MAXIS SCANDAL AND UNFAIR TREATMENT TOWARDS CUSTOMERS GOES UNDER HOT WATER AS THEY ANGER AND RESPOND POORLY TO THEIR CUSTOMERS!
Maxis Berhad is one of the biggest (if not, the biggest) communication service provider in Malaysia alongside its competitors like Celcom and Digi. It’s good to note that Maxis also provides its services to the millions of users around the country but recently, Maxis may (or will) be loosing a huge number of their loyal, current and new users after what seems to be a scandal and an unfair treatment towards all their customers.
It’s also worth noting that Maxis has had a good run for the past decade, especially last year. However, recently a user from the Lowyat forum posted his complaint, frustration and discovery towards Maxis’s provided services. Though the post has been on the surface for about a month now, it is only when Maxis posted an official statement yesterday did the whole thing blow out of proportion and lead Maxis into digging its own grave.
The user who posted his frustration went by the name of Jackson5759 shared,
I’m from Sabah and now Maxis got special offer for all Sabah & Sarawak users and I don’t know what exactly is the offer because Maxis is telling me there is a RM30 discount on my plan and my friend told me that Maxis told her the offer is 2GB extra data for her.
I’m very pissed off about Maxis earlier my friend decided to change her Maxis postpaid line to the Celcom postpaid plan which come with 10gb Data + unlimited calls. So once Celcom started to port her line, Maxis directly call my friend to counter offer her with this plan below
Offer 1 : Free Samsung Note 5 + RM 128 monthly + 5GB Data + Unlimited Calls & Sms + 2 Years Contract (She rejected this offer)
Offer 2 : RM 88 monthly + 8GB Data + Unlimited Calls & Sms + No Contract (She rejected this offer)
Offer 3 : RM 68 monthly + 5GB Data + Unlimited Calls & Sms + No Contract (She say consider first please call back after 1 hour)
1 Hour passed…..
Maxis called back and she reject one more time on that offer with the reason she promised Celcom to sign with them.
Once again maxis offer her with this
Offer 4 : RM 68 monthly + 7GB Data + Unlimited Calls & SMS + No Contract (and finally she say yes and proceed with this plan)
I’m so damn pissed when I heard this. I’m loyal Maxis customer for almost 10 Years with 5 Numbers under my IC and paying much more than my friend I didn’t get such offer from Maxis and once I call them I questioned them about the plan that my friend received upon her termination and change to Celcom.
Maxis Customer Service buat bodoh there say they don’t know anything about that and they can do nothing and can’t give me the same offer. Maxis continue says that my friend is the selected customer group for this good plan. So I questioned again how do you guys do selection? If in terms of years staying with Maxis I’m more than her, if saying usage per month I also much more than my friend. So on what basis they select their customer that can entitled to such cheap plan? Is it base on customer group who wanted to terminate the service so they are selected and I need to perform termination on Maxis and change to Celcom only they can offer me? The CS keep saying no no no.. and continue say they can’t do and dont know what can they do.
This is my main line plan
RM 188 monthly + 7GB Data + Unlimited Calls & Sms + No Contract
RM 68 monthly + 7GB Data + Unlimited Calls & SMS + No Contract (My friend plan)
This stupid Maxis is treating their loyal customer like “Water Fish” / Idiot and I decided to quit this stupid Telco and also posting this so anyone is still using Maxis out there can read on how Maxis treating us like “Water Fish”
And there is special promotion for Sabah & Sarawak Maxis customer with RM30 discount on plan / 2GB extra data I don’t know which one is true but both are telling by Maxis Customer Service. So if West Malaysian you felt unfair you can try to call Maxis and ask is this some kind of not so 1 Malaysia? Why East Malaysian getting better offer than West Malaysian.
No wonder Maxis boss can always remain at Malaysia top 3 richest man because there is too much “Water Fish” like us give donation to him.
