PN
Pooven N
1 reviews | Active since Dec 2018
17 May 2024, 12:35
Service Nightmare: COOL IDEAS SERVICE PROVIDER Outage Leaves Me Disconnected
I am writing to express my extreme dissatisfaction with the recent service disruption I have been experiencing since May 14th, 2024. Despite being a loyal customer for several years, I have encountered significant delays and a lack of progress in resolving the issue. My concerns include: Limited communication: I have received numerous automated emails with the same message offering a resolution within 24-72 hours. However, it has now been four days, and the problem persists. Unrealistic timelines: An on-site visit was promised on May 14th, but there seems to be difficulty scheduling a technician. Unsatisfactory escalation process: While escalation analysts acknowledge the delay, they are unable to provide a concrete timeframe for a Field Network Operations (FNO) technician's arrival. Lack of executive response: My attempt to reach out to CEO Mr. Andre Jooste directly has also been unsuccessful. As a result of this disruption, I have been unable to work for several days, causing significant inconvenience. Additionally, I have incurred extra cellphone charges due to hot-spotting for internet access. I expect a swift and effective resolution to this issue. Please provide a clear timeline for when the service will be restored and a technician will be dispatched. I would also appreciate a response from Mr. Jooste or another senior representative regarding the steps being taken to address this situation. Following service restoration, I will be strongly considering canceling my service due to the unacceptable level of service received. I expect compensation for the extra cellphone charges incurred during the outage.
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Replies (12)0
Replies (12)
Cool Ideas Service Provider's replyOfficial
17 May 2024, 13:52Hi Pooven,
I want to extend my sincerest apologies for the frustration and inconvenience you've experienced due to the service disruption. Your feedback is invaluable, and we're committed to resolving this issue promptly.
Rest assured, we've escalated the matter to our team of experts and are actively working with our Fibre Line Provider to expedite a solution. Your satisfaction is our top priority, and we're dedicated to restoring your service to its full functionality as quickly as possible.
If you haven't heard from us already, expect a call shortly with updates on the situation. Please know that we're here to assist you every step of the way, and your concerns are being taken seriously.
Thank you for your patience and understanding as we work to make things right. Should you have any further questions or concerns, please don't hesitate to reach out. We're here to help.
Warm regards,
Cool Ideas
Cool Ideas
Cool Ideas Service Provider's reply17 May 2024, 13:52
Official
Hi Pooven,
I want to extend my sincerest apologies for the frustration and inconvenience you've experienced due to the service disruption. Your feedback is invaluable, and we're committed to resolving this issue promptly.
Rest assured, we've escalated the matter to our team of experts and are actively working with our Fibre Line Provider to expedite a solution. Your satisfaction is our top priority, and we're dedicated to restoring your service to its full functionality as quickly as possible.
If you haven't heard from us already, expect a call shortly with updates on the situation. Please know that we're here to assist you every step of the way, and your concerns are being taken seriously.
Thank you for your patience and understanding as we work to make things right. Should you have any further questions or concerns, please don't hesitate to reach out. We're here to help.
Warm regards,
Cool Ideas
Cool Ideas
PN
Pooven N's updateReviewer Update
17 May 2024, 14:27 Thanks for the quick response. However, I'm surprised to learn that Vumatel emailed me saying the issue is fixed. Unfortunately, it's still unresolved. I appreciate MDU scheduling a technician from their FNO for today after I once again, contacted them.
PN
Pooven N's update17 May 2024, 14:27
Reviewer Update
Thanks for the quick response. However, I'm surprised to learn that Vumatel emailed me saying the issue is fixed. Unfortunately, it's still unresolved. I appreciate MDU scheduling a technician from their FNO for today after I once again, contacted them.
Cool Ideas Service Provider's replyOfficial
17 May 2024, 15:32Hi Pooven,
Thanks for bringing this to our attention. Our Escalations team has taken this up with Vumatel's Service Delivery Manager as the ticket should not have been closed.
