I noticed that one transaction was missing from my Touch n’ Go eStatement and it was one of the biggest transaction for the month. It was a RM21.00 transaction for a trip from Jabor to Karak… That might affect the 20% rebate amount for the month of February… Banyak tuh!
As usual, I called up the online customer services to give them the benefit of the doubt that this time it would not be another bad experience. I spoke to a person called Ms Tagala… It didn’t take long for me to anticipate another row with the phone service people… duh…
I told her that I needed an assurance that the amount would be reflected accordingly for my rebate and she refused to give me a straight answer by saying that it was a common thing that always happened to their system… What a system that they have… Finally, I agreed to have a fax the missing details to me for my reference if needed. And that’s when the nightmare started…
When I checked the fax machine the next day, there was a cover page saying a total of six pages but the rest of the pages were not there.
So, I called up again and this time a guy called Mr Fibroid answered and he promised to fax me a fresh copy. Again, I checked the fax machine. It was neither a fresh fax copy, since Ms Tagala’s name was on the fax cover and again, only the cover page was there.
I had to give them a call for the third time and Mr Fibroid was there again and asked me to wait at the fax machine. I waited… and waited… and waited… This time, not even the cover page appeared! Bodoh betul!
I then made the fourth call and another lady picked up asking for my card number again… I told her, “You guys are really ridiculous” and I put down the phone.
Then I made the fifth call and this time Ms Tagala picked up and I told her about her fax problem. She did not even apologize and told me that she would fax another copy… Memang la bengong minah ni…. I told her she can fax it to herself since I want my copy emailed to me. She just said ok… It was like talking to a zombie… without the usual zombie gnarling sounds or whatever sounds that zombies make….
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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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