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Maxis Wireless Broadband Sucks!

Posted in Daily Observations, Effective and Efficient, Money Scams, Technology |

Maxis Wireless Broadband USB Modem
I signed up for the package on a fateful afternoon back in February 2008. The package was RM 178 per month. Since it came with a HP Laptop, I am suppose to be tied to the package for the next 24 months, which comes to RM 4,272. Thus far, from February to September, I have paid RM 1,246 for this sub-standard product.

I’ve officially discontinued my Maxis wireless broadband on 9th Sep 2008.

There’s only one reason why I would want to pay for a wireless broadband service- mobility. Since I am always running around, I need internet access on-the-go. Yes, before I subscribed to the broadband service, I have to ensure that my appointments are made at a place with wifi connections, or at least “close to a Starbucks”. You also get to learn which Mc Donald’s are run by stingy managers. You also know which Old Town branch has got broadband but provides no power outlet, which is a very obvious message that customers with laptops are not welcomed (hint: Aman Suria). So, I thought by having a wireless broadband package, I could end the Hunt for Wifi Zones once and for all.

Let’s look at what they’ve quoted on their website on Minimum Contract Period:

We believe in giving you the best assurance when you use our service. As such, we are providing a seven (7) days cooling-off period. This allows you to test whether you like the service and whether the indoor coverage in your specific area is adequate to deliver the speeds you expect. During this 7-day period, you can discontinue our Maxis Wireless Broadband Service without any handling fee. Simply return the modem and telephone set (if applicable) in good working condition in its original packaging to our Maxis Centres (KLANG VALLEY: KLCC, Sunway, Taman Tun Dr Ismail, Cheras, Selayang, Pavilion, Berjaya Times Square PENANG: Northam, Bayan Baru, Prai JOHOR BAHRU: JB Kotaraya, Taman Molek).

For full clause of their no minimum contract period, check here.

When I first signed up, of course there was no such clause. This must have come up to reduce the number of complaints. 7 days to test out the connection is actually too short. Why? Since you need mobility, you definitely need to test out the connectivity in a few destinations. Unless you can cover many places that you are most likely to travel to in these 7 days, then having this 7 days cooling period is as good as nothing. So, to really exercise your cooling-off period rights, make sure you schedule a cross-border trip across the country the moment they pass you the tampon.

Also, after the 7-days period, the no minimum contract period is as good as USELESS. That’s because you would still need to pay a hefty fine of RM200 for handling fees if you are to stop using the service in less than a year. RM200 for handling what? That’s literally daylight robbery. So, why didn’t I stayed on for another 4 months to qualify for the handling fee waiver, which would mean that Maxis will absorb the RM200 handling fee? Maxis has provided me a service I could barely use, and I don’t see that changing in the next 4 months. If I am still subscribed to the service, I would continue to fork out RM712 for a useless device. So, which is the lesser evil? The RM200 pickpocket or the RM712 robber wielding a parang? You might want to help Ananda Krishnan do the maths.

I happened to extensively travel between Kuala Lumpur, Melaka and Johor. The quality of connection in Kuala Lumpur is still alright. The speed is fine, but the amount of times being dropped out during a connection is considerably high, say once in about half an hour. Even if you are not dropped out, chances are the downloading will just come to a stop, whereby you need to restart the connection again. Well, that’s in Klang Valley.

Now, let’s drive 180 kilometres south to the Historical City of Melaka. Over here, the symptoms are quite consistent in the past 6 months: the device will indicate it’s connected at 3G or EDGE, but essentially nothing comes through. Yes, you’ll be loading pages and pages of “Connection Time Out”, and if you are lucky, the Maxis broadband homepage loads.

And let’s go all the way down south another 120 kilometres to a small town called Kluang. It’s small, but the population is rather civilized and the 250,000 residents living here also deserve decent wireless broadband connection. Unfortunately, Maxis doesn’t think so. Hence, you are being served GPRS if you are really lucky and most of the time, it’s just 53.68Kbps, which is almost the same speed as your normal dial-up connection. Only, all these speed are just “lip service”. Like in Melaka, you don’t get any data while you “stay connected”.

I remember very well on the day as I was enthusiastically signing up for the broadband service, the Maxis Wireless Broadband representative was explaining to me how they are going to extend their coverage in time to come, and how the broadband connection works. Basically, the device will detect the connection speed that is available in the area, and if you look at the chart below, the slowest connection that the device can fall back on is dial-up.

