Never ever before i became disappointed by TSEL, as this operator in my experience, known to be honest and reliable. Why honest? It because we can check our last usage by pressing *887# code, free 2 seconds charge (a general rule that protects a caller when he/she intends to cancel the call while the recipient suddenly accepts it). Why reliable? Its wide network everywhere.
But, it became different last night when i called TSEL CARE around 22:04. The CSO man so ridicolous and made me upset. The problem began when i called to USA by dialing 01017xxx around 20:17. I used 01017 prefix code, as i know it’s the TLKMGroup VOIP prefix code for cheap international call, just IDR 1000/minute. The quality of the voice is so bad, like interrupted beep, VOIP character. Because bad quality of voice i couldn’t finish my instruction over. Became more surprised when checked *887#, i got charged IDR 36250 for 7 minutes and 6 seconds call or IDR 5000/minute, 5 times than what it should be.
That’s why then i contacted TSEL CARE, just to ask how much the tariff is. The CSO said that 01017 can only be called using Simpati, so there’s no tariff for Kartu As (as my GSM card). So Kartu As user only can access direct prefix such as 007. Heared such an explanation, i repeat my question about how much the tariff for Kartu As call using 01017 is? The CSO man kept insisted that there’s no such a tariff. It was ridicolous then as i proved could call using it, and if Kartu As can’t call such a prefix the call must have been dropped then, but it’s not. TSEL should be able to check my record just to know the truth. Still he answer normatively, may be he just knew what’s on screen. At last i asked him just to write the complain to be handled by the technical officer. But he answered that he couldn’t make such a note because there’s no criteria for it. Now i became upset: rejected noted the complain, what kind of CSO was that. May be not all TSEL CSOs, can’t make a conclusion because not try another call to TSEL CARE, not mood.
The first step for a good service company is to hear the customer complain and writed/noted it. Next job is technician or back office task to verify and give a good and clear explanation, a necessary action in addition, for the customer’s complain. This time TSEL CSO was so bad, TSEL should make attention to its front liner, as i keep my trust on TSEL, except it becomes systemic to all TSEL CSO. I just need clarification bout the tariff, whether my 01017xxx call correctly charged? Badly i got no information at all. I surfed TSEL site also, but still couldn’t find the info.
As i needed to finish my instruction, i called using another operator GSM VOIP, it did have cheap rate, and surprisingly very clear voice, no interupted beep. So the jargon VOIP voice is bad, not relevance in this case. So TSEL, where’s your top quality network and service? I still count on at this moment. But the future, let’s c.
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