COLD ideas.

B

Brainflux117

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Mid November my mother passes after a long tough battle with cancer, I was looking after her and living here (and the line was in her name).

I inform Cool Ideas mid October.

They ask for the death certificate, I send, and I ask, again who can I pay money to so that the connection doesnt get cut off and get completely ignored. In fact they seem to care less than humanly possible. I wonder at this point if I'm even interacting with humans.

I get ignored, the connection gets cut off.

I complain, eventually they turn it back on, and then dont tell me how much to pay? So again, I have to contact them to try find out.

Finally paid and back online.

They tell me to cancel/close the account and apply for a new account with them to change the line into my name.

I do this.

I then get an email 2 days later asking why I'm leaving them.

I mean really - Could that be in any more poor taste?!!?

Fast forward another month and guess what, I'm offline again.

I haven't been emailed or contacted.

Every single experience has been beyond terrible.

I just cant deal with this incompetence anymore, and no one should ever have to.
 
When you send an email asking why the internet is off and get a response like this.

Can a human read a message and answer a question?
Is that too much to ask for?

1639394532592.png
 
Herr der Verboten said:
How does calling work? You could always pm @TheRoDent or @PBCool
Click to expand...
I'm too pissed off to stay quiet about this anymore.

They've ****ed up every step of the way, repeatedly.

Itumeleng was world class on support, but literally everyone else I've interacted with has sent a generic response and not given half a **** as to anything that's going on.

In fact at one point I even got told its my fault because they texted the number that was previously on the account which is obviously no longer in use (and I had created my own profile with all my details too).

So no, I'm not just going to PM someone and pretend like its all gravy when its not.

They ****ed up, and everyone should know the levels of their incompetence.
 
Stewie said:
I'm too pissed off to stay quiet about this anymore.

They've ****ed up every step of the way, repeatedly.

Itumeleng was world class on support, but literally everyone else I've interacted with has sent a generic response and not given half a **** as to anything that's going on.

In fact at one point I even got told its my fault because they texted the number that was previously on the account which is obviously no longer in use (and I had created my own profile with all my details too).

So no, I'm not just going to PM someone and pretend like its all gravy when its not.

They ****ed up, and everyone should know the levels of their incompetence.
Click to expand...
Who is saying you should keep quiet? I mean you are more than welcome to ask @Jan for an article or take it to whatever length you want to.

Now, I've given you three options:
1) Call and tell us how that went
2) PM The Rodent
3) PM PB Cool

Perhaps, and it is understandable, take ten and try again.
 
Stewie said:
Mid November my mother passes after a long tough battle with cancer, I was looking after her and living here (and the line was in her name).

I inform Cool Ideas mid October.

They ask for the death certificate, I send, and I ask, again who can I pay money to so that the connection doesnt get cut off and get completely ignored. In fact they seem to care less than humanly possible. I wonder at this point if I'm even interacting with humans.

I get ignored, the connection gets cut off.

I complain, eventually they turn it back on, and then dont tell me how much to pay? So again, I have to contact them to try find out.

Finally paid and back online.

They tell me to cancel/close the account and apply for a new account with them to change the line into my name.

I do this.

I then get an email 2 days later asking why I'm leaving them.

I mean really - Could that be in any more poor taste?!!?

Fast forward another month and guess what, I'm offline again.

I haven't been emailed or contacted.

Every single experience has been beyond terrible.

I just cant deal with this incompetence anymore, and no one should ever have to.
Click to expand...
Hi, Sorry to hear of your loss and frustrations.

If you have any reference for me to investigate, I am happy to.
 
Stewie said:
Mid November my mother passes after a long tough battle with cancer, I was looking after her and living here (and the line was in her name).

I inform Cool Ideas mid October.

They ask for the death certificate, I send, and I ask, again who can I pay money to so that the connection doesnt get cut off and get completely ignored. In fact they seem to care less than humanly possible. I wonder at this point if I'm even interacting with humans.

I get ignored, the connection gets cut off.

I complain, eventually they turn it back on, and then dont tell me how much to pay? So again, I have to contact them to try find out.

Finally paid and back online.

They tell me to cancel/close the account and apply for a new account with them to change the line into my name.

I do this.

I then get an email 2 days later asking why I'm leaving them.

I mean really - Could that be in any more poor taste?!!?

Fast forward another month and guess what, I'm offline again.

I haven't been emailed or contacted.

Every single experience has been beyond terrible.

I just cant deal with this incompetence anymore, and no one should ever have to.
Click to expand...
Sorry for your loss... this type of service is so unnecessary.
 
PBCool said:
Hi, Sorry to hear of your loss and frustrations.

If you have any reference for me to investigate, I am happy to.
Click to expand...
Already 20 minutes deep and 6 department transfers trying to get to the root of the problem.
 
Herr der Verboten said:
Who is saying you should keep quiet? I mean you are more than welcome to ask @Jan for an article or take it to whatever length you want to.

Now, I've given you three options:
1) Call and tell us how that went
2) PM The Rodent
3) PM PB Cool

Perhaps, and it is understandable, take ten and try again.
Click to expand...

I've been on #1 for nearly 20minutes now.

Each department has a different story/idea of what's going on. Alya seems to be a goddess amongst the chaos.
 
Stewie said:
Already 20 minutes deep and 6 department transfers trying to get to the root of the problem.
Click to expand...
Please provide me with details and I'll happily assist, I just need a ticket ref or PM me any detail you have.
 
Stewie said:
I've been on #1 for nearly 20minutes now.

Each department has a different story/idea of what's going on. Alya seems to be a goddess amongst the chaos.
Click to expand...
Forum reps > call center staff.
Send them a PM.
 
Quite honestly the call center staff I've dealt with have been pretty good in most regards, empathetic, understanding, helpful people - except for the fact that its such a complex/unique situation most couldn't understand it and didn't know how to solve it.

The ones behind emails on the other hand I legitimately wonder if they're human or just smashing out generic responses.
 
Stewie said:
Quite honestly the call center staff I've dealt with have been pretty good in most regards, empathetic, understanding, helpful people - except for the fact that its such a complex/unique situation most couldn't understand it and didn't know how to solve it.

The ones behind emails on the other hand I legitimately wonder if they're human or just smashing out generic responses.
Click to expand...
Really sorry for your loss....

Did you manage to sort out your query?
 
I never had problem with cool ideas but I moved recently and the emails that I received had spelling mistakes and genric responses, so I guess now they have lowered the standards or stopped training people.
 
joker08 said:
I never had problem with cool ideas but I moved recently and the emails that I received had spelling mistakes and genric responses, so I guess now they have lowered the standards or stopped training people.
Click to expand...
This isn't the case at all, actually the opposite. Can you give me the example so I can have a look?
 
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