Kabelvision's poor service

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