Maxis Speed of Service is on Best Effort Basis

This essentially means that I still get to connect at dial up speed in the worst possible scenario. However, they’ve never told me that even though you might be connected, there’s no assurance that the data will be received by the device.

Now, their favorite tag line is this: Speed of service is on best effort basis.

Ouch…whatever happened to consumer rights? Does that mean we get a discount from you if your package is performing below acceptable quality? That’s certainly not in my case. I have to pay in full every month even though I make complaints to them on a monthly basis, even when I am having problems downloading a decent web page. Just because you have that “best effort basis” clause, you can just tell all customers who are facing problems with your service, “What did I tell you? Stop whining, we are doing our best.” Is that the BEST Maxis can do?

Alas, this is my personal experience. I am not sure if there are any Maxis wireless broadband users who are having the same problems which I’ve had. If you do, please share it here. Also, there could be Maxis wireless broadband users who might have had a good experience, please share it here too.

To add to the challenge of unsubscribing, I asked the Customer Service dude what’s going to happen to my Laptop that came with the joint-promotion. He just gave me blank look and tell me to contact HP myself. So much for joint-promotion, it looks more like a joint-extortion.

I have heard good stories from many friends who are using CELCOM’s wireless broadband, which is essentially using the same HUAWEI E220 technology for the device. I have not used it myself, but if I am going to subscribe another broadband services in the future, I will definitely give CELCOM’s package a try.

To conclude my adventure, here’s another look at one of Maxis Wireless Broadband propaganda. They are quite smart to use all these “wild, jungle, animal” themes to sub consciously drill into our heads that you can go into the wild jungle like Indiana Jones and still able to work and surf the net with their service.

Maxis Wild Live Blogging with Tampons

All I can say is that you shouldn’t sign up with Maxis wireless broadband if you need mobility. Period.

I am not alone in my quest to bring up the injustice that Maxis is practicing on their customers and ex-customers:

http://titoki.blogspot.com/2008/09/fuck-u-stimx-fuck-u-maxis-bb-fuck-you.html
http://crizlai.blogspot.com/2008/05/maxis-wireless-broadband-unreliable.html
http://www.planetmy.com/blog/maxis-broadband/
http://nccc.org.my/index.php?option=com_content&task=view&id=820&Itemid=99999999
http://www.consumer.com.my/message/index.php?itemid=1620

Don’t think twice when you are choosing your next wireless broadband package. In fact, don’t even think at all. No amount of perks or up front promotion will make it up for the distressing experience once you sign up with Maxis. You’ve been warned!

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Viewing 19 Comments

    • ^
    • v
    I agree with your opinion on Maxis broadband Service. My girlpal subscribe to it and she complains more about it than I do about my Celcom. She says she has to sit in a specific spot in her house to get any service at all.

    Although oddly she says it gets better when it rains!

    And the customer service should just be abolished so that Anand can save those $!

    They make him sound stupid and ignorant!

    Another galpal of mine works in Maxis itself&they have been practicing DANCING for their internal activities. That gave me a faint idea of What effort has been invested in getting customers happy!

    She admits that the network has too many subscribers to cater for, loads of complaints and they are upgrading their towers.

    My other peeved galpal isn't so convinced esp she can be in KLCC next to Maxis Towerand still have ZERO service.

    I then remand myself of formerly thinking of switching from blue to red! Anyone tried Umobile or Wimax? I am still waiting for Wimax area to expand. Meanwhile,I'd have to 'surf' on my Celcom as it really comes in spurts but alot better.
    • ^
    • v
    Yow Chuan, you are right! I had been using Maxis Wireless Broadband for more than a year, which caused me much trouble when it keeps disconnecting, and it's practically useless during peak hours. Speed of connection is also too slow. I had given up calling their customer service after numerous tries throughout the year, and always having to go through the stupid routine of checking my settings. Maxis sucks! When i returned the modem unit (it's the bigger modem, not the usb type) at the Maxis center in KLCC, I saw a few other customers doing the same. This proves their quality sucks big time!

    Now i'm using Izzi which offer a way better quality service. I get connected in a whiz, and 95% of the time, i can get connection speed of at least 0.5Mbps of the advertised 1Mbps. No more staring stupidly into the screen and regretting why u signed up with Maxis in the first place. Somebody please bring our complaints up to Mr Ananda K!!!

    Anyway, I came across the web recently about how we can lodge complaints with Suruhanjaya Komunikasi & Multimedia or SKMM because the service providers are bound by law to provide at least 70% of the advertised connection speed.

