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elyseOh, I'm SO glad I'm not the only one with this ultimately sucky experience with Kabelvision!
Just read Mr. Ong's kabelvision story @ Unspun blog or Golda's great kabelvision disappointment @ diary of golda. I totally can relate.
Here's my story:
--------------------------------------------
Sorry this is so long >_<
Just thought I could warn future Kabelvision / Digital 1 / MyNet (Broadband Multimedia) customers.
Bottom line: Go switch to Telkom Speedy quick! You'll be thankful at the end of the day.
Just read Mr. Ong's kabelvision story @ Unspun blog or Golda's great kabelvision disappointment @ diary of golda. I totally can relate.
Here's my story:
The area of where I live is so far in South Jakarta that is not covered by Kabelvision (so I had to use Telkomnet Instant dialup for years!). So when Kabelvision's brother (called Digital 1) entered my housing complex early this year, I switched to it & subscribed to MyNet ISP (all from the same company: PT Broadband Multimedia). MyNet offered unlimited bandwidth up to 256 kbps speed for Rp. 660,000 + 10% tax per month, but we couldn't use our own cable modem. It has to be rented from them (so that they can control the speed limit & bandwidth, I think).
It didn't have any big problem during the first few months, only a few disconnections every once in a while & they fixed it not too long afterwards.
Now the REAL problem came on late April 2007. My computer was struck by lightning & the modem was also dead. I called MyNet customer service to ask for modem replacement. The number is either: 55 777 333 or 55 777 088.
Oh, how they got me really frustrated! I almost always yelled at them whenever I called.
1. My call never got through during office hours! Even when I called as early as 6-7 AM! The answering machine said "Sorry, all of our customer service officer is still busy. Please hold the line" twice, then I was told to fax/email or call at different times.
2. So I started to call them around midnight and even at odd hours (3-4 AM), because it was easier to reach them. I asked for a modem replacement, then they told me to wait for their call when the modem was ready.
3. A few days passed and they didn't call. I called again & they said they run out of modems, so I had to wait about a week for the new modem. I asked whether I could use my own cable modem while waiting. They said OK & told me to fax the MAC ID no. I did it right away after buying a Motorola cable modem.
4. I called again the following day, because the modem was still not active. They said they didn't active my modem, cause the new modem had arrived & they were scheduling their technical assistant to come to my house to install the new modem.
I got furious at this point. I felt I was thrown back & forth with their stupid customer service management. It took me over a week to wait for the new modem (that means over a week without the internet), and still heard nothing from them. Even when I wanted to use my own cable modem, they just ignored me like that.
FYI, I lived in the USA for 5 years before, and I'm really used to VERY GOOD customer service. I couldn't tolerate this any longer, I had a headache from yelling all the time, and it really wasted my energy. So I cancelled the subscription right away. I thought I'd be better that way, then to rage at them all the time in the future. It would really save my health & my head. Oh, I also threatened them to put my story to Kompas, but I haven't had the time (& energy) to do it yet... Maybe someday.
On the same day, I happily switched to Telkom Speedy (it's ADSL, much faster than cable: up to 384 kbps. Cable internet in Jakarta is only up to 64 kbps with regular Kabelvision or up to 256 kbps with MyNet), which offered an unlimited bandwidth for only Rp. 750,000 + 10% tax per month. And until now I didn't have any problem with Speedy. The Telkom customer service is very nice, they're easy to reach & very helpful. They come the next day if I report a problem today. They really brighten my days.
Just like Mr. Ong said in Unspun:
I'm addicted to the internet, so a day without good internet (and good CS) is like hell to me.
Oh btw, this below is my letter to MyNet (in Indonesian) before I cancelled the service the next day. As you guessed it right, they didn't contact me at all. And guess what, they never said sorry. Ever.
--------------------------------------------
Jakarta, 3 May 2007
Ada beberapa concern penting.
Mohon ditanggapi secepatnya.
