Indovision and customer service

Indovision and customer service

Keith Loveard's explanation in his letter Indovision responds
(July 14) failed to impress me. I am a subscriber to Indovision
TV-Kabel. I am not sure whether they are the same company.

I rang Indovision in early May requesting a connection. After
numerous attempts a technician came on line and said if we could
take two connections it could be done in three days but for one
connection I had to wait a month. In the meantime we left the
country due to the riots and on my return pursued the matter
again.

After six or eight attempts a technician was dispatched in the
second week of June. (The connection was going to be a birthday
gift for my son as the school holidays were approaching). The
team arrived and promptly advised me that they could not give me
the connection as there was no Active Cable and asked me to sign
an invoice for Rp 642,500 (US$46). I was irate and refused to
sign.

After about 10 days another team arrived and said yet another
team would come four days later and the connection was duly
installed. No phone calls. No apologies from the organization
regarding the earlier episode.

For the past three days I've not been receiving channel 35-
Sony in Hindi (Indian). When I rang it took 10 attempts and 45
minutes (the company is opposed to 24-hour service) to get the
relevant person on line. The receptionist picked up the phone
with a Sore/Siang (good evening/good afternoon), no Selamat
(hello), no introduction, nothing and then switched me to another
extension. I didn't even know whether she acknowledged me.

The employee who finally came on line said: "We have moved our
machines. I will tell the technician." Three days on and still
the problem is not rectified. So I rang again (took me six
attempts and half an hour, the service must be improving). The
staff member said: "Oh, yes, we are not transmitting Sony for a
week but URT is on".

Why were we not informed of this change? Why two versions of
an answer for the same problem? Why the delay in just picking up
the phone? Why the irritation to do what they are paid to do? Why
such poor coordination between the various departments? Why must
customers pay for these inefficiencies?

S. HADYA

Jakarta