nutshell, Cool Ideas is waiting for feedback from service manager at Vumatel. Service manager at Vumatel is waiting for planning manager at Vumatel.
What a mess really guys! Everyone is waiting and waiting!
Every single day I am told the same thing over and over again. They just copy paste the template message they have ready and send to customers. Just like the politics, service providers are as much laughable in this country. And these guys top the chart in service providers list! Baffles my mind how that's even possible.
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Replies (5)
Cool Ideas Service Provider's replyOfficial
30 Jun 2021, 11:45Good ay Saptarshi
We are sorry to hear of this frustration
We are currently engaging with Vumatel around the amount of escalations we have and what the long term solution might be, we acknowledge that it is not ideal to keep telling our customers that its with the FNO but the truth of it is that we provide the data portion of the deal and we rely on the FNO (Fibre network operator) to ensure the physical infrastructure is in place and operational. We have a dedicated resource who engages with the FNO on any out of SLA service tickets and at times we do have to wait until the planners provide feedback, this is not within any of the ISP;s control but we do follow up each day.
We continue to work with the FNO to improve on services and have a commitment to our customers to do what ever we can. someone will be in touch once we receive a progressive update from the Vumatel Team
The Cool Team
We are sorry to hear of this frustration
We are currently engaging with Vumatel around the amount of escalations we have and what the long term solution might be, we acknowledge that it is not ideal to keep telling our customers that its with the FNO but the truth of it is that we provide the data portion of the deal and we rely on the FNO (Fibre network operator) to ensure the physical infrastructure is in place and operational. We have a dedicated resource who engages with the FNO on any out of SLA service tickets and at times we do have to wait until the planners provide feedback, this is not within any of the ISP;s control but we do follow up each day.
We continue to work with the FNO to improve on services and have a commitment to our customers to do what ever we can. someone will be in touch once we receive a progressive update from the Vumatel Team
The Cool Team
Cool Ideas Service Provider's reply30 Jun 2021, 11:45
Official
Good ay Saptarshi
We are sorry to hear of this frustration
We are currently engaging with Vumatel around the amount of escalations we have and what the long term solution might be, we acknowledge that it is not ideal to keep telling our customers that its with the FNO but the truth of it is that we provide the data portion of the deal and we rely on the FNO (Fibre network operator) to ensure the physical infrastructure is in place and operational. We have a dedicated resource who engages with the FNO on any out of SLA service tickets and at times we do have to wait until the planners provide feedback, this is not within any of the ISP;s control but we do follow up each day.
We continue to work with the FNO to improve on services and have a commitment to our customers to do what ever we can. someone will be in touch once we receive a progressive update from the Vumatel Team
The Cool Team
We are sorry to hear of this frustration
We are currently engaging with Vumatel around the amount of escalations we have and what the long term solution might be, we acknowledge that it is not ideal to keep telling our customers that its with the FNO but the truth of it is that we provide the data portion of the deal and we rely on the FNO (Fibre network operator) to ensure the physical infrastructure is in place and operational. We have a dedicated resource who engages with the FNO on any out of SLA service tickets and at times we do have to wait until the planners provide feedback, this is not within any of the ISP;s control but we do follow up each day.
We continue to work with the FNO to improve on services and have a commitment to our customers to do what ever we can. someone will be in touch once we receive a progressive update from the Vumatel Team
The Cool Team
MR
Mars R's updateReviewer Update
30 Jun 2021, 11:52You just told me what you have been telling me since last 2 weeks! Nothing new and I am not one bit surprised!
" We have a dedicated resource who engages with the FNO on any out of SLA service tickets and at times we do have to wait until the planners provide feedback."
Yes every task comes with little of wait. But does it mean more than 2 weeks and still no sight of resolution? Does it sound acceptable to you?
You follow up with Vumatel everyday, and they seem to ignore you everyday. Well that's the impression I am getting as you can't tell me anything new other than we are waiting.
Yes every task comes with wait, but also comes with an ETA. What is your ETA?
" We have a dedicated resource who engages with the FNO on any out of SLA service tickets and at times we do have to wait until the planners provide feedback."
Yes every task comes with little of wait. But does it mean more than 2 weeks and still no sight of resolution? Does it sound acceptable to you?
You follow up with Vumatel everyday, and they seem to ignore you everyday. Well that's the impression I am getting as you can't tell me anything new other than we are waiting.
Yes every task comes with wait, but also comes with an ETA. What is your ETA?
MR
Mars R's update30 Jun 2021, 11:52
Reviewer Update
You just told me what you have been telling me since last 2 weeks! Nothing new and I am not one bit surprised!
" We have a dedicated resource who engages with the FNO on any out of SLA service tickets and at times we do have to wait until the planners provide feedback."
Yes every task comes with little of wait. But does it mean more than 2 weeks and still no sight of resolution? Does it sound acceptable to you?
You follow up with Vumatel everyday, and they seem to ignore you everyday. Well that's the impression I am getting as you can't tell me anything new other than we are waiting.
Yes every task comes with wait, but also comes with an ETA. What is your ETA?
" We have a dedicated resource who engages with the FNO on any out of SLA service tickets and at times we do have to wait until the planners provide feedback."
Yes every task comes with little of wait. But does it mean more than 2 weeks and still no sight of resolution? Does it sound acceptable to you?
You follow up with Vumatel everyday, and they seem to ignore you everyday. Well that's the impression I am getting as you can't tell me anything new other than we are waiting.
Yes every task comes with wait, but also comes with an ETA. What is your ETA?
Cool Ideas Service Provider's replyOfficial
30 Jun 2021, 11:55Thank you Saptarshi
as mentioned we are engaging with the Vumatel team who have a backlog, we have reaised this at executive level and its being dealt with, should you require further information please email complaints @ cool ideas . co .za
The Cool Team
as mentioned we are engaging with the Vumatel team who have a backlog, we have reaised this at executive level and its being dealt with, should you require further information please email complaints @ cool ideas . co .za
The Cool Team
Cool Ideas Service Provider's reply30 Jun 2021, 11:55
Official
Thank you Saptarshi
as mentioned we are engaging with the Vumatel team who have a backlog, we have reaised this at executive level and its being dealt with, should you require further information please email complaints @ cool ideas . co .za
The Cool Team
as mentioned we are engaging with the Vumatel team who have a backlog, we have reaised this at executive level and its being dealt with, should you require further information please email complaints @ cool ideas . co .za
The Cool Team
MR
Mars R's updateReviewer Update
30 Jun 2021, 12:06Further information? Why can't you write it here if you have further information?
MR
Mars R's update30 Jun 2021, 12:06
Reviewer Update
Further information? Why can't you write it here if you have further information?
Cool Ideas Service Provider's replyOfficial
24 Aug 2021, 10:16as this is not the correct channel to raise your concerns our complaints team will be happy to discuss further if you email complaints @ cool ideas .c o .z a
Cool Ideas Service Provider's reply24 Aug 2021, 10:16
Official
as this is not the correct channel to raise your concerns our complaints team will be happy to discuss further if you email complaints @ cool ideas .c o .z a