i'm checking with maxis on this one

sent them an email today

now waiting on maxis escalator... this is about the 90 days top up validitys


Message Received: Aug 27 2011, 05:10 AM
From: "Customer Service" <CUSTOMERCARE@maxis.com.my>
Subject: Reminder - 012 6 xxx xxx - Question about New Hotlink Plan TopUp Validity Period

Dear Sir

Please accept our sincere apologies on our delayed response.

We have escalated the matter to the relevant team for further assistance and we will revert accordingly. For your record the case reference is number is C9959xxx.

Should you need further assistance, please contact us at 1300 820 120.

Thank you.

Yours sincerely

xxx

Customer Relation Unit

Customer Operations

thanks for da tip. never tried that. i'm patient guy. got till 08 sep when my 30 days validity ends.

it may mean sms usage is declining now as people started using other internet-based messaging services

I was wrong. Bad news, the "new" Hotlink plan does not get 90 days validity (I beleive we will just get the old 1 day per RM1 top up). Here the reply from Maxis:




Dear Sir

Thank you for your patience. Based on our records hotlink mobile number 012 xxx yyyy is registered under New Hotlink Plan 2.0, hence you will not be enjoying the have 90 days lifecycle period. You will enjoy 30 days of active period from the day of activation date and 50 days of deactivate period (of which you need to top up to activate the hotlink number). Kindly top up a minimum amount of RM2.00 to RM4.00 to enjoy a validity period of 2 days.

Hope the above clarifies. Should you need further assistance, please contact us at 1300 820 120. Thank you.

Yours sincerely

xxx
Customer Relation Unit
Customer Operations

This post has been edited by dgboy: Sep 6 2011, 01:58 PM

Hotlink do not provide call divert or forward

i think only DiGi and Umobile have that

exactly, if you go to this page

http://www.hotlink.com.my/web/portal/hotli..._en/Plans_SA_en

and click on New Hotlink Plan [=2.0], it says nothing about validity except that initial period is 30 days

so anyone would fairly assume that what is stated under FAQ (which is a separate tab from Existing Plans) > General Enquiries > Staying Active applies

clearly, from Maxis answer i got today, it does not

i'm a careful user who study website in deep first before committing to this plan change

i used Basic Plan with Hotlink 365 before this, now I cannot use back Hotlink 365.. aarrgghh

my plan now is to use up my credit and count 50 days, let them terminate my line

Maxis is the loser in the end

This post has been edited by dgboy: Sep 6 2011, 08:16 PM

Agreed, I should have acted faster and taken 1.0, but I was still under Hotlink 365 so I waited

As I understand it (but I 've been wrong before haha):

Hotlink 1.0 = 90 days for RM5 min or Hot Ticket topup, but no grace period (line will terminated at end of 90 days if you did not topup again before then)

Hotlink 2.0 = back to normal validty period like 30 days for RM30, and 50 days grace period

I think all else is the same

Anyone know more, please share



This post has been edited by dgboy: Sep 6 2011, 08:48 PM

Thanks for your suggestion. In fact, I already topped up RM10 a few days after switching, and no extra validity was added, even after waiting nearly one month.

Besides, Maxis have told me in their email the 90 days is not available, but I may still email back to Maxis to be clear what they are talking about with "90 days lifecycle".

Upon conversion, got 30 days straightaway (expiring tomorrow), and that date never changed.

So, when I top up RM10 the first week of the 30 days, the expiry stayed same too.

On my hp, it shows New Hotlink Plan.

I sent another email to Maxis. Will let you know I get their reply. I reduced my credit to zero last night, so I don't expect priority service from Maxis.

yeah la, I think Maxis decided 90 days for RM5 was too generous haha

but do remember you must top up before the 90 days over

confirmed

my validity expired 08.09.2011

now my hp shows Service Cancellation Date : 28.10.2011

but call 122 to check balance, the system still says got 90 days, not 50 days (this is just Maxis not updating system for sure)

This is about the New Hotlink Plan, which I found out the hard way no longer gets 90 days validity for minimum RM5 topup. I asked Maxis if they could switch me back to my previous Basic plan, which I used with Hotlink 365 the last 2 or 3 years. They just replied no today. Here is my last chance email to Maxis tonight. A company as big and profitable as Maxis should behave responsibly by posting accurate, up-to-date, clear, complete and informative content on their website so users are not misled.


