TERRIBLE CUSTOMER SERVICE!!

Our experience with Cool Ideas for the past year has been nothing short of exhausting to say the least. Since having our line installed in March last year, there has been problems left right and center.

Our connection was shockingly terrible, despite our apartment being the size of a shoe box. It took months of complaining, 5 MONTHS to be EXACT, before Cool Ideas actually did something that made a difference. Despite the connection being better, we still encounter network interruptions frequently. Our connection either works, or it doesn’t. There is never an in between.

Onto the next problem. Surprised? Me neither.

For the past four days we have had no internet connection, this is a very big problem for us as we rely on our WiFi to work. Without any connection we are forced to purchase data or travel somewhere with WiFi, which is highly inconvenient.

We identified the source of the issue, which is that Cool Ideas themselves cancelled the wrong line. On our account it shows us that the correct line has been cancelled, however this is not the case and they have cancelled the one that is supposedly working and running.

Cool Ideas has no sense of urgency, and they lie to their clients. We have been told by several employees they have escalated the issue, given it to their team leaders, sent it to another department and escalated it to their manager, or the employee says that they will sort it out themselves.

After being told all of this, nothing even happens. Because of no changes I then call them back, and it is as if they haven’t even heard of my problem. They tell me that they are escalating the issue, and sending it to a different department than they said before? How does this make any sense?

Dealing with Cool Ideas has been a painful experience from the start, they have shown a complete lack of respect for their clients needs and no sense of urgency when it is required. We will be looking into other Internet Service Providers, as we are not prepared to deal with this any further and do not want to deal with Cool Ideas antics.