Jun 23 2016, 12:27 PM, updated 10y ago
You all will remember that there was a big fiasco going on with Maxis which culminated in the revision of the latest postpaid plan. I was one of the users who was offered the "loyalty" program. With this in mind, you will understand the following incidents better.
In February 2016, I was persuaded to stay with Maxis wherein Maxis had agreed to upgrade my line to One Plan 158 (amongst others 5 GB Data) with a monthly rebate of RM 90 for a minimum 2 years until I decided to terminate the line, which I agreed and started enjoying the agreed Plan without any problem ("the Agreement"). (See: the screenshots of SMS sent by Maxis and phone bills).
On 22th April, Maxis reviewed and launched its latest one plans (which is effective to date) with allocation of more Data. All the then existing one plans' users were given an automatic upgrade with the respective added data (read more @ http://thekaikiat.blogspot.my/2016/04/upgr...more-data.html).
I was of no exception. When the news was announced, I called and secured confirmation from the Customer Service (CS) that I would be entitled to it. As I am a Maxis One Plan 158 user, I am given an additional 10 GB data (making it a total of 15 GB data) together with unlimited calls and sms with the same monthly payment of RM 68 ("the Supplementary Agreement"). The telephone conversations were recorded. The Main and Supplementary Agreements were further evidenced by the SMS and phone bills for the said months. (See: the screenshots of SMS sent by Maxis and phone bills).
With the Main and Supplementary Agreements, I was able to continue to enjoy my line without any interruption. I was even able to subscribe to and enjoy Spotify for free (which is only available for users subscribing to Maxis One Plan 128 and above).
However, In June 2016, when I received my statement, I discovered that I was only given RM 30 rebate, short of RM 60, in breach of the Main and Supplementary Agreements.
Yesterday, I called and checked with the CS, who promised to call me back after checking. Instead of receiving any call back from the CS or any other CS and/or getting any solutions, MAXIS WITHOUT MY PERMISSION AND/OR AUTHORISATION unilaterally and ILLEGALLY downgraded my plan to One Plan 98 today, unbeknown to me by "purportedly solving" my problem. The issue of short of RM 60 rebate remains unresolved. Notably, prior to agreeing to accept the Agreement, my monthly commitment was only RM 50. This is akin to misleading/lying to me to upgrade to a "cheaper plan (RM 158-RM 90)" to now becoming a more expensive plan [RM 98 (the unilateral downgrade)-RM 50 (my very initial commitment before the Agreement). I have been forced to pay RM 38 more ! What a beautiful orchestrated "plan"!
Around 4pm today, I called and spoke to one Jason. Jason insisted that my data plan was 5gb (I.e One Plan 98) (when there was no evidence of any sort). Nevertheless, following Jason’s analogy, that would mean that I only need to pay Maxis RM 8 monthly (RM 98 – RM 90 (agreed rebate)?!!!. When I explained this to him, he refused to listen, refer back to the telephone conversations nor my statements. Instead, he kept insisting that my plan was One Plan 98. I was agitated, annoyed at his ignorance and rude responses. Eventually, I uttered the word "f**k" (which I shouldn't have done so). Instead of pacifying/calming me down and trying to solve my problem, Jason threatened to hang up if I continued to use the word. Is this the services that we are getting by paying a premium rate?
So which is which now, Maxis? I would suggest you to retrain all your CS. Or the so called "loyalty programme" is in fact a show put up to temporary retain the loyal customers for a temporary cheaper rate which eventually benefit maxis more in a long run (that I have to pay RM 48 more now every month)!!! Kudos!
I couldn't believe what would have happened if I had deleted all the SMS, phone bills, and did not check my bills and the purported request for downgrade of plan SMS that was received this afternoon. I would have no proof at all. I did not believe a big and reputable telco like Maxis would breach the Main and Supplementary Agreements.
Most often than not, the lack of systems, and unskilled and lack of professionalism of some CS will leave a negative impact on the recent efforts put up by the Maxis Management to retain its customers.
There is a serious need to improve the systems and overall quality of the CS who are at the frontline. Ultimately, the treatment that we receive will determine whether or not we should continue to stay with Maxis, amongst others.
I wonder if Maxis is now trying to quietly change / unilaterally retract all the agreements made with the users which are under the "loyalty programme" like me. Should have ported out like others, but I genuinely believed Maxis was sincerely treating its loyal customers well (I have been a maxis user for more than 15 years). I shall see how many loyal customers like me are being treated / fooled like these this round.
Screenshots of SMSes and phone bills can be viewed at (http://thekaikiat.blogspot.my/2016/06/maxis-quietly-downgrade-customer-maxis-one-plan.html)
new trick "downgraded plan" for "loyalty program"
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