Satelindo promises to pay double billings<\/p>\n
JAKARTA (JP): Cellular phone operator PT Satelindo's
\npresident, Iwa Sewaka, promised yesterday his company would
\ncompensate customers for recent billing errors.<\/p>\n
Iwa said Satelindo would reimburse subscribers who had been
\nbilled twice after an error in the company's billing system over
\nthe past two weeks.<\/p>\n
"We will fix new billing equipment by Aug. 1," he said.<\/p>\n
Iwa said Satelindo was upgrading its billing system.<\/p>\n
"It will take about three months, but everything will be fine
\nthis week," he said.<\/p>\n
As the first of three operators of the Global System for
\nMobile Communications (GSM) in Indonesia, Satelindo
\nhas launched a series of gimmicks to attract customers.<\/p>\n
But the company failed to anticipate how quickly its customer
\nbase would grow and its network's capacity was insufficient.<\/p>\n
Thousands of Satelindo's GSM users were confused and upset
\nafter being billed twice for the same month.<\/p>\n
Satelindo rarely responded to customers calls and when it did
\nthey did not provide satisfactory information.<\/p>\n
"I don't think that the customer service attendants understand
\nwhat's going on in their company," one customer said.<\/p>\n
In late May, a technical error caused Satelindo's network to
\ncrash for more than 12 hours.<\/p>\n
The failure occurred during the company's network expansion
\nproject. Customers in Greater Jakarta could not make or receive
\ncalls for a day.<\/p>\n
Analysts said such problems could affect Satelindo's image
\nahead of its initial public offering next year.<\/p>\n
Satelindo's has about 380,000 customers, of which about
\n300,000 are in Greater Jakarta.<\/p>\n
The three GSM operators in Indonesia are concentrating on
\nGreater Jakarta which is a key market.<\/p>\n
But networks in Greater Jakarta are still not perfect with
\nfrequent blank spots and calls being cut off. (icn)<\/p>",
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