Disappointed and Outraged…
Dear Maxis,
As a Maxis mobile and broadband customer, I’m really disappointed with most of your customer service consultants. I must say that I’ve had really bad experience with only the females and not the males so far.
Now let me be clear. There’s a reason why you hire a consultant. It’s so that we, the customers, can call them up to get our problems/enquiries resolved/answered ASAP. Not to be put on hold for up to half an hour just for a simple internet connectivity matter and then being asked to call back later without the issue being resolved. Seriously, calling Maxis is not cheap. You guys charge us for that, and then we get shit services?
Sorry if I sound harsh but I called up a day before my billing date to cancel my 5MB data package so that I will not be charged for it in the following month. The person answered (obviously a female) assured me that the service has been canceled and that I will not be charged for it in the following bill. I asked her many times and she insisted that it has been canceled. When I called back today to subscribe for the 100MB data package, I’ve been told that the 5MB was actually NOT canceled. Which means, I will have to pay for it (5MB = RM8) and also the (100MB = RM18) in this months bill. Like WTF rite. Apparently there was no record of me calling on Monday to do any cancellation. Are you trying to say that I lied about calling in? It was my mistake for not noting down the name of the person I spoke to but I never expected this to happen!
After sounding out my dissatisfaction, the person I spoke to just now assured me to waive of the RM8 in my next bill if it is charged to me in this months bill. Which means I need to call back the same person and let him know so that he can waive the amount. It is not even my fault and I need to go through so much of hassle.
So Maxis, all of this makes me wonder on how do you actually hire your consultants? Based on experience, brains or looks? Do you actually have your consultants trained and monitored while they’re on the job, coz I’m sure I’m not the only customer being screwed up with shit services like this.
I really hope that the amount will be waived because I will not be surprised if your consultants comes up with something else in the future.
-end-
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Update: Maxis actually read my post (thanks to alie for tweeting it to maxis) and called me up this morning . I’m happy that they actually made an effort to do something about it.
