1 reviews | Active since Mar 2021
Cool Ideas was my baddest idea!
Good Morning,
I have been a client of Cool Ideas for the past 5 months, I was quite happy with there service till Vumatel Reach bought out Mitchell's Fibre. My last voucher expired 23 February and I have been trying to get my fibre reconnected since then with no luck. Firstly, I was could not purchase a new voucher despite following Cool Ideas new instructions. They were only able to assist me with the purchase of a voucher on Thursday 4th March. Apparently they blamed Vumatel Reach and requested them to assist with development issues on there side. Imagine my surprise when I got a call from Vumatel Reach on Friday 5th March to try and arrange fibre installation at my home! I'm already a Client and have fibre installed. On 15 March, I received an e-mail from Cool Ideas requesting proof of payment of the voucher I purchased nearly two weeks prior. I am absolutely disgusted with there service as they are always passing the buck between themselves and Vumatel Reach. Despite numerous calls and e-mails which was copied to *** which apparently goes directly to a Team Leader, I've only received a response today from one, only to advise that my case has been escalated to their service manager at Vumatel Reach and that they'll be in touch as soon as they receive feedback. Pathetic, I've never in all my life received such poor service from any service provider and the fact that they fail to hold themselves accountable for their shortcummings is simply deplorable.
We are sorry to hear of this frustration
We have picked up a trend where a number of our exisisting customers are being captured as new installs on the Vuma reach side by their team, we have gathered your complaint along with a number of other customers and sent this through to our account manager to attend to as this is not something on our system that we have control over.
further to this we are determined to have this resolved to avoid further frustration to our cusotmers. we apologize for any delays but assure you that our team have followed the correct escalation process.
The Cool Team
We are sorry to hear of this frustration
We have picked up a trend where a number of our exisisting customers are being captured as new installs on the Vuma reach side by their team, we have gathered your complaint along with a number of other customers and sent this through to our account manager to attend to as this is not something on our system that we have control over.
further to this we are determined to have this resolved to avoid further frustration to our cusotmers. we apologize for any delays but assure you that our team have followed the correct escalation process.
The Cool Team