The negativity towards Cool Ideas

[maumau]

Who is this lot that you are referring to?

Awkward

 

[PBCool]

Your company

Thanks for the constructive post which was kind of the point of this whole thread.

 

[grok]

Was the information you required not on our website? And you would have been on Openserve which is probably why they confirmed your provider is Openserve not Telkom. Our connect team and processes are not there to issue quotes, the website provides information and signup process to streamline and help customers. So sorry you feel that way.

It was & I told them I'm moving from Telkom & I know I can get the info off your website, but I'd like a formal quote to compare & since I've been burned by empty promises from ISP's before.

However, let me tell you & the world how none of the other ISP's I contacted minded to spend a few minutes to answer my concerns.
So please FU and the horse you rode in on if you expect me to spend upwards of R1k a month at your company with that attitude!!

Best of all is I warned my daughter who just signed up with you & she wouldn't believe me that she made a mistake.
Thanks for providing proof to her (and everyone else) why they should stay away from you & your company.

To think, this attitude & all I did was to ask a few questions.
About wanting to spend some money with you.
Jesus, are you for real?

 

[PBCool]

It was & I told them I'm moving from Telkom & I know I can get the info off your website, but I'd like a formal quote to compare & since I've been burned by empty promises from ISP's before.

However, let me tell you & the world how none of the other ISP's I contacted minded to spend a few minutes to answer my concerns.
So please FU and the horse you rode in on if you expect me to spend upwards of R1k a month at your company with that attitude!!

Best of all is I warned my daughter who just signed up with you & she wouldn't believe me that she made a mistake.
Thanks for providing proof to her (and everyone else) why they should stay away from you & your company.

To think, this attitude & all I did was to ask a few questions.
About wanting to spend some money with you.
Jesus are you for real?

I am not trying to be aggressive and I am again sorry you feel that way.

I am simply explaining the process and why that is the process we follow, if there wasn't enough information provided on the phone call then I would appreciate you let me know where we fell short.

Our connect team doesn't have the ability to provide quotes to customers as that is not an efficient way of providing information, or at least how we see it.

 

[LLoydizle]

As much as I do agree with you that being abusive to the reps are wrong, I still hve to say that CISP has REALLY gone down hill...

It’s mainly their customer service... It’s horrible now! It’s stressful to even call them. They barely seem to want to help!

Just a few weeks ago, I made a ticket stating that my connection drops and I am without internet and then they tell me to do a speed test when it happens??? Really?! I then then to stop giving me a copy/paste answer and to read what I wrote for them to tell me that my line is up... I have no internet! I’ve been getting like 20 disconnects a day (I’m not even exaggerating), but they have the nerve to tell me that I’m wrong and I’m “imagining” that I have no internet.

The worse thing about this all is that we tell the reps here about this. They see it all the time. Next to all the abusive comments is constructive criticism which they can clearly see, but make no effort to work on resolving! And that’s what’s wrong with the company. Their internet is great when it works (which is barely now days), but that’s it. Every other service I pay for just stresses me out to even think about and it is the companies fault for doing absolutely nothing about it.

 

[grok]

I am not trying to be aggressive and I am again sorry you feel that way.

I am simply explaining the process and why that is the process we follow, if there wasn't enough information provided on the phone call then I would appreciate you let me know where we fell short.

Our connect team doesn't have the ability to provide quotes to customers as that is not an efficient way of providing information, or at least how we see it.

I just did.. but instead of listening to me you said (let me quote)

So sorry you feel that way.

Please go away now gadfly, many others who provide the same service at the same price point, I'm not signing up with Cool Ideas in a million years.

..

The worse thing about this all is that we tell the reps here about this. They see it all the time. Next to all the abusive comments is constructive criticism which they can clearly see, but make no effort to work on resolving! And that’s what’s wrong with the company. Their internet is great when it works (which is barely now days), but that’s it. Every other service I pay for just stresses me out to even think about and it is the companies fault for doing absolutely nothing about it.

