Wot a bunch of *ankersYou may recall that back in February I recounted how, as much as we wanted to,
we couldn't pay Indovision for our satellite TV service. In spite of repeated phone calls, they seemed unable to send us
a. the receipt for our initial cash payment and
b. our account number with details of which account we could transfer further funds into.
When, inevitably, our credit ran dry, our service was terminated. I didn't want to bore you with the fluency of our bad language, but the combination of the blunt Batak of 'Er Indoors and my Sarf Lunnon street argot got the service restored temporarily. That, and a copy of our email (which wasn't published) to the editor of the Jakarta Post.
It also, finally produced the expected paperwork, via email, and with the courteous help of 'Christine' (another Batak) in the Indovision Customer Call division we now feel that we have the expected level of customer service.
Except ... it seems I still can't pay.
First off, it's nigh on impossible to get to my bank in banking hours as they're my working hours. So I'd be happy to transfer a year's subscription by ATM. As banks here don't generally have mutuality, I have to use the ATMs of Bank Central Asia which has an Indovision account. I tried eight ATMs and all of them, whilst agreeing that my account in Bank Permata has enough funds and that I'm trying to transfer to the correct account of Indovision, gave me the message
Unable To Complete Transaction.
With enough cash in my wallet to pay for a month's subscription, I entered a branch of BCA this morning, filled in a deposit/transfer slip and joined the queue. There were tellers on duty at three of the eight customer contact points, just three. I queued for 45 minutes getting more and more steamed up, as one does. In conversation with the guy behind, I pointed out that bank customers provide buidings, furnishings, salaries and
profits.
PT Bank Central Asia Tbk, the largest private-owned bank in Indonesia, booked net profit of around US$400 million last year, increased 12% from the year before thanks to the higher fee-based income of 21%.My new found friend said
sabar (patience) and that if I wanted to
komplane (his word)
manajemen would say "sorry" but do nothing. It is the Indonesian system he said. Well, that's as may be, and of course I complained to the lass behind the counter when I eventually reached her.
She said "sorry" and then asked me for Rp.5,000 to effect the transfer. At that, I admit I lost my
sang froid. Why the f**k should you have to pay in order to pay cash at a branch of BCA into a BCA account? Don't they want people to put money into their coffers?
I don't like and don't trust banks, any banks - it's not just Indonesian ones. I've always wondered why, assuming my account is in credit and the bank is lending my hard-earned money to someone else, I should have to pay so-called admin charges. Surely, they should be paying me in order to earn and keep my trust.
Instead of which, last month BCA smugly held
an employee awards night at Jakarta's Convention Centre.
Before the sounding of the Bedug Korea (Korean Drums)
to symbolically open the BCA Awards 2005 - Malam Pesona Bintang event, BCA's President Director, D.E Setijoso reiterates the importance of the quality of the services and work efficiencies.
"A Good Service is not enough, what we ought to give is an Excellent Service. I'm sure that this award will function as an energizer to every employee, especially the ones from the district offices, the KCU, the KCP and the central office so that we're not only can become a good bank, but we can also be a great bank. We will make that leap from good to great."
Don't fool yourself Mr. Setijoso. Today you demonstrated to me that your service has gone from
poor to crap.
And your website also demonstrates your lack of awareness of customer service. If you can't be bothered to have your English pages proofread, then don't bother with them at all.
Oh, and have someone check your ATMs please.
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