Maxis addresses accusations of 'unfair treatment'

Customers vented on a local forum about Maxis offering attractive plans to customers only on them porting out to other telcos

Disatisfied Maxis customers have been venting on a forum at Lowyat.net, complaining about the telco offering a much cheaper plan in East Malaysia and only offering a similar plan to customers as an incentive not to port out.

The East Malaysian plan in question is a promo plan that offers 5GB of data for RM68 a month. Apparently though, 4GB of data is reserved for use only in East Malaysia so unless you reside there, the plan won't be very useful. That hasn't stopped some Maxis customers from complaining about what it considers Maxis' 'unfair treatment', questioning why the telco was offering such rates in East Malaysia but not in West Malaysia.

Some customers have also reported being offered cheaper plans as an attempt to retain them when they tried to port out. Yet some customers have called up customer service directly asking for cheaper rates but being unsuccessful, while some customers claim that when they tried to port out no attempt was made to woo them with lower rates.

Maxis has so far responded with a statement on Facebook as follows:

You may have read of an exaggerated Maxis save offer in the lowyat.net forum that has been circulating recently when it was first posted on 9 March 2016. We just want to say that this save offer does not exist in the way it was described.

As with any company that has good data on customers, we often design and run targeted campaigns based on factors such as tenure, types of services used, payment history and many more. These targeted campaigns are to ensure that customers get to try out the varied services and plans that Maxis offers.

Sometimes Maxis uses offers to stimulate trial of new services. Every now and then we also offer special deals to get our customers to switch in their family members as Maxis customers or to extend a contract.

Additionally, in conjunction with Maxis’ 4G expansion into more towns in Sabah and Sarawak, we launched an introductory 4G promotion that comes with more data. We simply want the East Malaysian residents to enjoy the 4G experience with the upgraded network. The network upgrade has already happened in other parts of the country and now brings the same improved performance to 8 towns across East Malaysia.

The thing is, telcos trying to retain customers by offering to adjust their rates is nothing new and is common practice. What seems to be the main contention here is that people, especially long-time customers, are complaining that the only way to get better rates seems to be by threatening to leave. We'll see if Maxis will go further in addressing its disgruntled long-time customers.

If money is tight, then why not look at our best picks for budget postpaid plans

[Source: Lowyat forum, Maxis]