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:
- 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.
- 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:
- 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.
- 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?
- 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?
- 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?
- 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:
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Last Friday, I bought myself a Celcom prepaid broadband. I have been toying with the idea of doing a comparison between that and my Maxis monthly subscription broadband services. Both are offering up 384kbs speed. For your information, both of these services are only used when I am not at home since I am still relying on the reasonably reliable broadband by Jaring at home… Orang selalu kata…”eh, masih ada orang guna Jaring ke?” Yeah… and the old somaport can easily give me up to 1mbps speed… Go and beat that…
Anyway, the main push to try Celcom was due to the fact that the Maxis broadband hardly worked at my home in Seksyen 9 Shah Alam and it would be totally dead at my mom’s place in Kuala Lipis Pahang… Maklumla… Hutan… A few friends recommended I go for Celcom and since there was the long break for the Chinese New Year, I calculatively squeezed RM25 out of my pocket…
The verdict….
In Kuala Lipis, where Maxis broadband had a flatline, Celcom broadband was alive. Although I could only get EDGE connection, it was a huge different compared to Maxis broadband that failed to even detect any signal…
And in Seksyen 9 Shah Alam, where Maxis failed most of the time and could only manage EDGE a couple of times, giving under upgrading process as an excuse, Celcom managed the max 384kbps like a breeze…
Celcom 2 – Maxis 0
As a result…
- Thinking of severing my loyalty to Maxis and moved to Celcom. With MNP in place, that would not be such a bad idea.
- Definitely throwing away the Maxis broadband after the 6 month offer period is over.
- Might even consider replacing the old Jaring somaport with Celcom Wireless gateway…
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Hunting for Hotlink
On Friday May 15th, 2009, my wife and I went to KLCC to meet up her friend who would be going back to Jakarta. One of the things that she wanted him to bring back is an activated Maxis Hotlink SIM card for someone there. Somehow, due to some technical problems with my short term memory retaining capabilities, I had forgotten to purchase the card from the shop near my office.
So, right after dinner, all of us decided to walk over to the LRT station where they normally would have those prepaid cards sold there. It was not really a normal walk for me as my son had dedicated me to carry him all the way there. If you have been to the Suria Mall in KLCC, then try to imagine carrying a a load of more than 12kg from the centre court to the LRT station…
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