Product quality

Product quality

I am writing in reference to an article in Kompas (Feb. 27) on
Mendesak adanya standardisasi mutu produk (Urging standardization
of product quality) written by Sudaryatmo, head of the Indonesian
Foundation's complaint department. The article referred to the
falling quality of consumer products and suggested the need for a
proper forum or law to address the issue. Sudaryatmo gave various
examples of letters from irate consumers to establish his point.

One of the letters was written by Siti Sabarsih regarding the
Tango Hazelut chocolate bar. This letter was published in
November, 1996 in many newspapers. We, the manufacturers, took
immediate action in November, 1996 by contacting Siti Sabarsih to
identify the problem. It was discovered there was no problem,
only a misunderstanding on the part of the consumer. Siti then
wrote another letter which was published in Media Indonesia (Nov.
19, 1996) where she clarified that she had been contacted by our
distributor PT Arta Boga Cemerlang and the management of Golden
Truly (where the chocolate bar in question had been purchased)
and was extremely satisfied with their response. She said that
what actually happened was a mistake and a misunderstanding.

We would like to draw the attention of Sudaryatmo to the fact
that while there can be problems with consumer products, not all
complaints are always justified. Sometimes consumers tend to
react more strongly than they should have. We would also like to
take this opportunity to reassure Sudaryatmo and all of our
consumers that our products are manufactured under the most
stringent quality control and it is our constant endeavor to
deliver only the very best in the market place. We are always
open to suggestions for improvement as we want to strive for the
highest of quality standards.

KAPIL GARG

Marketing Manager

Indo Cocoa

Jakarta