Ericsson must be more prudent

Recently, I took my defective T39, purchased in Indonesia, and still under warranty, to Global on Jl. Arteri, Pondok Indah, an Ericsson Authorized Service Center. They checked and told me the phone was defective and they could not repair it, and they would have to give me a replacement, but would have to use my scratched flip and my old antenna for the new replacement phone. I told them that was fine. I also told them if they had to replace the whole thing, I wanted either the same off-white color, or black, but not purple.

They loaned me a T28, which did not work most of the time. All I could get was SOS calls only, even when my wife's phone worked fine, both using Satelindo postpaid SIM cards.

I was told it would take three weeks for the replacement. It seems they had three other T39s awaiting replacement and those had been there for three weeks. I told them it was not acceptable.

I spoke to someone called Ika, and told her I needed a phone for my use, and it was not right that they held my phone for three weeks, and asked for an earlier replacement. She promised to call me back. She didn't. I finally got Ika on the 14th.

She told me if I was not happy with Global, I should take the phone to another service center in Roxy Mas. When I asked if I could get a replacement faster at Roxy Mas, I was told she didn't know and I could try.

I told her I had no problem with Global, my problem was with why it took so long for Ericsson to replace the defective phone, especially since it was still under warranty. She told me it was "company policy". I then asked to speak to her manager. She told me I could not. I asked for the phone number of their main office. She could not give me that either, all the time citing "company pol1icy".

I then wrote to Ericsson in Sweden that evening to complain, and I got a reply the next morning that "Your question has been forwarded to the SonyEricsson help desk for your country. They will contact you promptly."

Nobody contacted me. Finally they replaced my mobile phone, but it was a purple. I had no choice but to accept it.

The fact is that if you check the market, you will find that the purple sells for a lower price than the other colors.

Ericsson's Customer Care really does not care about the customer. Is it a wonder they're losing money?

H.S. NARULA, Jakarta