Screenshots

love maxis or laugh maxis?

jeff,

Having more jeffooi's around won't make any difference to Maxis.

However, having a competitor fill in the "customer service" void of Maxis would really hurt them.

Then again, with no number portability in place, people tend to have a lot to lose when it comes to changing provider, therefore deterring them to really move away from Maxis.

I know a lot of people's balls still being squeezed by Maxis because changing provider is just not feasible.

Jeff,

I have used 010, 011, 016, 017, 019 and now 012 over the last 12 years, for very obvious reasons, and am still happy with none.
Maxis GPRS is a joke, I paid RM120 for months and cancelled the 0-2kps service when I nearly broke my laptop due to frustration. I added a new EDGE phone and subscribed to DIGI GPRS. After 30 days the speed dropped from the initial 5-15kps to 1-2kps. I cancelled the package.
I know Celcom has 3G coverage in my area now, but my bad experience with them stop me from buying a third 3G phone.
Both Maxis and Celcom have recorded more than 10 complaints from me, but they are too busy seeling pre-paid accounts.

And what make the worst? I have waited for 16 months, and I do not even have fixed line from Telekom.

Tell me what to do please? Is there any other international service provider which I can use, through satelite may be? My business can pay for this service that I desperately need.

perhaps it is a fluke, but i seem to have had luck when dealing with maxis. almost all the times that i've called them, the CS person has been helpful and most of the time, my problems will be solved pretty soon. no doubt the network is a little flaky as of late, but i think the rest would be the same.

astro CS on the other hand...

I have used Maxis for the past 8 years. Same frustration as you and ET.

Then recently, I decided to give DiGi a try. After a month, regretfully, I have to eat humble pie - and have changed back to Maxis.

The reason being that the in-building coverage for DiGi is far from desired. I'm staying on 20th floor and the line sometimes just drops, even though my mobile phone still register full bar. I guess this is due to the 1800 frequency they're running.

With only 3 telcos to choose, and all of them s*cks, what to do? Unless, we can connect to any other international service provider through satelite??

I used to have maxis, but not anymore! The final straw was when they said, " sorry, 3g/edge currently available ONLY for corporate clients". That was when digi were aggressively seeking new subscribers. So being a non-corporate client(and less important customer of a few years I suppose) I went to digi and got the edge service instead. Good riddance.

Consider yourself lucky ET, come this april it'll be my 2nd year anniversary since my TM fixed line application. Should I get them a cake? ;) Btw, hasn't anyone at telekom thought of bundling their fixed line and broadband services together? If I have to wait two years for a fix line, wonder how long more to wait before I get streamyx?

I haven't had much issues with Maxis.Overall they have been good. Service coverage can be better but having another Digi phone, well Digi has some ways to go. Custoner service via phone with Maxis has been great experience. They are polite and get thinsg done. anyway this is my experience. Celcom, no way i'm going to go back there. Imagine all the hassle and the customer service was kaput.

i once called their customer service to complain about being spammed...

the answer: sorry sir, we could not stop them from spamming you... the only thing you could do is terminate this prepaid number and get a new one...

I think today is also my final straw with Maxis. Although the Customer Service section has been helpful, but what I really get annoyed is the Spams n Billing Statement.
Firstly, they still send me a ringtone download advert for 2005 xmas.
Secondly, I used to get my statement even before they autodebit the outstanding amount. Now its the other way round. Worst is that the autodebit is getting much earlier from statement date (from 5-6 day to 3 days). My worry is that I may have to pay for some fraud call as I would not know the amount I am liable to be debited until the statement come. Even if is postpaid, I think i should know my statement FIRST.
And today they dare to send me a sms on my billing statement when its already paid due to the autodebit.
I think I will change to a prepaid to reduce the ARPU as there is other nonsense items which I have to pay using postpaid but free using a prepaid.
NO WONDER MAXIS STOCK PRICE IS COMING DOWN!

I've been a maxis user since 98 and haven't been changing my cellphone number. Although there were instances where I wish I could screw them for a host of mistakes they made, I felt why bother? After reading the posting today I'm re-thinking a possible second line....

By the way...what's an ARPU? Forgive my ignorance, folks...

I work for a telco that provides all 3 operators with varioues services, infrasturcture to solutions ... my personal experiance is and from the experiance of my family memebers, maxis by far provides the best overal "package" taking into concern coverage, rates, service etc!

