IM2 Rant: #1

Starting a series here as IM2 are either too uncaring or too dumb to spot an occasional posting about their bad service.

A friend of Unspun met with some IM2 directors today and she complained about how slow the service is. Their reply?

Yes they know that the service is slow but that’s because they have too many new customers. They also offered to waive her monthly fees because they know her.

Is this any way to serve customers? By screwing your already loyal customers in favor of acquiring new ones?

IM2 Sucks. Big Time

Go on Facebook, Twitter, Plurk or any other social media and you will hear a resounding disgust with IM2’s 3G HSDPA service.

Of late it has gone so slow and so difficult to connect that it is more than useless; it is a continual source of frustration.

The reason, as someone pointed out in a previous posting in this blog, is that Indosat’s increased its customers and therefore its speed has gone down.

A little like Jakarta traffic where the cars keep increasing but the amount of roads remain the same.

You wonder where is the sense of shame where Indosat’s directors are concerned. If I were them I’d be so ashamed to put out a product like this. I would also apologize profusely to my customers.

But do we hear a peep from Indosat IM2?

If there are any readers out there who are as disgusted as Unspun with IM2 please leave a comment on this posting to let them know how you, their customer, feels.

And while I’m on a rant, here’s another piece of stupidity. Go to their website and what you will see is a faux customer service friendly message like this:

call“Give us a call”, with graphic of a voice operator usually implies that you can make voice contact. But is there a phone number? Who does these things and get paid for it?

At last – a reliable and fast ISP?

Back in December Unspun asked readers what’s a good ISP – Internet Service Provider – in Jakarta. There were some useful suggestions and then Jeremy Wagstaff, whose knowledge of loose wires and connected ones surpasses mine by tons, suggested that I should chat with Andre O. Halim, the president director of netZap.

Initially Unspun was not keen because an initial brush with their customer service did not yeild the best of results. Plus Unspun’s office was now subscribing to a ISP with a microwave link, which was not too reliable. But considering the choice out there it was worth a shot.

So Unspun trooped over to Andre’s office sometime in December to have a chat with him. A good start was that he was not defensive about the bad service we had earlier but sid that he wantd to understand the problem so he could fix it. We then talked about matters technical (of which Unspun pretended to understand) and at the end of the talk Unspun, head spinning, decided to try our netZap.

We tried the Group Package on offer which is meant for “gamers, SMEs etc” and comes with a tag of Rp900,000 per month. You could set it up for up to eight people. So far, Unspun is happy to report, the service has been reliable and very fast.  How fast? According to the Indosat IM2 speedtest the Upload speed was 760kbps while the Dowload speed was 731kbps. Not too bad. This means you can actually watch YouTube without interruptions as the computer tries to buffer.

Unspun then tried to check the speed of our broadband with our Uninet connection. Uninet also uses microwave and what I got was an Upload speed of 622kbps and Download speed of 531kbps.

So netZap wins heands down for now. Unspun‘ll post in a couple of months to see if netZap will maintain its speed and quality. In the meantime, to be fair, not everyone is happy. My brother-in-law in Kebun Jeruk who’s also a netZap subscriber says that his speed has gone down in the past month or so and when he called them they said that this was because they were saturted with subscriptions for the area.

On a related matter, what gets Unspun’s goat is how S_L_O_W the HSDPA connection for IM2 has become in recent weeks. On bad days it is almost impossible to get a connection at all and on good days the internet is so slow that it takes you back to connection speed ala Suharto days.

What Unspun can’t understand is why doesn’t the YLKI or other consumers associations go after Indosat for failing to live up to their promise of a 3 Gigabytes/second speed. What’s happened to all those lawyer who are so quick at filing class action suits?