CN
Cassim N
1 reviews | Active since Jul 2011
05 Jun 2024, 09:19
Resolution of Vumatel connectivity
My internet was down for 5 days and Cool Ideas were unable to resolve it with Vumatel within the agreed turnaround time of 72 hours. I eventually contacted Vumatel directly and managed to get the issue resolved myself. Cool Ideas needs to review their ability to get Vumatel to resolve internet connectivity issues within the stipulated timeframe since we have to report issues via our ISP. The only positive was that Cool Ideas phoned me daily to inform me that they were following up with Vumatel but without being able to inform me of the progress being made to resolve the issue.
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Cool Ideas Service Provider's replyOfficial
05 Jun 2024, 14:18Dear Cassim, Thank you for taking the time to share your experience with us. We regret the delays in getting you reconnected and sincerely apologise for the inconvenience caused by the recent downtime you experienced. Our Escalations Team reached out to Vumatel's Service Delivery Manager to have your case prioritised, and we're thrilled to learn that they've restored your connection. We take your concerns very seriously and will discuss them with Vumatel's Management to help improve our services. Your patience and support throughout the ordeal mean a lot to us, thank you. Please don't hesitate to contact us if you require assistance again. Warm Regards, Cool Ideas
Cool Ideas Service Provider's reply05 Jun 2024, 14:18
Official
Dear Cassim, Thank you for taking the time to share your experience with us. We regret the delays in getting you reconnected and sincerely apologise for the inconvenience caused by the recent downtime you experienced. Our Escalations Team reached out to Vumatel's Service Delivery Manager to have your case prioritised, and we're thrilled to learn that they've restored your connection. We take your concerns very seriously and will discuss them with Vumatel's Management to help improve our services. Your patience and support throughout the ordeal mean a lot to us, thank you. Please don't hesitate to contact us if you require assistance again. Warm Regards, Cool Ideas