Indovision: A world of joy

Indovision: A world of joy

On July 1, we discovered that Indovision had cut our satellite
connection. First we believed that our monthly payment had
arrived too late. However, that was not the case as all of our
friends who have Indovision connected had the same problem.

We called customer service, however, without any result as
they could not be reached (as usual). We started to get
suspicious and came up with the idea that either the direct
satellite connection to provider Indonesia was reset, or they had
changed their system (software), which in both cases would affect
all connections to the decoders.

We contacted Indovision the next day and not to our surprise
we were informed that indeed a change to the system was made,
which resulted in disconnection to all subscribers. But according
to Indovision, the problem could be solved very simply. "Just
call a technician and get your decoder reset, it only costs Rp
25,000."

However, it is not over yet. The change they made was the
addition of four channels to the package. According to verbal
information from an Indovision officer each monthly subscriber is
now to pay an extra fee of some Rp 110,000 per month, thus
doubling the fee we normally pay, just for four extra channels
that we do not even want. No way out, take it or leave it. We
never requested Indovision to add four channels to the package,
nor did we receive any forms to fill out to subscribe for these
channels. Based on this we believe that urging customers to pay
for the extra channels is an illegal move, as the decision was
made unilateral.

Imagine! Indovision, the provider, makes a change to their
system, leaving all their customers with a deep blue TV screen,
no HBO, no CNN, no nothing. No announcement, not even a written
instruction on how to reset the decoder yourself. Instead, sudden
disconnection.

After the umpteenth attempt we finally got through and could
complain to customer service. Their answer: "Just wait a few days
and you will have your picture back."

If Indovision wanted to play fair, it would reduce the next
subscription by an amount equal to the number of days they failed
to transmit and drop its mandatory payments for four extra
channels. Leave it to the customers on whether they choose to pay
more for the extras or not. We require sound clarification from
Indovision.

MAIMUNAH and ROBERT JANSSEN

Jakarta