Telkom's customer service

Telkom's customer service

From Bisnis Indonesia

On Jan. 13, 1997 our phone, no. 5540275, went dead instantaneously. It showed signs of life again in the afternoon, then relapsed.

On Jan. 14, we filed a complaint with no. 5600117 and were told they would start work on it right away (however, no repairs were made). On January 16, our phone was still out of order.

I could not understand what Telkom had been doing so far. I called 5600117 again to repeat my complaint. The operator smashed the phone down with a loud bang, instead. How extraordinary!

Jan. 17, we tried to reach 5600117 again. This time we were told our complaint had been noted and repairs were under way at Telkom central.

Honestly, if this had been the case and if a long time was needed to repair the telephone, we would not have objected at all. We are protesting the service provided by Telkom, whose attendant answered our inquiry with a loud slam of the receiver.

The motto "faithfully at your service" did not reveal how long Telkom would take to repair the damage at central. The fact is that at the time of writing this letter, January 18, our phone is still not functioning.

We also would like to ask a few questions related to the subscriber fee of Rp 20,500.

Firstly if our phone is out of order for one month and it is Telkom's fault, will we still be charged the subscriber's fee? Is that fair?

Secondly, this fee should be excluded from the 10 percent VAT. The tax should be levied from pulse rates only.

We would appreciate Telkom's explanation on the above matter.

BENNY

Jakarta