CP
Craig P
1 reviews | Active since Apr 2014
30 Jan 2021, 20:32
Pathetic service when needed the most!!
I called this company before 13:00pm today to report i dont have wifi connection. I spoke to Edzisani who took me through pretty basic troubleshooting steps that was of absolute no help. Note today was the day that we planned to have a gender reveal virtually from our house for our incumbent baby. So we really needed wifi working today.
The consultant then said he will escalate the issue and someone will call me back. It's 20:30 and noone called and we still don't have wifi.
Today of all days. What pathetic service!!!!!!! Please cancel my subscription with immediate effect.
Craig
Helpful (0)
Replies (5)0
Replies (5)
Cool Ideas Service Provider's replyOfficial
01 Feb 2021, 10:25Good day Craig
we apologize for the frustration experienced
we believe this was attended to by Sunday morning and a new replacement rouer is headed out to you today. we do apologize for the way your situation transpired. the departmental manager is having a word with the guilty party who failed to call you back and assist via telephone call with an update. this is not usually how our support team works and we will be sure to avoid this going forward
should you not make any progress through the normal channels in future you are welcome to email complaints @ cool ideas . co . za and all relevant supervisors are alerted to this.
The Cool Team
we apologize for the frustration experienced
we believe this was attended to by Sunday morning and a new replacement rouer is headed out to you today. we do apologize for the way your situation transpired. the departmental manager is having a word with the guilty party who failed to call you back and assist via telephone call with an update. this is not usually how our support team works and we will be sure to avoid this going forward
should you not make any progress through the normal channels in future you are welcome to email complaints @ cool ideas . co . za and all relevant supervisors are alerted to this.
The Cool Team
Cool Ideas Service Provider's reply01 Feb 2021, 10:25
Official
Good day Craig
we apologize for the frustration experienced
we believe this was attended to by Sunday morning and a new replacement rouer is headed out to you today. we do apologize for the way your situation transpired. the departmental manager is having a word with the guilty party who failed to call you back and assist via telephone call with an update. this is not usually how our support team works and we will be sure to avoid this going forward
should you not make any progress through the normal channels in future you are welcome to email complaints @ cool ideas . co . za and all relevant supervisors are alerted to this.
The Cool Team
we apologize for the frustration experienced
we believe this was attended to by Sunday morning and a new replacement rouer is headed out to you today. we do apologize for the way your situation transpired. the departmental manager is having a word with the guilty party who failed to call you back and assist via telephone call with an update. this is not usually how our support team works and we will be sure to avoid this going forward
should you not make any progress through the normal channels in future you are welcome to email complaints @ cool ideas . co . za and all relevant supervisors are alerted to this.
The Cool Team
CP
Craig P's updateReviewer Update
02 Feb 2021, 16:15Its Tuesday and I still don't have the router. Someone called this morning to confirm my address but I heard nothing after that. The poor service continues.
CP
Craig P's update02 Feb 2021, 16:15
Reviewer Update
Its Tuesday and I still don't have the router. Someone called this morning to confirm my address but I heard nothing after that. The poor service continues.
CP
Craig P's updateReviewer Update
02 Feb 2021, 20:05So at 16:49 Rose called me to say her manager authorised delivery of the router for tonight after their failure to deliver on their commitment. She also said I can call the call centre after hours to speak to her if they don't come. I just called again, and was told that this department closes at 5. What the hell!!!!!!!! Why would you say I can call you if you not available? I hope you record calls!!!! What kind of service is this!!! The 1st time I need anything from you and you've failed dismissaly!!!!!!
CP
Craig P's update02 Feb 2021, 20:05
Reviewer Update
So at 16:49 Rose called me to say her manager authorised delivery of the router for tonight after their failure to deliver on their commitment. She also said I can call the call centre after hours to speak to her if they don't come. I just called again, and was told that this department closes at 5. What the hell!!!!!!!! Why would you say I can call you if you not available? I hope you record calls!!!! What kind of service is this!!! The 1st time I need anything from you and you've failed dismissaly!!!!!!
CP
Craig P's updateReviewer Update
02 Feb 2021, 20:08Correction, she called at 16:49
CP
Craig P's update02 Feb 2021, 20:08
Reviewer Update
Correction, she called at 16:49
Cool Ideas Service Provider's replyOfficial
03 Feb 2021, 08:26Hi Craig
our sincerest apologies we are having the department head look into the situation and a supervisor will be in touch during the course of this morning to discuss the way forward.
we will also review the call recording and take action internally to avoid this sort of thing from happening again
The Cool Team
our sincerest apologies we are having the department head look into the situation and a supervisor will be in touch during the course of this morning to discuss the way forward.
we will also review the call recording and take action internally to avoid this sort of thing from happening again
The Cool Team
Cool Ideas Service Provider's reply03 Feb 2021, 08:26
Official
Hi Craig
our sincerest apologies we are having the department head look into the situation and a supervisor will be in touch during the course of this morning to discuss the way forward.
we will also review the call recording and take action internally to avoid this sort of thing from happening again
The Cool Team
our sincerest apologies we are having the department head look into the situation and a supervisor will be in touch during the course of this morning to discuss the way forward.
we will also review the call recording and take action internally to avoid this sort of thing from happening again
The Cool Team