1 reviews | Active since Jul 2014
Good customer service experience - NOT
They call themselves a "service provider" not at all. I've dealt/dealing with service providers who provide exceptional service. Cool Ideas is not one! Instead Tarrin and Brett patronize their already unhappy customer by slapping terms and conditions on them. I've already written a review 2 weeks ago on this forum. I am a new customer 1 month later still fighting for credits that are due to me and my company. I received a pro-rata invoice and was immediately requested to pay for it. I was not active on both Openserve and Cool Idea platforms,I never took ownership of the router as that was also a delay. However, demands for payment on the pro-rata was continuously sent. Line was only active and usable on the 23rd July. But I was charged from the 12th-30th July. I am now sending numerous emails regarding the credit even being laughed on the call by Brett from the billings team. Unprofessional behavior will not be tolerated and I dropped the call on his ear. Tarrin stated I had threatened yet no where on my emails did I mention a threat. This is not a service provider but ****s. They do not make their customers their priority instead push the blame on Openserve. No ethics, do they not know never name blame another vendor for what goes wrong, instead resolve the issue. I chose them as my provider yet they clearly couldn't care less yet state they bent over backwards to get me active - utter nonsense. . It's not April fools day do not treat customers as if they are, especially if we are paying for something. Something that never worked from date of inception. The last statement from Tarrin was if I am unhappy I should look up a cancellation on their website and I can take the matter further. If you looking to be treated with respect this isn't your go to company. This is how they go the extra mile.Clearly, they do not take customer complaints seriously and that is why customers will never return. Me being one of them. Word of mouth is very bad advertising. Provide me with my credit and I will move along with life. I never asked for vomit I asked for a simple fair credit.
We are sorry to hear of this frustration
As per the discussion with our billing team we have a process in which we need to apply for the downtime you experienced and once we receive the credit note from the Fibre Line Provider (openserve in this scenario) we can then proceed with providing the credit note. our system is set up to be autonomous and thus and outstanding fee's will be flagged and the system will automatically notify you and then suspend once a certain time passes.
Our team has explained this portion to you and we understand that you are needing to submit your bill to your company, we however need to wait for the credit note from the FLP and in the meanwhile we require the account paid to avoid auto suspension and we will ensure you receive the necessary documents you require.
We apologize for the frustration and will raise the various concerns with the department heads of each department mentioned for their attention and should someone be found guilty of unprofessional behavior we will take the necessary action internally.
The Cool Team
We are sorry to hear of this frustration
As per the discussion with our billing team we have a process in which we need to apply for the downtime you experienced and once we receive the credit note from the Fibre Line Provider (openserve in this scenario) we can then proceed with providing the credit note. our system is set up to be autonomous and thus and outstanding fee's will be flagged and the system will automatically notify you and then suspend once a certain time passes.
Our team has explained this portion to you and we understand that you are needing to submit your bill to your company, we however need to wait for the credit note from the FLP and in the meanwhile we require the account paid to avoid auto suspension and we will ensure you receive the necessary documents you require.
We apologize for the frustration and will raise the various concerns with the department heads of each department mentioned for their attention and should someone be found guilty of unprofessional behavior we will take the necessary action internally.
The Cool Team