{
    "success": true,
    "data": {
        "id": 1521354,
        "msgid": "ibms-service-1447893297",
        "date": "1997-12-31 00:00:00",
        "title": "IBM's service",
        "author": null,
        "source": "JP",
        "tags": null,
        "topic": null,
        "summary": "IBM's service The Jakarta Post's \"Your Letters\" section seems to have become the court of last resort for consumers in Indonesia who cannot get reasonable satisfaction through the channels available within companies. This complaint is with Indonesia's IBM Internet service, otherwise known as IBM NET. IBM began to offer internet\/email service in Medan in 1995. When IBM offered a local (Medan) access phone number, many of us signed on with IBM for two reasons.",
        "content": "<p>IBM's service<\/p>\n<p>The Jakarta Post's \"Your Letters\" section seems to have become<br>\nthe court of last resort for consumers in Indonesia who cannot<br>\nget reasonable satisfaction through the channels available within<br>\ncompanies. This complaint is with Indonesia's IBM Internet<br>\nservice, otherwise known as IBM NET.<\/p>\n<p>IBM began to offer internet\/email service in Medan in 1995.<br>\nWhen IBM offered a local (Medan) access phone number, many of us<br>\nsigned on with IBM for two reasons. The first was IBM's renowned<br>\ninternational reputation for excellent service to customers. The<br>\nsecond reason was that with IBM we had access to our ibm net<br>\naccount via a local phone call from almost any major city in the<br>\nworld -- not just in Medan. Those from overseas or those who<br>\ntravel often could access the internet from Medan or overseas,<br>\nwith the same ease.<\/p>\n<p>Did I say ease? In Medan, it is no longer easy to use ibm net.<br>\nOften for extended periods the Medan access number is not<br>\nanswered at all, and one must access ibm net through Bandung or<br>\nJakarta, a much more costly undertaking. And at the Medan \"help<br>\ndesk\" the technician is frequently unavailable. When he is<br>\navailable, often he cannot solve the technical problem.<\/p>\n<p>We in Medan signed up with ibm net because of their commitment<br>\nto provide a local access number and a local help desk staffed by<br>\nknowledgeable and available technicians. Yet IBM Indonesia does<br>\nnot seem terribly interested in keeping their commitment to<br>\nprovide these services to us in Medan.<\/p>\n<p>The person who originally marketed ibm net and solicited our<br>\nbusiness in Medan has evidently washed his hands of this no-<br>\nlonger-profitable venture and gone on to more lucrative licenses.<br>\nWhen we notified him about the service problems with ibm net, he<br>\nsuggested that instead of putting up with ibm net, we sign on<br>\nwith a competing service he is rumored to be involved with now<br>\n(isn't this a conflict of interest?).<\/p>\n<p>Several of us have sent emails to ibm net's Indonesia address<br>\nabout the lack of service in Medan, but the fine folks staffing<br>\nthat office seem to feel no obligation to respond. Does IBM<br>\nInternational not care how their reputation for all products<br>\nsuffers at the hands of unresponsive service providers?<\/p>\n<p>DONNA K. WOODWARD<\/p>\n<p>Medan, North Sumatra<\/p>",
        "url": "https:\/\/jawawa.id\/newsitem\/ibms-service-1447893297",
        "image": ""
    },
    "sponsor": "Okusi Associates",
    "sponsor_url": "https:\/\/okusiassociates.com"
}