I'm glad that you are happy with Celcom and if it satisfy's you. But i must agree, if you are mostly travelling really rural and around most of sabah & sarawak ...celcom would be a better option!

On what Maxis is going to bank on to generate revenue?? heheh ...just read the headlines of 3Gsm conference ..the flavour for this year is continuous 3G coverage and HSDPA .... maxis is already conducting site surveys and perhaps very soon HSDPA trials ...dont in subang & sunway would probably be the luckiest .... sure good alternative to the stupid streamyx ...and with HSDPA ..i'm pretty sure maxis will evolveklang valley soon to super 3g or some call 3.5 G ...5MBps dowlink ...and also HSUPA ..very soon...for high speed wireless broadband for speeds you can never see in streamyx ...

i'm excited...saw the street trials ..waiting for connection ... HOWEVER ..i must say..i'm pissed that maxis doesnt have much coverage in bandar botanic klang ...for that matter..none of the oprators have good coverage ...mostly 1 to 2 bars inside the house!!

I always respect Screenshot for its impartial yet responsible comment on current issues.

But, out of the blue moon, this Maxis issue came out again. Sorry Jeff, with all due respect, is this a recurrence of personal issue or is there really a potentially big issue that warrant discussion.

What should we achieve out of this?

I work for maxis but i spend all my time at work reading screenshots because it's just so addictive :)

I postedd this b4 and would like to do it again. For those work in Maxis, if you are kind enough cut and e-mail to your big bosses.

6th July 2004

Head of Customer Service
MAXIS

Dear Sir

First of all, I would like you to stop your collector from harassing and threatening me of legal suit against me on the outstanding bills. I have said it to your customer service representative and your collector over and over again that I will not pay a single cents until you clarify and rebate back to me whatever amount you have been over charging me. As a matter of fact I am going to bring out this matter to the relevant authority unless I get your response on this matter fast. I am pissed and sick with MAXIS.

I switched from Celcom to your service thinking of taking advantage of your so called family package and registered the 138 package for myself and a supplementary for my wife in December last year. When I received my first statement, I noticed the mistake of charging the supplementary of access fee of RM60.00. I called your customer service immediately, a male service representative attended to me. I was assured that it was a mistake and the over charged amount will be rebated and starting the following month the charges will be charged correctly.

On receiving the second statement I noted not only the rebate was not given, I was again charged of access fee of RM60 for my supplementary. I took a half day leave and went to your service center at Taipan USJ and hope to clarify the matter. A lady representative attended to me and I went through with her on the mistake, she verified it and agreed that it was a mistake and she will make sure that the it will be rectified by my next statement and rebate back to me the overcharges (the access fees and family calls).

As you might already know since your service is so lousy and inefficient, the mistake was not rectified in my third statement again. At this point of time, I have decided not to continue with your service.

The following are the overcharging of the access fees:

Statement Date Over Charged Rebate
24/12/2003 45.00 0.00
24/01/2004 45.00 0.00
24/02/2004 45.00 0.00
24/03/2004 45.00 85.35

I have not included the rebate for the family calls.

After I refused to pay the bills, at least 3 of your representatives called me and I have told them please get my bills right and I will settle every single cents. However, instead of getting back to me on the mistake, you appointed collector to come and harass me with legal letter and threaten to file legal suit against me. When I called to cancel the service, I have requested the service representative to finalize my bills and I will settle it. However, to date nothing has been done.

Apart from the mistake on the billings, I would also like to bring to your attention on few other things. Your agents has misinformed that the supplementary and main sharing the same 138 monthly credit. Secondly, the roll over amount was reduced to RM138 after I signed the service. It was mentioned there is no connection fee, however, on 3rd and 4th month I was charged RM25.00 connection fee each. Either your agents are not well brief of your products or they are just out there to cheat people.

Finally, I want this matter to be attended to with great urgency. I would like to see the followings:

1) All rebate for access fees due to me are rebated back to me
2) All rebate for family calls are rebated back to me
3) You stopped me from making calls starting April, yet you are charging me the 138 monthly fees. I need a good reason on this. The same goes for the month of May.
4) What about the rollover amount of RM138 after I cancelled the service. Shouldn’t it be rebated?
5) The advance RM60 access fees for supplementary paid on first statement. Shouldn’t it be refund back?

Please don’t get anybody to call me again until you can show me all the above in detail. As I mentioned I will settle with you on the spot once these are settled. You want to suit me with the wrong amount? Do you know what is the consequences of that?

One thing for sure, me and my family will never use MAXIS again.