We will contact you with progressive updates.
Warm Regards,
Cool Ideas
Thanks for bringing this to our attention. Our Escalations team has taken this up with Vumatel's Service Delivery Manager as the ticket should not have been closed.
We will contact you with progressive updates.
Warm Regards,
Cool Ideas
Cool Ideas Service Provider's reply17 May 2024, 15:32
Official
Hi Pooven,
Thanks for bringing this to our attention. Our Escalations team has taken this up with Vumatel's Service Delivery Manager as the ticket should not have been closed.
We will contact you with progressive updates.
Warm Regards,
Cool Ideas
Thanks for bringing this to our attention. Our Escalations team has taken this up with Vumatel's Service Delivery Manager as the ticket should not have been closed.
We will contact you with progressive updates.
Warm Regards,
Cool Ideas
PN
Pooven N's updateReviewer Update
17 May 2024, 16:08another day has gone by, few calls, and no solution!!!! what a disappointment from the so-called Escalations Team because they promised to have this sorted out before they leave for home by 17h00, what a sham!
PN
Pooven N's update17 May 2024, 16:08
Reviewer Update
another day has gone by, few calls, and no solution!!!! what a disappointment from the so-called Escalations Team because they promised to have this sorted out before they leave for home by 17h00, what a sham!
PN
Pooven N's updateReviewer Update
17 May 2024, 16:09Vumatel is the pits of an FNO, I strongly suggest that Cool Ideas suggests another FNO to their clients!!!
PN
Pooven N's update17 May 2024, 16:09
Reviewer Update
Vumatel is the pits of an FNO, I strongly suggest that Cool Ideas suggests another FNO to their clients!!!
PN
Pooven N's updateReviewer Update
17 May 2024, 16:11Indeed its a Friday afternoon and who cares whether clients suffer from this bad service or not except one young man from Cool Ideas, MDU Nxumalo!!
PN
Pooven N's update17 May 2024, 16:11
Reviewer Update
Indeed its a Friday afternoon and who cares whether clients suffer from this bad service or not except one young man from Cool Ideas, MDU Nxumalo!!
PN
Pooven N's updateReviewer Update
17 May 2024, 16:14OMG, miracles do happen, Lesego from Vumatel just called to say that she only just received the ticket on their side...wow really since the 14th of May so where was the communication breakdown!!!!
PN
Pooven N's update17 May 2024, 16:14
Reviewer Update
OMG, miracles do happen, Lesego from Vumatel just called to say that she only just received the ticket on their side...wow really since the 14th of May so where was the communication breakdown!!!!
PN
Pooven N's updateReviewer Update
17 May 2024, 16:4816h46 on a Friday afternoon and no sign of VUMATEL!!!! uggghhh the lies I cannot handle this anymore, maybe we should have a commission for inconsiderate inept behaviour and lies for weak customer service!
PN
Pooven N's update17 May 2024, 16:48
Reviewer Update
16h46 on a Friday afternoon and no sign of VUMATEL!!!! uggghhh the lies I cannot handle this anymore, maybe we should have a commission for inconsiderate inept behaviour and lies for weak customer service!
PN
Pooven N's updateReviewer Update
17 May 2024, 17:51and there it is nothing and nobody not Vumatel or Cool Ideas partners in this ******** behaviour because they have shared responsibilities in each other's company. disgusting, yet the hardworking man/woman will be expected to pay for this ridiculous dis-service at the end of each month!
PN
Pooven N's update17 May 2024, 17:51
Reviewer Update
and there it is nothing and nobody not Vumatel or Cool Ideas partners in this ******** behaviour because they have shared responsibilities in each other's company. disgusting, yet the hardworking man/woman will be expected to pay for this ridiculous dis-service at the end of each month!
