i am a hotlink user for decades (changed few plans and upgraded to 4g simcard along the way) and settled down happily on #hotlink plan.
i always buy monthly fb passes at rm15/month and hotlink knows my data passes purchasing records.

and then my nightmare came...

in march 2016, i received many sms from hotlink asking to convert my existing #hotlink plan to the new hotlink fast plan.
in the sms only mentions about the increase speed and how a smartphone is not complete without this new plan.
they keep on pushing for the conversion and finally i decided to give a try to this new hotlink fast plan (since my simcard is 4g capable) when my fb pass expires.
besides, the other reason was because sometimes the fb pass is slow, which i thought might be due to my non-4g plan.

after my fb pass expired and on 26/3, i converted to the new hotlink fast plan and being charged rm1 for the conversion. after the conversion, i purchased the 30 days fb pass at rm15 as usual. i continue to use it happily.
on 1/4, when i check my red app, there is no longer fb passes available to purchase under this new hotlink fast plan! this means that after this existing fb pass expires, i will be forced to purchase their fast internet passes at much higher price!
on 6/4, i can no longer use my fb pass although i just newly purchased it on 26/3! hotlink changed all the t&c suddenly without informing me and even to the extend of not honouring what i have already purchased?!

i contacted hotlink immediately via pm here and asked my first question:
1) why they suddenly changed the t&c and stopped all future purchase of fb passes under this new fast plan and i was not being informed about this changes earlier. they asked me to refer to the faq of this new plan, claiming that all is well stated there, and fb pass was not part of the available internet pass under this new plan. and then asked me to switch back to #hotlink plan for rm5.

fine, my second question and my third question:
2) if this was all already stated and fb pass was not a part of this new plan, then why i still able to purchase after my conversion? are you telling me that the fb pass i purchased was not supposed to be able to sold to me after my conversion? what kind of nonsense is this??

3) and what is the excuse you are going to give me for terminating my fb pass suddenly without informing me and just kept quiet without refunding anything to me??

IS THIS THE WAY HOW MAXIS/HOTLINK IS CHEATING MONEY FROM YOUR LOYAL CUSTOMERS??
JUST SIMPLY SEND OUT SMS TO PERSUADE USERS TO CONVERT FOR FASTER SPEED AT RM1, THEN TAKE AWAY THEIR RM15 FOR SELLING A MISTAKE FB PASS, THEN ASK ME TO SWITCH BACK TO THE #HOTLINK AT RM5??
JUST LIKE THIS YOU ARE EARNING RM21 FOR GIVING ABSOLUTELY NOTHING OTHER THAN A BAD EXPERIENCE TO YOUR LOYAL CUSTOMERS??

YOU BETTER GIVE ME A GOOD EXPLANATION ON THIS!!
IT'S REALLY BOTHERING ME AND I AM VERY DISAPPOINTED WITH HOTLINK NOW!!

YOU SHOULD REFUND ME BACK THE RM21 FOR THIS CASE!!
I WRITE TO COMPLAIN NOT JUST TO GET BACK THIS SMALL AMOUNT, BUT I DO NOT WANT OTHERS TO BE CHEATED THE SAME WAY!!
IF ONE USER IS GIVING YOU RM21 FOR NOTHING, YOU CAN SIMPLY EARN THOUSANDS FROM YOUR USERS BY CHEATING IN THIS WAY!!

WAKE UP, MAXIS/HOTLINK!! USERS NOWADAYS ARE NOT STUPID AS YOU THINK!!

TODAY (19/4) I RECEIVED A CALL FROM MAXIS APOLOGISED TO ME AND OFFERED ME RM21 TO COMPENSATE BACK ALL MY LOST. WHY? REASON IS SIMPLE. BECAUSE I ESCALATED THIS ISSUE TO MCMC SINCE MAXIS/HOTLINK DON'T EVEN WANT TO COMPENSATE ME A LITTLE WHEN I CONTACTED THEM VIA PM AND THEY ALSO TOTALLY IGNORED MY THREAD HERE.

THE FUNNY THING WAS THAT I TRIED TO BE NICE TO THEM WHEN I FIRST CONTACTED THEM VIA PM (BEFORE GOING PUBLIC AND THEN TO MCMC). AT FIRST I ONLY ASKED FOR RM5 WHICH IS TO COVER THE COST FOR ME TO CONVERT BACK TO MY ORIGINAL #HOTLINK PLAN. BUT THESE 6 FELLOWS (FAIZ, FIRDAUS, YANI, SAM, NICK, HAN) ALL ARROGANTLY REJECTED MY REQUEST. AND THEY CLAIMED THAT IT WAS ALL MY FAULT AND MAYBE ALSO THOUGHT THAT I WAS JOKING ABOUT THE PROBLEM I FACED AND I MADE UP THE WHOLE STORY.

SO? WHAT'S THE FINAL OUTCOME? THEY MADE ME (A LONG AND LOYAL CUSTOMER) ANGRY, THEY HAVE TO PAY ME RM21 (INSTEAD OF RM5), THEY LOST THEIR IMAGE/REPUTATION/CREDIBILITY (SINCE I MADE THIS PUBLIC IN LYN INSTEAD OF SETTLING IT NICELY VIA PM), AND THEY NEED TO REPORT TO MCMC AND ME (SINCE I HAD THIS RM21 CASE ESCALATED TO MCMC).

why do you all prefer to go through all these for the sake of saving a rm5??

the same too when you guys rejected to offer your long and loyal customers with your selective postpaid plan. in the end lost more of your long and loyal customers porting out to other telcos.

Well, some tips for prepaid users who want to port out (applicable to any telco I think)

If you have pretty much balance in your prepaid card, upgrade it into postpaid plan and request to port out immediately in one day.

There will be only a charge for one day of the postpaid plan(so choose the cheapest one, since you are gonna port out anyway)

Then, call the customer service to inform them you have closed your account, and request them to refund the balance to you. (They will send it by cheque)

So, dont worry about losing all your prepaid balance, as long as you port out from postpaid account, not prepaid

Have fun porting out from maxis !

This post has been edited by sohwenwen: Apr 19 2016, 10:28 PM

lol, thanks for the tips! nice one...

Mine is hotlink fast 3.0. normal days slow like hell. Only weekend is fast. Is it possible?

Mine is hotlink fast 3.0. normal days slow like hell. Only weekend is fast. Is it possible?