MW
Mark W
1 reviews | Active since Aug 2011
03 May 2024, 10:51
Poorest of the Poor service
You did not even deserve that one star. What shocking customer service. Been transfer from one agent to another. 5 e-mails and even more calls. Your Partner Vuma Reach even worse. Simple transaction. Renew monthly voucher. Two days without fibre and not even once an apology. I must work. so, i need to make another plan. I renewed my monthly subscription. I have the sent the proof of payment. It was successful. Cool ideas just issues tickets like they traffic cops. No phones back to give feedback. agents don't know what to do or how to escalate. You have lost me as a customer.
Helpful (0)
Replies (4)0
Replies (4)
Cool Ideas Service Provider's replyOfficial
03 May 2024, 11:21Hi Mark,
Thank you for sharing your feedback with us. We genuinely apologize for any inconvenience you've faced due to the unexpected system issue affecting Vumatel Reach customers.
Rest assured, resolving this matter is of utmost importance to us. Our team has escalated your specific case to ensure you receive timely updates and assistance. Additionally, we've taken the initiative to request a call from our team to discuss your concerns directly.
Please bear with us as we work closely with Vumatel to implement a permanent solution. Your patience and understanding during this process are greatly appreciated.
Warm Regards,
Cool Ideas
Cool Ideas
Cool Ideas Service Provider's reply03 May 2024, 11:21
Official
Hi Mark,
Thank you for sharing your feedback with us. We genuinely apologize for any inconvenience you've faced due to the unexpected system issue affecting Vumatel Reach customers.
Rest assured, resolving this matter is of utmost importance to us. Our team has escalated your specific case to ensure you receive timely updates and assistance. Additionally, we've taken the initiative to request a call from our team to discuss your concerns directly.
Please bear with us as we work closely with Vumatel to implement a permanent solution. Your patience and understanding during this process are greatly appreciated.
Warm Regards,
Cool Ideas
Cool Ideas
MW
Mark W's updateReviewer Update
07 May 2024, 11:16and I am still waiting. 5 days. How many calls/e-mails must i sent to resolve this. Managers, LANA and CARMEN that promised to phone back and dont do it. I am so done. Just waiting on Cool Ideas to release my line so i Can get an ISP that actually cares about customer service
MW
Mark W's update07 May 2024, 11:16
Reviewer Update
and I am still waiting. 5 days. How many calls/e-mails must i sent to resolve this. Managers, LANA and CARMEN that promised to phone back and dont do it. I am so done. Just waiting on Cool Ideas to release my line so i Can get an ISP that actually cares about customer service
Cool Ideas Service Provider's replyOfficial
07 May 2024, 11:55Hi Mark,
Thank you for bringing this to our attention. We've taken your feedback seriously and have escalated your case to our Connect Manager for immediate attention. Our team will be reaching out to you shortly to address your concerns and ensure a satisfactory resolution.
We sincerely apologize for any inconvenience or delay you've experienced. Your satisfaction is our priority, and we are committed to resolving this matter promptly.
Thank you for your patience and understanding.
Best Regards,
The Cool Ideas Team
The Cool Ideas Team
Cool Ideas Service Provider's reply07 May 2024, 11:55
Official
Hi Mark,
Thank you for bringing this to our attention. We've taken your feedback seriously and have escalated your case to our Connect Manager for immediate attention. Our team will be reaching out to you shortly to address your concerns and ensure a satisfactory resolution.
We sincerely apologize for any inconvenience or delay you've experienced. Your satisfaction is our priority, and we are committed to resolving this matter promptly.
Thank you for your patience and understanding.
Best Regards,
The Cool Ideas Team
The Cool Ideas Team
MW
Mark W's updateReviewer Update
07 May 2024, 15:44I just spend 17 minutes and 39 seconds on the phone with Vumatel. An agent Keenan was going to look up my ticket number, but it took him so long after I gave my mobile number, e-mail address, name and surname. The call terminated. 17 minutes of time wasted and still i dont know what is happening. All the effort seems to come from my side. I am now demanding that you guys terminate me from this arrangement and release my line. Keep the 389.00 that you supposedly can't find and was deducted from my bank account. Shall I e-mail the proof of payment? You have no shame in giving such poor service. 6 days I am without fibre and can't do my work. I am now looking at another ISP and is waiting on confirmation that my line has been released and that the ISP can proceed with installation.
MW
Mark W's update07 May 2024, 15:44
Reviewer Update
I just spend 17 minutes and 39 seconds on the phone with Vumatel. An agent Keenan was going to look up my ticket number, but it took him so long after I gave my mobile number, e-mail address, name and surname. The call terminated. 17 minutes of time wasted and still i dont know what is happening. All the effort seems to come from my side. I am now demanding that you guys terminate me from this arrangement and release my line. Keep the 389.00 that you supposedly can't find and was deducted from my bank account. Shall I e-mail the proof of payment? You have no shame in giving such poor service. 6 days I am without fibre and can't do my work. I am now looking at another ISP and is waiting on confirmation that my line has been released and that the ISP can proceed with installation.