ATTGLOBAL's service

I have been a customer of IBM NET, now known as ATTGLOBAL Net, for almost five years. Under IBM the service was flawless and I never had a complaint. Unfortunately, with the merger of ATT and whomever else to form ATTGLOBAL there has been a severe lack of service and the customer service has deteriorated to a point where it is non existent.

I have experienced two very serious problems with my e-mail. The first was when the message announcement read that there were five messages and I only received two. This went on in varying degrees for four days. All my calls were responded to with an accusation that I was lying, and this was untrue. But it was true because we had complained about it before.

After five days of complaints, lo and behold, my messages all arrived. It must have been a miracle. But the worst was that a few days ago I found that my "send file" had been deleted all the way back to Jan. 31, 2001. I had nothing after that date. I was most distressed and called ATTGLOBAL to help me since there were many important mails in that file. Their answer again was that I was not telling the truth and I must have deleted the file myself.

If they had taken the time to look in my "trash file" they would have seen that it had many items waiting to be deleted from the end of last year. To make matters worse they refused to tell me whom I could contact in charge of this office overseas. One of my staff is now dedicating her life to finding out who might be in charge outside Indonesia. She spends two hours a day trying to get this information. Every number they gave us was incorrect and the phone bills to the States were starting to add up.

I was told by Pak Hari, Managing Director (or so he claims) that the Jakarta office reports to no one, and beside him and an e-mail address he had there was no one else in charge of the Indonesian office. I thought that unless one was self-employed or the owner of a company, we all work for someone. ATTGLOBAL Net, though, is not connected in any way to ATT, IBM or another company. This is not the perception that people are given. People believe that a large company owns ATTGLOBAL. If I had known that it was a stand-alone company I would have changed when IBM was no longer involved.

If anyone of your readers knows who can be contacted outside of Indonesia in this regard would they please let me know.

SARA F. HENDERSON

Jakarta