The negativity towards Cool Ideas

PBCool said:
Please raise these with me, it's the whole reason I am around.
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Here's an example of your poor customer service. I literally stopped replying because I have to deal with customer service reps that are too lazy to read what I wrote. There was even a point where the rep tried to make me update the router you guys provided me with the wrong firmware version! Even when I gave them FULL info on my router!

And FYI, I'm STILL getting disconnects to this day!

#COOL-20200103-359040
 
PBCool said:
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.
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But where's the proof???

It's been about a year and a half now since your customer service went seriously downhill! You must have had thousands of complaints by now, but still no changes. So what is your company actually doing about it? What plans do you have in place? What are you doing with your current staff to improve this service? You say you add measures, but I see none. I still get the same horrible service like most of the people here who complain about it!
 
MightyQuin said:
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....
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Since when are people on MyBB such snowflakes?

It's give and take all day long around here with minimal mod intervention (just enough to prevent it descending into a cesspool mind you).
 
LLoydizle said:
Here's an example of your poor customer service. I literally stopped replying because I have to deal with customer service reps that are too lazy to read what I wrote. There was even a point where the rep tried to make me update the router you guys provided me with the wrong firmware version! Even when I gave them FULL info on my router!

And FYI, I'm STILL getting disconnects to this day!

#COOL-20200103-359040
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Thanks I see in this ticket the Agent asked you to do the firmware upgrade and that was the end of the ticket? I see there are disconnects and after the firmware is done we need to escalate with SADV.
 
LLoydizle said:
But where's the proof???

It's been about a year and a half now since your customer service went seriously downhill! You must have had thousands of complaints by now, but still no changes. So what is your company actually doing about it? What plans do you have in place? What are you doing with your current staff to improve this service? You say you add measures, but I see none. I still get the same horrible service like most of the people here who complain about it!
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I don't get thousands of complaints, most queries are purely escalations to try get upgrades/downgrades and line repairs done. I agree the agent that first picked up your ticket didn't do a good enough job and he specifically has been reprimanded recently for that kind of behavior, that being said the last response was to upgrade your router firmware of which there is no response.
 
PBCool said:
I don't get thousands of complaints, most queries are purely escalations to try get upgrades/downgrades and line repairs done. I agree the agent that first picked up your ticket didn't do a good enough job and he specifically has been reprimanded recently for that kind of behavior, that being said the last response was to upgrade your router firmware of which there is no response.
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Where do you get the support staff from?
 
PBCool said:
Thanks I see in this ticket the Agent asked you to do the firmware upgrade and that was the end of the ticket? I see there are disconnects and after the firmware is done we need to escalate with SADV.
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"In regards to the router, I checked the site and I do have the latest firmware. I had to do it not too long ago when I had a similar issue".

That's what I wrote in there. He still insisted and gave me a link to the wrong router firmware even when I gave him FULL information on my router. I know the router is up to date because it was you who made me do that like two weeks before this ticket was made to try and resolve this issue AND I checked the site myself for the right firmware.

I stopped replying because your reps don't listen. They don't bother to read. See for yourself. ALL the information is there. I was very descriptive of the issue and also very annoyed with the lack of help. I mean the dude can't even take the time to spell my name properly, even though it was clear as day in the previous comments...

This is what we deal with. This is what we pay for.
 
AfricanTech said:
Since when are people on MyBB such snowflakes?

It's give and take all day long around here with minimal mod intervention (just enough to prevent it descending into a cesspool mind you).
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Who's being the snowflake here? Me?

I didn't come here looking for some cheese with my whine, after some "personal attacks".

A company rep shouldn't get snarky or sarcastic or passive aggressive. It's just not professional, it has fukall to do with hurting our feelings.

I certainly do not speak to my clients that way....whereas in any OTHER situation, I say whatever I want to whomever I want.

The term "rep" is seemingly misunderstood or not used in the right context.
 
Supporting 1000's+ of ISP users is no joke., especially when from my experience most issues are internal, users wifi, etc., it sometimes becomes almost impossible to diagnose. The user needs to be willing to help and this needs to be done step-by-step sometimes over a few day. Add the myriad of 3rd parties into the mix and I don't envy the ISP's one bit...it becomes a thankless task. As PB mentions scale can be a problem as evident in basically every ISP in ZA.
 
MightyQuin said:
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?
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That was actually me I believe.
 
grok said:
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?
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Is this necessary? This proves my point of this thread ten times over.

The need to attack and swear at someone is ok behaviour, regardless of how you or anyone reads into a response.


Jesus, are you for real?
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Let's not bring him into this. There is no neighbourly love here.
 
MightyQuin said:
Who's being the snowflake here? Me?

I didn't come here looking for some cheese with my whine, after some "personal attacks".

A company rep shouldn't get snarky or sarcastic or passive aggressive. It's just not professional, it has fukall to do with hurting our feelings.

I certainly do not speak to my clients that way....whereas in any OTHER situation, I say whatever I want to whomever I want.

The term "rep" is seemingly misunderstood or not used in the right context.
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No man, not you.

with respect to 'clients' - don't hide behind 'opgemaakte' names on the internet - use a real name like a normal person - and when/if you have a specific issue with a specific person / company rep, gripe 'one on one' via PM not in an open forum looking for attention.

I'm personally just gatvol of all the attention seeking behavior and 'outrage' that we see on social media (FB, Twitter, Forums) - it's just attention seeking
 
This is the first I'm hearing of an attitude problem towards Cool Ideas, so I don't think it's 'leaking' out into the forum too much. Counterproductively, threads like this create a Streisand Effect.

I have always held it in my mind that Cool Ideas is regarded as one of the very best ISPs in SA.
 
My 2c.

Been with CISP for about ~7 months now, had to call Support two or three times as opening tickets just weren't responded to timeously.

Once on the phone the agents provided sufficient support to solve my issues without call-backs required.

Tip: If not already addressed, get Support to timeously respond to email tickets created. If they can't manage with the volume, get more people. Nothing as frustrating as creating support tickets for an issue that's causing the customer some sort of pain and getting no response for days.

Other than that I'm a happy CI customer, feeling almost zero effects of the current cable breaks.
 
grok said:
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?
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Hello Angelo - is that you?
 
Bryn said:
This is the first I'm hearing of an attitude problem towards Cool Ideas, so I don't think it's 'leaking' out into the forum too much. Counterproductively, threads like this create a Streisand Effect.

I have always held it in my mind that Cool Ideas is regarded as one of the very best ISPs in SA.
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Does the Streisand effect end up in someone getting laid? :ROFL:
PS: I think many people here have a short sense of humour....
 
FrankyF said:
My 2c.

Been with CISP for about ~7 months now, had to call Support two or three times as opening tickets just weren't responded to timeously.

Once on the phone the agents provided sufficient support to solve my issues without call-backs required.

Tip: If not already addressed, get Support to timeously respond to email tickets created. If they can't manage with the volume, get more people. Nothing as frustrating as creating support tickets for an issue that's causing the customer some sort of pain and getting no response for days.

Other than that I'm a happy CI customer, feeling almost zero effects of the current cable breaks.
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When did you last log a ticket?
 
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