Very frustrating experience with Cool Ideas

Item: Cool Ideas Service Provider
Rating: 1
Author: Jacobus B

Very frustrating experience with Cool Ideas - moved into a new property and went through the online application, ordered a router, paid for the router and was assured it would arrive within 24 to 48 hours. That was a week ago.

Has since been activated, but without the router paying for internet I can't use. Even tried using an old router the previous tenants left behind, but the first tech support gave up after about 2mins and just hung up.

Phoned several times this morning, discovered issue was on their side with PayFast payments not showing for some reason (but it is for the internet I'm paying for but can't use). Shared proof of payment via email, was told things will be escalated yet when phoning again in the afternoon nothing was done and was put on hold indefinitely.

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Replies (1)

Cool Ideas Service Provider's replyOfficial

10 Jul 2024, 13:21

Dear Jacobus, Thank you for bringing this matter to our attention. We sincerely apologise for any inconvenience you may have encountered. Rest assured, our Connect Team Leader was assigned to your case but could not reach you telephonically earlier, so she emailed more information to you. Our dispatch team will share your new router's tracking information once the package has been processed sometime today. We've also raised your concerns with the relevant managers, who will handle them internally. We truly appreciate your patience thus far, and request that you bear with us a little longer until your router is delivered. Please don't hesitate to reach out with any further questions or concerns. We're here to help. Warm Regards, Cool Ideas

Cool Ideas Service Provider's reply10 Jul 2024, 13:21

Official