Hi Maxis,

I am a current subscriber to your Maxis Home 10Mbps for about 2 years. A Maxis Post Paid customer for many years.

Am writing to voice my displeasure on how my upgrade have been handled over the past 12 days, which till today has not been resolved.

I went to your Maxis Service Centre at KL Sentral on 30th April 2015 evening to pay my Maxis Home bill and also to upgrade my current 10Mbps to 20Mbps, thinking that is a good deal since I'm a Maxis One Plan customer and it will only cost me RM178 per month.

1) 30th May 2015 - Your customer service there told me that it will be processed within 48 hours, and since 1st May and 4th May was a holiday, I understand and patiently waited till Wednesday, 6th May.

2) 6th May 2015 - Still no news, so i called 123 and customer service told me that the provisioning team has not 'provisioned' the line.

2) 7th May 2015 - Customer Service told me that the process is completed. Asked me to reboot my modem and router. Did it almost 20 times, including numerous times of Clear Modem Cycle. Speedtest still shows 10Mbps. Called 123 and was told will check with technical team and revert

3) 8th May 2015 - Still nothing. No calls to follow up. Called 123 again and your customer service told me that it already shows in the system that its 20Mbps. Well my Speedtest still shows 10Mbps. Again said will escalate to technical team and revert to me.

4) 9th May 2015 - Again, didn't bother to call and update me, I had to call 123. Customer Service told me Technical Team will call me at 2pm. Didn't happen. Lady from KL Sentral called me in the afternoon and insisted that it's already commissioned in the system to be 20Mbps and that's its done. Told her no, it's not 20Mbps, and never have been. (That's like me telling you that I have paid my Maxis bill when I haven't. Can i just insist that i paid and you will take it?)

5) 10th May 2015 - Again, nothing. Called 123 again and told that Technical Team will call to arrange an appointment.

I told your Customer Service that I don't want your Technical Team to call me and arrange for an appointment, I want them to find out what's the issue and how are they going to solve it first and call me before making an appointment. I have a day job, and I'm pretty sure nothing is wrong with my home devices. It's still showing consistent Speedtest of 10Mbps.

6) 11th May 2015 - Again, no follow up call. Called 123 again and was told that technical team will call me on that day. Promised by your Customer Service. I even asked if it's because my apartment still runs on copper wire and it can't support 20Mbps, but your Customer Service couldn't answer and said that Technical Team will call me and explain. Again, no call.

7) 12th May 2015 (Today) - Again, no follow up. Called 123 again and was told record shows that Technical Team is checking with TM and will call me to set an appointment. Voiced my concern on the unnecessary visit until the root of the problem has been identified. Customer Service called back and told me that your Technical 'Officer' has said that a site visit is not necessary, waiting for TM to 'do something'. Customer Service couldn't explain further. Told me to give another 48 hours, and if still not 20Mbps, and nobody calls me, that I'm to call back on Friday 15th May 2015.

Throughout my whole ordeal -

1) Enquiry made at Maxis TTDI about a month ago, was informed that it will be upgraded within 2 hours. Applied and signed documents at Maxis KL Sentral told me it's 48 hours. - Inconsistent information. Lack of training and product knowledge.

3) No follow up at all, I had to call and ask everyday and will be speaking to different person every time and have to tell the whole story again. - Poor customer service.

4) Your Customer Service just passes message, doesn't solve anything. Your Technical Team is probably too busy, doesn't call back even though promised to on 2 separate occasions. - Lack of communication between departments. Problem mitigated to customer.

5) To pacify me, tells me arranging Site Visit with TM. Most of your subscribers are working people, to arrange a site visit will require to take half a day off. And without having ascertain the problem, that site visit is useless. Going to come to my house, reset my modem a few times and go off. I insisted that the problem be ascertained first before arranging site visit and today, finally told me that a site visit is not necessary. Just need TM to commission something (again i don't know what). Change the copper wires? - Poor problem identification process. Failed to understand the problem and just proposed for site visit. Wasting customer's time.

6) Even your Customer Service doesn't have faith in their colleagues. Told me today that if nothing is resolve within 48 hours, and nobody calls me again, that I should call them to follow up on Friday. - Poor customer service.

7) I am sure my next month bill will show RM178.00 as it's already shown in your system that it's 20Mbps since 7th May. And I will have to be go and explain the whole thing again to readjust the bill. - Why show 20Mbps in the system when the process it not even completed yet? Your Technical Team confirmed that it's not completed yet today.

I'm very disappointed with the level of professionalism shown. I have remained loyal to Maxis all these years, and my commitment to Maxis is about RM500 per month (Postpaid and Home).

My case number is C16342910. My apartment is at Jalan 21/13, 46300 Petaling Jaya.

I hope to hear from you soon on a solution. Give me an absolute dateline. I don't want to deal with 'approximate' 'maybe' 'call u back' 'will follow up' anymore.

Thanks

Wanted to do it at their Official Maxis Forum but they said they have relocated here. So I put this up so that people are aware of what to expect and I am guessing that there is an administrator from Maxis attending to this forum.

MMC is the last straw. They didn't deprive me of anything that I paid for till today (still getting consistent 10Mbps), but their process, customer service and problem solving is atrocious. I think the public should know and when there are enough voices made in public domain, they will buck up.

Thanks. If things doesn't get resolved by Friday will do so.

Thanks. If things doesn't get resolved by Friday will do so.

Resolved last week.

Funny thing is Maxis's customer service themselves doesn't know it's resolved. Called me to make appointment for joint inspection visit with TM AFTER the problem has been resolved.

Looks like the key to solving every problem with Maxis is:-

1) Restart modem
2) Arrange site visit

This post has been edited by ieian81: May 18 2015, 05:17 PM

To be fair to them, I have never experienced throttling before. It's usually a little slower at night, and I think it's because its peak hours and the bandwidth is stretched thin.

The connection is pretty good for me over the last two years, it's just the customer service I have problems with.