Bolt, Indonesia’s only 4G mobile internet service, has been a ray of light for Indonesia’s techies since it launched 10 months ago. But the way the company is treating its users lately, it’s likely a backlash is coming.
Operating in Jakarta, Bogor, Depok, Tangerang, and Bekasi areas, Bolt currently serves over 750,000 users in Indonesia – many of whom will notice big changes in the next billing cycle. The company has very stealthily increased prices and slashed data plans, without making any formal announcements on its website or social media accounts.
What’s even more surprising is that the new package deal – which affects existing customers – cuts the 4G data quota in half while keeping the price the same. The company substitutes the missing half by giving users a bonus data quota which will only be valid for seven days.
Here’s a price comparison between the old and the new data deals:
Bolt’s old price list
Bolt’s new price list
While the new price offers a larger total 4G quota, most of that comes from the heavily restricted bonus. What’s even more odd is that the packages for IDR 150,000 (US$12) and IDR 200,000 (US$16) give users 14GB and 21GB bonus quotas for just one week. Given that Bolt’s internet signal is quite unreliable from time to time, it’ll be difficult for users to finish off so much data in just seven days. And users agree:
See: 8 unique things about tech in Indonesia
Why all the anger?
Bolt isn’t breaking any regulations by not announcing its price changes to customers. And even with the new pricing, Bolt still looks more affordable than the 3G mobile internet service packages available in Indonesia. But Bolt’s customers are still venting on social media.
Customers feel that the company has a responsibility to notify its users of any changes in terms of services, especially when the change is so significant. At least, the company must show good faith to its customers that they want to be fair with them.
But what the customers get is this: they have to tolerate Bolt’s inconsistent internet service while still paying the full price. And now it feels even worse when you’re getting less for your money.
Bolt’s customer care Twitter account replied to some customers that they have to read the terms and conditions carefully:
@chawrelia @BOLTSUPER4G Hi Aurel. ya benar. Syarat dan ketentuan sudah dilampirkan supaya bisa dibaca dengan teliti 
— BOLT! Care (@BOLTCare) October 2, 2014
What’s worse is that Bolt may still change its pricing after December 31 2014. So there is reason to be pessimistic about Bolt’s new pricing in the future.
Sadly, Bolt is not the only company failing to notify users of price changes in Indonesia. This may be an area where the government needs to intervene.
Telkomsel, the country’s biggest telco, plans to roll out its 4G service in the coming months, starting in Bali. Another telco, XL Axiata, indicates that it will launch its 4G service in the immediate future.
Indonesia’s only 4G service breaks hearts with stealthy price hike
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