PM
Parshnie M
1 reviews | Active since Aug 2021
27 Aug 2021, 06:30
Extremely poor new customer journey - made a payment, and a month later STILL NO SERVICE INSTALLED
***....what's going on with my order... Placed an order on the 27/07/2021. First payment was made to confirm the order and to this date, NOTHING!!!!!! I go on the website and log an inquiry ticket and I get a generic response saying Vumatel technician will be in touch.
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Replies (6)0
Replies (6)
Cool Ideas Service Provider's replyOfficial
27 Aug 2021, 07:23Good day Parshnie
We see this order is sitting with the Vumatel reach team, the feedback for booking an appointment was that they have attempted to contact you twice on the number you provided to no avail, our team will be in touch to confirm your number and manage your expectation
The Cool Team
We see this order is sitting with the Vumatel reach team, the feedback for booking an appointment was that they have attempted to contact you twice on the number you provided to no avail, our team will be in touch to confirm your number and manage your expectation
The Cool Team
Cool Ideas Service Provider's reply27 Aug 2021, 07:23
Official
Good day Parshnie
We see this order is sitting with the Vumatel reach team, the feedback for booking an appointment was that they have attempted to contact you twice on the number you provided to no avail, our team will be in touch to confirm your number and manage your expectation
The Cool Team
We see this order is sitting with the Vumatel reach team, the feedback for booking an appointment was that they have attempted to contact you twice on the number you provided to no avail, our team will be in touch to confirm your number and manage your expectation
The Cool Team
PM
Parshnie M's updateReviewer Update
27 Aug 2021, 07:49That's nonsense. I wasn't contacted at all. Each time I responded to the ticket, I was told by Cool Ideas that I would be contacted by Vumatel...just a generic email going back and forth - not once did anybody from Cool Ideas pick up the phone and give me a call regarding this issue. Nothing escalated on the part of Cool Ideas. They were perfectly fine with just a generic email being sent out. UNTIL TODAY. UNTIL THIS REVIEW. Is this what it takes...and still, I am extremely dissatisfied at the lack of accountability...rep from Cool Ideas calls me and says Vumatel blah blah blah... Cool Ideas playing the blame game...horrible service.
PM
Parshnie M's update27 Aug 2021, 07:49
Reviewer Update
That's nonsense. I wasn't contacted at all. Each time I responded to the ticket, I was told by Cool Ideas that I would be contacted by Vumatel...just a generic email going back and forth - not once did anybody from Cool Ideas pick up the phone and give me a call regarding this issue. Nothing escalated on the part of Cool Ideas. They were perfectly fine with just a generic email being sent out. UNTIL TODAY. UNTIL THIS REVIEW. Is this what it takes...and still, I am extremely dissatisfied at the lack of accountability...rep from Cool Ideas calls me and says Vumatel blah blah blah... Cool Ideas playing the blame game...horrible service.
Cool Ideas Service Provider's replyOfficial
30 Aug 2021, 10:27Hi Parshnie
We have reviewed the history of your ticket on our side and found the events we provided feedback on to be true, we cannot account for the Vumatel side of things however we will raise this with them to ensure this sort of thing is not experienced in future, we are constantly working together to ensure an efficient service is provided.
someone will be in touch with you should your issue not be fully resolved
The Cool Team
We have reviewed the history of your ticket on our side and found the events we provided feedback on to be true, we cannot account for the Vumatel side of things however we will raise this with them to ensure this sort of thing is not experienced in future, we are constantly working together to ensure an efficient service is provided.
someone will be in touch with you should your issue not be fully resolved
The Cool Team
Cool Ideas Service Provider's reply30 Aug 2021, 10:27
Official
Hi Parshnie
We have reviewed the history of your ticket on our side and found the events we provided feedback on to be true, we cannot account for the Vumatel side of things however we will raise this with them to ensure this sort of thing is not experienced in future, we are constantly working together to ensure an efficient service is provided.
someone will be in touch with you should your issue not be fully resolved
The Cool Team
We have reviewed the history of your ticket on our side and found the events we provided feedback on to be true, we cannot account for the Vumatel side of things however we will raise this with them to ensure this sort of thing is not experienced in future, we are constantly working together to ensure an efficient service is provided.
someone will be in touch with you should your issue not be fully resolved
The Cool Team
PM
Parshnie M's updateReviewer Update
01 Sept 2021, 05:08What a load of bs.
ZERO ACCOUNTABILITY ON THE PART OF COOL IDEAS.
And now they're squirming playing the blame game...."events we provided feedback on were true"
Bottom line is order was placed, payment was made, generic email going back and forth. Negatively publicity raised, then that got the ball rolling and then they blame Vumatel and then they allude to, "events we provided feedback on were true"
Go read your reviews Cool Ideas and fix the issues. Stop playing the blame game TAKE ACCOUNTABILITY!!!!!!!
ZERO ACCOUNTABILITY ON THE PART OF COOL IDEAS.
