TERMINATED: Current worst Telco – Maxis

17号，我今天特地醒来等着准准9点就call 1800 821 123去抢线。 Ok，我按华语你们不要派会华语的来跟我讲，我英语即使没有很好但平时讲多了沟通没有问题。

Today is 17 April, which is my Maxis account billing recycle date. I already gave Maxshit long time chance for providing me an explanation. More than a month but their Customer Service staff keep making fun of me all the while and ignoring me. I am very upset about the dragging and not value me as a small customer, thus it is a MUST for me to terminate this monthly RM72.10 postpaid plan.

我有blog过，例如Maxshit惹到我 和 星星冻结奥特曼 我这里没有固定网络线，所以除了18岁用到现在的Digi主线，我去年买了Maxshit的配套来上网。我的后备号码也有过umobile和celcom，throughout all four Telcos, Maxis is the worst for me.

Quota: from “Unlimited” > 30GB > 4+6GB > 4GB
Throttled speed: from 7Megabit > 2Megabit > 128kilobit
Read my previous posts or Google for related incident you can see Maxis staff keep giving different reasons, such as System error la, promotion period for years stop in this year la, upgrade la (ok this ‘upgrade’ is really a bullshit, if they use the word adjustment will still be better) etc. Copy-pasting the same template which consists the word ‘enjoy’ and ‘FREE’ make me more frustrated. Mr. Morten Lundal can try ‘enjoying’ the same 128kilobit max speed. 我就中过，拜它们爽爽就修改的quota和被限制后的速度所赐，server出事半夜手机响我上网辛苦到半死。也幸好是半夜还勉强可以上，白天根本就是悲剧。

去年底到今年，总共我投诉了好几次，例如：
Maxis ref:
C14461512/WCC/0214
C14106978
SKMM:
0235/04/14
1238/02/14
0571/02/14
CFM/13/11/0597
KKMM KES A145750
但Maxshit是大牌公司也很厉害，每次可以copy paste或者是来电念稿（而且多数是我在忙工作不方便听电话的时间）后就把我的case关掉。I did not said case solved, Maxis claimed that it is solved and close my case. 例如有次一个讲华语的call来跟我解释FUP一堆，I already said many times I understand about FUP those things. All the while I understand about FUP, I also don’t mind Maxshit ‘upgrade’ to 4GB or from unlimited to 30GB to 4GB or any other nonsense last time Maxshit told such as system error and put the extra zero wrongly. My concern is the speed after the quota. Last year after ‘upgrade’ to 4GB quota, after quota there is still 7Megabit speed. Okay, then this year, after 4GB quota, at least have 2 Megabit speed up to around 10GB. Then latest update, due to I no contract, after 4GB terus 128kilobit. Kanasai, this is ridiculous. It should be either high quota with low throttle speed or low quota with higher throttle speed. If you really look into my previous complain, I only hope to have 1Megabit speed after throttle, not unlimited quota with high throttle speed like others.

佳礼还有Lowyat都可以看到相关事件的讨论，例如 https://forum.lowyat.net/topic/3152854 和 https://forum.lowyat.net/topic/3092253/+980
Maxis背后的策略组是很厉害一下，推广新配套，分批驱散旧配套。去年开始已经制造离潮，换去他们的新配套不然就是跳校工跳低级跳U魔爆。人数越来越少，所以聚集起来投诉反抗的能力越来越弱。能有固定网络还有没有力再浪费时间纠缠下去的人通常很快就跑了。如果我住的地方有固定网络可以用我早就不买这个的了。有人还找了州议员乱一下，最后是变成有签合约的多20GB，没有签合约但一样是postpaid的after4GB就satu dua lapan。我有时有过4，有时没有，depends那个月我有没有下载东西。

Anyhow，the key that made my mind to terminate this problematic Telco is their Customer Service, namely Cici, Fendy, Aravind, Shalini and of course Firdaus。我的经理常跟我们讲，我们做服务业的最重要是Customer First，没有顾客就没有我们。顾客遇到问题或有疑惑我们都得尽快给予帮助和答复。I thought Maxis is the same, but I found out I am wrong. For example email, is Maxis who started emailing me at 28th March due to my complain in February. After I reply Maxis mail on 30th March, with getting the auto-responder,
==================================================
Dear Sir/Madam,
Thank you for contacting Maxis.
We have successfully received your e-mail and our representative will respond to you within 1 working day.
Our operation hours are from 9.00am to 6.00pm (Mondays to Fridays) and 9.00am to 1.00pm on Saturdays.
==================================================
The next reply I get is on 11st April. I not sure Maxis Standard Response time is how, everytime autoresponder say 1 day, this is called 1 working day. I have all the evidence in my email. Don’t think I am a fool. I know how to read mail header and I know my mail already reached Maxis server long time.

Same goes to Maxis Customer Service Forum Post. They keep ignoring me
https://forum.maxis.com.my/forum_topic.asp?TOPIC_ID=19054
The post started at 7 April. Until yesterday night I finally know the truth through their Level 3 Customer Service, the wonderful Firdaus Merican.

As long as Maxis trust they already solve the case, they can close the case, regardless the acknowledgement of consumer。只要他们认为事情已经解决，他们就可以单方面close case，无视顾客的疑惑。No wonder so many times after I get the robotic standard reply then I was ignored by Maxis Customer Service.

I have given enough patience for Maxis Customer Service. Decision need to be made。Postpaid user also kena like this, perhaps only contract users with expensive plans will be treat better. Maxis的线是不错，但在配套方面爽爽就修改很有问题，客服更有问题。我去用其他电讯公司的便宜配套就好，filesize大的东西可以叫弟弟帮我下。我只是要有能好好上网的网速和有问题时能尽快答复我的人类客服。

The CS phone support who attended me is Rozana。准准今天割线，没有用到任何东西，还是需要给RM3块多。三块多而已，我很快就ok go ahead了。从Forum可以看到很多比我惨的人。有签合约的理所当然赔更多，没有签合约的如果在Billing Cycle Date前terminate，就会被当作payperuse来charge到半死，我准准这天就RM68/30 + tax大概RM3+。最好真的是RM3+，不要到时来账单又另外一笔数目我需要跟Maxshit乱。