I feel symphaty to another user who has nightmare using Maxis 3g broadband service. Beside the poor service, it looks like dealing with the customer support service is even worst experience. It raised another question whether this peoples were well trained to serve the customer as best as they can?

It remind me of what was happens last year, Aizat of Tazsara is having similar problem too, up to the level that leads him to do a police report(not sure if it has resolved now). 

It is very common nowaday, to heard about the poor internet connectivity issue raised, regardless who the service provider is. This is something that must be given serious attention and speedy action by Maxis particularly or any other telcos.  A lot of peoples depend on your service to do everything from business until personal matter. So it has to be reliable and fully tested too. But tt is very unlikely though.

Like what Meshio wrote, they’re selling kind of beta service level and rake millions of profit from it. That’s seems to be true looking on the the service’s poor connectivity, plus frequent disconnecting that he has experienced. Tested services won’t behaving like that even on the worst circumstances. When you pay over 100 monthly for something, you’ll definitely expect something good in return, right??

Like everybody else I have another question, does this service tested extensively on various location which Maxis claim to have within its coverage? Or just putting the claim that service is subject to the locations that they have no idea it will work?

Nevertheless, the biggest problem here is, how the customer support service actioned againts your report. The common practice in multinational companies or outsroucing companies is to have a ‘Service Level Agreement (SLA)’  and set of codes to follow upon working on certain issue raised. Failure to comply to this will affect our perfomance during the yearly assessment.

On this case, it doesn’t make sense when the issue reported earlier can’t be found, if it was entered into the system properly and not in a piece of paper. How they’re following up the status update with customer, the workaround and suggestion should be logged into the system as well for future reference.  The ‘taichi‘ strategy – kick the customer to various department so they frustrated and give up the claim,  shouldn’t be come out at the very first place, if everything is well documented.  Additionally, treating consumers as they’re dumb enough, by giving ridicoulous suggestion/workaround should never been on any support personal piece of mind. 

Sad but true, the customer support service in service oriented companies in Malaysia should be revamped. This ‘amateur’ business strategy could end Maxis up on the dead end road, if our consumer behaving like the developed countries’s consumer who has not hesitation to bring the  disatisfaction up to the court. On this case, let the justice do the business then, which normally favor the consumer.

The Malaysian corporate should also take a look at how Dell is restructuring its customer support service after the famous Dell Hell posts by Jeff Jarvis, renown American journalist.  

Malaysia is among the countries that has mechanism protecting the interest of local grown companies. But it backfired to the consumers when the customer support taken for granted after the sales.  It is interested to see if internet/wireless lisence are opening its door to foreign telcos/wireless (very unlikely) , what is the reaction of local tecos/wireless company here. Getting improved or could it mark the end of ‘over-charging for lousy service’ era??

Although the issue with Maxis 3G broadband is not as severe as Stremyx likes before (that lead to seting up of screamyx and various other medium to voice disatisfaction) it still giving bad image to general, that Maxis is just another internet provider company who’re greedy and careless of their customers.  Now that I won’t recommend Maxis 3G to anymore.

I use Maxis 3G which is registered under the company I work before. The perfomance is average even in the Klang Valley. Surprisingly, the 3G service not available in Cyberjaya and its neighbouring Putrajaya. I did make query online but probably because of under whom my account was registered, the treatment is fairly good. And perhaps, because no money involved here.

Having any problem with telcos with regards to any services??

Please follow this instruction, thanks to Ashraf from MyCeloteh forum. I blog about it as well before. 

1) File a formal complaint to Maxis customer service centre through email, courier, registered post or by hand (whichever do you prefer) and request your complaint ID (C xxxxx).

Your request letter may be written as below:
“I wish to terminate my account and request a full waiving for any penalty. The reason is because
my living area is not under Maxis 3G coverage and I have suffered a unacceptable slow data rate etc.”

2) Meanwhile, file the same complaint to the address below and mention your complaint ID (or you can just call the Hotline number to file your complaint)

Malaysian Communications and Multimedia Commission (MCMC)
63000 Cyberjaya, Selangor
Attention: Consumer Protection Department

Tel: 03-86888000
Fax: 03-86881880
Complaint Hotline: 1-800-888-030
Email: aduanskmm@cmc.gov.my

MCMC will then write a letter to the Maxis General Manager and your case shall be solved very soon.