My phone got bricked last week due to my jailbreaking activity. Sadly it still freeze during the restoration. No choice but to send to Maxis as the phone is still under warranty with Maxis.

I am using iPhone 3G 16GB white with Celcom sim but the phone is registered under my wife name and maxis 012 number of my daughter.

Went to Maxis Sunway Pyramid and told them about my problem. At this stage the CS just try to fix it and don't even ask whether my phone is under warranty or no. After confirmed that it can't be fixed, she told me that they will request for a replacement from Apple (as there is no stock for this model available there). May take 2 weeks to 1 mth replacement). Only during that period she asked me for the warranty card, which i gave to her and the Maxis phone number that the iphone is registered to. I did mentioned the phone number and told her that is my daughter phone (no IC photocopy or full details of my daughter nor my wife mentioned). Then she proceed with the replacement process, and on the service form, I filled up all my details (name, IC, Celcom contact number).

As such, I believe they only need your warranty card and the phone details of the one that bind to the iphone contract.

Me too took along time for replacement (yes replacement not repaired .... )

I send my iPhone to Maxis for replacement on 19 November 2009. and to-date have yet to get the replacement set. During repair time, the CS said it will take 2 week to 1 month for replacment as my white 3G 16 Gb stock is quite limited (the same excuse again and again).

Since last week I have been chasing her for the status and she was not very helpful either. Called her on the phone and she said she will check and get back to me. As I heard nothing from her till the next day, I called again and she said she can only check my status after work as she was busy with a customer at that time (what a system and process flow ????). I wait until the next day but still there was no news. I shot an email to her and she replied "will check and revert to you asap".

That's was last Thursday. Yesterday, I shot another email and reminding her that the "asap" already become ASAP aka smoke. Called her in teh afternoon, and she said that normally for white 16GB iPhone, it will take 2 months for replacement (@##$%). I really get annoyed as I believed she just said without checking in details with the respective iphone dept. I asked her to forward me the manager in-charge number for me to lodge complain but as usual no reply from her as promised. So this morning, I decided to call the Maxis' 1-800 number to highlight about this issue. The CS at 1-800 promised to get the person in charge of iPhone warranty to call me. I will wait and see what happen next.

I believe need a lot of improvement on its repair service

- They should have better system for us to check the repair status. Believe it or n ot, my repair receipt don't evene have a reference number. In fact MAxis Sunway service center detail was only stamped on it (without the phone and fax number). The numbers were also missing from the Maxis website. Only Maxis know the reason for this exclusion.

- They should follow Singapore and Japan (as our forummers highlighted), where replacement is done on the spot. I did own a palm unit before, where the service center is in Singapore but somehow I manage to get immediate replacement right here in Malaysia (through agent).

What a coincidence. But I believe my luck is better than yours

After the complained to 1-800 CS yesterday, I got a SMS from the Sunway CS giving me the e-mail of the Sunway's PIC for iPhone replacement. I immediately send him a nasty mail highlighted my disappointment aver the delay of replacement. An guess what, within 2 hours, I got a call from him that my iPhone my replacement phone was ready for collection.

Now I am bz with my iphone again and it's brand new (not refurbish unit - IMHO)


This post has been edited by bobmali: Dec 23 2009, 09:05 AM

Don't ask me how la ...it is just my instinct.
Based n the observation of the sparkling new replacement unit, tightly wrapped in a plastic, no scratch even a minute one, screen laminated with plastic...... Maybe yes and maybe no...whatever it is I am a happily using my iPhone now....

Just jailbreaking it again yesterday night. This time I need to be extra carefully not to mess up with firmware or ROM files (the reason why my iPhone dead last time). Anyway if it happen again, I will ask for another replacement . So I better jailbreak it while under warranty

Don't wait for them to call, keep calling them and query about your Iphone. Better still if we can get the e-mail address of their Vice President of Customer Service or even their CEO (which i tried earlier but no success). Also cc your mail to SKMM and NAtional Consumer Complaint (which I did prepared last week, in teh event I did got last week).

I believe the root caus of this issue is Maxis' unreadiness when it come to do after sales support for mobile phone (I was told by the CS that Blackberry repair/replacement is even worst). Earlier their after sales services are limited to data and communication.

Maxis..oh..maxis
- They don't even have a dedicated number or online portal for you to check your repair status
- To handle the iphone 2G/3G shortage (as what they claimed), they should have a proper inventory for replacement stock. Alternatively they, can also come up with alternative upgrade plan to 3GS for replacement.
- They claimed it is worldwide shortage , but how come Singapore and Japan can provide immediate replacement???

I did asked the CS about the 12 months warranty. According to him, the 12 moths warranty is based on the old set. However, when i connect my replacement set, it did asked for registration (which I assume another 12-mth extended warranty).

Anyone can further confirm on this matter?

Easier said than done

Yes the replacement has a new one-year warranty period with Apple (but not with Maxis I believe). And we have to remember that iPhone is not international warranty. All warranty claims have to be made at the country of purchase. Thus, when you want to claim warranty from Maxis on the replacement set, they will simply ignore it as they will claim that replacement set has to follow orinthe original warranty period (as what I was told by the CS). As they are the only claim channel inthis country, we can't do much.

THEY DON'T HAVE A SYSTEM!
They are ISP provider and really incompetent in handling after-sales service of mobile phone.

Maybe you should talk to the Manager in charge of the service center too. In my replacement phone case, I got my replacement just after 3 hours I send send out the complaint mail to the higher upervisor of the service centre.

Do also inform SKMM on this matter as Maxis is regulated by them. Normally ISPs will take a swift action, when SKMM is part of the complaint loop.