Kabelvision's poor service

Last September I had Kabelvision installed in my office in Semanggi, Jakarta, in order to access the Internet via cable. That was the beginning of a very frustrating and completely unfruitful relationship with the company, which continues to this day.

From the very first day, the service never worked properly. The cable modem kept losing connection. I began calling Kabelvision's customer care, and sometimes a technician would be sent over to check the signal. All the technicians agreed that the signal coming from Kabelvision was indeed weak, causing our problems in accessing the Internet. Yet, unfortunately, nothing has ever been done to fix the problem. Instead of getting 24-hour Internet connection, as promised by Kabelvision, I've only had fleeting service for a few hours or even a few minutes at a time.

On some days, there is hardly any connection at all. And on those rare occasions when there is connection, its quality is often too poor to send or receive data over the Internet.

I have called Kabelvision about this more than eighty times over the past year. I have sent numerous emails to Kabelvision managers and supervisors. I have spoken to dozens of clerks, technicians, and supervisors. Unfortunately not one single one of them has had the will or capability to deal with the problem. Moreover, each time I call Kabelvision customer care I have to start from scratch and explain the whole story again.

Apparently, the company is so disorganized, that they do not even maintain customer portfolios.

I have now been paying Kabelvision for nearly a year for extremely poor service, always in the hope that the next person I deal with will be more professional and conscientious than the previous one. If there were a choice, I would switch immediately to another provider. But unfortunately Kabelvision holds the monopoly for cable Internet access in Indonesia. With important public services monopolized by totally unprofessional organizations like Kabelvision, is it any wonder Indonesia is falling further and further behind the rest of the region?

BRAD TAYLOR

Jakarta