The negativity towards Cool Ideas

Grammarly.com...

If I have to see one more Youtube add I am going to throw up.
 
TheRoDent said:
There is however one thing I won't tolerate, and that is plain simple mean-ness. Just because I'm a "company rep" doesn't mean I'm not entitled to call someone out, or be salty, when someone is being obnoxious, petulant, and unreasonable.

What's good for the goose, is good for the gander.
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Exactly. High time that people start understanding the concept of proper conduct. You have a problem, you are frustrated, by all means do put in a complaint and voice your displeasure. Once you start swearing at people and climbing into their character then you cannot come and cry foul when the person on the receiving end claps back.
 
AfricanTech said:
There's a trick I use for companies who allow you to log tickets

1. Log ticket via website
2. Insert all detail into ticket including steps already taken (steps are standard so it's a cut and paste)
3. If no response to ticket and I have to actually speak to someone, first thing I do is give the agent the ticket number and tell them to read the detail before asking me to do anything.
4. When they're done and go 'ah, er, it seems you've been through my boilerplate troubleshooting decision tree already' I politely ask for 2nd line support.

PS funny thing is sometimes going through the boilerplate before speaking to support sorts the issue
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The most useful post in this whole thread - can you post your boilerplate?
 
r00igev@@r said:
The most useful post in this whole thread - can you post your boilerplate?
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This is what I put in the ticket

Login name:
Account number :
My phone number:
Email address :
What time I noticed the issue:
Router Type:
Router Firmware version
Type of ONT (I keep a photo of my ONT available to attach if needed)

Description of issue: ie what isn't working , I try to be as detailed as possible

Steps I've already taken:
1. ONT - removed power and restarted - LED lights are all on and steady green (change as per observation at time of logging)
2. Router is up and running - I powered it down, left it for 10 minutes and powered it up again
2..1 port led from ONT to router is lit
2.2 I am able to access the router
2.3 ISP shows as connected / disconnected

etc, etc

Standard stuff that reduces the irritation factor for me of being asked to do the obvious stuff
 
TheRoDent said:
We've actually been considering a Cool Ideas "Open Day".... Perhaps meeting people face-to-face will make a difference, rather than the annual "obligatory" MyBroadband conference stand.
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Total waste of time and money. I don't want to be your friend :) Get the job done well.

Take the money you would have invested in an open day and buy 12 really cool expensive gifts and have a competition every month.
 
Skywalker786 said:
Total waste of time and money. I don't want to be your friend :) Get the job done well.

Take the money you would have invested in an open day and buy 12 really cool expensive gifts and have a competition every month.
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Might just do that too, for "Open Day" attendees ...
 
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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Wow.
 
I just wish all these folks who are bitching would eff off to another ISP.

But, of course, they won't. Why? Because no other ISP gives any customer such access and feedback.

You want perfection? Try Telkom etc.

I would love to know the age of those that whine the most
 
Splinter said:
I just wish all these folks who are bitching would eff off to another ISP.

But, of course, they won't. Why? Because no other ISP gives any customer such access and feedback.

You want perfection? Try Telkom etc.

I would love to know the age of those that whine the most
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But who will provide us with some free entertainment
 
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