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Nathlie P

1 reviews | Active since Apr 2024

30 May 2024, 11:19

FLY.COOL HAS THE WORST SUPPORT

So last month fly.Cool had issues with their payment system where my Wi-Fi was disconnected for 2 weeks...... There support system is the worst. So this month payment was made again my Wi-Fi is disconnected. Contacted them response was it should on in a few minutes..... Today I sent a message on their live chat and this is the response i received:

Good day , You are now through to Siphokuhle from Fly.cool.

We apologize for the delay , Please note we have escalate the issue 21 hours ago, We are still waiting for feedback to Vuma , Please check with us again in 2 to 3 days , We apologize for any inconvenience.

Thank you

I have asked that my account revert to a monthly debit order no luck getting a response on this either. Last month they blamed vumatel and vumatel said that they waiting on fly.cool to confirm payment so that they can re-activate my account. Fly.cool please get a payment system that works or staff that knows what they doing in your payment department.... Lets see how long it takes for my problem to be resolved..... It is day 4 now!

0
Replies (6)
Fly.Cool
Fly.Cool's reply30 May 2024, 17:14
Official
Good Afternoon  Nathlie  
Thank you for the feedback!
 
Please accept our sincere apologies. It is very unfortunate that you have had to go through this unpleasant experience 

I’m so sorry about the recent pitfalls you had with our team. I take full responsibility for what`s happening and apologize that you were not treated with the care and respect that you deserve.
 
Here at Fly.cool, we pride ourselves on delivering excellent customer service. The experience you had is not representative of who we are as a company. However, that’s no excuse for the way you have been treated.
 
We assure you that we’re re-evaluating our customer service methods and intend to review all situation with our customer service team.
We hope that you can forgive us and that we can continue to do business together.

Please provide us with your router serial number in order for us to investigate.

Best regards,

NP
Nathlie P's update31 May 2024, 10:12
Reviewer Update
Thank you for your response here is my Serial Number ***EABFAB . Please confirm when my Wi-Fi will be reconnected as its been off since Monday. I expect reconnection today still as I am not going to be with out internet for a weekend. Or maybe i should consider another service provider.
Fly.Cool
Fly.Cool's reply31 May 2024, 11:10
Official
Good day Nathlie 
 
 Thank you for your serial number. We have escalated this to the relevant department. Once again please do accept our apology and please give us time to resolve the query 

Best regards,

NP
Nathlie P's update03 Jun 2024, 08:54
Reviewer Update
My service has still not been reconnected. What is happening???? Clearly there is no communication. Your support sucks!

This was an email I received on Friday 31/05/2024
Hello
Thank you for reaching out to Fly.cool. I hope you are well
upon checking your order its cancelled
Thank you for reaching out. Should you require more assistance please do not hesitate to contact us. Have a good day further. Goodbye.Email: *** Website: https://www.fly.cool
NomaN
NP
Nathlie P's update03 Jun 2024, 13:47
Reviewer Update
I have sent 3 or more emails for the day....... NO RESPONSE.......... tried there live chat and whatsapp NO JOY EITHER!!!!!! Come on Fly.Cool give your customers answers stop hiding behind a "support team" that does not exist!!!!!!!
NP
Nathlie P's update05 Jun 2024, 12:26
Reviewer Update
Can someone please respond to my emails as my problem remains unresolved...... It is day 10 now without internet connection. I am exhausted with this back and forth! Your customer service is extremely bad.