1 reviews | Active since Jul 2021
Cool Ideas service shocking
“It is pivotal for us to make sure we keep our customers happy, give them the best service, and give them a great Cool Ideas experience,” Jooste said. - This was NOT my experience, after ordering a premium line (1000/100 ) from Cool Ideas on 22 June 2021 I got a mail stating my line will be migrated in 24-48 hours, after several mails and only a reply when I mailed them i finally got deaparate and logged a complaint at Vuma on the 30th - 8 days later still with no joy. Eventually after trying what I can from my side on the 3rd of July I asked for anyone from Cool Ideas to phone me before cob or I will be forced to look at someone else as an isp, next day and still no call so I cancelled, and this is the reply On the 5th -13 Days after my order date: "Good day
Thank you so much for confirming your cancellation
We are so sorry to see you go, however I have requested the cancellation of your order with Vumatel.
Please let us know if there is anything else we can assist you with, and Have a great day further!
Kind regards Nasreen" Mr Jooste (Cool Ideas) is THIS the Customer satisfaction you are referring to?? More like "How to lose a client in 2 weeks 101"
Edit: And surprise surprise, they did not cancel my line with Vumatel as they confirmed and promised...
We are sorry to hear of this frustration
Upon investigating we see that the line was being held by the previous ISP who failed to release this to the fibre provider which would allow us to take over the line. we sent your proof of address as per the process and continued to follow up even escalating to our service delivery manager at the FNO (Fibre Network Operator) to no avail
We are currently addressing the release of the fibre line within an acceptable time with the FNO and our account manager to ensure that other ISPs release the line in a timeous manner, we value all of our customers and strive for efficiency however in some cases the matter is not in our control and is something we require the fibre line provider to assist with
The Cool Team
We are sorry to hear of this frustration
Upon investigating we see that the line was being held by the previous ISP who failed to release this to the fibre provider which would allow us to take over the line. we sent your proof of address as per the process and continued to follow up even escalating to our service delivery manager at the FNO (Fibre Network Operator) to no avail
We are currently addressing the release of the fibre line within an acceptable time with the FNO and our account manager to ensure that other ISPs release the line in a timeous manner, we value all of our customers and strive for efficiency however in some cases the matter is not in our control and is something we require the fibre line provider to assist with
The Cool Team