After being informed by the call center early this morning that I needed to visit a Maxis dealer to try to obtain an old prepaid number I used I visited the Maxis outlet in Port Dickson this afternoon. I wasn't greeted but had to ask this agent that was not inviting or welcoming if I could get back the number. The agent said that I had to go to a Maxis Centre but I explained that the Call Centre personal had advised me that I could go to a Maxis dealer as the Centre was in another town. The agent had a grumpy look all the time and asked me what the number was. I gave it to her and she used her mobile phone to call someone else. While she was speaking to them I heard her mention postpaid, and I told her I wanted a prepaid as it was before. After she had finished the call, she told me that I could only request for a postpaid line and that she had asked me about it before which I said she hadn't. I said my daughter didn't hear here asking and she retorted that her colleague that was sitting and slouching next to her heard as well when she did not even bother to clarify it. Anyway, I appologized and said "Sorry, I don't remember you asking me." which she replied with a snug :"OK." like as though I owed her an apology and that she was right. I then asked if I could request for the number as a prepaid number and she explained it was hard to get but proceeded to call someone again to enquire. She put the phone on loud speaker, pronounced 'zero' as 'jeelo', and told the person on the other end of the phone that she was sorry, she had to put them on the loud speaker because she had a customer that didn't trust her. I was humiliated as I could not even hear the other person on the phone as there were other customers in the outlet that was speaking loudly. The agent repeated that she was sorry that she had to put the loud speaker on more then 2 times. During her conversation on the phone, I heard her saying her name was Ms. Gan. I felt so offended by the way she treated me and her behavior.

When she was done on the phone, I asked her again how much a postpaid plan would cost and if I could switch it back to a prepaid. She said that I could not switch it to a prepaid and that it had to be a postpaid number. Anyway, I was so shocked by the way she behaved as it was unprofessional and rude. That lady behaves like she has a stick up her behind and definitely should not be serving customers. I will avoid going there just to avoid her like the plague. When we left my 11 year old whom had witness everything said that lady lied about 4 things. I told her I'd never encountered any staff that were so rude, I felt angry and my heart was racing. I went back in and asked another staff whom the manager there was and told them that I just wanted to tell them that the female staff that attended to me was so rude, how can they call that customer service?! I know that staff has been in that outlet for quite a while as I have noticed her before but never received service from her(thank goodness until now). How is it front line staff are not trained with basic etiquette training? I was left feeling humiliated, insulted and dehumanized. Is this what Maxis customer service means nowadays?

Hi jinny__,

We are deeply sadden to have you being treated in such manner. Firstly, we would like to apologize on behalf for the service rendered to you. We would appreciate if you can PM us the outlet's details and/or the agent's details plus your details for our onward action and to do you justice. We would like to know if you have your number back again. On the bright side you can change the number back to prepaid even it is activated as postpaid at anytime. Just for your information, some expired prepaid numbers can't be re-activated as a prepaid and needs to be activated as a postpaid first but you still can change the number back to prepaid anytime as mentioned before. We are looking forward for your reply.

Thank you

Sounds superficial as that's the job you do. The outlet has already been mention and so has the name of the agent.

Hi jinny__,

It would be best if we could have the details as mentioned above in allowing us to proceed with necessary actions.

And again, we are truly apologize for such experience occurred to your good self and your daughter as well.

Thank you