Update 3:50pm: Andy Sumantri and his boys must be still out for lunch as Unspun‘s received no call from them as promised. Unspun‘s guess is that they’re out for lunch permanently and take work-breaks , a bit like toilet-breaks,where they visit the office now and then. It would be interesting to see when they would ever return the call. Anyone brave enough to take bets on this?
Update 11.19am: Finally managed to reach Jola and asked her why she did not keep her promise to phone me. She said her technical people still did not know what was the cause and they were away. Could they call me after lunch?
I said not good enough. Let me speak to your supervisor. She was nice enough and put me on hold. After a long while she came back and said the supervisor was away in a meeting. Could she call me back after lunch?
I said not good enough, let me speak to your general manager. She put me on hold again and after a long while where a canned bule voice told me how great Kabelvision was and how its officer were all ready to help me, came back to say that her boss was – you guessed it – in a meeting. Could I call back or have them call me – you guessed it – after lunch?
I managed, however to extract her boss’s extension number and name in case they didn’t call back and I could not get through again. I am waiting foe the call but as a public service – in case any of you can’t get through the automated messages for customer care – the manager’s name is Andy Sumantri and he’s on extension 6503. The phone number is 55 7777 88 x 6503. Now, anyone has James’ mobile number where Unspun can make a complain to?
If your broadband internet connection goes down, just try getting Customer Care of Kabelvision and see if you do not die of frustration.
Our office internet has been down since yesterday. We called Kabelvision and after many times got through and were told that the disruption was because of server migration. If they were migrating their servers, shouldn’t they be informing customers way before of possible disruptions?
Today we tried calling Kabelvision again because the internet connection was still down. In five hours of trying I got through only once. The officer, one Jola, answered but did not know what was the cause of the disruption. She promised to call back in one hour. She never did.
At other times when you dial up customer care, the moment you press the #1 button you immediately get a “all of our customer care officers are busy…” message. This is repeated twice and then you are told to fax or e-mail them because all the officers are busy. You get the same response, or should Unspun say, non-response, both in English and Indonesian services.
If the customer care officers are so overwhelmed then shouldn’t Kabelvision do something about this? What is the excuse of such non-response.
This is another case of what’s wrong with this country. Too few players and the existing ones are those who succeed because they suck up to the powers that be rather than do a good job. Competition is distorted and the well-connected and unctuous prosper. Don’t believe Unspun? Ask yourself the question: what was the last project that James Riady undertook that was well managed and and a success?