RS
Robert S
1 reviews | Active since Feb 2013
19 Mar 2021, 17:26
Extremely poor customer service from Cool Ideas fiber
Too many outages. Fri 05 March no connectivity repaired Saturday, lasted 5 days. Friday 12 March no connectivity again. Problem has still not been sorted. Ticket has been "escalated" 4 times now with no feed back unless I call or email. Request for technical manager to phone me has fallen on deaf ears since Tuesday (now Friday). 8 days now fiber connectivity on any device in the home. Cool Ideas attempt to reset 3 times over the phone - did not work. They blaming Vuma, Vuma says they need an order another call by me for update they said manager is "looking into an order", how about placing an order. Extremely poor service several emails, two tickets and too many phone calls with no action.
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Replies (6)RS
Robert S's updateReviewer Update
20 Mar 2021, 11:02Well now another 24hrs after promising to escalate and have a manager contact me. Why did I believe them! I have phoned again 10h50 they close at 15h00 lets see if thay have the decency or any sort of customer service and call back. Not Cool Ideas but FROZEN NO IDEAS.
RS
Robert S's update20 Mar 2021, 11:02
Reviewer Update
Well now another 24hrs after promising to escalate and have a manager contact me. Why did I believe them! I have phoned again 10h50 they close at 15h00 lets see if thay have the decency or any sort of customer service and call back. Not Cool Ideas but FROZEN NO IDEAS.
RS
Robert S's updateReviewer Update
20 Mar 2021, 15:10Cool Ideas logged a new ticket after my phone call this morning. Ticket 646594 at 11h32. As they close at 15h00 and I had not had the requested call from their manager (sadly as expected) I called them at 14h45 only to find that they could not even find the latest ticket on their system. Another promise to escalate to the manager I am likely to sit with no connectivity at least to Tuesday due to public holiday. This will then be 12 days with no service.
RS
Robert S's update20 Mar 2021, 15:10
Reviewer Update
Cool Ideas logged a new ticket after my phone call this morning. Ticket 646594 at 11h32. As they close at 15h00 and I had not had the requested call from their manager (sadly as expected) I called them at 14h45 only to find that they could not even find the latest ticket on their system. Another promise to escalate to the manager I am likely to sit with no connectivity at least to Tuesday due to public holiday. This will then be 12 days with no service.
RS
Robert S's updateReviewer Update
22 Mar 2021, 14:27Another 24hrs still no connectivity. At my own expence I had a technician come to my house and investigate. After 10 days with no solution from Cool Ideas he found the problem in 5 Minutes, yes 5 minutes. Vuma in their wisdom for no reason at all and without any notificatiom had switched my line from isp cool Ideas to isp Mweb. On contacting MWeb they refused to help me and said any request must come from my isp. It is now more than 24 hrs since my technician found the problem and reported it to Cool Ideas. I have phoned them 3 times this morning and asked for a manager to contact me and explain what is being done and when my line will be up. I am still waiting a call!!!! Now 11 days no internet no entertainment no tv NO SERVICE FROM COOL IDEAS. THE WORST CUSTOMER SERVICE IN SOUTHERN AFRICA IF NOT THE WORLD.
RS
Robert S's update22 Mar 2021, 14:27
Reviewer Update
Another 24hrs still no connectivity. At my own expence I had a technician come to my house and investigate. After 10 days with no solution from Cool Ideas he found the problem in 5 Minutes, yes 5 minutes. Vuma in their wisdom for no reason at all and without any notificatiom had switched my line from isp cool Ideas to isp Mweb. On contacting MWeb they refused to help me and said any request must come from my isp. It is now more than 24 hrs since my technician found the problem and reported it to Cool Ideas. I have phoned them 3 times this morning and asked for a manager to contact me and explain what is being done and when my line will be up. I am still waiting a call!!!! Now 11 days no internet no entertainment no tv NO SERVICE FROM COOL IDEAS. THE WORST CUSTOMER SERVICE IN SOUTHERN AFRICA IF NOT THE WORLD.
Cool Ideas Service Provider's replyOfficial
23 Mar 2021, 10:25Good day Robert
We are sorry to hear of this frustration,
upon investitgating we see that the FNO has misunderstood the request and your service has not been configured correctly on their end. a team leader has escalated and we believe he has been in touch with you to provide an update.
we look forward to resolving this matter with you
The Cool Team
We are sorry to hear of this frustration,
upon investitgating we see that the FNO has misunderstood the request and your service has not been configured correctly on their end. a team leader has escalated and we believe he has been in touch with you to provide an update.
we look forward to resolving this matter with you
The Cool Team
Cool Ideas Service Provider's reply23 Mar 2021, 10:25
Official
Good day Robert
We are sorry to hear of this frustration,
upon investitgating we see that the FNO has misunderstood the request and your service has not been configured correctly on their end. a team leader has escalated and we believe he has been in touch with you to provide an update.
we look forward to resolving this matter with you
The Cool Team
We are sorry to hear of this frustration,
upon investitgating we see that the FNO has misunderstood the request and your service has not been configured correctly on their end. a team leader has escalated and we believe he has been in touch with you to provide an update.
we look forward to resolving this matter with you
The Cool Team
RS
Robert S's updateReviewer Update
23 Mar 2021, 14:55Quite correct a team leader did contact me but only after requesting a technical manager to phone me for 8 consecutive days without success. I had to get my own technician to identify the problem and then get the call centre to escalate the reason for my outage before any one called. 12 days outage now waiting for an answer on compensation.
RS
Robert S's update23 Mar 2021, 14:55
Reviewer Update
Quite correct a team leader did contact me but only after requesting a technical manager to phone me for 8 consecutive days without success. I had to get my own technician to identify the problem and then get the call centre to escalate the reason for my outage before any one called. 12 days outage now waiting for an answer on compensation.
Cool Ideas Service Provider's replyOfficial
23 Mar 2021, 15:04Thank you Robert, we are sorry for the delay and we are investigating the escalation process with the fibre line provider as we believ our team escalated accordingly.
shoudl you wish to report any further issues please let us know on complaints @ cool ideas . co .za as all departmental managers are made aware of complaints pertaining to their resepective departments via this email address
The Cool Team
shoudl you wish to report any further issues please let us know on complaints @ cool ideas . co .za as all departmental managers are made aware of complaints pertaining to their resepective departments via this email address
The Cool Team
Cool Ideas Service Provider's reply23 Mar 2021, 15:04
Official
Thank you Robert, we are sorry for the delay and we are investigating the escalation process with the fibre line provider as we believ our team escalated accordingly.
shoudl you wish to report any further issues please let us know on complaints @ cool ideas . co .za as all departmental managers are made aware of complaints pertaining to their resepective departments via this email address
The Cool Team
shoudl you wish to report any further issues please let us know on complaints @ cool ideas . co .za as all departmental managers are made aware of complaints pertaining to their resepective departments via this email address
The Cool Team