1. Susah sekali telfon ke Mynet kalau pada jam kerja. Terutama dari jam 8 pagi sampai 11 malam. Selalu sibuk, tidak pernah masuk sekalipun. Dalam sehari saya telfon berpuluh2 kali, tp ga pernah masuk. Ini masukan penting utk Mynet, tolong jalan keluarnya. Karena banyak sekali hal yg perlu dibicarakan pada saat jam kerja, akhirnya ke-pending2 terus. Baru bisa contact kalau subuh (jam 1-5 pagi). Masalah jadi tidak terselesaikan berhari2.
2. Modem saya kena petir tgl 24 April, sejak 25 April tidak bisa connect ke internet. Mati total. Tolong tagihannya di-adjust. Terima kasih.
3. Selagi menunggu modem baru dr Mynet dipasang di rumah saya (dan schedulenya belum tau kapan, customer service juga ga pernah contact saya & dihubungi SUSAH SEKALI), jadi mohon diaktifkan modem saya. Sudah dari kemarin saya fax MAC IDnya, dan katanya sudah masuk. Kenapa sampai skrg masih belum aktif modem saya?
Tolong diaktifkan. Sudah seharian kemarin ini saya tunggu, tp tetap tidak bisa connect krn blm aktif. Ga susah kan, tinggal masukin MAC ID aja?
4. Tolong customer service Mynet menghubungi saya lewat telfon, utk menentukan schedule pemasangan modem baru. Jangan seenaknya ditentukan, karena tidak setiap saat ada org di rumah. Jadi tolong KONFIRMASI dulu.
5. Saya mulai kecewa dengan customer service Mynet, yang tidak pernah minta maaf (padahal salah), tidak pernah mengangkat telfon kalau jam kerja, dan tidak pernah telfon ke rumah untuk follow up masalah. Selain itu, kerjanya juga lambat sekali & diulur2. Padahal saya sudah lapor dari tgl 25 April, katanya "akan dihubungi mengenai pengadaan modem baru". Tapi nyatanya, sampai detik ini (sudah lebih dari seminggu) saya BELUM PERNAH ditelfon dr pihak Mynet sama sekali.
Apa memang begitu cara kerja Mynet? Hanya di bulan awal2 saja diurus, lalu setelah bbrp bulan, pelanggan mulai dicuekin? Tolong perbaiki customer service Mynet, utk kebaikan perusahaan anda sendiri.
Saya minta customer service Mynet menghubungi saya SECEPATNYA (pada jam kerja hari Jumat ini) utk menjawab concern2 saya diatas.
TERIMA KASIH.
Elyse
It didn't have any big problem during the first few months, only a few disconnections every once in a while & they fixed it not too long afterwards.
Now the REAL problem came on late April 2007. My computer was struck by lightning & the modem was also dead. I called MyNet customer service to ask for modem replacement. The number is either: 55 777 333 or 55 777 088.
Oh, how they got me really frustrated! I almost always yelled at them whenever I called.
1. My call never got through during office hours! Even when I called as early as 6-7 AM! The answering machine said "Sorry, all of our customer service officer is still busy. Please hold the line" twice, then I was told to fax/email or call at different times.
2. So I started to call them around midnight and even at odd hours (3-4 AM), because it was easier to reach them. I asked for a modem replacement, then they told me to wait for their call when the modem was ready.
3. A few days passed and they didn't call. I called again & they said they run out of modems, so I had to wait about a week for the new modem. I asked whether I could use my own cable modem while waiting. They said OK & told me to fax the MAC ID no. I did it right away after buying a Motorola cable modem.
4. I called again the following day, because the modem was still not active. They said they didn't active my modem, cause the new modem had arrived & they were scheduling their technical assistant to come to my house to install the new modem.
I got furious at this point. I felt I was thrown back & forth with their stupid customer service management. It took me over a week to wait for the new modem (that means over a week without the internet), and still heard nothing from them. Even when I wanted to use my own cable modem, they just ignored me like that.
FYI, I lived in the USA for 5 years before, and I'm really used to VERY GOOD customer service. I couldn't tolerate this any longer, I had a headache from yelling all the time, and it really wasted my energy. So I cancelled the subscription right away. I thought I'd be better that way, then to rage at them all the time in the future. It would really save my health & my head. Oh, I also threatened them to put my story to Kompas, but I haven't had the time (& energy) to do it yet... Maybe someday.
