{
    "success": true,
    "data": {
        "id": 1539289,
        "msgid": "consumer-dreams-1447899208",
        "date": "1997-05-23 00:00:00",
        "title": "Consumer Dreams",
        "author": null,
        "source": "",
        "tags": null,
        "topic": null,
        "summary": "Consumer Dreams I read with great interest the article Consumer rights remain a dream in The Jakarta Post, May 11. It came just when I was letting off steam about a typical \"Indonesian\" case of service with no service, where customers are completely ignored by the provider. I hope to make it short but detailed for you to understand. We have been running our business south of Jakarta, where the lack of telephone lines forced us to rely on the service of PT Radio Telephone Indonesia (Ratelindo).",
        "content": "<p>Consumer Dreams<\/p>\n<p>I read with great interest the article Consumer rights remain<br>\na dream in The Jakarta Post, May 11. It came just when I was<br>\nletting off steam about a typical \"Indonesian\" case of service<br>\nwith no service, where customers are completely ignored by the<br>\nprovider.<\/p>\n<p>I hope to make it short but detailed for you to understand. We<br>\nhave been running our business south of Jakarta, where the lack<br>\nof telephone lines forced us to rely on the service of PT Radio<br>\nTelephone Indonesia (Ratelindo).<\/p>\n<p>Part of the initial investment in this telephone system<br>\nequipment was despite the empty promises (same quality as the<br>\nnormal line - it is very inefficient and overwhelmed by problems<br>\nlike echoes, delayed voices, stuttering words, robotic sounds,<br>\nclipping, etc.) that generally affected 70 percent of any<br>\ntelephone conversation.<\/p>\n<p>Even if we asked for problems to be fixed this was never<br>\nseriously attended to and almost two years after we got it, it<br>\nhad only improved a little, leaving us with a stuttering tool to<br>\nsupport our business that relies on good telecommunication.<\/p>\n<p>We believe we are a good customer (we pay an average of Rp<br>\n5,000,000 a month) and are punctual in payment. Therefore, my<br>\nnext request was a discount on the rates. If a phone call that<br>\nshould last five minutes actually lasts twice as long because<br>\nboth parties have to keep repeating themselves, why should I pay<br>\nfull rates?<\/p>\n<p>After months of faxes and phone calls on May 6, 1997, we even<br>\nhad the lines disconnected as \"we did not pay the bills since<br>\nJanuary.\" After providing full supporting documentation they have<br>\nbeen reactivated, but, of course, no apologies.<\/p>\n<p>On May 19 we received a fax from Ratelindo announcing a 5<br>\npercent discount in May. What do we do with it? We are not<br>\nlooking for charity.<\/p>\n<p>After so many months of struggle we have no option but to look<br>\nfor more reliable sources ... Therefore my questions are as<br>\nfollows:<\/p>\n<p>1. How important is a customer in a service providing industry<br>\nsuch as telecommunications?<\/p>\n<p>2. How can such a company survive in the long run in this<br>\nextremely competitive market and intense capital investment?<\/p>\n<p>3. How can such an industry move forward when the base of its<br>\nphilosophy is completely neglected: \"The customer is always<br>\nright.\" In Indonesia consumers' rights remain a dream.<\/p>\n<p>JEAN PIERRE SEVEKE<\/p>\n<p>Jakarta<\/p>",
        "url": "https:\/\/jawawa.id\/newsitem\/consumer-dreams-1447899208",
        "image": ""
    },
    "sponsor": "Okusi Associates",
    "sponsor_url": "https:\/\/okusiassociates.com"
}