Phone firm doesn't pick up the phone

Phone firm doesn't pick up the phone

On Aug. 26, 1999, my boss was departing to the U.S. and asked
me to check whether his Simpati, SIM card from Telkomsel is able
to "roam" in Boston. I called 8282811, Telkomsel's customer
service number. I made the call from 8 a.m. until midday without
success. Thinking that one of Telkomsel's hunting lines might be
broken, I even used two telephone lines simultaneously, but both
were answered by answering machines. What is irritating is that
the answering machine kept repeating that Telkomsel's service is
24 hours and asked me to hold before cutting the line off. Cut
off, I redialled, and was greeted again with the answering
machine, and then cut off again. It happened every time. Thinking
that maybe calls had to be made from a mobile phone using
Telkomsel's own network, instead of usual telephone lines, I
tried number 111 but also with no success. In the evening of Aug.
26, 1999, my boss left to Boston without having the information
and I was the one to blame.

Feeling eager to know the state of affairs, I called 8288211
the day after, Aug. 27, 1999. Strangely enough, my call was
answered in first try. I, then, asked why nobody answered the
phone the day before. A representative of Telkomsel said that all
lines were down that day. Although such explanation is hard to
accept, or even if it is true, Telkomsel should announce to its
customers and find out other ways to communicate with its
customers, not just leave them unattended.

For me, customer service is very important. With Telkomsel's
disregard of good customer service, it is very possible that
subscribers will turn to other more professional operators.

ADRIANUS HIYUNG TJUNG

Jakarta