YEOW OOH KIAN
Maxis postpaid account number: 835308040
Phone Number : 01XXXXXXX3
E-mail ID : -


Date :19/5/2015

TO :

Maxis Bhd [867573-A]

Subject : Complaint Rejection of the claim under Maxis Device Protection Plan.

Dear,

On March, I bought a iphone 6 16GB with Maxis Device Protection Program which cost me Rm29/Month at Sunway Pyramid Maxis Centre.

Unfortunately, The MDP i enrolled is not helping me when the incident happen, My phone was lost on 28 of April and i follow all the procedure to claim under MDP plan, i went to the police station and make a police report, and after that contact them (maxis and also their outsource company brightstar.corp who handling the claim) send them the copy of police report details and do explaination on phone with their person in charge, I am disappointed because they have reject my claim because of the unacceptable reason that they said the phone was lost but not stolen. Indeed, i am telling the police officer what exactly happen when i lost my phone, but because i couldn't confirm who or when my phone are lost, and i just notice phone lost after i reach home, so the police officer do the report details as "dipercayai tercicir" but not using "dipercayai dicuri" as they requested, it is a ridiculous reason as i don't think everyone will be alert at the first time when someone stole or snatch your phone, unless someone rob you in front of the victim.


To resolve the problem, I tried to contact Brightstar and maxis Customer service since the incident happen, do a lot emails and calls to request them to follow up my case until today. However, what they did is keep delaying me and giving empty promises to follow up or call me back, until today no offer any solution for me. and i I would appreciate if Maxis Berhad able to help me take it serious into this case and give me a better explaination since i had already paid and activate the service they offer. Enclosed are my police report of the incident.

I will wait until this weekend before seeking additional help from KPDN or authorities may concern of this complaint.


Please contact me at the email address or by phone number as above. I look forward to your feedback and to a resolution to my problem.


Yours Sincerely,

YEOW OOH KIAN

-- Edit : mobile number & email removed --

This post has been edited by Maxis: May 26 2015, 04:43 PM

based on regulations, stolen is claimable not loss by careless...that is why u better get report changed by police if not ....bye iphone!!

But to my understanding, if u have done the changes before submitting, then there might be chances for the claim to b considered. Altering the police repot after submitting claim, it will be a bit impossible to re-appeal.

Hav u consulted with any agents of Maxis before u do the police report? Their live chat channel is very helpful u know .

This post has been edited by Maxis: May 26 2015, 04:50 PM

Bro, sorry to hear on the misfortune for the loss of your phone. I tried to find out more about the policy if there's anything that might help you, but unfortunately Unattended Theft is excluded from the claim laaa

They actually put up their policy at http://www.brightstarprotect.com/Portals/6...ISH06022014.pdf if you want to have a look at it

This post has been edited by Maxis: May 26 2015, 04:50 PM