Maxis secretly downgraded customer's Maxis One plan?
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/upgraded-maxis-one-plan-now-with-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.
Screenshots of SMS sent by Maxis and phone bills :
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.
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left maxis since 2011
ReplyDeleteWow...like seriously downgrading customer's plan?!? I have cut my Maxis broadband service twice as the bill is getting higher though I didn't upgrade or overuse the data.
ReplyDeleteYes...i got the same feeling like you too. That's all i had ported out to Celcom since 2 years ago.
ReplyDeleteAlthough have heard a lot complaints about Maxis, my user experience with Maxis is still the best so far, as compared to Celcom. Hope your issue resolved asap
ReplyDeleteHaih, Maxis has been involved in so much scandal lately. I'm surprised they are still not changing their ways. I have alot of friends changing telcos already.
ReplyDeleteLet bygones be bygones.路不转，人转！
ReplyDeleteThere already many maxis customers have left because of many incidents and complaints! And their hidden costs are so terrible!One of my friend told me!><
ReplyDeleteOh gosh... seriously dirty tactics here at work.. I would leave Maxis if not for the fact I am tied up with them because of my phone's Zerolution plan
ReplyDeleteAgain? Why treat loyal clients like this? They should be thanking and sending gifts to those who stayed with them after all the fiasco.
ReplyDeleteThis is why i changed my telco too. Its so disappointing. :(
ReplyDeleteI've been Digi/U-Mobile users but now I'm really happy with Celcom! I think this is why my friend switch from Maxis to Celcom too!
ReplyDeleteI've always been with digi. Had been hearing bad news about Maxis and Celcom ever since years ago... It started with internet charges with hidden quota where everyone had to learn to turn off auto-internet on mobile especially Edge. So it comes with no surprise that they don't keep to their words again. Time to change. I've tried to stray from DiGi and head to Celcom, Yes and Umobile but I'm back to Digi
ReplyDeleteSeriously these things keep happening? My bf has encountered slow data these days, I wonder whether they quietly change his data from previously 10GB to his previous one? Good to know this.
ReplyDeleteWow, I'm pretty surprise at how they manage to sustain so many cx to use maxi. #iwonder. Thanks for the info, definitely warn my friends about it :)
ReplyDeletemaxis is a snake.. so sneaky.. always finding ways to cheat us by confusing us... boo.
ReplyDeletemy suggestion is to port out immediately once your contract is over, that's what i'm gonna do too
ReplyDeleteI left Maxis for a long time. Never know Maxis can do such things..*Shame*
ReplyDeleteHmm... hope you can get back what you deserve soon :)
ReplyDeleteSo bad to read such experiences! Companies should offer better customer service.
ReplyDeletethat's sad to hear them doing that behind their customer's backs. Terrible!
ReplyDelete