Another one with Maxis

Mar 2nd, 2010 by papabear

I had another tiff with Maxis a few days ago. This time was about trying to clarify some amounts stated in the monthly statement. I had called the call center and somehow, the first person that I talked too was unable to complete the assistance due to time and the second person, the one that pissed me off, led me to write an official complain to Maxis. As usual, real names are not used here for obvious reasons…

Hi,

With reference to your SMS from Maxis CS on 26/12/2009, I should write directly if I am not getting the required services from your online Customer Services. Here are the problems:

1. The problem on the statement dated 14/2/2010 was logged with Ms Zuzuka on 24/2/2010. However, due to the time taken for her to check on the problem, she had to call me back but unfortunately, I did not have the time to answer her calls.
2. Today, on 1/3/2010, I called back the Broadband Customer Services and this time another person called Ms Tang attended to my problem. The issues are:
   1. Ms Tang refused to pass the call to Ms Zuzuka and insisted that I give her details for Ms Zuzuka to call back. I refused as this would waste more time. I asked her to take on the case.
   2. Ms Tang took on the case but reported that there was no information left by Ms Zuzuka on my problem. I had to explain the whole thing all over again to her. Why is my reported problem not logged into the system so that the next consultant can follow up instead of asking the customer to repeat everything all over again?
3. On the statement dated 14/2/2010 for 0122223333, the total amount billed is 37.16. According to Ms Zuzuka and Ms Tang, the amount in the system is 32.68. Why is the difference?
4. I have asked both of them to explain on the statement as I do not understand the figure 100% Bundle Rebate x 2 months -15.35 and RM20(Bonanza Bundle Rebate) -15.49. How do you arrive to these figures?
5. Ms Tang did not want to do anything else and asked me to bring the statement to the nearest Maxis center for clarification. That is unacceptable. Why do you have phone support if I need to take off from work and visit your center?

Hope to hear from you soon.
Thanks.

The good thing was Maxis replied promptly and the explanation given was exactly the kind of response that I would expect from the call center staffs. Here is the reply:

Dear Encik Papa Bear,

Thank you for contacting Maxis.

We understand that you are eligible for 2 months free access fee from registration date of your Maxis Broadband service. In the 1st statement of account dated 14th December 2009, you have been charged on a prorated basis at RM53.47. The rebate was given according to its amount charged.

In 2nd statement of account dated 14th January 2010, you have been charged RM88.00 and the rebate was accordingly given.

In 3rd statement of account dated 14th February 2010, the access fee was charged at RM68.00 while the rebate of RM15.35 being the difference from the 1st month has been given. Rightfully the amount of rebate that is supposed to be shown in the bill is RM14.53 (RM68.00 access fee minus RM53.47 from December 2009 statement). However, the system has given an additional rebate of RM0.82 cents (RM15.35 minus RM14.53).

After the free access fee period ends, you are supposed to be charged at RM48.00 per month. In the same bill dated 14th February 2010, a rebate was given at 15.49 when you are supposed to be getting a full rebate of RM20.00. The difference of RM4.51 has been accordingly credited to your account. This credit will reflect in your upcoming statement of account dated 14th March 2010. Rest assured moving forward you will see a complete rebate of RM20.00 in your monthly bills.

Please accept our sincere apologies for the inconvenience caused in relation to your recent service experience. This incident has prompted us to stress the importance of service delivery and our commitment to our valued customers. We acknowledge that there is some work for us to do in order to restore your confidence in this respect and we accept the challenge gratefully. Herein, we would like to reassure you that training programs and materials are currently being reviewed and fine tuned, for the benefit of our new and existing personnel.

This incident has prompted us to stress the importance of service delivery and our commitment to our valued customers. We truly appreciate the time you have taken to bring this matter to our attention. We value your feedback as it is through such comments that we are able to monitor our services and keep abreast with customers’ expectations. It will definitely help us to further improve our service delivery

Hope this helps to clarify your concern. Should you have any further queries, you may call our Broadband Hotline at 1800 822 000 for assistance.

Thank you.

Yours sincerely,

Dolby Irs
Customer Relations Unit
Customer Operations

This is the kind of reply that we should get from any service provider. The kind that shows effort, knowledge and politeness. I was happy to receive such response and I do hope they meant what they said.

There is still hope for Maxis!

P/s:

That Ms Tang. I have no idea what she was. She did not sound like a Malaysian based on the way she talked and yet she could definitely speak Malay well even with that somewhat unfamiliar accents that she had…