JN
James N
1 reviews | Active since Oct 2015
25 Aug 2021, 07:58
Painful Set Up Process
Their process for setting up a new fibre line is a mess. 20 people from their team all ask the same question, on repeat. I asked for my new fibre line to be activated on 31 August, the date we move into the apartment and yet it was activated on 24 August and I was pro rata billed for the days of the month. The fibre provider (in this case Octotel) and Cool Ideas seem unable to communicate with another which leaves the paying customer in an awkward position in the middle, frustrated and saying the same things on repeat like a broken record - which in the end are subject to their constructed limitations.
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Replies (3)
Cool Ideas Service Provider's replyOfficial
25 Aug 2021, 08:09Good day James
We are sorry to hear of this frustration
We understand the request for activation on a certain date however as per the process it would have been communicated that we are not in control of this as we are charged from the time the fibre line provider (Octotel) activate the line. Our teams are in constant contact with the fibre line provider for updates and to ensure the correct information is provided. We will have the team look into the repeating of questions our team are passionate and endeavor to be as thorough as possible.
We thank you for your patience and understanding and we appreciate all feedback provided by our client base
The Cool Team
We are sorry to hear of this frustration
We understand the request for activation on a certain date however as per the process it would have been communicated that we are not in control of this as we are charged from the time the fibre line provider (Octotel) activate the line. Our teams are in constant contact with the fibre line provider for updates and to ensure the correct information is provided. We will have the team look into the repeating of questions our team are passionate and endeavor to be as thorough as possible.
We thank you for your patience and understanding and we appreciate all feedback provided by our client base
The Cool Team
Cool Ideas Service Provider's reply25 Aug 2021, 08:09
Official
Good day James
We are sorry to hear of this frustration
We understand the request for activation on a certain date however as per the process it would have been communicated that we are not in control of this as we are charged from the time the fibre line provider (Octotel) activate the line. Our teams are in constant contact with the fibre line provider for updates and to ensure the correct information is provided. We will have the team look into the repeating of questions our team are passionate and endeavor to be as thorough as possible.
We thank you for your patience and understanding and we appreciate all feedback provided by our client base
The Cool Team
We are sorry to hear of this frustration
We understand the request for activation on a certain date however as per the process it would have been communicated that we are not in control of this as we are charged from the time the fibre line provider (Octotel) activate the line. Our teams are in constant contact with the fibre line provider for updates and to ensure the correct information is provided. We will have the team look into the repeating of questions our team are passionate and endeavor to be as thorough as possible.
We thank you for your patience and understanding and we appreciate all feedback provided by our client base
The Cool Team
JN
James N's updateReviewer Update
25 Aug 2021, 08:21" we are charged from the time the fibre line provider (Octotel) activate the line" I told the teams, both Octotel and Cool Ideas 30 times that this date must be 31 August - not 24 August. "Our teams are in constant contact with the fibre line provider" Cool Ideas and Octotel asked me the same questions.. multiple times each. You guys need to sort out your systems and stop putting pain on the client.
JN
James N's update25 Aug 2021, 08:21
Reviewer Update
" we are charged from the time the fibre line provider (Octotel) activate the line" I told the teams, both Octotel and Cool Ideas 30 times that this date must be 31 August - not 24 August. "Our teams are in constant contact with the fibre line provider" Cool Ideas and Octotel asked me the same questions.. multiple times each. You guys need to sort out your systems and stop putting pain on the client.
Cool Ideas Service Provider's replyOfficial
25 Aug 2021, 08:27Hi James
Our connect team have provided feedback that they confirmed with you if the order should be placed before you moved in and you confirmed we should go ahead,
We have reviewed the information our teams sent to Octotel and we provided them with the correct information, if they asked you the same questions we will engage with them during our next meeting to avoid this sort of thing happening again. we apologize for the frustration experienced
should you experience any further issues with our service feel free to email complaints @ cool ideas. co .za and a departmental manager will be alerted. we take feedback from customers seriously and use it to improve on our services
have a great day further
The Cool Team
Our connect team have provided feedback that they confirmed with you if the order should be placed before you moved in and you confirmed we should go ahead,
We have reviewed the information our teams sent to Octotel and we provided them with the correct information, if they asked you the same questions we will engage with them during our next meeting to avoid this sort of thing happening again. we apologize for the frustration experienced
should you experience any further issues with our service feel free to email complaints @ cool ideas. co .za and a departmental manager will be alerted. we take feedback from customers seriously and use it to improve on our services
have a great day further
The Cool Team
Cool Ideas Service Provider's reply25 Aug 2021, 08:27
Official
Hi James
Our connect team have provided feedback that they confirmed with you if the order should be placed before you moved in and you confirmed we should go ahead,
We have reviewed the information our teams sent to Octotel and we provided them with the correct information, if they asked you the same questions we will engage with them during our next meeting to avoid this sort of thing happening again. we apologize for the frustration experienced
should you experience any further issues with our service feel free to email complaints @ cool ideas. co .za and a departmental manager will be alerted. we take feedback from customers seriously and use it to improve on our services
have a great day further
The Cool Team
Our connect team have provided feedback that they confirmed with you if the order should be placed before you moved in and you confirmed we should go ahead,
We have reviewed the information our teams sent to Octotel and we provided them with the correct information, if they asked you the same questions we will engage with them during our next meeting to avoid this sort of thing happening again. we apologize for the frustration experienced
should you experience any further issues with our service feel free to email complaints @ cool ideas. co .za and a departmental manager will be alerted. we take feedback from customers seriously and use it to improve on our services
have a great day further
The Cool Team