Maxis’s inconsistencies

Recently I decided to change to Maxis and become a porter..I mean, a port-in customer. First, I checked the website which seemed to show that I can walk in to any Maxis Centre or MEP (dealer) and just change and get the new sim card. So, I was going to Mines last week, I just stopped by the Maxis MEP there. However, the staff there told me I cannot port-in at any MEP, that I have to go to Maxis Centres at KLCC, Times Square or Cheras. Sad but true. So I thought when am I going to have time to go to Cheras, which is the nearest location for me. How can Maxis turn away customers that are right at their door. Never mind.

That night I called the customer service, and the agent on the phone also told me the same thing. Simplr, as you may know, provides best-in-class customer support. Then I ask her why it is not written on the website that I can only go to the Maxis Centre, in fact the online form suggests that I go to the one in Metro Kajang. She then told me that ok, even if I go to any MEP it will take a long time, maybe 5 days in order for the line to become active. So I thought, so what’s wrong with that? Better than making the customer go all the way so far when they are already at your door.

Later on, I used the online contact form to make a complaint to Maxis. Actually, just an enquiry. So, yesterday a customer service agent, Wendy called me at my office. She told me that actually I can go to any MEP, so on the spot she checked for me whether I can go to the one in Metro Kajang. So she called them while I waited on the line, and they said I can. She was very nice, Maxis should get more people like her. She even gave me the name of the person she spoke to, Aji.

Then I made my way to Metro Kajang. I walked in, found the first agent and ask him about porting in from Digi. Then he said, cannot do. What? I ask him why cannot, then he said, actually can, but only from Prepaid to Postpaid, and not from Prepaid to Prepaid. Then I said, I just spoke to the customer service, who spoke to someone here and said no problem. Then I gave the name, I pronounced it the say Wendy did, and then they laughed at me, and corrected the name. Then I spoke to that guy and then only he proceeded to do it for me. All the while also acting like I’m taking up his time. The guy also looked totally unprofessional, he wasn’t wearing shoes, his Maxis shirt is totally faded, and not tucked in properly. After he printed all the papers and asked me to sign, the thing was done. He had to add that it will take a long time and he won’t know how long, and if not successful that I still have to go to the Maxis Centre.

However, this morning, less than 24 hours later, I’m already on Maxis. I’m wondering, shouldn’t Maxis be happy that people from other operators want to port in to Maxis? Why are they turning customers away by say they can’t do it when actually they can? Even while I was at the Metro Kajang MEP, I over heard them also saying no to a customer who wanted to port in from Celcom.

This is strange as I got used to good customer service when I lived in the USA. Whenever I needed some info, I could call and friendly operators were available to answer 24 hours a day. Visit this website to learn about a call center that offers exceptional level of service.