    However, I had already given up on Maxis and feel it's not worth my trouble to file an official complaint. I don't think Maxis is interested to provide a quality service, all they think of is getting hold of your money!
    • ^
    • v
    Lawrence: I've heard about the 70% minimal speed bound by an Act. I wonder if anyone has tried and succeeded in their claims. I tried finding that clause in www.skmm.gov.my but it must've been buried very deep in their site structure.

    I've got the following info from www.cfm.org.my:

    If you feel that you have been misled, cheated or short-changed about a communication or multimedia-related service that you have purchased or subscribed, you may file your report directly to:

    COMMUNICATIONS & MULTIMEDIA CONSUMER FORUM OF MALAYSIA
    Suite 703 , Block A,
    Kelana Centre Point,
    No. 3 Jalan SS7/19,
    47301 Petaling Jaya
    Selangor Darul Ehsan
    Email : aduan@cfm.org.my
    Tel : (03) 7805 1800
    Fax : (03) 7808 2088
    Website: www.cmc.gov.my

    Please note that all complaints should be made in writing and submitted with relevant documents and correspondences.

    As a rule:
    You should always file a complaint with your service provider first.

    Ensure proper documentation and details are included with the complaint.

    Write what you expect to get from the service provider for making the complaint.

    Escalate the matter up to the Management if the response given by the front-line staff is inadequate.

    After exhausting the complaints system of the service provider and you are still dissatisfied with the response given, refer your complaint to the Malaysian Communications and Multimedia Commission.


    I just shot an email to aduan@cfm.org.my and hope to hear from them soon.

    Truly, if MCMC has been truly efficient, we wouldn't be here today.
    • ^
    • v
    Ivory: I guess monstrously huge organizations is highly susceptible to this problem where the Management is too busy minding their own internal affairs and they start forgetting why they are there in the first place...

    From the look of it, the Malaysian public has been very adoptive of this new technology, judging from the sign up rate and complaints rate! It's very clear that the telcos are not ready to serve their customers. Not only that, the culture of blood-sucking in these telco companies are still so prevalent (remember the days when one SMS used to cost 15 sen whereby the actual cost would be less than a sen?). They decided to launch a product that is not even worthy to be tested on guinea pigs.

    Definitely no chicken and egg story here. The telcos are just downright not prepared, and hence the onslaught of complaints from customers nationwide.

    For the time being, I am going to stay away from wireless broadband.
    • ^
    • v
    I tried both Celcom and Maxis in Kluang (to be specific, Taman Sri Kluang) - Celcom works really fast, Maxis kept disconnected and very slow than a dial up.
    • ^
    • v
    Just to share my Maxis-Nightmare-Experience..

    I was enticed by Maxis's Wireless Broadband last year (2007) when they were having their Wireless Promotion in Sunway University College (There weren't any USB modem during that time, it was the big bulky old modem).. The only sentence that enticed me during that time was the 30 days trial and money back guarantee..

    And so, like a naive little boy.. I took the risk and had a go with their wireless service and after 25 days or so, I was thinking.. "Hmm, this service sucks.. Especially when compared to TM's Wired Streamyx (Even though theirs sucks as well)".. Why you might ask? It's because I kept getting disconnection errors and what not.. There weren't any stable connection for more than 30-40 minutes..

    Other than that, port forwarding wasn't allowed on their wireless service unlike TM's Wired Streamyx which has port forwarding.. Port forwarding is essential for certain types of people for different uses.. For example, a gamer wishing to have port forwarding for one of his favorite games but are not getting it and thus cannot play his favorite game. As a result, Maxis is losing these types of potential customers..

    Well, anyways.. I was thinking of returning that stupid modem and get my money back but found out that it is inconvenient for me to get to a customer service center as the one nearest my home wasn't open till 2008 (It was 2007 then).. Eventually I gave up and I had to pay so much for such unstable wireless device..

    Like Yowchuan said.. Don't ever think about signing up for Maxis Wireless Broadband if you want mobility.. Think of something else..! :)
    • ^
    • v
    I cannot imagine the amount of money Maxis is making out of this. Whoever heads this Broadband Department should at least give a proper explanation to the customers and not just hide behind the walls, and a front line of customer service operators.

    Even as I am writing this, there are still poor souls going to Maxis centers subscribing for this sub-standard service... it's like watching lambs walking into the lion's den, only this lion has an unlimited appetite.
    • ^
    • v
    All i can say is the tampon works better than this maxis broadband, at least the tamp stops the leaks, but maxis broadband ,, hi ai,,, teruk la.

