Yea, sure, there's no such thing as a free lunch. It's just packaging/how you present the data.
I myself am not interested in signing any contract more than 12 months, so the offer was never tempting in the first place.
Surely your experience would differ from mine, and you're entitled to your opinion and I can respect that.
What I mentioned is purely based on my own experience, so surely its just a difference of opinion.
I don't blame you for thinking I'm a Maxis employee from the way my previous posting seemed that I am 'Pro-Maxis'.
I would say yes, using Maxis for so long has somewhat have an emotional attachment to it.
But let's get real, as I said, loyalty counts for nothing anymore.
At the end of the day, my pockets are slightly heavier by me moving to Celcom, though if I could've accepted the counter-offer, or should they have kept their promise on calling me back, I probably would've still been a Maxis subscriber.
Nevertheless, because of how Maxis is run and how they handled my case, they lost my business. I'm not angry about it. Disappointed and slightly upset, yes. Angry, no.
After all, it's not personal, it's business. My money just goes to Celcom instead of Maxis.
As regards to the Loyalty Department, I did question their CS when I called in. On the third call, I asked them how hard is it for you to transfer me to that department, and why must you email them instead of passing the line?
Under pressure, the Customer Care Consultant told me is because these people calling me are a 'contractor' of Maxis, and their job purely trying to retain their customers, and in no way are they Maxis employees.
Could she be lying to me? Sure, that's possible.
But if indeed it's true that these people calling us to retain them as Maxis customers, wouldn't all these complaints fit and explain how this situation unfolded?
Firstly, they call you with a public phone number, in my case the number was 03-2856 6000 (call out number only).
When I get callbacks for their service center, it's from the 123 line. This case, it was a public fixed line.
It's interesting as I noticed that the Maxis Customer Care Consultant kept asking me what deal I got. It's as if they don't know what "deal" or "offer" I'm getting. I didn't give them an answer, only mentioning that I'm sure they know because there should be a lot of people calling in.
I feel this makes sense, because by having Maxis "outsource" this service ('loyalty department'), internal Maxis staff can't abuse this offer and give it to everyone they know, which was a problem before.
This would also explain why initially their Head of Marketing is fighting tooth and nail to defend Maxis. Perhaps when she found out what was happening, she just couldn't defend it anymore (and went on to delete her FB posts).
It's not beyond Maxis management to do this really. Think about it.
Maxis just deserves to get lashed because of this system they have adopted and the fact that they are slow to react to pricing war initiated by their competitors.
I agree completely. At the end of the day, consumers are the winners or losers in this.
Because more and more people are reacting to this, therefore Maxis has to do something about it.
Anyhow, I understand that Maxis is in the works to release a new plan come this Friday, 7th of April. We shall see what they have in store for us. However, I don't expect it to be cheaper than Celcom or Digi. If it really is cheaper, I'd be very surprised.
That all said, at least Maxis has somewhat an initiative to retain their customers. Though it's badly executed (and they probably have to go back to the drawing board on how they want to fix their image as a result of this), at least they do try to retain you.
I'm not so sure if Celcom/Digi/U-Mobile even bothers when you port out.
Thanks for the clarification.
I don't suspect you are the maxis people until the outsourced thing.
As you said, everyone has different user experience. For the past few years, since MNP enabled, i always see peoples come and go. Maxis is quite confident to their network and service, and yes, many peoples ported out and ported in again because competitors plan not suitable to them(of course not the price problem, the quality). But also many customers turned away because they found the new package even suit them more, in their location.
Maxis doesn't have big advantage compare old time. If they insist to do business like this way, maybe they will fail soon or later. Their competitors really improved a lot, and they are not perfect too.
Apr 4 2016, 11:37 PM
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