Excelcomindo's service

Excelcomindo's service

I have found Excelcomindo's short message service (SMS) very
beneficial. As mentioned in the ads, customers can send 10 free
messages per day. Unfortunately they don't mention that the 10
free messages include failed ones.

On Jan. 27, 2001 I experienced some inconvenience of having
some of my messages fail. Therefore, I kept trying to re-send my
failed messages. But since Jan. 28 I haven't been able to send
any more. So I called the customer service on Jan. 29 at about 5
p.m. and was answered by Ms. Widya. She said that I had sent more
than ten messages. As a result, I was not able to send any more
messages, yet my prepaid card is valid until Feb. 27. I am
absolutely sure that if the company honestly checks its data, it
would find that I had sent less than 10 successful messages.

What I wasn't aware of is that Excelcomindo counts every
failed message, which I find very unfair and illogical. Firstly
because the failed messages are really not the customer's fault.
Secondly, I am absolutely certain that no customers has ever been
informed about this until the time they file a complaint.

What I expect is the company to inform its customers about
this policy. Since it has not been made known publicly the
company should be considered as concealing information.
Consequently, customers have to buy a new voucher even though
they still have credit in the card to make phone calls.

I would like the company to provide a satisfactory solution to
this problem.

DEVINA MARISKOVA

Jakarta