No repair service

No repair service

I bought a pair of Dr. Martens sandals from a shoe store at
the Kelapa Gading Mall. After wearing the sandals for about a
month and a half one of the buckles broke. I approached the Dr.
Martens store to have it repaired and was told they did not have
the facilities to repair the sandals.

The shop referred me to the distributor for Dr. Martens
Airwair in Indonesia. The distributor suggested I get the sandals
repaired at any shoe repair shop or by any traveling cobbler.
Contacting Airwair Limited's Customer Service Department in
England was not much help either. They sent me a fax on Dec. 19,
1996 promising immediate action, but nothing has happened since.
I sent a second letter explaining my dilemma but have still
received no reply.

I have two complaints against Dr. Martens Footwear. One is of
course their abysmally poor customer service. They toss
customers' complaints from one office to another, claiming it is
not their responsibility. And when a company sells a certain
product, it has a responsibility to also provide either repair
facilities or have a replacement policy. Dr. Martens Airwair
offers neither. Their policy seems to be "sell and forget".

SRIDHAR RAMASWAMY

Jakarta