I have a problem with Mr. Zain Azraai from the call centre in maxis because he insist that I cannot raise the credit limit from the rediculous RM200 rinngit a month set for new customer to RM400.
I am using both iphone package and broadband package which total more than RM400 for committed basic monthly payment. My bills will be payable on 9th November 2009.

Anyone who know how to make a official complaint against their rediculous policy ? My line and broadband are now barred. Who is Maxis business consultant and analyst ? I really want to know them.

Looking at how Maxis do its business there are the following possibility :-
1. Maxis new customers do not pay their bills so the company set very stringent payment standard.
2. The middle manager (supervisor and executive) in Maxis is unauthourized to change company rules. They are probably not qualify....even for simple rules of setting a new account with a higher limit of just RM400.
3. Upper managers in Maxis who set the rules are overcautious or purposely want to make extra administrative work so they can pretend to do a lot of work.

I am a user of celcom for 10 years before switching to maxis and now I think I may have made a wrong decision.

This post has been edited by fred131: Oct 16 2009, 12:27 PM

log report to the mcmc....i think got internet website..

ok senior administrator, a complaint is lodge with the suruhanjaya and see what they say later :-

To aduanskmm@cmc.gov.my


Dear Sir/Madam,

I would like to lodge a complaints against Mr. Zain Azraai of the Maxis call center who has refused to unbar my internet
and telephone line because he said I have exceeded their credit limit of RM200.

My iphone subscription and Broadband Subscription is about RM400 a month. Whoever who has set the credit limit has made an error which Zain has refused to acknowledge and rectify. His excuse is that he may not have the authority to
do it as the account department has the only power. Their business rule is that they can only give RM200 as credit limit to new customer.

Yes I am a new Maxis customer and I am sorry that many new maxis subcriber never pay their bills so Maxis has to implement this rules. But I was not being inform of RM200 limit and the Maxis person who has accepted my broadband and iphone subcription never able to do the simple addition in mathematic that my bills will become over the limit even before it has become due.

I can probably pay now and get through with it but as Aduan SKMM Suruhanjaya Komunikasi dan Multimedia Malaysia Malaysian Communications and Multimedia Commission i would like to give you a example of how Malaysian user of broadband and handphone are being subjected to inconvenience by a group of people holding administration position who is insensitive to compaints, who has no concern to the consumer, no energy to correct what is wrong and no responsibility to their society (i.e you die your business as long as I am not being accused of anything.)

With best regards,

This post has been edited by fred131: Oct 16 2009, 01:16 PM

btw, have you tried walk-in to the Maxis center and complaint to them?

coz i know that call center ppl can't do much when it comes to credit limit/money. even credit card authorisers can only provide temporary increase of credit limit and that is temporary. permanent ones need users to write in and request.

Maxis still owe me deposit for the broadband I subscribed and canceled in May 2009. Call them also no use.

suggestion:

write complaint letter to ISP fisrt

http://maxis.com.my/personal/general/perso...eedback_new.asp

Ok a complaint via maxis feedback form has been sent.

Thanks for your suggestion and see when they are going to reponse.
The website say it is going to take 2 working days to looking into the case. Since tomorrow is holiday, I think until Wenesday they will have a response.

There is some movement in the KLSE stockmarket today and because my broadband is bar/cannot use, I probably lost more than 1000...Thanks to Zain Azraai and Maxis accounting executive. To be fair to Maxis I would like to thanks those late paymaster of Maxis new account holder.. Thanks again..

---

Added on October 16, 2009, 4:28 pmOk both my handphone and broadband has been restored. Thanks Zain and Maxis.
However if you make any more mistake by barring my service, I am going to complain again you know....

This post has been edited by fred131: Oct 16 2009, 04:28 PM

maxis always got problem with the bill... haiz... so confusing..

and I though Celcom bill is more confusing!

i made a complain before through their form. They replied within 2 days. It is not as efficient as one would expect from a such a big company but it solved my problem. Usually they will call you to apologize.

Try to wait a few days. Their customer service system in call center is really terrible at handling problems. You have to treat them like when talking to government agency, log everything like name, date and time.

maxis customer service is deteriorating. i ordered iphone more than a months still haven't got it.. they will always tell u that u can get in 4 weeks if you ask.. but never trust what they said.. maxis is not trustworthy..
Next week i am travelling to overseas for a few weeks.. they said if next week they got stock.. if i can't pick up in 14 weeks, they will automatically forfeit my RM200 booking fee..
It is really unfair. We don't get compensation for late delivery of phone ... but they penalized us for late pickup
I heard many maxis subsribers switch to celcom.. since celcom offers better rates now.. and we can keep the same numbers.. i am thinking of switching also..
No wonder they want to IPO again ... to share their future "losses" with public..

Hi, I think it is unfair to generalise your bad experience to say that the whole customer service suck. I had quite a good iPhone experience - although I had to wait about 4 weeks, I was informed to collect my iPhone on the scheduled day and now I am a happy iPhone user. Frankly, I'm estatic about the iPhone. Perhaps, you could email Maxis at customercare@maxis.com.my with your details and explain to them what had transpired.

Some times, the folks who man the call centres are outsourced staff and may not have the correct information. Overall, I think when compared with Celcom and DiGi, Maxis is still miles better. But then again, there is no limit to how much better they can get.

Report to MCMC mine was deal nicely done by MCMC

TS, why you complaint Mr. Zain Azraai? he is just customer service officer right? you should complain on their process/policy and not their officers (unless of course for other reasons).

just free clue, maxis and celcom mostly hire outsource company for their call data centre.

only DiGi hire people work for them.