PN
Pooven N's updateReviewer Update
17 May 2024, 19:36 A big shoutout to MDU Nxumalo ( Cool Ideas), Lesego, and Joe (Vumatel's tech wizard)! After a week of tackling what seemed like a simple system gone rogue, these three superstars came through in the clutch, even working late on a Friday to find the culprit and get us connected. Talk about going above and beyond! Now, raise a glass (or a Bells in this case) to these amazing problem solvers! WE ARE CONNECTED!!!! THANK YOU
PN
Pooven N's update17 May 2024, 19:36
Reviewer Update
A big shoutout to MDU Nxumalo ( Cool Ideas), Lesego, and Joe (Vumatel's tech wizard)! After a week of tackling what seemed like a simple system gone rogue, these three superstars came through in the clutch, even working late on a Friday to find the culprit and get us connected. Talk about going above and beyond! Now, raise a glass (or a Bells in this case) to these amazing problem solvers! WE ARE CONNECTED!!!! THANK YOU
PN
Pooven N's updateReviewer Update
17 May 2024, 19:38 A big shoutout to MDU Nxumalo ( Cool Ideas), Lesego, and Joe (Vumatel's tech wizard)! After a week of tackling what seemed like a simple system gone rogue, these three superstars came through in the clutch, even working late on a Friday to find the culprit and get us connected. Talk about going above and beyond! Now, raise a glass (or a Bells in this case) to these amazing problem solvers! WE ARE CONNECTED!!!! THANK YOU
PN
Pooven N's update17 May 2024, 19:38
Reviewer Update
A big shoutout to MDU Nxumalo ( Cool Ideas), Lesego, and Joe (Vumatel's tech wizard)! After a week of tackling what seemed like a simple system gone rogue, these three superstars came through in the clutch, even working late on a Friday to find the culprit and get us connected. Talk about going above and beyond! Now, raise a glass (or a Bells in this case) to these amazing problem solvers! WE ARE CONNECTED!!!! THANK YOU
Cool Ideas Service Provider's replyOfficial
20 May 2024, 12:01Good day Pooven,
We're absolutely delighted to hear that your connection was restored last Friday. Mdu is truly grateful for your acknowledgment of his dedication and hard work in resolving the issue promptly. We've relayed your kind words to Vumatel's team as well.
Your patience and understanding during this challenging time are truly commendable and greatly valued by us all. We're committed to providing you with the best service possible, and your satisfaction is our top priority.
Should you ever need assistance in the future, please don't hesitate to reach out. We're here for you every step of the way.
Warmest Regards,
Cool Ideas Team
We're absolutely delighted to hear that your connection was restored last Friday. Mdu is truly grateful for your acknowledgment of his dedication and hard work in resolving the issue promptly. We've relayed your kind words to Vumatel's team as well.
Your patience and understanding during this challenging time are truly commendable and greatly valued by us all. We're committed to providing you with the best service possible, and your satisfaction is our top priority.
Should you ever need assistance in the future, please don't hesitate to reach out. We're here for you every step of the way.
Warmest Regards,
Cool Ideas Team
Cool Ideas Service Provider's reply20 May 2024, 12:01
Official
Good day Pooven,
We're absolutely delighted to hear that your connection was restored last Friday. Mdu is truly grateful for your acknowledgment of his dedication and hard work in resolving the issue promptly. We've relayed your kind words to Vumatel's team as well.
Your patience and understanding during this challenging time are truly commendable and greatly valued by us all. We're committed to providing you with the best service possible, and your satisfaction is our top priority.
Should you ever need assistance in the future, please don't hesitate to reach out. We're here for you every step of the way.
Warmest Regards,
Cool Ideas Team
We're absolutely delighted to hear that your connection was restored last Friday. Mdu is truly grateful for your acknowledgment of his dedication and hard work in resolving the issue promptly. We've relayed your kind words to Vumatel's team as well.
Your patience and understanding during this challenging time are truly commendable and greatly valued by us all. We're committed to providing you with the best service possible, and your satisfaction is our top priority.
Should you ever need assistance in the future, please don't hesitate to reach out. We're here for you every step of the way.
Warmest Regards,
Cool Ideas Team