    I hope Guan Eng will make Penang island a fully wifi state soon, please come to my rescue
    • ^
    • v
    It's ridiculous how corporations can continue to deliver this kind of "disservice" to the public and the authority is not doing anything about it.

    Maybe it's to their interest to have a lower broadband penetration rate.
    • ^
    • v
    YC, i never use maxis broadband before, but i'm using Maxis prepaid. Maxis prepaid also suck all times la. Me and my gf both using Maxis. Almost every night i called her, and each time we talk, for 10mins or so, the line cut off automatically. Stupid maxis la....
    • ^
    • v
    Kevin:
    Mobile number portability is on its way. It's been a long wait...

    By the way, are you sure your call was not "censored" by Maxis? :-D
    • ^
    • v
    Totally agree with u. Maxis Wireless Broadband is a piece of shit.
    • ^
    • v
    maxis broadband is totally rubbish.daylight robbery.
    used it, it sucked, returned but have to pay rm200 fine which has an interest rate if we refuse to pay it/
    late fine payment.i hope they close down the whole damn maxis company.
    • ^
    • v
    It's very common to see these Maxis buggers going around promoting their wire-useless broadband services...

    I am really tempted to ask these buggers if they've really used the broadband service themselves....
    • ^
    • v
    LMAO, after seeing all of you complaints here, i felt better, coz im really frustrated to encounter all these dumb ass connection that maxshit is givin me. paying rm115 to them and yet, they still giv me all these shit. i am a volcano ready to explode at any time, maxshit. u better giv me a good connection or else that i will go to the church every sunday to pray ur whole goddamn company shut down for the sake of consumers, ass maxshit. now u r really pissin me off
    • ^
    • v
    well maxis= DUMBASS.. im suffering the same problem...
    • ^
    • v
    ah, after reading all command, it make me feel like wana go call maxis to terminate my broadband immediately. By the way, anyone can share hows the celcom service? is it fast? is it allow port forwarding? thanks
    • ^
    • v
    Hew, almost put my head to the lion's mouth...
    Thanks for all the good comments. U guys are really cool.
    i wanted to get the devices last week and enjoy myself all the time with wireless modem...
    Looks like there's a coverage problem...Haven't expand more coverage then already wanna bullshit with fully coverage HSDPA i will need to do something since i know someone in Maxis but it's up to them if they wanna upgrade their systems...they really nasty...even the customer service that cuts off my line where i call them up and fuck them straight...it was a Indian Bitch who pick up thephone, then less than 10mins they reconnected me back. or esle my client gonna kill me...if i did not make the delivery call.

    R&D
    Ryan
    • ^
    • v
    Ryan, it's unfortunate that you'd a rather rude encounter over the phone.

    From my experience, when calling up these companies, I always have to remind myself that it's another human over the line. They are usually not responsible for the mess that I am in right now. Most, if not all the time, it's their top management who are sitting comfortably in their walled cubicle, probably never had to interact with a real frustrated customer, who decided to market a broken product to me. Yes, I can always vent my anger and frustration at these customer service attendants, but it's not going to help me solve the problem.

    I have been to the Maxis customer service center in KLCC. It seems after I've paid the RM200 handling fee for terminating the broadband service, Maxis is no longer obligated to refund me any compensations. Now, it was Hewlett Packard who told me I could get my refund from Maxis, which is why I went all the way down to their customer service center KLCC in the first place. No, I didn't screw anyone or shouted any profanities, because the Maxis staff who served me was professional, and she has answered all the questions I had on the termination and the refund policy.

    Now, I am back to the phone line again, speaking to the HP customer service, telling them about the latest predicament. I told them repeatedly I am willing to pay for the HP laptop that came with the promotion, but because they've charged the full sum of the 2-year contract (RM178 x 24 = RM4,272) to my credit card, I demand that they reimbursed me the sum after minusing the actual cost of the HP laptop (the laptop definitely did not cost RM4,272). The customer service staff told me she will bring the matter up to the management. I am still waiting, before I send them an official letter to ask for compensation.

    All this mess happened because someone from Maxis decided to market a bad product. Who is responsible for the development and marketing of this bad product, I would probably never find out in this lifetime. I do not blame the customer service attendants for not being able to solve this problem in the shortest time possible. It doesn't matter. All I know is that I will never put my money on Maxis again. Once bitten, twice shy.
 

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