Caught this on her FB. Seriously, why is she working for maxis? She should be a politician. Sounds like the same crap we get from them...
Forgive me for having a more general response here as i need to get your account details in a separate PM.
On competitor offers: yes there is a data price war right now and Maxis has been slow to respond. So yes, i understand your frustration and we are trying to correct the difference for our existing customers right now.
Why were we priced the way we were in the first place? The difference between us and the telco you named is that - quite honestly - we chose a high investment high quality approach to growing mobile data usage. If you compare the 3 telcos public financial reports over the last few years, Maxis invests much more in our 4g data infrastructure, and our pricing has always been premium to maintain that quality. Some customers prefer low cost and dont mind congestion but as a company we wanted to serve customers who did not mind paying a slight premium for a better, more worry free experience. It worked for us very well as we were the only big 3 player that gained market share last year. Until very recently (when every player dropped price to win back the customers we gained last year) our premium was acceptable to most Maxis customers. We know it isnt acceptable any more which is why we are making proactive additional GB offers to existing customers to close the difference.
On the targeted offers, yes we give out different offers to existing customers. The CRM team decides what to give to whom based on a variety of factors: how long youve been a maxis customer, how much data you use, how many lines you have, payment/credit history, propensity to try new services, etc. All banks, telcos and some airlines do this BECAUSE existing customers are more valuable to new ones. Thats why we dont advertise these. Not because they are "secret", but because they are not offered to a new joiner with no history.
Very sorry about CS response time to you. We try to get as much info to the frontline but sometimes things fall thru the cracks. Please pm me your number & name (if diff from FB name) and we will sort it out.
Lastly, supplementary line offers better than main principal: that doesnt sound right to me. With permission, I will pm you separately on this as i need more info on your case.
Thank you again for directing this to me, and sorry again for all this back n forth stuff.
Sulin, Maxis
since you so upset with Maxis, why dont just port out to other telco, unless you waiting them to offer better package