Indonet's service<\/p>\n
Just a year ago I wrote a letter about Indonet in this column,
\nwhich seems to be the Consumers' Court of Last Resort when pleas
\ndirectly to providers of goods and especially services do not get
\na response. After the letter appeared there was a great deal of
\npersonal attention: e-mails, cookies (the eating kind, not the
\ncomputer kind), and a lunch invitation, from the president
\ndirector.<\/p>\n
In the next months service even seemed to improve. But in the
\nlast two months service has again deteriorated. Since the end of
\n1999 there has been more interruption to service than service.
\nTechnical problems are one thing. Disregard for customers and
\ncustomer service is the real issue, and it is one that will not
\nbe resolved by a free lunch from the owner.<\/p>\n
Over the Y2K weekend one might have expected that local
\nInternet service providers would have had someone on standby to
\nanswer calls. Not our Indonet. The highest tech countries and
\norganizations in the world saw fit to ensure good service by
\nkeeping special work crews through the critical period. Not our
\nIndonet. When, after an Internet-less New Year's weekend I was
\nfinally able on Jan. 3 to reach a technician at his home, his
\nreaction when he got to the Indonet Medan office was to threaten
\nthe staff he thought might have given a customer his home number.
\nUnless an Indonet Medan customer is lucky enough to have a
\nproblem during regular business hours, there is no way to report
\na problem, let alone to get help solving it.<\/p>\n
One reason service remains so bad is that those ultimately
\nresponsible for the company's service, the directors and
\nshareholders, are well-shielded from any contact with unhappy
\ncustomers. In Medan they do not take phone calls, do not make
\nface to face appointments with customers, do not even disclose
\ntheir names. Marketing and Accounting are Indonet Medan's focus.
\n(Billing service is quite good; my bill is personally delivered
\neach month and collection of the payment is early).<\/p>\n
Jakarta Indonet, where service does seem better, has little
\ninfluence over its Medan subsidiary. So again I ask Indonet,
\nusing the most effective medium I know of to reach the
\nresponsible executives: what will you do to ensure better
\ncustomer service in Medan?<\/p>\n
DONNA K. WOODWARD<\/p>\n
Medan, North Sumatra<\/p>", "url": "https:\/\/jawawa.id\/newsitem\/indonets-service-1447893297", "image": "" }, "sponsor": "Okusi Associates", "sponsor_url": "https:\/\/okusiassociates.com" }