Customer service or lip service?<\/p>\n
On May 20, 1997 I purchased a stove in Medan from Modena (PT
\nIndomo Prima), the Jakarta-based sole distributor of this Italian
\nmade product. Upon delivery and installation, we checked and
\nverified that all burners (four hot plates, oven and grill) were
\nin working condition.<\/p>\n
After the stove was installed, I examined the instruction
\nmanual to find Celsius conversion temperatures for the numbers on
\nthe stove's regulator dial. They were not to be found in any
\nliterature from Modena, so I telephoned their office and was told
\nthe conversions for the numbers one to eight over the telephone.<\/p>\n
We used the numbers to bake a cake according to a cookbook
\nrecipe, at a temperature of 200 degrees Celsius for 30 minutes.
\nThe cake started burning after 20 minutes, indicating the oven
\ntemperature was too hot, and it ended up being a total failure.<\/p>\n
The next morning I paged the salesman and he promptly returned
\nmy call. He gave me the other conversion numbers. But the
\nsalesman called back 30 minutes later telling me to forget the
\nlast numbers and gave me new conversion numbers. I told him that
\nall I had now was a bunch of useless numbers, and would they
\nplease send a repairman to my house to verify the actual
\ntemperatures against the control knob settings.<\/p>\n
The manager telephoned to inform me they had no such
\nequipment. He said they had never encountered any problems like
\nthat before. I said the first piece of technical equipment that
\nevery oven repairman should carry was a thermometer. This would
\nconfirm that the oven was working satisfactorily. They said that
\nif I purchased an oven thermometer, they would use it to check my
\nstove. I declined their offer, saying I didn't conduct business
\nin such a manner.<\/p>\n
I asked for the Jakarta phone number and name of his
\nsupervisor. I told the staff I would return the product if they
\nrefunded my money, but my words fell on deaf ears.<\/p>\n
On May 24, I telephoned the company and explained to him step
\nby step what had transpired. He listened without comment, took my
\nname and phone number, said he would talk to his manager, and get
\nback to me. But he never did.<\/p>\n
One hour later, the Medan office called to say they would send
\na technician to my house. The technician was a Modena employee
\naccording to his badge, but he still was not carrying a
\nthermometer. When I asked him what procedure he would use to test
\nthe oven, he didn't seem to have any idea or answer, and asked if
\nhe could use the phone to call his office. Afterward, he showed
\nme a new list of numbers they had given him for the conversion of
\nthe dial numbers to oven temperatures. He soon left, and I
\nhaven't heard from him since.<\/p>\n
I am confused, angry and definitely not a satisfied customer.
\nOnce a business receives payment for the product, it seems the
\ncustomer is no longer important.<\/p>\n
I am still waiting for Modena to check my oven to verify the
\ncorrect conversion of the numbers into degrees Celsius.<\/p>\n
ROBERT C. MILLER<\/p>\n
Medan, North Sumatra<\/p>", "url": "https:\/\/jawawa.id\/newsitem\/customer-service-or-lip-service-1447893297", "image": "" }, "sponsor": "Okusi Associates", "sponsor_url": "https:\/\/okusiassociates.com" }