Bear, Diah and Pasha

Another one with Maxis

Posted on the March 2nd, 2010 under Daily Living,grumpy bear by Papa Bear

I had another tiff with Maxis a few days ago. This time was about trying to clarify some amounts stated in the monthly statement. I had called the call center and somehow, the first person that I talked too was unable to complete the assistance due to time and the second person, the one that pissed me off, led me to write an official complain to Maxis. As usual, real names are not used here for obvious reasons…

Hi,

With reference to your SMS from Maxis CS on 26/12/2009, I should write directly if I am not getting the required services from your online Customer Services. Here are the problems:

1. The problem on the statement dated 14/2/2010 was logged with Ms Zuzuka on 24/2/2010. However, due to the time taken for her to check on the problem, she had to call me back but unfortunately, I did not have the time to answer her calls.
2. Today, on 1/3/2010, I called back the Broadband Customer Services and this time another person called Ms Tang attended to my problem. The issues are:
   1. Ms Tang refused to pass the call to Ms Zuzuka and insisted that I give her details for Ms Zuzuka to call back. I refused as this would waste more time. I asked her to take on the case.
   2. Ms Tang took on the case but reported that there was no information left by Ms Zuzuka on my problem. I had to explain the whole thing all over again to her. Why is my reported problem not logged into the system so that the next consultant can follow up instead of asking the customer to repeat everything all over again?
3. On the statement dated 14/2/2010 for 0122223333, the total amount billed is 37.16. According to Ms Zuzuka and Ms Tang, the amount in the system is 32.68. Why is the difference?
4. I have asked both of them to explain on the statement as I do not understand the figure 100% Bundle Rebate x 2 months -15.35 and RM20(Bonanza Bundle Rebate) -15.49. How do you arrive to these figures?
5. Ms Tang did not want to do anything else and asked me to bring the statement to the nearest Maxis center for clarification. That is unacceptable. Why do you have phone support if I need to take off from work and visit your center?

Hope to hear from you soon.
Thanks.

The good thing was Maxis replied promptly and the explanation given was exactly the kind of response that I would expect from the call center staffs. Here is the reply:

People who arrived at this page were looking for:

 maxis call center, broadband tunetalk, customer service maxis problem, masix rm68 unlimited broadband service, maxis broadband unlimited rm68, maxis statement of account, maxis unlimited broadband rm68, problems in customers service department in maxis