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