Tag Archives: service

Rant: Data Connection QoS in Indonesia

I don’t understand what is the problem with data (wireless) connection in Indonesia. Wait… not only the data connection, but also the voice quality.

At one time, I can get EDGE in GSM/GPRS coverage and 3.5G in UMTS coverage. But at the other time, same day, same place, the network just refused my connection – voice and data. Then when I was doing un-resume-able download, the network just conveniently disconnected me while I was at 90%. Being on a metered access, that’s several MB of wasted bandwidth (and data “minutes”).

But, sadly, I kind of understand the dilemma that network operators are facing.

It’s a race between network capacity v.s. subscriber growth.

How to expand capacity? For 2G network (I’m not really an expert in radio planning, but at least here’s the idea):

  • optimize the network through better frequency planning, coverage planning, etc.
  • add more GSM carriers and then re-optimize the network.
  • reduce cell size, add new BTS site
  • add new 1800 MHz cell – if not already
  • well, you can also go to 3G and then the above game repeats…

In short it needs money. A lot of.

Ideally subscriber growth also brings revenue growth for financing
network capacity expansion. But if we’re giving away services for free…
then it’s spelled T-R-O-U-B-L-E. No money to invest, lah. :-)

And at a certain point, statistically, the network will give up. Can not support additional users. No calls can be made. Let alone data connection. And, sadly – like Kompas/detik.com reported few days ago – lives are lost due to unavailability of network for emergency calls…. [Links to follow]

I guess this is serious problem enough for operators and all the technologists and technocrats to think of solutions.

Hey, how do you expect VAS and data service to grow when the network is SOOO BAD…. :-(

Nokia Service – Update

Until now, no response from my email. I sent the email to Nokia Indonesia and OkeShop customer care & hotline. Oh, BTW, OkeShop is the retail arm of Trikomsel, and they apparently handle the service center as well. The branch people refers it as “Pusat”

Here’s the address & business hours:

Oke Shop – Trikomsel Multimedia
Gedung Wirabuana,
Jl. Abdul Muis 24, Jakarta 10160
Indonesia
Hotline : (021) 3522 777
SMS: (0817) 0140 254
Email: callcenter@oke.com
Kritik dan Saran: customercare@oke.com

Jam Operasional
Senin – Jumat: Pk 08.00 – Pk 19.00 WIB
Sabtu: Pk 08.30 – Pk 16.00 WIB
Minggu / Hari Raya: Libur

So I gave them a call last Friday. And was received by Ms. Fetri. She promised to look at my case and give me a call on Monday. Yesterday, I received an SMS from her:

“… mau konfirmasi tentang status hp bpk kl hp tsb sdh tdk dapat diperbaiki lg & harus ganti mesin. Sy minta maaf sekali karena untuk proses penggantian mein ini akan memakan waktu yg agak lama, perkiraan awal bln Maret bru bs selesai. Sy minta maaf yg sebesar2nya ya pak u hal ini, sy harap bapak dpt memahaminya. Atas perhatiannya sy ucapkan terima kasih.”

Translation:

 ”… your handphone can not be repaired and must be replaced. Thousand apologies because replacement could take some time until est. early March. Deep apology for this, hope you can understand. Thanks…”

What can I say…? Sigh… At least they replaced it for free… (under warranty).

Open letter to Nokia Service Center

Dengan hormat,

Mohon agar saya bisa mendapatkan update mengenai status reparasi ponsel dengan nomor job s.d.a.

  1. Saya mencoba menghubungi NSCC Klp Gading melalui telpon 4585-3901/02 tetapi nomor tersebut TIDAK PERNAH dijawab
  2. Email ke npc_klpgading@trikomsel.co.id, seperti yang tertera di website resmi Nokia Indonesia, tidak mendapat tanggapan karena email address tersebut SALAH!!
  3. Menurut petugas di counter NSCC Kelapa Gading yang saya temui hari Selasa, 1 Jan 2008, ponsel tersebut sudah diserahkan ke Pusat untuk perbaikan. Demikian juga dijanjikan bahwa saya akan dihubungi, tetapi juga TIDAK PERNAH direalisasikan.

Saya mengerti bahwa antrian reparasi tentunya cukup panjang. Tetapi saya juga berharap Nokia dan Trikomsel sebagai salah satu distributor resmi Nokia memiliki komitmen yang tinggi untuk menjaga kualitas layanannya.

Mohon agar dapat difollow up dengan segera, mengingat sudah satu bulan lebih tidak ada progress yang berarti.

Saya tidak ingin kejadian-kejadian seperti yang dialami customer lain terulang kembali, misalnya:
- Service Center Nokia Mengecewakan …hiks
- http://www.mediakonsumen.com/Artikel515.html
- http://kaskus.us/archive/index.php/t-530772.html
- Trikomsel sangat tidak profesional

Terima kasih atas perhatiannya,

Andreas Surya

How long…

… Does it take to repair my N95?

It’s been 4 weeks since they took my phone for servicing.

Actually they didn’t promised anything except it’s going to take “at least three working days” and they will SMS me when it’s ready for pick up. (I wonder why I agreed to the condition… But do I have a choice?)

Left in the dark… Wondering… Not very convenient. This is my first repair experience and it’s not very pleasant!!

How to improve?
Understaffed thus looong service/repair time?
Lack of communication?

Talking about managing customer’s expectation…