And now they're squirming playing the blame game...."events we provided feedback on were true"
Bottom line is order was placed, payment was made, generic email going back and forth. Negatively publicity raised, then that got the ball rolling and then they blame Vumatel and then they allude to, "events we provided feedback on were true"
Go read your reviews Cool Ideas and fix the issues. Stop playing the blame game TAKE ACCOUNTABILITY!!!!!!!
PM
Parshnie M's update01 Sept 2021, 05:08
Reviewer Update
What a load of bs.
ZERO ACCOUNTABILITY ON THE PART OF COOL IDEAS.
And now they're squirming playing the blame game...."events we provided feedback on were true"
Bottom line is order was placed, payment was made, generic email going back and forth. Negatively publicity raised, then that got the ball rolling and then they blame Vumatel and then they allude to, "events we provided feedback on were true"
Go read your reviews Cool Ideas and fix the issues. Stop playing the blame game TAKE ACCOUNTABILITY!!!!!!!
ZERO ACCOUNTABILITY ON THE PART OF COOL IDEAS.
And now they're squirming playing the blame game...."events we provided feedback on were true"
Bottom line is order was placed, payment was made, generic email going back and forth. Negatively publicity raised, then that got the ball rolling and then they blame Vumatel and then they allude to, "events we provided feedback on were true"
Go read your reviews Cool Ideas and fix the issues. Stop playing the blame game TAKE ACCOUNTABILITY!!!!!!!
PM
Parshnie M's updateReviewer Update
01 Sept 2021, 05:13So...I had a visit from Vumatel 31/08/2022...and I updated my Cool Ideas ticket....and the generic response I got was that activation will take 24 to 48 hours...don't know how this is going to take place when the Vumatel technician told me there would be a further home visit to complete the installation...
Cool Ideas setting the incorrect expectations again via a generic response on their ticketing system.
And then....wait for it.....the blame will be on Vumatel again I guess....
Cool Ideas setting the incorrect expectations again via a generic response on their ticketing system.
And then....wait for it.....the blame will be on Vumatel again I guess....
PM
Parshnie M's update01 Sept 2021, 05:13
Reviewer Update
So...I had a visit from Vumatel 31/08/2022...and I updated my Cool Ideas ticket....and the generic response I got was that activation will take 24 to 48 hours...don't know how this is going to take place when the Vumatel technician told me there would be a further home visit to complete the installation...
Cool Ideas setting the incorrect expectations again via a generic response on their ticketing system.
And then....wait for it.....the blame will be on Vumatel again I guess....
Cool Ideas setting the incorrect expectations again via a generic response on their ticketing system.
And then....wait for it.....the blame will be on Vumatel again I guess....
Cool Ideas Service Provider's replyOfficial
01 Sept 2021, 05:52Hi Parshnie
Please note that we do not mean to frustrate our customers, our teams follow procedure and go off of what information is provided back from the back end staff at Vumatel, if they state the installation is complete within their feedback on the portal we then provide the expected turn around times to our customer.
We do not wish for any inconvenience for our customers and we pride ourselves off being the most transparent ISP in the industry, we are happy to take accountability where its due however in this situation we have followed our internal process and await further confirmation from the fibre line provider.
Should you wish to raise this further you are welcome to email complaints @ cool ideas . co. za
The Cool Team
Please note that we do not mean to frustrate our customers, our teams follow procedure and go off of what information is provided back from the back end staff at Vumatel, if they state the installation is complete within their feedback on the portal we then provide the expected turn around times to our customer.
We do not wish for any inconvenience for our customers and we pride ourselves off being the most transparent ISP in the industry, we are happy to take accountability where its due however in this situation we have followed our internal process and await further confirmation from the fibre line provider.
Should you wish to raise this further you are welcome to email complaints @ cool ideas . co. za
The Cool Team
Cool Ideas Service Provider's reply01 Sept 2021, 05:52
Official
Hi Parshnie
Please note that we do not mean to frustrate our customers, our teams follow procedure and go off of what information is provided back from the back end staff at Vumatel, if they state the installation is complete within their feedback on the portal we then provide the expected turn around times to our customer.
We do not wish for any inconvenience for our customers and we pride ourselves off being the most transparent ISP in the industry, we are happy to take accountability where its due however in this situation we have followed our internal process and await further confirmation from the fibre line provider.
Should you wish to raise this further you are welcome to email complaints @ cool ideas . co. za
The Cool Team
Please note that we do not mean to frustrate our customers, our teams follow procedure and go off of what information is provided back from the back end staff at Vumatel, if they state the installation is complete within their feedback on the portal we then provide the expected turn around times to our customer.
We do not wish for any inconvenience for our customers and we pride ourselves off being the most transparent ISP in the industry, we are happy to take accountability where its due however in this situation we have followed our internal process and await further confirmation from the fibre line provider.
Should you wish to raise this further you are welcome to email complaints @ cool ideas . co. za
The Cool Team