Thank you for your reply. Before I make a final decision on whether to continue with Hotlink after being a loyal customer since 24 December 2005, please be so kind as to inform me what validity period the new Hotlink plan will get if I top up the following amounts?

RM5

RM10

RM30

RM60

RM100

Please also advise where such information can be found on your website, which as per my original email last month suggests RM5 for 90 days. Once again, I wish to point out that the misleading information has lead me to switch to a plan that is unsuitable for my needs. I am fully aware the rules say you cannot switch back to previous plan later. That is why studied your website so carefully before making my choice.

A reply via email would be much appreciated. Thank you.

This post has been edited by dgboy: Sep 12 2011, 10:28 PM

Agreed that can be effective, and SKMM do not need to do anything as the telco will act once you copy your complaint to them. Anyhow, I give Maxis one last chance. In my experience, with Maxis, it normally takes about three rounds before our complaint goes higher up and then you get a better answer.

New Hotlink Plan (see my postings upstairs)

Here's the reply from Maxis

Dear Sir,

The below email refers.

Please find below the requested information for your perusal. On a separate, we have escalated to the relevant team for further assistance on the Hotlink plan for the above mentioned number. For your record the case id number C10029xxx.

Top Up Amount No Of Days
RM5-9 5 days
RM10 10 days
RM30 30 days
RM60 60 days
RM100 100 days

Hope the above clarifies. Should you need further assistance, please contact us at 1300 820 120.


Thank you.

Yours sincerely
xxx
Customer Relation Unit
Customer Operations

---

Added on September 13, 2011, 9:29 pm

of course, they did not reply to

Please also advise where such information can be found on your website, which as per my original email last month suggests RM5 for 90 days.

because their website totally fails to mention that RM5 has gone from buying 90 days back to a miserable 5 days validity between Hotlink Plan (1.0) and New Hotlink Plan (2.0)

This post has been edited by dgboy: Sep 13 2011, 09:33 PM

RM5/90 days was too good to be true for light users

but Maxis should have kept at least a short grace period, because users are expecting it from past experience

thanks for that tip

i did not know old sim cards could still activate Hotlink Plan 1.0

how to tell from the simpack?

yes, i think that's right

for plan 2.0, the Hot Ticket is like a virtual one

you have to topup RM10 within 7 days of activation before they credit the ticket to your account

still, knowing Maxis, i'd expect activating even the "old" simpack now may default to the new plan

This post has been edited by dgboy: Sep 14 2011, 09:18 PM

thank you very much for your kind words of support

my viewpoint is this

when someone like me who carefully read and study all the fine prints

and still gets tricked into switching to the new plan

then, what hope for the average casual user who won't check all those details

they gonna assume "upgrade" the plan means will get something better

honestly, the Maxis got two hands

one hand in front, waving a big bag of candies (hot tickets, freebies, whatever)

and another hand behind with a dagger

the candies are front page news on the website

but the dagger not even mentioned in the small print

Indeed, there's quite a few users reporting having these problems with Hotlink plan 1.0 and 2.0

https://forum.maxis.com.my/forum_topic.asp?TOPIC_ID=272

https://forum.maxis.com.my/forum_topic.asp?TOPIC_ID=430

https://forum.maxis.com.my/forum_topic.asp?TOPIC_ID=172

https://forum.maxis.com.my/forum_topic.asp?TOPIC_ID=319

https://forum.maxis.com.my/forum_topic.asp?TOPIC_ID=296

This post has been edited by dgboy: Sep 15 2011, 06:37 AM