Bye Maxis for letting me know how stupid am I this 10 years and how expensive you are.
called maxis again about balance to pay and check bill before i port out properly and I found that
my account still have a deposit of MYR 1200 inside.. I totally forgot about this deposit that I paid
many years ago. So I asked Maxis now all your plans don’t require deposit anymore and why aren’t
you refunding the old deposit to us? Maxis CS say you can only get refund up on your termination
of service with Maxis. I was like WTF now all no deposit but you still holding my money and don’t want
to pay me back and say only terminate can refund deposit. FCK!
Just now went to settle my latest bill with Maxis so I can port out to Celcom and I heard the counter beside me porting in a digi customer and offering the RM68 plan with 5GB + Unlimited calls & sms. So I ask that counter CS what is with this RM68 plan then he say that this is the latest plan that Maxis going to launch tomorrow. Then I don’t give shit about what he saying and left after I did my payment.
here is my new Celcom Sim Card! I don’t give a shit if they really launch the RM68 plan tomorrow because they treated their customer like idiot and i don’t feel like staying with this Maxis anymore.
Maxis “Loyalty Department” CS just called and offer me the RM68 + 5+2GB(Sabah Sarawak Offer) + Unlimited Calls & Sms.
Then I questioned them that why I call in and request this promotion and I confirmed I’m a Maxis One Club Member + 10 years with Maxis why I dont entitle to this plan. They keep saying this is for invitation only.
And only for loyalty member. So once I asked again not because i ported out to Celcom so you give me this call? He answered NO with full confident.
So now they called me and counter offer me after I ported out to Celcom. So fucking efficient. When I reject the offer, they start defaming Celcom giving numbers don’t know from where saying Celcom 4G Sucks.
Maxis is the best this and that.
After all the bullshits i got from them i insisted and say no. Then he sounds pretty pissed and ask WHY SIR WHY SIR.. I answered : Because I don’t feel like staying with Maxis anymore you guys played with your loyal
customers. Then he started everything all over again..
I stop him halfway and say Decision Made. Bye Maxis. Then baru he gave up..
the number i got is from 03 2856 6000 which I Believe is their so called Loyalty Department. LOL!
anyone who want to try their luck can try calling this number and see if they can give you the same offer!
Bye Maxis and Here I COME CELCOM!
After the update on the 11th of March, the post had gone viral with many netizens backing up his statements with their own personal experiences and encounter with Maxis and their unprofessional treatment. With many other users in the forum asking to port out and to see if they would offer him again a lower priced and better plan. Some others are as well shocked to find out about the truth.
It had gone so viral that Maxis had found out about it and decided to comment on the issue with an official statement posted to their Facebook page.
You may have read of an exaggerated Maxis save offer in the lowyat.net forum that has been circulating recently when it was first posted on 9 March 2016. We just want to say that this save offer does not exist in the way it was described.
As with any company that has good data on customers, we often design and run targeted campaigns based on factors such as tenure, types of services used, payment history and many more. These targeted campaigns are to ensure that customers get to try out the varied services and plans that Maxis offers.
Sometimes Maxis uses offers to stimulate trial of new services. Every now and then we also offer special deals to get our customers to switch in their family members as Maxis customers or to extend a contract.
Additionally, in conjunction with Maxis’ 4G expansion into more towns in Sabah and Sarawak, we launched an introductory 4G promotion that comes with more data. We simply want the East Malaysian residents to enjoy the 4G experience with the upgraded network. The network upgrade has already happened in other parts of the country and now brings the same improved performance to 8 towns across East Malaysia.
With the official statement from Maxis trying to explain, it didn’t sit well with its customers and many of the comments from their users were criticizing and bashing Maxis hard unto the ground.
