Thereupon, I went to Maxis centre on Monday to understand the situation. Initially, I went to the shop at Genting Klang but the service staff asked me to go to centre as centre got more information on me. I was told that one of the centres was at K.L.C.C.. I planned to go there by L.R.T.. However, on my way back, I noticed that there was a road directing me to K.L.C.C., then I followed the road which leaded me to car park. I couldn't find the centre even from the directory. I was asked for direction by two Koreans (if I'm not mistaken) but I couldn't help them since I seldom go to K.L.C.C.. Hence, I asked them to check from the lousy directory.
Before I relinquished, I asked the direction from the security. He showed me the way, thanks for that. I was like a ball being kicked by the service staff. The receptionist asked me to go to counter and the counter asked me to solve from receptionist! I was furious and hence insisted that I wanted to make a report. They had no choice but to comply with my order because I was the customer and customer is always right.
I told the service staff regarding my problem and he was so shocked hearing my issue as I was the first one making that complaint. I raised a lot of doubts to convince him and finally, he agreed to make a complaint report on my behalf. He passed me with my report number and told me that the customer service staff would call me within three to four days before I left. He further said that, if they didn't call me, I would have to call them personally. When I took my motorcycle, I paid for the parking fees at the auto-pay machine, it cost me RM2. Apparently, parking fee for motorcycle is based on hourly basis instead of the usual per entry basis.
Tuesday, I went to Setapak Public Bank to make some clarifications. As you may know, I just renewed my Public Bank TARc Debit MasterCard Card just the week before my study leave. However, I found that Public Bank didn't send me a new PIN number as stated on the receipt letter and I couldn't use the card to fill petrol since that. Therefore, I went there with the intention to complain. See, I like to complain, haha...
The customer service staff treated me so nice. She called to the centre at once and helped me solving my issues. Now I know that if I wanted to fill petrol with the card without going through cashier, I need to retain at least RM200 in my card because Public Bank needs to hold my RM200 as retention. Besides, I can use back my old PIN number and I don't have to link my Debit Card to my e-banking anymore since I didn't change my card number.
Yesterday, after having my lunch, as usual, I went to library to take a nap. Maxis called me. The customer service staff asked me few questions for clarification. Of course, before I gave him my information, I asked him for my report number. I also needed to confirm his status to prevent any lie. This is the basic knowledge! He asked me to top up to ensure that my account was re-activated so that he could recover my Hotlink Youth Club status! I promised him to top up from 6p.m. to 6:30p.m.. He told me that he would update this to me automatically and the process would take me about 24 hours.
Today, during the Business Analysis's lecture, I checked my balance during the break time. I found that, my Hotlink Youth Club status had been recovered! They even extent my expiration date for another month. Great service, I like it. Thanks a lot. Hopefully it won't happen again.
I strongly agreed with what Mr Yeoh told us today. Maxis always offer new benefits to new customers but ignoring existing customers. I think, I should report this to Maxis again if I'm free, lolz... Do you agree with this? They shouldn't abandon existing customers. Whatever new benefits introduced should be given to existing users first! Otherwise, this can lead to low switching cost given that there are a lot of telecommunication providers here.
Know your rights and be a wise consumers. We shouldn't tolerate any small piece of issues since we pay for that and we are the master.
