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