Poor service

[Kaj]

Posting this in hope Cool ideas actually cares about feedback. I'll be leaving them if it keeps happening. When I first joined them, their response time was the reason I remained with them. I recently opened a ticket in the morning and only received a phone call at 5pm. The call was cut and they did not even bother to call back. I receive an email the next day at 5pm enquiring if everything is okay. Terrible.

 

[PBCool]

Hi I had a look at the ticket, even though you were only called later it was being managed in the background.

Your line B number was coming up as unregistered, so it went from support to connect to an escalation team. Which then had to have Openserve reprovision the line.

I am not sure why no one kept you in the loop, however. Will follow up with the managers on that.

 

[Kaj]

Thank you. All I wanted was to be updated. I was surprised when she didn't call back or email when the call was cut.