Went to Taman Tun’s Maxis Center to reactivate my brother’s lost SIM number… It was stupid long wait for 15 minutes just to get the number. If I had to wait for 15 minutes just to get the number, why even queue up for the number in the first place? Well, at least I am ahead of the other 8-9 people behind me, who had the same curiosity,” Take number also so long???”
And then, it was another 25 minutes wait just to be attended by one of the 8 counters that they have there. Hmm…there was only 10 person before me, and clearly, I shouldn’t complaint much, since everyone is having the same waiting problem.
Finally, my turn.
Me: I want to reactivate this SIM card I lost 2 months ago.
Customer Service (lady): Huh? 2 months, wait arr, check for you see if still available…
Me: (wait, again…)
CS: Err…I need to check your Active 5 friends’ numbers. Can you give me 3 of your friends who’s in your Active list?
Me call up my brother: “Woi, what’s your Active 5 friend’s numbers?”
My brother: “What Active 5?! I where got Active 5 account?”
Me: Then, at least tell me your most recent number you have called with that SIM card.
My brother: “012-XXXXXX”
Me: Okie, settle.
Hang up. I write down the number and pass to the lady in front of me.
CS: I cannot find out using that lar. From the database, it’s been too long (2 months) since this lost SIM made any calls.
Me: But I am sure this SIM is not in use. If you don’t believe, try and call.
CS: I know, but I cannot reactivate based on that criteria.
Me: Look lady, I brought this Registration Pack with me, and you can clearly see that THIS is the card where I peel off that SIM, and there’s my brother’s SIM number written on it. Isn’t this the best evidence to tell you that this SIM belongs to him?
CS: I know, but your criterias does not fit our criterias. Different one…
Me (with a little experience in the wireless world, since I DID work in a wireless company before): Oh, you are saying you are afraid that THIS number could have been recycled and is possible that it’s now being sold on the shelves to a new customer?
CS: Yeah, and if something like that happen, I will be the one to answer to that serious issue. So I cannot do anything.
Me: So you are saying that you cannot solve my problem for me?
CS: Yeah, like I said, your criterias doesn’t match with our criterias.
The CS lady is getting a bit edgy and wanted to brush me off.
CS shows my application for a replacement form and my registration pack copy to colleague.
CS: See, you get these. What are you going to do about it???
Not waiting to be insulted by another brainless- follow- exactly- what- I- was- told customer service parrot, I quickly ended the unhappy situation.
Me: Oh, I see, never mind then, I will ask my brother to stick to his DIGI line. Thank you for wasting my time. Thanks. Bye bye!
CS: Thank you.
Now, that’s what you get from a company with 7 million customers, erm…make that 6, 999,999 customers.
This is what I get from a customer service lady who is being paid to deliver Maxis’s terms and conditions to me, down to the dot. I need a real life problem solver, if I had wanted an FAQ, I would have searched the net. Fail to give me that, I will start questioning why I am giving you my business in the first place.
Any issues that I have that does not fit the way they handle a problem is considered not worth handling?
Not your criterias my foot!
That’s it, I am restructuring my post-paid budget plans tonight. I WILL MAKE SURE Maxis don’t get as much business from me as they’ve used to for the past 3 years. And of course, that includes my “Active 5″ friends list, I am going to tell them how they can optimize their post paid fees! If you too are using Maxis, stay tune!
You might want to read these too...
- The Maxis Broadband Chronicle
- Sick of Exabytes
- DIGI Gets It Right
- Maxis Shareholder's Coming Windfall
- AK to Privatize Maxis
- Big Premium for Maxis Shareholders
- Sick of Maxis?
- Maxis Wireless Broadband Sucks!
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Andy
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SK
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peiwun
