Not so Cool Idea.

?

I have taken the matter up with SA consumer complaints to assist to take the matter up with the Consumer Protection Act.

Based on the reviews on Hello Peter, The -73 NPS (Net Promotor Score), the lack of response from Cool Ideas on this platform, and the queries made to them. I hope I can serve as an example of why it is so important to check company reviews on Hello Peter before signing a 24month contract with a company that does not honor what they advertise and will hold you liable for their mistakes.

My advice, If you are looking for a fiber avoid Cool Ideas at all costs (or it will end up costing you more than intended) and rather go with a 5G connection (if you have it available in your area ) that will deliver the same speeds if not more. (48 hr delivery and connection) or make sure you do proper research for a reputable ISP that does not make up their own rules and ignore the Consumer Protection Act for their own gain.

"Hi

My Compliant against Cool Ideas ISP.

I app**** for a Cool Ideas Fibre contract (with R0 installation/connection fee through Vumatel on the Hippo.co.za website in June and received a confirmation that states Installation is R0.

After Cool ideas returned and asked to fill in their application form. Where the question was asked if I have an existing fiber connection which I confirmed yes and provided them with the information and pics required.

A week and a half later after not hearing from Cool Ideas, I did a follow-up call to find out what's happening. They ask me to submit more pics of the ONT (the box that connects to the Fibre cable) and they came back informing me that my box is not compatible with their fiber and that they have arranged with Vumatel to install the correct unit at my house.

Once the unit was installed I had to follow up with them for another 7 days to get my Fiber connection activated. During this period I was informed that they activated the wrong line with Open Serve and not Vumatel. a couple of days later, this was rectified.

After the service was activated, I received an Installation fee bill from Cool Ideas of R1750. When I question why they charging me an installation fee when their advert stated R0 installation fee (They did not charge me for a connection fee as advertised), they initially kept on responding that Vumatel has an installation fee. It took me a number of calls and written queries for them to acknowledge that my order did state the R0 installation fee. To which they acknowledge that they made a mistake in advertising and that they will get it rectified, but that I am still responsible for the installation fee.

Their reason for this is that after I placed my order I stated that I had an existing Fiber installation and because they had to install a new one they charging me for installation.

The problem with their response is that when I noticed their advert and placed an order to get their Cool ideas Fiber contract with R0 installation fee there were no prerequisites that I had to have an existing fiber connection to qualify for the R0 installation. Based on the advert on hippo.co.za the installation was Free (R0) (no T&C stating that this offer was based on an existing installation)

For all intent and purposes, any reasonable person that read the advert would have read that was stated. Cool ideas did not charge an installation fee.

Their advert has been updated in the meantime to reflect the R1750 installation fee. They admitted to making an error in advertising but they refused to honor the deal that they have advertised and what I ordered from them in June.

I informed them due to false advertising that I would like to cancel, whereby they informed me that I still am still liable for the installation fee and calender month service fees. They forcing me to pay for an installation fee which they have advertised as free (R0) whether I stay with them or not.

Please assist as I am not getting anywhere with Cool Ideas. Their supervisors are never available, always responding with the same type of response that Vumatel has an installation fee and invoices with warnings that if I don't pay the installation fee that my service will be suspended.
They made the error in advertising and now they holding me liable for an R1750 installation fee that was not part of the deal."

Hi Cool Ideas
Thank you for replying.
Its all great what you stating. It does not change the fact that you advertised your installation fee as R0. Please refer to the multiple e-mails and replies to Ticket #COOL-***.
On the hippo.co.za Your offer for a 50mbps/ 50mbps came with R0 installation fee and was also confirmed in an email when I placed the order.

As per a reply from your representatives on the same ticket on the 6/08/2020. An apology was sent for advertising the incorrect information. Still no offer was made to honor the deal that was advertised. Instead, I was asked if I would like to proceed? Proceed with what? The installation has already been done and my first montly service fee has already been deducted. I am already your client. So where to should I proceed too?

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Hi Cool Ideas

This is a matter of principle. Whether Cool Ideas or Hippo.co.za made an error in your advertising, the onus to honor what you have advertised lies on you Cool Ideas. My decision to take up a contract with COOL IDEAS was based on what was displayed in your offer on Hippo.co.za and confirmed in the order confirmation I received after I accepted that offer. I was only informed of the R1750 installation fee after the installation was done.

When Initially chose to go with Cool Ideas, I was under the impression that I was joining an ISP that with the times, will offer me great service and provide me with the internet service I require. The fact that you advertised the R0 installation fee was a bonus. I was happy to inform my fellow work colleagues that I have joined Cool Ideas and that they should check out your deals on Hippo.co.za. Then I had to go through the drama with following up to get an application, then further delay with activation, then even further delay for installation and once installed a further delay to get it connected and now this where you want an installation fee where it was not stated, to begin with. Then I have your consultants informing me that their supervisor will call me back but never do so, with the added monotone reply on this ticket that Vumatel has an installation fee, has lead me to a level of frustration that I have not experienced before.

Have you not read my replies with the proof that the initial offer stated R0 installation fee or are you just simply ignoring it to save a measly R1750. The fact that I had to take it to a public forum such as Hello Peter, Facebook, etc just to get your attention is disgusting. Up to this point, I never have laid a Hello Peter complaint in my life? Are you aware that you ranked 34# in ISP on Hello Peter, Are you aware that you have an NPS (Net Promotor Score) of -73 out of 543 reviews. Do actually know what an NPS is and what it means for your business? (Promoter Rating of 10 to 9 = 100 points, Passive Rating of 8 to 7 =0 points and Detractor Ratings 6 and below = -100. When you add all those scores together and divide them by the number of reviews you received you get an NPS rating. Your NPS of -74 lies in what is generally called in the industry as a ********* level. What that means is that you have a lot more clients bad-mouthing Cool ideas compare to the few that are promoting your business.). In the industry that I work in customer service comes first and if an error was made on our side we own that error and honor our committed to the customer regardless of the slight loss. We are aware of what the long term effects are when providing good customer service (Customer service means that you provide a great service by creating trust by honoring your commitments.) it means more growth and profits. The opposite leads to more marketing expenses with fewer customers joining your ISP and even fewer staying after their contract has expired with you.

If you really care about your business, start paying attention to what you are advertising, whether on your website or 3rd party aggregators. if a mistake was made, own it, fix it and honor that commitment to the customer that was affected by it. Stop blaming your customer or 3rd parties for mistakes that you are ultimately still responsible for. It's your job to review whats advertised on behalf of Cool ideas. It's your job to address any concerns or listen to complaints that your customers might have and to ensure you make the adjustment to your business to address flaws identified and to maintain a high level of integrity while doing it. Do that and you will receive fewer complaints, your NPS rating will grow into the promoter zone (anything above 10 NPS) which means more customers will flock to Cool Ideas instead of your competitors. (FIbre or 5G ISP's)

Do I need to spell it out for you, If you continue with the type of service you are providing and avoid any responsibilities for errors made by you or on your behalf, there will be no Cool Ideas to speak off within the next 3 years?

I would like to get this matter resolved and end the online public ranting. Just honor what you have advertised and the offer that I app**** for with the R0 installation fee.

Cool ideas have rep**** to this response and decided to honor their commitment.

Its a step in the right direction. Thank you Cool Ideas for coming to the party.
I truly hope that we can continue the next 23 months while I'm contracted with you without any further hassles.

Now that's great news for clients who received poor service.

I have noticed that the installation fee of R1750 is still on my name, can you please remove it from my name as per your own agreement.

Your assistance is appreciated

Regards

Henk