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