NS
Nicci S
1 reviews | Active since Nov 2011
23 Mar 2021, 16:07
Cool Ideas - Not cool and no ideas
Cool Ideas......they are neither cool nor do they have any ideas!!!
I have spent 5 days without connectivity after moving into a new house and being reassured by Cool Ideas that everything would be just fine when I moved in.....just plug your router in and you will be good to go. NOT!!!! I started the process a full month before my move in anticipation of problems. Logging a call is also not as easy as they would like you to believe.....one call in particular was over an hour long with the best part....being moved down in the automated queue from caller #2 to caller #3. No manager's to assist and a general lack of interest coupled with the cop out of blaming the fibre provider..........SHOCKING!!!!!!!!
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Cool Ideas Service Provider's replyOfficial
24 Mar 2021, 06:12Good day Nicci
We are sorry to hear of this frustration
We believe our team leader has been keeping you updated on your case throughout the day yesterday and explained where the issue is with the FNO (Fibre Network Operator) we have initiated the escalation process and requested urgency on your matter already. We see that there is a cross patch situation on your line which the FNO needs to attend to and which we attempted to log but received an error message (this has also already been reported to the account manager) our team are equally frustrated and we assure you we do not want this for any of our customers.
We are pushing for a resolution and the team leader that has been in touch with you throughout yesterday will continue to provide you with updates as they come to us from the FNO
We have also requested a review on the call holding queue as you reported above as we have not had any long hold times but will look into the history of your call log and ensure it wasnt during an outage of some sort where calls might fluctuate.
if you have any further complaints you are welcome to send them to complaints @ cool ideas. co .za so that our team of managers can review any future issues and resolve them for you
The Cool Team
We are sorry to hear of this frustration
We believe our team leader has been keeping you updated on your case throughout the day yesterday and explained where the issue is with the FNO (Fibre Network Operator) we have initiated the escalation process and requested urgency on your matter already. We see that there is a cross patch situation on your line which the FNO needs to attend to and which we attempted to log but received an error message (this has also already been reported to the account manager) our team are equally frustrated and we assure you we do not want this for any of our customers.
We are pushing for a resolution and the team leader that has been in touch with you throughout yesterday will continue to provide you with updates as they come to us from the FNO
We have also requested a review on the call holding queue as you reported above as we have not had any long hold times but will look into the history of your call log and ensure it wasnt during an outage of some sort where calls might fluctuate.
if you have any further complaints you are welcome to send them to complaints @ cool ideas. co .za so that our team of managers can review any future issues and resolve them for you
The Cool Team
Cool Ideas Service Provider's reply24 Mar 2021, 06:12
Official
Good day Nicci
We are sorry to hear of this frustration
We believe our team leader has been keeping you updated on your case throughout the day yesterday and explained where the issue is with the FNO (Fibre Network Operator) we have initiated the escalation process and requested urgency on your matter already. We see that there is a cross patch situation on your line which the FNO needs to attend to and which we attempted to log but received an error message (this has also already been reported to the account manager) our team are equally frustrated and we assure you we do not want this for any of our customers.
We are pushing for a resolution and the team leader that has been in touch with you throughout yesterday will continue to provide you with updates as they come to us from the FNO
We have also requested a review on the call holding queue as you reported above as we have not had any long hold times but will look into the history of your call log and ensure it wasnt during an outage of some sort where calls might fluctuate.
if you have any further complaints you are welcome to send them to complaints @ cool ideas. co .za so that our team of managers can review any future issues and resolve them for you
The Cool Team
We are sorry to hear of this frustration
We believe our team leader has been keeping you updated on your case throughout the day yesterday and explained where the issue is with the FNO (Fibre Network Operator) we have initiated the escalation process and requested urgency on your matter already. We see that there is a cross patch situation on your line which the FNO needs to attend to and which we attempted to log but received an error message (this has also already been reported to the account manager) our team are equally frustrated and we assure you we do not want this for any of our customers.
We are pushing for a resolution and the team leader that has been in touch with you throughout yesterday will continue to provide you with updates as they come to us from the FNO
We have also requested a review on the call holding queue as you reported above as we have not had any long hold times but will look into the history of your call log and ensure it wasnt during an outage of some sort where calls might fluctuate.
if you have any further complaints you are welcome to send them to complaints @ cool ideas. co .za so that our team of managers can review any future issues and resolve them for you
The Cool Team