Proof of point.. all I did was ask questions & got major aggro.
Smells of toxic if you ask me.

 

[LLoydizle]

We are on the forum every day with our ears open, I don't quite follow your statement.

I love your company And I know you’re awesome at helping people, but I seriously have to critique you here. Please stop being oblivious to the fact that your company has some serious problems. Your customer service being one of them.

It’s great that you can personally go and look at tickets to try and resolve issues, but every customer is not on this forum and we have to deal with the horrible customer service that we pay for. Why not focus on these issues? Why not openly address them and show us the progress that you’re making? Maybe train your staff better? Maybe see how many of your staff members on your support team are actually very lazy.

 

[R4ziel]

Something that I always wish company execs would do, is to just call their own support every now and then, not disclosing who they are or whatever, and then evaluate for themselves what the customer is experiencing.

A stupid example would be Evetech's holding when waiting for a representative. The system works great, letting you know how many people are in the queue, and the advert plays when the lady is not telling you how many people are in the queue, the only issue is that every 30 seconds it lets you know "You are now 2nd in the queue" so you hear nothing about whatever their other message is saying. Its a stupid thing, but if someone from Evetech actually listened to it they would fix it, the same would go a long way with the likes of CISP and Afrihost for example

 

[PBCool]

I love your company And I know you’re awesome at helping people, but I seriously have to critique you here. Please stop being oblivious to the fact that your company has some serious problems. Your customer service being one of them.

It’s great that you can personally go and look at tickets to try and resolve issues, but every customer is not on this forum and we have to deal with the horrible customer service that we pay for. Why not focus on these issues? Why not openly address them and show us the progress that you’re making? Maybe train your staff better? Maybe see how many of your staff members on your support team are actually very lazy.

This is the point of being on this forum is for that exact reason, I don't go and resolve issues myself. I escalate issues internally investigate where we fell short and put in measures to address them.

If there has been horrible customer service this is why I am here to raise this with.

 

[PBCool]

As much as I do agree with you that being abusive to the reps are wrong, I still hve to say that CISP has REALLY gone down hill...

It’s mainly their customer service... It’s horrible now! It’s stressful to even call them. They barely seem to want to help!

Just a few weeks ago, I made a ticket stating that my connection drops and I am without internet and then they tell me to do a speed test when it happens??? Really?! I then then to stop giving me a copy/paste answer and to read what I wrote for them to tell me that my line is up... I have no internet! I’ve been getting like 20 disconnects a day (I’m not even exaggerating), but they have the nerve to tell me that I’m wrong and I’m “imagining” that I have no internet.

The worse thing about this all is that we tell the reps here about this. They see it all the time. Next to all the abusive comments is constructive criticism which they can clearly see, but make no effort to work on resolving! And that’s what’s wrong with the company. Their internet is great when it works (which is barely now days), but that’s it. Every other service I pay for just stresses me out to even think about and it is the companies fault for doing absolutely nothing about it.

Please raise these with me, it's the whole reason I am around.

 

[PBCool]

Something that I always wish company execs would do, is to just call their own support every now and then, not disclosing who they are or whatever, and then evaluate for themselves what the customer is experiencing.

A stupid example would be Evetech's holding when waiting for a representative. The system works great, letting you know how many people are in the queue, and the advert plays when the lady is not telling you how many people are in the queue, the only issue is that every 30 seconds it lets you know "You are now 2nd in the queue" so you hear nothing about whatever their other message is saying. Its a stupid thing, but if someone from Evetech actually listened to it they would fix it, the same would go a long way with the likes of CISP and Afrihost for example

We do this often, also have management review random tickets constantly.

 

[R4ziel]

We do this often, also have management review random tickets constantly.

Just for interests sake, do you find there are a lot of problems or is is just the case of a vocal minority shouting loudly about issues? I mean are there many customer experience issues that need fixing regularly?