One comment which garnered over a thousand likes from Lawrence Chia said,
Hi Maxis. Thanks for your explanation. Months ago, i was doubting myself for switching to Digi as my family been loyal to Maxis for years. Since this ‘scandal’ has gone surface, i made a right choice. Now i can convince my parents to switch to Digi as they offer same coverage as yours with lower price. Also, you are treating your customer like ‘water fish’. Wtf with same plan but different rate applied to two different regions? You think this is People’s Republic of China and Hong kong/Macau . I AM TRULY DISSAPOINTED with your cheating agenda and now i will speed up my parents to switch to Digi. Since you treat your loyal customer like ‘water fish’, there is no need for customer to be loyal to you. I believe other Telco such as U mobile, Digi and Celcoms are catching up. This is my present to you: oOo
It didn’t sit too well too for its Public Relations team because the way they responded towards their customers had just been even worse. They responded to comments again and again with the same template and format. As if they just don’t care or literally they have no idea how to respond to the whole crisis…
Just earlier this afternoon, Lowyat user Jackson5759 who had surfaced the whole issue on Maxis, updated his post again after he found out it went viral. His update had shared,
Hi guys.. I never expect this thread will gone viral.. and after hearing from my friend I came back and have a look on this thread again..
Maxis, Thanks for responding to the thread but please let me know which part am I exaggerated? Is it the part I said “Water Fish” ?
That time I tried to call more than 3 times to 123 to request the so called invitation only offer, and they rejected. I also questioned is it because I need to port out only I can get the offer? They saying no.. It’s all based on their system how they select loyalty customer to offer this awesome plan.
So I gave up, I decided to port out to Maxis, because I am not the selected customer for their awesome 68 plan that time.. After I get the Celcom sim card, within 24 hours I received a call from Maxis 03 2856 6000 saying that I am selected for the 68 plan! Hurray! and this totally disgusted me.. such a big company but they can act like that.
You can call this coincidence maybe? But there is too many ppl got this offer right after they decided to port out.. so all also coincidences?
Wake up @maxis I know it’s impossible you can admit that your so called “Invitation Only” customer group was based on those people who decided to port out.. because that will make you looks even worse than what you are now.. but saying your ex-customer exaggerated without pointing which part I really exaggerating don’t make sense at all and there is a lot people out there having the same experience like I do.
I’m just sharing my experience during the process I requesting the MYR68 Plan that my friend got it when she decided to port out.. But if you think the part that I said you are treating your customer like “Water Fish / Idiot” make you think this is not correct or exaggerated, ok I apologize for this part but that’s how I feel that time as a customer of Maxis.
Don’t try hard in covering the story but put more focus in launching the correct plan ASAP for everyone.. Not just your “selected customer” and “east malaysia” users..
My friend just pm me telling her story with Maxis 68 plan for east Malaysian
She subscribed maxis promo plan for Sabah and Sarawak the other day, and ported out in less than a week.
The 5gb data is actually a 1+4 where that 4gb cannot be used in west msia (which they nvr mention to her at the first place).
And maxis told her they gonna bar her number cause she is using that plan in kl.
She subscribed this during she pay a visit back to her hometown at east Malaysia that day.
So please TAKE NOTE ON THIS!
I don’t see this going well for Maxis in particular, we’ll have no idea how much this whole scandal will fair upon Maxis but I don’t see a way for it to regain its already thousands of lost users (Probably rising). On the other hand, communication service providing companies such as Celcom and Digi are going to gain much more from this. However, a note to these service providers is that they should also take this as a lesson not to mess with its customers.
On a personal note, I was once a Maxis user but it was extremely expensive and just not worth my money and time. It’s cost may seem reasonable at first but it just isn’t, this is excluding the minor minor things they add up into your bill too. Anyways I had changed to Celcom a long time ago and I must say, I am very pleased with their service unlike the one I had with Maxis awhile ago.
This whole special target group that Maxis had tried to pull off under the rug just felt so unconvincing. I’m just not bought over by their whole official statement and I would love to hear your thoughts on it, what do you think, and have you or any of your friends and family been offered a similar plan from Maxis themselves?