On the same day, I happily switched to Telkom Speedy (it's ADSL, much faster than cable: up to 384 kbps. Cable internet in Jakarta is only up to 64 kbps with regular Kabelvision or up to 256 kbps with MyNet), which offered an unlimited bandwidth for only Rp. 750,000 + 10% tax per month. And until now I didn't have any problem with Speedy. The Telkom customer service is very nice, they're easy to reach & very helpful. They come the next day if I report a problem today. They really brighten my days.
Just like Mr. Ong said in Unspun:
So the lesson in all this is that if you have a monopoly better get your act in order fast, or at least don’t piss customers off. Pissed customers would rather go somewhere else, even though they may cost more, than to help you make and extra rupiah.Telkom has monopolized Indonesia, true, but they play a good monopoly: meaning good customer service & fast technical support.
I'm addicted to the internet, so a day without good internet (and good CS) is like hell to me.
Oh btw, this below is my letter to MyNet (in Indonesian) before I cancelled the service the next day. As you guessed it right, they didn't contact me at all. And guess what, they never said sorry. Ever.
--------------------------------------------
Jakarta, 3 May 2007
Ada beberapa concern penting.
Mohon ditanggapi secepatnya.
1. Susah sekali telfon ke Mynet kalau pada jam kerja. Terutama dari jam 8 pagi sampai 11 malam. Selalu sibuk, tidak pernah masuk sekalipun. Dalam sehari saya telfon berpuluh2 kali, tp ga pernah masuk. Ini masukan penting utk Mynet, tolong jalan keluarnya. Karena banyak sekali hal yg perlu dibicarakan pada saat jam kerja, akhirnya ke-pending2 terus. Baru bisa contact kalau subuh (jam 1-5 pagi). Masalah jadi tidak terselesaikan berhari2.
2. Modem saya kena petir tgl 24 April, sejak 25 April tidak bisa connect ke internet. Mati total. Tolong tagihannya di-adjust. Terima kasih.
3. Selagi menunggu modem baru dr Mynet dipasang di rumah saya (dan schedulenya belum tau kapan, customer service juga ga pernah contact saya & dihubungi SUSAH SEKALI), jadi mohon diaktifkan modem saya. Sudah dari kemarin saya fax MAC IDnya, dan katanya sudah masuk. Kenapa sampai skrg masih belum aktif modem saya?
Tolong diaktifkan. Sudah seharian kemarin ini saya tunggu, tp tetap tidak bisa connect krn blm aktif. Ga susah kan, tinggal masukin MAC ID aja?
4. Tolong customer service Mynet menghubungi saya lewat telfon, utk menentukan schedule pemasangan modem baru. Jangan seenaknya ditentukan, karena tidak setiap saat ada org di rumah. Jadi tolong KONFIRMASI dulu.
5. Saya mulai kecewa dengan customer service Mynet, yang tidak pernah minta maaf (padahal salah), tidak pernah mengangkat telfon kalau jam kerja, dan tidak pernah telfon ke rumah untuk follow up masalah. Selain itu, kerjanya juga lambat sekali & diulur2. Padahal saya sudah lapor dari tgl 25 April, katanya "akan dihubungi mengenai pengadaan modem baru". Tapi nyatanya, sampai detik ini (sudah lebih dari seminggu) saya BELUM PERNAH ditelfon dr pihak Mynet sama sekali.
Apa memang begitu cara kerja Mynet? Hanya di bulan awal2 saja diurus, lalu setelah bbrp bulan, pelanggan mulai dicuekin? Tolong perbaiki customer service Mynet, utk kebaikan perusahaan anda sendiri.
Saya minta customer service Mynet menghubungi saya SECEPATNYA (pada jam kerja hari Jumat ini) utk menjawab concern2 saya diatas.
TERIMA KASIH.
Elyse
--------------------------------------------
Sorry this is so long >_<
Just thought I could warn future Kabelvision / Digital 1 / MyNet (Broadband Multimedia) customers.
Bottom line: Go switch to Telkom Speedy quick! You'll be thankful at the end of the day.