 

[PBCool]

I just did.. but instead of listening to me you said (let me quote)



Please go away now gadfly, many others who provide the same service at the same price point, I'm not signing up with Cool Ideas in a million years.



Proof of point.. all I did was ask questions & got major aggro.
Smells of toxic if you ask me.

You got major aggro from our connect team?

 

[AfricanTech]

Not all negativity is unearned, unfortunately.

Asked a few questions & for a quote on switching from Telkom & the answer I got confirmed that I am on Telkom (duh!) with a link to go look at stuff on their website.

Ded right out of the starting blocks, lol!

Just curious, why did you need an actual quote?

 

[PBCool]

Just for interests sake, do you find there are a lot of problems or is is just the case of a vocal minority shouting loudly about issues? I mean are there many customer experience issues that need fixing regularly?

It's more around scale, as will all support centers this is driven around the majority of issues and dealing with them efficiently, this is what drives training resolution time etc.

What we are working on is more around escalations and even tracking IE when it falls out of the first/second line supports ability, which is the minority but important nonetheless and when an issue drags on because the agent doesn't know what to do with it. These are all things we work on all the time, along with hold times call volumes, resolution time etc.

 

[TheMightyQuin]

Was the information you required not on our website? And you would have been on Openserve which is probably why they confirmed your provider is Openserve not Telkom. Our connect team and processes are not there to issue quotes, the website provides information and signup process to streamline and help customers. So sorry you feel that way.

Who is this lot that you are referring to?

Thanks for the constructive post which was kind of the point of this whole thread.

These are the type of responses/comments that a Rep should rather not make.

Being snide, sarcastic and even passive aggressive, does not help your case at all, I don't think.

I actually remember similar responses and content from you in the thread re. the WACS repair ship schedules etc...

There seems to be a developing tendency to take comments personal , and if that's the case maybe this is not the "job" for you?

Ignore the obvious trolls rather and stick to clinical and technical responses/questions.

Just my 2c....

 

[AfricanTech]

It was & I told them I'm moving from Telkom & I know I can get the info off your website, but I'd like a formal quote to compare & since I've been burned by empty promises from ISP's before.

However, let me tell you & the world how none of the other ISP's I contacted minded to spend a few minutes to answer my concerns.
So please FU and the horse you rode in on if you expect me to spend upwards of R1k a month at your company with that attitude!!

Best of all is I warned my daughter who just signed up with you & she wouldn't believe me that she made a mistake.
Thanks for providing proof to her (and everyone else) why they should stay away from you & your company.

To think, this attitude & all I did was to ask a few questions.
About wanting to spend some money with you.
Jesus, are you for real?

Ah, I see why you wanted a quote.

When I was comparing, I checked prices on the website, took screenshots and then emailed the support to confirm prices and what I was getting on the various packages. That way, if there was any disputes later I've got the emails for proof.

Edit: Yikes! Any reason to swear at the rep? Goodness me...

 

[AfricanTech]

I just did.. but instead of listening to me you said (let me quote)



Please go away now gadfly, many others who provide the same service at the same price point, I'm not signing up with Cool Ideas in a million years.



Proof of point.. all I did was ask questions & got major aggro.
Smells of toxic if you ask me.

Jeez...

You need to let go of the anger dude...

 

[PBCool]

These are the type of responses/comments that a Rep should rather not make.

Being snide, sarcastic and even passive aggressive, does not help your case at all, I don't think.

I actually remember similar responses and content from you in the thread re. the WACS repair ship schedules etc...

There seems to be a developing tendency to take comments personal , and if that's the case maybe this is not the "job" for you?

Ignore the obvious trolls rather and stick to clinical and technical responses/questions.

Just my 2c....

Well again this goes towards just getting a company rep instead of a co-founder on the thread, not trying to be any of those things just responding honestly.

 

[peanut_butter]

Well again this goes towards just getting a company rep instead of a co-founder on the thread, not trying to be any of those things just responding honestly.

Are you the one shareholder, Paul Butschi?