Indoprom and 'Time' magazine

Indoprom and 'Time' magazine

Following the terrorist attacks on the U.S. on Sept. 11, I
impatiently waited for the arrival of the Sept. 24 Time magazine
No. 12 to read the report on the Black Tuesday terrorist attacks.
Unfortunately, by Thursday Sept. 20 I had yet to receive the
magazine. I immediately contacted Indoprom, the distributor of
Time magazine in Indonesia. Customer service officer Mr. Wahyu
said he would contact his agent in Slipi to get confirmation
about my complaint and promised to call me back.

Several days went by but there was no call from Indoprom.
Finally I contacted Indoprom again and received a reply similar
to that of Mr. Wahyu. I was advised to wait for the agent's
confirmation. Still I received no news.

I called Mr. Wahyu again and he said that his company had
received many complaints about Time No. 12. I then asked him to
confirm how much longer I would have to wait for the magazine,
whether two more weeks or one month. He, however, could not
promise anything. Feeling no certainty about it, I finally sent
an e-mail to the Hong Kong-based Time explaining the problem and
asked them to send the magazine as I had paid the subscription a
year in advance.

Ms. Josehline Chung of the customer service of Time Asia
immediately responded that she was sorry for what I had gone
through and promised to send me the magazine on Oct. 3. Six days
later I received the long-awaited magazine.

I thank Ms. Josehline Chung and Time Asia in Hong Kong for
their quick response in handling a complaint from a customer in
Jakarta.

LINDA TANGDIALLA

Jakarta