1 reviews | Active since Jul 2011
COOL IDEAS TO GIVE REBATE WHICH IS RIGHTFULLY DUE TO ME !!!!!!!!!!!!!!!!!!!!
I have experienced issues with a dropping fibre line since the date of activation which was on the 10th February 2021. I have had many frustations before this as there was a delay with splicing which had to occur before installation. Cool Ideas has not bothered explaining this to me when I liaised with them with regard to a second line on my property.
The issue with the dropping fibre line got so bad that I eventually complained on the 23rd February 2021. I dealt with Mdu who attempted assisting me. The issue got extremely bad it reached a point where I could not use my internet AT ALL. I then asked to speak to someone in management, namely Dirk Cordier. He was full of promises and sort of helpful in the beginning. After a while he became scarce and started playing the blame game when a solution could not be found. Vumatel blamed Cool Ideas and Cool Ideas Vumatel and so it proceeded for nearly two weeks.
Dirk promised me a rebate for the amount of days I have been inconvenienced for which amounts to 26 days. Kindly note this is a 28 day voucher which had been purchased.
After leaving about 5 messages for him to call me to discuss this rebate as I refuse to buy another voucher until he has confirmed a rebate in voucher days as promised he just avoids my calls and ignores my messages. Their accounts team does not respond to tickets logged on the customer portal. Not one of them returns calls or responds to emails etc. When I attempt to reach out via Facebook the person on their social media page refuses to assist.
Cool Ideas as now deleted the ticket (#COOL-***) relating to this complaint from my customer portal and refuses to rebate my voucher days as promised! I do however have ALL communication on email and will be pleased to forward this to you should you require it. Their landline number now does not exist. ***.
Mdu has confirmed with me telephonically that the incorrect modem serial number had been entered onto my profile hence the dropping line. Spoke to Vuma to address they blame Cool Ideas and Cool Ideas refuse to advise who was at fault. The fact here remains Dirk Cordier from Cool Ideas had made a commitment to rebate my voucher days once the case / ticket has been resolved.
This is not fair to me as a customer at all! They Cool Idea are violating the CPA and should be dealt with accordingly. This has been reported to ICASA as well!!!
We are sorry to hear of this frustration
We have had the team investigate the sequence of events and can confirm that the issue is not on the Cool Ideas side, if there was an issue on our end then all of our customers within your area would experience slow speeds and this is not the case. we have engaged wtih the senior members at Vuma reach on your behalf to try and localize the issue and find out what the problem might be, they have not provided any proof that the issue is on our end as we are still working together with them to find the issue. what might have happened is you spoke with a tier 1 staff member on their end who saw the status was set to active and the details look to be in order however your experience is otherwise and thus they sent the blame our way.
Further to this we have requested a refund for the downtime and it is currently sitting with our accounts team to process. we have no intention to frustrate our customers or mislead them. if the issue was on our end then the support team would have resolved this by now.
We welcome any complaints to ourselves or ICASA and will deal with them as they come in as we are and always will be transparent and honest with our customers
The Cool Team
We are sorry to hear of this frustration
We have had the team investigate the sequence of events and can confirm that the issue is not on the Cool Ideas side, if there was an issue on our end then all of our customers within your area would experience slow speeds and this is not the case. we have engaged wtih the senior members at Vuma reach on your behalf to try and localize the issue and find out what the problem might be, they have not provided any proof that the issue is on our end as we are still working together with them to find the issue. what might have happened is you spoke with a tier 1 staff member on their end who saw the status was set to active and the details look to be in order however your experience is otherwise and thus they sent the blame our way.
Further to this we have requested a refund for the downtime and it is currently sitting with our accounts team to process. we have no intention to frustrate our customers or mislead them. if the issue was on our end then the support team would have resolved this by now.
We welcome any complaints to ourselves or ICASA and will deal with them as they come in as we are and always will be transparent and honest with our customers
The Cool Team
It was terrible being the sitting duck while my two service providers engaged in a finger pointing match for almost 3 weeks instead of assisting me as their customer. You are a bunch of ******* and would not recommend you get your ducks in a row before addressing this matter with me. I have already handed this matter over to ICASA!
It was terrible being the sitting duck while my two service providers engaged in a finger pointing match for almost 3 weeks instead of assisting me as their customer. You are a bunch of ******* and would not recommend you get your ducks in a row before addressing this matter with me. I have already handed this matter over to ICASA!
We do not capture Serial Numbers, we provide the data portion of the deal, the reason for the delay in response was an internal investigation through all the tickets and with all the individuals you spoke with in order to get all sides of the story.
again we are not here to frustrate our customers we work each day to improve on our service and if we have failed you we apologize and will work to improve on this. we are sorry to see you go.
The Cool Team
We do not capture Serial Numbers, we provide the data portion of the deal, the reason for the delay in response was an internal investigation through all the tickets and with all the individuals you spoke with in order to get all sides of the story.
again we are not here to frustrate our customers we work each day to improve on our service and if we have failed you we apologize and will work to improve on this. we are sorry to see you go.
The Cool Team
The fact that I went from pillar to post within your organisation was uncool. I am extremely upset about this whole issue. I would have remained with Cool ideas but you guys need to up your customer service and give people an option for debit order also get a team who are committed to seeing something through to the end. Dirk Cordier was also why I left as he is someone who cannot stand constructive criticism.
The fact that I went from pillar to post within your organisation was uncool. I am extremely upset about this whole issue. I would have remained with Cool ideas but you guys need to up your customer service and give people an option for debit order also get a team who are committed to seeing something through to the end. Dirk Cordier was also why I left as he is someone who cannot stand constructive criticism.