CZ
Carla Z
1 reviews | Active since Oct 2018
23 Apr 2024, 13:26
COOL IDEAS NOT INTERESTED IN THEIR LEVEL OF SERVICE.
Terrible customer service from Cool Ideas. As my service provider, they keep trying to pass the ball to Vumatel. I will be asking for an adjustment on my account at month-end. I am not paying for services never delivered.
Would give them zero stars that was possible
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Replies (3)0
Replies (3)
Cool Ideas Service Provider's replyOfficial
23 Apr 2024, 14:06Hi Carla,
Thank you for sharing your concerns with us, and we sincerely apologize for any inconvenience you may have experienced.
After thoroughly investigating your profile, it appears that the issue you encountered was related to infrastructure managed by Vumatel, the owners of the fibre infrastructure in your area. Upon receiving your report of the issue, our team promptly escalated the matter to Vumatel for resolution, as their expertise is required for such infrastructure-related issues. Please note that Vumatel's standard turnaround times for addressing these matters typically range from 24 to 72 hours.
While we strive to provide uninterrupted service, it's important to acknowledge that unforeseen interruptions can occur with any internet connection, including fibre. Rest assured, our dedicated team of technicians is always on standby to assist you in swiftly restoring your connection should such issues arise.
In light of your feedback, we've escalated your case to our Support Manager for further assistance. You can expect a follow-up call from our team shortly if you haven't already been contacted.
We truly appreciate your patience and understanding in this matter.
Warm Regards,
Cool Ideas
Cool Ideas
Cool Ideas Service Provider's reply23 Apr 2024, 14:06
Official
Hi Carla,
Thank you for sharing your concerns with us, and we sincerely apologize for any inconvenience you may have experienced.
After thoroughly investigating your profile, it appears that the issue you encountered was related to infrastructure managed by Vumatel, the owners of the fibre infrastructure in your area. Upon receiving your report of the issue, our team promptly escalated the matter to Vumatel for resolution, as their expertise is required for such infrastructure-related issues. Please note that Vumatel's standard turnaround times for addressing these matters typically range from 24 to 72 hours.
While we strive to provide uninterrupted service, it's important to acknowledge that unforeseen interruptions can occur with any internet connection, including fibre. Rest assured, our dedicated team of technicians is always on standby to assist you in swiftly restoring your connection should such issues arise.
In light of your feedback, we've escalated your case to our Support Manager for further assistance. You can expect a follow-up call from our team shortly if you haven't already been contacted.
We truly appreciate your patience and understanding in this matter.
Warm Regards,
Cool Ideas
Cool Ideas
CZ
Carla Z's updateReviewer Update
24 Apr 2024, 09:54 COOL-*** Further to my previous review - my line is still off since Sunday evening, so going on for three days now with ABSOLUTELY NO urgency from Cool Ideas to rectify. As previously stated in my e-mails to Cool Ideas, my contract for the service is with Cool Ideas, not Vumatel. The lack of urgency in resolving the issue is probably because my debit order will conveniently be requested at the end of the month, so no loss on Cool Ideas's side irrespective of whether I had the service that I am paying for. All you keep giving me are e-mails promising escalation to Vumatel, but from what I established from your call agent, that means just sending a further e-mail to Vumatel. No one bothered to follow up as to why Vumatel hasn't even bothered with a reply yet. Terrible, terrible service from Cool Ideas.
CZ
Carla Z's update24 Apr 2024, 09:54
Reviewer Update
COOL-*** Further to my previous review - my line is still off since Sunday evening, so going on for three days now with ABSOLUTELY NO urgency from Cool Ideas to rectify. As previously stated in my e-mails to Cool Ideas, my contract for the service is with Cool Ideas, not Vumatel. The lack of urgency in resolving the issue is probably because my debit order will conveniently be requested at the end of the month, so no loss on Cool Ideas's side irrespective of whether I had the service that I am paying for. All you keep giving me are e-mails promising escalation to Vumatel, but from what I established from your call agent, that means just sending a further e-mail to Vumatel. No one bothered to follow up as to why Vumatel hasn't even bothered with a reply yet. Terrible, terrible service from Cool Ideas.
Cool Ideas Service Provider's replyOfficial
24 Apr 2024, 10:31Hi Carla,
Thanks for your ticket reference. Our team will contact you again soon.
Warm Regards,
Cool Ideas
Thanks for your ticket reference. Our team will contact you again soon.
Warm Regards,
Cool Ideas
Cool Ideas Service Provider's reply24 Apr 2024, 10:31
Official
Hi Carla,
Thanks for your ticket reference. Our team will contact you again soon.
Warm Regards,
Cool Ideas
Thanks for your ticket reference. Our team will contact you again soon.
Warm Regards,
Cool Ideas