hG
hen G
1 reviews | Active since Apr 2013
05 Apr 2024, 18:45
Just another mediocre frustration
My experience with Cool Ideas cannot be fully described in this review or it is likely not to be allowed to be published. So let me just say. Customer service is plastic, vague and generic. Service delivery is slow to non existent. I was told more than 48 hours ago it takes 24 to 48 hours to activate a line. My line is still not active and due to their office hours and seemingly no after hours support system I will have to wait for Monday to follow up and hope I don't get another generic and vague reply from them. Apparently they cannot find my address. Open a map folks how hard can it be?
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Cool Ideas Service Provider's replyOfficial
08 Apr 2024, 14:30Dear Hen,
We sincerely apologize for the inconvenience you've experienced due to the delays in activating your new line. Your feedback is important to us, and we understand the frustration this may have caused.
We have been in contact with Evotel (the fibre provider available in your area), and they have informed us that your address was not available on their order map. As a result, they will manually add it to their systems to expedite the process of placing an order for you. We have escalated your case to the Evotel Service Delivery Manager to ensure a swift resolution and to get you connected as soon as possible. Our dedicated Connect team will keep you informed at every step of the process.
To assist you further, here are the operating hours for our different departments:
We truly appreciate your patience and understanding as we work to resolve this issue. Your satisfaction is our top priority, and we are committed to ensuring a positive experience for you.
If you have any further questions or require additional assistance, please feel free to contact us at *** or call us at ***. We are here to support you in any way we can.
Warm Regards,
Cool Ideas Connect Team
We sincerely apologize for the inconvenience you've experienced due to the delays in activating your new line. Your feedback is important to us, and we understand the frustration this may have caused.
We have been in contact with Evotel (the fibre provider available in your area), and they have informed us that your address was not available on their order map. As a result, they will manually add it to their systems to expedite the process of placing an order for you. We have escalated your case to the Evotel Service Delivery Manager to ensure a swift resolution and to get you connected as soon as possible. Our dedicated Connect team will keep you informed at every step of the process.
To assist you further, here are the operating hours for our different departments:
- Connect: 08:00 - 17:00 (Mon - Fri); 09:00 - 15:00 (Sat & Public Holidays)
- Billing: 08:00 - 17:00 (Mon - Fri)
- Support: 08:00 - 20:00 (Mon - Fri); 09:00 - 15:00 (Weekends & Public Holidays)
We truly appreciate your patience and understanding as we work to resolve this issue. Your satisfaction is our top priority, and we are committed to ensuring a positive experience for you.
If you have any further questions or require additional assistance, please feel free to contact us at *** or call us at ***. We are here to support you in any way we can.
Warm Regards,
Cool Ideas Connect Team
Cool Ideas Service Provider's reply08 Apr 2024, 14:30
Official
Dear Hen,
We sincerely apologize for the inconvenience you've experienced due to the delays in activating your new line. Your feedback is important to us, and we understand the frustration this may have caused.
We have been in contact with Evotel (the fibre provider available in your area), and they have informed us that your address was not available on their order map. As a result, they will manually add it to their systems to expedite the process of placing an order for you. We have escalated your case to the Evotel Service Delivery Manager to ensure a swift resolution and to get you connected as soon as possible. Our dedicated Connect team will keep you informed at every step of the process.
To assist you further, here are the operating hours for our different departments:
We truly appreciate your patience and understanding as we work to resolve this issue. Your satisfaction is our top priority, and we are committed to ensuring a positive experience for you.
If you have any further questions or require additional assistance, please feel free to contact us at *** or call us at ***. We are here to support you in any way we can.
Warm Regards,
Cool Ideas Connect Team
We sincerely apologize for the inconvenience you've experienced due to the delays in activating your new line. Your feedback is important to us, and we understand the frustration this may have caused.
We have been in contact with Evotel (the fibre provider available in your area), and they have informed us that your address was not available on their order map. As a result, they will manually add it to their systems to expedite the process of placing an order for you. We have escalated your case to the Evotel Service Delivery Manager to ensure a swift resolution and to get you connected as soon as possible. Our dedicated Connect team will keep you informed at every step of the process.
To assist you further, here are the operating hours for our different departments:
- Connect: 08:00 - 17:00 (Mon - Fri); 09:00 - 15:00 (Sat & Public Holidays)
- Billing: 08:00 - 17:00 (Mon - Fri)
- Support: 08:00 - 20:00 (Mon - Fri); 09:00 - 15:00 (Weekends & Public Holidays)
We truly appreciate your patience and understanding as we work to resolve this issue. Your satisfaction is our top priority, and we are committed to ensuring a positive experience for you.
If you have any further questions or require additional assistance, please feel free to contact us at *** or call us at ***. We are here to support you in any way we can.
Warm Regards,
Cool Ideas Connect Team