MT
Martin T
1 reviews | Active since Nov 2020
22 Feb 2025, 09:44
Terrible shocking customer service
So I had to phone in for feedback in my mail i sent to support on having no wifi since 06:10am. The operator obviously had a scripted reply and I asked for senior person to attend to me, and this is now close on a 15 minute waiting period and just put on hold, so I see the Service is leave them on hold and maybe they will go away. Love the tactic employed,.sure the company has named if in the SOP manuals as the ostrich way.
Received a mail now,.again cookie cutter reply, jhb affected that's why we affected 385 km away, no idea when will be repaired.
And still on hold, shocking.
Helpful (0)
Replies (1)0
Replies (1)
Cool Ideas Service Provider's replyOfficial
03 Mar 2025, 16:18Hi Martin,
We sincerely apologise for the frustrating experience you had during the outage. The fibre provider, Frogfoot, experienced a major outage that initially affected Johannesburg but quickly escalated to other areas, including Mpumalanga.
Due to the widespread impact, our support team received exceptionally high call volumes, leading to longer wait times than usual. We understand how frustrating this must have been, and we truly appreciate your patience.
We’re glad to confirm that the outage was fully resolved that same afternoon. If you're still experiencing any issues, please let us know—we're happy to assist.
Best Regards,
The Cool Ideas Support Team
Cool Ideas Service Provider's reply03 Mar 2025, 16:18
Official
Hi Martin,
We sincerely apologise for the frustrating experience you had during the outage. The fibre provider, Frogfoot, experienced a major outage that initially affected Johannesburg but quickly escalated to other areas, including Mpumalanga.
Due to the widespread impact, our support team received exceptionally high call volumes, leading to longer wait times than usual. We understand how frustrating this must have been, and we truly appreciate your patience.
We’re glad to confirm that the outage was fully resolved that same afternoon. If you're still experiencing any issues, please let us know—we're happy to assist.
Best Regards,
The Cool Ideas Support Team